ABSTRACT
Upon becoming the Department Head for the Circulation Services at the University of Central Florida’s main library in September, 2004 the new leader was advised by the Associate Director of Public Services that there were some areas of service and other employee issues within the department in need of attention. Those areas needing improvement impacted not just quality of service at the Circulation Desks, but also staff morale and attitude, and, in turn staff attendance and tardiness. In fact, at that time the normal staffing level of ten permanent full time employees was down to five permanent and one temporary employee. It should be pointed out that most of these problems were not related to staff capability or desire.
