When the Going Gets Tough, the Staff Needs More Training.

The article focuses on the decision of the Charlotte Mecklenburg Library in North Carolina to move to a model of the so-called unified services, in which any staff member at any service point can offer the same level of basic service to library customers. It notes that unified services approach enables customers to check out materials from any service point in the library. According to the author, the said approach is an effective strategy for coping the loss of staff positions through attrition.