Reference Librarians/Educators

Summary

Reference librarian roles are evolving in today's rapidly changing environment. Values that have shaped and guided our profession thus far are discussed, and the rigors of working at a general reference desk are portrayed. Information overload, the demands of the information age, general societal trends, and new technologies are credited with shaping service directions. Strategies for maintaining professional competence and currency are presented, and emerging roles are profiled.     

Going Where the Students Are

Summary

Increased student use of the Internet and declining reference desk statistics are factors encouraging academic reference librarians to look for new ways to reach patrons. Web-based customer contact center software gives librarians the tools to provide interactive, 24/7 reference service to Internet users. This article describes how the library at California State Polytechnic University, Pomona developed its live/web reference service. We discuss the factors that encouraged us to launch the service, the challenges that we encountered along the way, and examples of our experiences to date.     

Paraprofessionals at the Reference Desk

Abstract

In this article Ms. Pedzich examines a growing model of research service the use of paraprofessionals at the reference desk. She identifies the skills needed of the paraprofessinal, the designing of a training program and developing policies, procedures and manuals to assist in a successful paraprofessional program.     

Applying Traditional Librarianship to New Roles for Special Librarians

ABSTRACT

Public and academic libraries continue to have a vital role in providing reference services. As more and more information is only available in electronic form, reference librarians need to reaffirm their core values. Some of the changes happening in reference include smaller reference collections, the disposition of printed reference books, and the increased use of electronic tools. Other topics include different service models for the reference desk, the changing nature of reference questions, and changes in staffing at the reference desk. Finally, the authors speculate about the future of reference services.     

Impacts of an Information Commons on an Academic Library's Service Points

Abstract

The impacts of technology upon traditional library resources are sometimes unexpected. The library at California's University of the Pacific discovered that usage of print materials was dwindling, even though the addition of a 50-station “Information Commons” had bolstered overall library use. At first it was anticipated that the circulation desk might, within several years, be downsized into a mere information kiosk. Nevertheless, a study of the two service points-the Information Commons and the Circulation Desk-concluded that patrons still seek library services with a personal touch and continue to demand print materials. A “user satisfaction” survey revealed no mandate from users for the abandonment of print materials. As in the past, the services of the circulation desk have adapted to fit its users.     

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.     

Telling Their Story with Data: What Academic Research Libraries Share on Their Websites

Abstract

Communicating library data with external stakeholders is a growing area of importance in the profession, and library websites provide an easy way of disseminating this information. Determining the types of data that will be most impactful in telling a library’s story is vital to an effective online data display. This research project reviewed the websites of 143 academic research libraries to determine if the libraries were publicly sharing general library data via a dashboard or other data display. For those libraries sharing data, information was recorded on the types of data shared, the types of data visualizations utilized, the age of the data presented, and whether multi-year trends were represented. The results showed that just under half of the academic research libraries in the study population had general library data displays on their websites. Most focused on traditional types of library data, such as collection size, reference and help desk interactions, instruction sessions, and circulation numbers for physically-held materials. Data visualizations were used infrequently.     

Circulation/Reserves Area Makeover

Abstract

The following article describes a literature review on factors that went into the planning for a new circulation/reserves desk at the Livingston Lord Library at Minnesota State University, Moorhead. Many issues have been reported in the literature and must be considered when designing a functional, convenient, and ADA-compliant circulation/reserves desk. The major considerations are: (1) patron traffic; (2) staff work flow; (3) ADA considerations; (4) the functionality of the circulation/reserves desk; (5) ergonomics; and (6) planning for future technology.     

Moving Beyond the Reference Desk: Being Where Users Need Us

ABSTRACT

This article suggests a variety of ways in which reference librarians can be where the users are, in addition to service at the reference desk.     

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.     

The Problem Patron and the Academic Library Web Site as Virtual Reference Desk

Summary

Emerging technologies continue to offer librarians new opportunities to improve user services. Comment and query links on some library web pages are absorbing a significant share of the customer service workload previously handled by traditional reference desks. Fa miliar types of patron problems of course continue to crop up at the “vir tual reference desk.” New and different aspects of patron problems also appear. Originating with the experiences of a research university li brary's web group in dealing with incoming user messages, this study examines the challenges as well as advantages of dealing with “problem patron” phenomena in a virtual environment.     

Using Google Scholar at the Reference Desk

ABSTRACT

Google Scholar has multiple uses as a reference tool of last resort, including citation completion, an alternative when catalogs are down, and interdisciplinary metasearching and database suggestion. During the reference desk transaction, users can be taught effective Google Scholar search techniques such as advanced search functionality and the nuances of results' groupings. In addition, reference desk interactions with Google Scholar give insight for instructional workshops.     

How less is truly more: Merging library support services

ABSTRACT

In the summer of 2010, to provide a “one-stop shop” service point to Woodruff Library patrons, the Circulation, Reference, and Learning Commons (LC) desks merged into the unified Library Service Desk (LSD) under Access Services. Last year, due to organizational changes in the library and IT, and anticipated support needs of the new LC spaces and technologies, Student Digital Life opened a separate LC Technical Support desk. The lessons of the year of the two desks, funding considerations, and the persistent goal to streamline the experience of our patrons resulted in transitioning the functions of the LC desk to LSD, thus evolving it to new organizational and operational levels.     

Expanding the Role of the Student Desk Assistant in the Electronic Environment

Abstract

Fulfilling the “promise inherent in the student workforce” (Burrows 1995, 85) must be a collaborative effort involving the Library administration, Circulation staff, Reference librarians, and the students themselves. Advances in library technologies have dramatically changed the way that libraries do business. Just as access to Internet resources has widened the sphere of the Reference librarian, automation has expanded the role of the Circulation desk assistant in filling the information needs of library users. Library policy and training of student desk assistants must reflect the evolving electronic environment.     

Faculty

Abstract

Teaching faculty are a key resource for reference librarians. This paper includes a discussion of major forces affecting reference service as well as suggestions on ways for librarians to become better acquainted with teaching faculty. One benefit of making these connections is that when faculty know and have confidence in librarians, they are more likely to urge their students to get help at the desk, to schedule course-related instruction sessions, and to let librarians know if they have a particularly difficult or complex assignment. Another benefit is that such connections often lead to increased opportunities, from participation in campus-wide initiatives to the development of collaborative projects and other scholarly work. As a librarian relatively new to the profession, I know that such connections with teaching faculty have enriched my own career.     

大学图书馆开展咨询台服务的若干思考

本文在深入分析大学图书馆开展咨询台服务存在问题的基础上,有针对性地提出了完善咨询台服务的对策。     

Library Student Employee Expertise: Strategies for Maximizing Your Student Employee Contributions to the Library

The University of Baltimore Library was recently renovated. Part of the design in the newly renovated space was having one single service point, that we call the Information Desk. This desk serves as the public facing portal for what was previously three public facing service points to services by three separate departments, Academic Success, Access Services and Reference & Instruction.

This article describes in depth how our Information Desk Leadership Team encouraged and used our library student employees’ expertise and knowledge in the formation of policy and procedure manual, training documents, reference tools and resume lines for use at a single service point.     

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.