Exploring the Viability of the OSU Library Concierge: A Ten-Year Review of Wayfinding and User Needs

Abstract

Wayfinding and navigating new spaces often create confusion, frustration, and anxiety for users. From architectural features to the lack of a service design lens in planning, there are many complex factors to navigate the built environment. Oregon State University’s main library (OSUL) is not unlike other larger research libraries with this issue. OSUL created its first temporary flexible concierge station in Fall 2015, at the library entrance for the beginning of terms.  The idea of a concierge station at the beginning of term was to provide, particularly new users to campus, quick answers or referrals and in turn, to alleviate the pressure on the two public service points on the main floor. Over time, we have made assessment-driven changes based on what has been learned, along with consistency and best practices. Now, ten years later, is the concierge still viable, useful and desirable service?