Connecting to Students

Abstract

Binghamton University Libraries implemented an IM reference service using the Trillian client to monitor multiple IM accounts at two distinct reference service points. This paper addresses the process and practical considerations of implementing the service including selection of the appropriate software, creation of IM accounts for each service, development of a staffing schedule, and training of reference staff. Also included is an outline of future plans for improving IM services for students and academic library users.     

Transitioning Online Reference Staffing Models: Assessing and Balancing Needs of Patrons and Practitioners

ABSTRACT

As staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University’s a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change.

Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models.     

Where did the reference desk go? Transforming staff and space to meet user needs

ABSTRACT

A sharp decline in the number of reference queries prompted the library administration at Indiana State University to begin a project to combine the circulation, reference, and IT desks to reduce staffing at a new consolidated service point. All faculty and staff in the reference/instruction and circulation units participated in the project. The new arrangement and subsequent removal of librarians from routine desk duties have expanded instructional opportunities, consistent with the university's goals. Project participants plan further assessments to better determine the impacts of the new service arrangements.     

Reference Staffing

Abstract

In spring 2006, 404 medium-sized academic libraries participated in a survey to determine their reference-staffing practices. A medium-sized academic library is one affiliated with a bachelor's degree granting institution where the FTE enrollment is 3,000-9,999. Libraries reported their type of service model, number of questions asked, number of staff, variety of service points, types of staff utilized, hours and other factors used to make staffing decisions.

What are the staffing practices in reference departments at medium-sized academic libraries? How many reference and non-reference librarians are scheduled to work at reference service points? How many questions are typically asked during a week? Are students or support staff utilized? What type of model is most prevalent-one central desk with one librarian, several distributed desks with one or more staff members, a tiered service model or something else? What factors do reference managers consider when determining the hours and types of staff scheduled? These questions, and more, are explored in this report.     

Connecting with AIM

Abstract

Launching virtual chat reference services at Boatwright Library at the University of Richmond has been an interesting challenge of “trial and error” over the years. After trying several different software programs and staffing options, librarians have finally found a niche with AOL's Instant Messenger service. The first section of the article describes a path of experimentation, including early collaborations with the computing services help desk, staffing patterns within the library, technical and financial challenges with virtual reference software, and attempts to get students to use reference chat services. The second half of the case study describes the great success with AIM service in the past year, providing statistical information as well as coverage of training and guidelines, advertising, and staffing. This article touches on a number of themes, including the value of experimenting with a variety of chat reference software programs, and the need for library staff to stay current with new technologies.     

Envisioning the Tapestry: Discovering and Planning Member-Driven Services

ABSTRACT

WiLS is a non-profit organization with over 500 libraries and cultural institutions as members. It facilitates collaborative projects and services to save members time and money and to advance library service. WiLS is designed to be a nimble organization; our staffing structure, membership and cost recovery models, virtual office environment, and service development processes all allow WiLS to anticipate and respond to member needs. We take a unique approach to designing new services to meet those needs, one which is like creating a tapestry. As we begin to conceive of the service, an outline appears on the cloth, but it is faint and difficult to recognize. As we learn more, the outline becomes clearer and we see not only the shape of the service, but begin to see the details that add threads to create the color and texture of the work. By the time we have completed the process, we have a full understanding of the service we may offer, and the full picture with all of its detail has emerged. Any “art” that we conceive and create comes from who we are and the environment in which we are creating. In this article, we’ll share more about our organization and the foundations that make us who we are, along with the process we use to develop our service tapestries.     

Scheduling Technical Services Staff at the Reference Desk

Summary

New reference desk staffing configurations are required as reference service evolves from locating in-library resources to using and teaching the use of electronic resources. The tangible and intangible benefits achieved by scheduling technical services staff to assist at the reference desk are discussed. Intangible benefits include improved library service due to technical services staff expertise, and greater flexibility for reference desk staffing. The reference staff can also learn more about the automated library system and current processing initiatives from their technical services colleagues. Technical services staff benefits from seeing the results of their work in a public services setting and experiencing the satisfaction of helping users locate needed information. A stronger sense of library service is instilled in the “back room.” Technical services staff will also enjoy more challenge, opportunity, and variety in their work. Some tangible benefits realized at the University of Minnesota's Bio-Medical Library, which are directly related to the scheduling of technical services staff at the reference desk, are also briefly described.     

