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.     

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.     

Getting Beyond Institutional Cultures

Abstract

As library service providers for distance learners, we are constantly searching for ways to improve communication, share our knowledge, and make distance learners aware of our 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 is offered by many libraries, the four institutions comprising this service have taken a variety of paths to reach the current stage-a collaboration among academic state university libraries of varying size. This paper discusses collaboration aspects such as differences in institutional cultures, negotiations, planning and implementation, developing policies and best practices, staff training, technology issues, and lessons learned that can be applied to any collaborative project.     

Now What?

Abstract

Moving from graduate school into an academic reference position can be a difficult transition. A new environment, a variety of new people and the challenge of meeting expectations can quickly become overwhelming. This article reviews the pertinent literature and relates the relevant experiences of two reference librarians during their first three years in professional positions. Topics addressed include: reference service, collection development, committee work, relating to faculty and colleagues, professional development and understanding set procedures while striving to be innovative in the workplace.     

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 Social Life of Digital Reference: What the Technology Affords

SUMMARY

Digital reference service (also known as virtual reference) has become a contentious topic in the library literature, as some critics feel that it threatens reference service more than it enhances it. Through this paper it is hoped that the debate can be refocused after a careful assessment of what exactly digital reference technology can afford and what social impact such affordances could bring. The suggestion will be made that digital reference should be employed as a means to provide reference service as long as the service is designed to play to the strengths of the technology. As such, it is recommended that libraries pursue digital reference service that is local, professional, and with privacy constraints.     

(2) Libraries in Jordan

Abstract

Library automation assumed a great deal of importance in libraries in the mid 1960’s. Since then it has become a household word in librarianship. Library automation in university libraries in Ghana is a relatively new concept. Even though computers have been installed in the three university libraries in Ghana, computerization has not had much impact on the services provided by these libraries. This paper reviews the computerization projects in the university libraries in Ghana, with a particular reference to the Balme Library of the University of Ghana. Reasons for automation, areas of application and problems associated with automation are discussed. Also highlighted are barriers militating against successful university library automation, like financial problems, attitudinal problems, lack of co-operation among university libraries, hardware and software problems and personnel problems. Recommendations are made for the improvement of automation at the university libraries in Ghana. These include evaluation of existing systems, properly planned automation project, financial support and co-operation among the university libraries.     

Opportunities for Real-Time Digital Reference Service

Summary

This article explores the opportunities that real-time digital reference service can offer to a variety of library settings from the independent public library to the large multi-campus university or the multi-national corporation. There are many occasions when a real-time digital reference service will be the optimal solution for a portion of a library's reference service. The authors' goal is to offer their original ideas, and examples from the literature, that will stimulate thought about real-time digital reference services that could be offered by your libraries. The numerous ideas and examples should provide the reader with workable methods for extending the reach of reference service to under-served populations.     

Student Values and Research: Are Millennials Really Changing the Future of Reference and Research?

ABSTRACT

This article provides perspective on the research habits of Millennials, placing them in generational context while questioning whether adherence to generational differences hinders educational pedagogy. An exploratory survey at Pima Community College (PCC) East Campus provides context from which Millennial behaviors, commonly perceived by faculty and in literature, can be scrutinized. The article discusses the preference for experiential learning across generations and the misnomer of the digital native, while discussing the student as information consumer and the consumer behavior behind library use. The significance of customer service and user education to library use is demonstrated. The future of libraries is discussed to include service barriers and the outlook that the Web is enhancing rather than eliminating the need for libraries.     

Issues and Trends in the Management of Reference Services: A Historical Perspective

ABSTRACT

In this article, the author reviews the history of reference service from a management perspective. Topics covered include: definitions of reference service; staffing; service models; modes of communication, including remote reference services; collections; education and training; and assessment. The author discusses changes over time and current challenges for reference managers.

This article originally published in Journal of Library Administration, Vol. 51, Issue 3, pages 259–278, 2011. doi:http://dx.doi.org/10.1080/01930826.2011.556936.     

Reference Services for All: How to Support Reference Service to Clients with Disabilities

Summary

Ideally, when clients come in to the library, reference staff should be able to focus on their information needs and not be distracted by the disability. Questions like “How will he get into the building?”, “How can she use the catalogue?” and others, become important because they indicate barriers to the use of the library by persons with disabilities. If these are not addressed on an organizational level, they affect the individual with the disability, the service provider, i.e., the reference librarian, and the quality of the service provided.     

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.     

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.     

Chat Reference at Carnegie Mellon University

Abstract

Carnegie Mellon University Libraries began its chat reference service in October of 2000. The article explains why library administrators decided to institute chat reference and the steps taken to implement this decision. The Libraries utilize commercial off-the-shelf software called LivePerson. Service evaluation features of LivePerson provide interesting data for analysis. Summary statistics of the service and the cumulative results of post chat surveys (filled out by chat patrons on a voluntary basis) are presented. Plans for future enhancements of the chat reference service are discussed.     

Library cooperation practices of university libraries in Ghana

Library cooperation is not a new concept in the history and practice of librarianship. This paper reviews the concept of library cooperation in the United Kingdom, United States of America, Nigeria and Ghana, with specific reference to areas of cooperation among university libraries in Ghana.

The major areas of cooperation such as inter-library loan service, photocopying of documents and exchanges of materials are discussed. Problems of cooperation such as the poor communication network in Ghana and inadequate materials are also highlighted.

Recommendations are made for the improvement of the level of cooperation in the university libraries. These include the need to establish a National Library in Ghana; the removal of all psychological and socio-economic barriers to cooperation; and the improvement of the communication system among libraries in Ghana.     

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.     

E-Mail Reference Evaluation

Abstract

E-mail reference has been utilized as a reference tool in academic libraries since the early 1980s. Today it is one of the most common media for providing digital reference service. An important aspect of providing any service is evaluating users' satisfaction levels with that service. Users of the Ask-A-Librarian e-mail reference service at a large academic library over a ten-month period voluntarily completed a seven item web-based questionnaire. The results indicated that the majority of respondents were satisfied with Ask-A-Librarian overall. This paper discusses how the library used the survey results to improve the existing service, and to implement a new one-chat reference. Reference service providers should not only ask users for feedback on existing services, but also should include them in the planning and design phase of new services. In doing so, they demonstrate their commitment to providing adequate and appropriate services to their patron community, and ultimately can save their institutions time and expense.     

E-Mail Reference as Substitute for Library Receptionist

SUMMARY

The authors explore the historical development of e-mail reference services in general, and report on the evolution of this service in their own library. Based on evidence from their own service and from reports in the literature, they propose a connection between e-mail reference service and broader library services including circulation, interlibrary loan, and even acquisitions, through which the reference librarian receives questions traditionally directed elsewhere. The e-ref button presents an unexpected avenue of librarian-to-librarian communication, both within and beyond one's home institution. Implications are discussed.