During the spring semester of 1987, the University of Arizona implemented an experimental information desk as a means of improving the quality of service to patrons by relieving congestion at the reference desk. Services at this desk, which was staffed by reference personnel during the first phase of the project, included serving as the initial…

Northwestern University Library's 10 1/2 years of experience with computer support for technical services is used to provide a long-term view in this analysis of the impact of automation on staffing. Technical services staff allocations and reductions, the resulting improvements in services, and the savings in salaries are discussed. (Author/EM)