Academic Library Outreach Through Faculty Partnerships and Web-Based Research Aids

Summary

Electronic library services and myriad online resources are shifting the roles and workloads of academic reference librarians. Reallocation of staffing through a differentiated reference desk service model provides time to author curriculum-centered online research guides and tutorials, bibliographies, and webliographies. The expanding electronic information environment also opens new opportunities for teaching partnerships with university faculty. This article showcases a librarian's collaborative work with a history professor, noting student benefits/reactions and implications for future collaboration.     

From IM to Collaboration

Abstract

As library service providers for distance learners, we are constantly searching for ways to assist them in their use of library resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years and many libraries offer such services, as a medium-sized institution, Emporia State University took some time to move into providing such a service on a formal basis. Several issues, including staffing and funding, delayed entrance into this arena. It was not until a collaborative academic reference venture among several academic libraries in the state was proposed that the ESU library was able to offer this service. Advantages and disadvantages of the collaboration will be discussed, as well as lessons learned that can be applied to any collaborative project.     

Recent Changes to Reference Services in Academic Libraries and Their Relationship to Perceived Quality: Results of a National Survey

ABSTRACT

A national survey of academic librarians was conducted to examine relationships among reference service staffing changes, reference service innovations, adoption of reference technology, library type and size, and service quality. Analysis of the 606 response sets reveals trends toward reduced use of librarians and increased use of student staff at in-person service points, widespread increases in appointment-based and self-service reference, intensive efforts to reduce demand for reference by improving library instruction, and general improvements in reference service quality. Factors strongly associated with decreases or increases in quality are discussed in detail and implications for reference managers are provided.     

X marks the spot: Creating and managing a single service point to improve customer service and maximize resources

ABSTRACT

This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed.     

The Impact of Implementing Electronic Reserves on Staffing and Service

ABSTRACT

Electronic Reserves provides new opportunities for collaboration between libraries, new staffing challenges, and new methods for assessing library services. This article examines the impact on staffing and services of implementing Electronic Reserves in several libraries on the campus of a major midwestern research institution. Results of a staff survey and use studies are incorporated. The benefits and difficulties of centralizing the management and workflow between libraries of Electronic Reserves are analyzed, as well as other related staffing issues such as processing time, space, training, etc.     

A Checklist for Starting and Operating a Digital Reference Desk

Summary

This article explores digital reference and offers practical advice to those interested in implementing a digital reference desk in their library. Digital/chat/online reference services are defined and practical guidelines on staffing, selecting and troubleshooting hardware and software, training, and marketing are offered for those establishing such a service.     

Self-Service Customer Service Models in Libraries

ABSTRACT

The intent of this research study is to analyze and evaluate the transition to a self-service customer service model with the Baltimore County Public Library (BCPL). The study uses customer satisfaction surveys with questions specifically aimed at the various self-service service points BCPL offers to its customers. The methodology also includes several interviews with managers and directors to gain more in-depth information about how the transition affected the whole library system, its policies and procedures, and staffing. The results of this study are intended to demonstrate the effectiveness of using a self-service model in a public library.     

Authority Control in Academic Libraries in the United States: A Survey

ABSTRACT

Authority control is an important part of the cataloging process, but relatively little research has been conducted related to its practice in academic libraries. In addition, few studies have been conducted regarding staffing and training issues related to authority control. To examine these issues, a survey was developed and e-mailed to academic libraries at 258 institutions designated by the year 2000 Carnegie Classification as either Doctoral/Research Extensive or Intensive level. The survey consisted of questions relating to authority control practices and staffing and training issues related to authority control. One hundred ninety-three institutions responded for a return rate of 75 percent. The survey results indicate that authority control was practiced and highly valued by the vast majority of respondents and that many would like additional time, funding, and personnel to do more authority control work in their libraries.     

KANAnswer

Summary

This paper relates the collaborative planning by a task force of public, academic, and special librarians to develop KANAnswer, a statewide virtual reference pilot project. Major points include selecting software, developing policies and procedures, marketing, procuring partners, staffing and training, coordinating the project, and early impressions of the librarians who staff the service.     

Providing Circulation Services in a Temporary Location

Abstract

This article presents the experience of Circulation Services at Booth Library, Eastern Illinois University, during a 31-month relocation to temporary facilities while the building was undergoing renovation. The move to temporary locations presented new challenges and required unique solutions. Issues such as the rationale for the move to the temporary facilities, the organization of the temporary branches, the delivery service, preservation and security, staffing issues, and the role of student workers are discussed. The article recommends extensive planning prior to a move to temporary facilities, as well as the adoption of a flexible approach during the duration of the stay in the locations.