ABSTRACT
Telephone reference service at the University of California, San Diego’s Central Library had become problematic in recent years due to increased volume of patron demand, both in-person and on the telephone. In order to meet the demand the library established a separate information desk service which became the first line of service for incoming telephone callers. Staff at the information desk screened callers and transferred appropriate reference calls to the reference desk. In 1991 the information and reference desk staff conducted a survey to see how well this arrangement was meeting the needs of their primary patrons. The survey results provided the departments with valuable information that has helped them to take new directions to better serve the needs of the primary patrons.
