On Monday, I had the opportunity to attend and present at the University of North Carolina at Chapel Hill’s LAUNC-CH Conference. I’ve attended LAUNC-CH many times over the years, and while I was a bit disappointed that this year’s event was almost entirely virtual—with only the keynote being hybrid—the conference did not disappoint!

This year the conference centered around how libraries improve user services, reorganize service models, and foster positive work environments. I attended several great presentations, but one that stood out to me was a 40-minute session by Jesse Bethany, the Public Services Manager at UNC-Chapel Hill’s House Undergraduate Library. Jesse shared insights from their experiment with a single service point, a model they ultimately reversed in favor of returning to multiple service points.

This session was particularly relevant to me since, as well all know, ZSR transitioned to a single service point. Jesse detailed the challenges they faced, including difficulties integrating their Media & Design Center (MDC) into the centralized desk model. Unlike ZSR, where our single service point functions well, UNC’s model spread staff thin and confused students. The MDC, which serves as a ‘media hub’ within their library, remained a distinct destination, making it inconvenient for students to complete transactions at a separate service desk on another floor.

Another significant challenge was communicating the change to students. Jesse described how it was often unintuitive to direct students back to the single service point when navigating the physical space. Despite these difficulties, the experiment yielded valuable lessons. The trial helped the library streamline workflows, improve collaboration among staff, and create efficiencies in equipment transport. Additionally, it led to standardized loan policies and workflows, which Jesse said continue to benefit their services.

Another highlight of the conference was the keynote, delivered by Tarida Anantachai, Director of Talent Management at NC State Libraries, and Karina Soni, Outreach Projects Librarian at UNC-CH Libraries. Their talk emphasized fostering a sense of community in library workplaces, with a strong focus on staff well-being, leadership engagement, and creating spaces for connection to prevent disengagement and burnout. And don’t we all know these are critical conversations!? Whew!!

I also had the opportunity to present a lightning talk titled “Fostering Student Engagement Through Feedback Platforms: The Evolution of the ‘What’s On Your Mind?’ Program.” Since it was a lightning talk, I had just 10 minutes to share how our comment board developed, how we manage it, and how it strengthens the library’s relationship with students. I was thrilled by the turnout—many attendees arrived right before my talk and indicated they had joined specifically to hear it! That enthusiasm was incredibly encouraging.

I wrapped up my talk by teasing some upcoming improvements to the program. I also received some great questions afterward!

Despite the virtual format, LAUNC-CH 2025 was a fantastic experience. Lots of engaging discussions and some valuable takeaways. If anyone hasn’t been to LAUNC-CH before, I highly recommend attending. I’m already looking forward to next year’s conference!