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.     

Cooperative Reference Desk Scheduling and Its Effects on Professional Collegiality

SUMMARY

Since 1995, reference staff at Oregon State University's Valley Library have engaged in a process of cooperative reference desk scheduling. The system was originally adopted to allow staff to have more influence in tailoring desk hours to their individual work schedules, but the department discovered that it also encourages and reinforces a climate of cooperation and collegiality among the reference staff. This paper describes the creation of the system and examines the reasoning behind it, the steps taken to implement it, and how it continues to evolve in an ever-changing library environment. Also examined is how this system has influenced other work done in the Reference and Instruction Department beyond the reference desk, and how it might be adapted and applied for use in other tasks in the future.     

Desk Bound No More: Reference Services at a New Research University Library

The authors discuss a newly established academic library at the University of California, Merced, as a model for reference service that foregoes a desk staffed with reference librarians. The library provides innovative, quality reference services for its users by using well-trained staff at a library services desk and employing new technologies for asynchronous communication and instruction.     

Effectiveness of fieldwork at an information desk: A prototype for academic library-library school collaboration

This article presents a model of how academnic libraries and schools of library and information studies (LIS) may collaborate to provide useful educational experiences to LIS students and reliable reference service to library users. LIS students staff an information desk for s fieldwork component of a basic reference course. Research shows that the students provide accurate services at the desk.     

Cooperation in a Multi-Faceted Reference Department: Blending Resources,Personnel, and Services of Reference,Instruction, Interlibrary Loan,and Government Documents

SUMMARY

Cooperative reference is a valuable approach to serving patrons as well as a means of expanding one's professional knowledge. Members of the reference unit actively participate in cooperative reference for answering patrons' tougher queries, bibliographic instruction, and reference collection development. The cooperative efforts of our unit have expanded our ability to find better information faster. Cooperative reference extends to all librarians within the University Library as each librarian serves in a rotation to staff the reference desk on nights and weekends. Some of the benefits of practicing cooperative reference are the following: providing a balanced and sometimes more complete answer to a reference question; increasing the knowledge of the reference staff by sharing experiences; and increasing morale and support for the reference staff. All of this is accomplished by doing what librarians do best: sharing. Successful cooperative reference relies upon good communication within the department, respect for colleagues, flexibility, and commitment to serving our patrons.     

Improving the Quality of Business Reference Service

Business librarianship is affected by a combination of forces. Among them are the nature of business as a discipline, the characteristics of business publications, and the needs and expectations of business patrons. Business reference queries are almost always complex. To handle them well, the librarian must spend considerable time with each patron. Bibliographic expertise and subject knowledge are also requued. Ways to improve the quality of business reference service include a willingness to help patrons devise appropriate search strategies, assisting them in understanding and evaluating search results, investing in self-education, developing service-oriented reference policies, implementing flexible reference desk schedules, and establishing formal staff training programs.     

Reference Service in Local Public Libraries

The study investigated staff deployment at the reference service points of two large and two small local public libraries in the Sydney metropolitan area. Hypotheses investigated concerned expected differences between large and small libraries. The method used involved identification of the levels of staff employed and observation of tasks performed by staff. The results revealed significant differences between types of activities performed in the large and small libraries with the staff in the former performing more reference related tasks. The combined reference/circulation desk is seen as a problem in developing reference service. Staff attitudes are also considered to play an important part in the development of reference service.     

网络环境下的图书馆参考馆员和网上虚拟参考馆员

本文以上海图书馆率先推出的“参考馆员”和组建的“网上联合知识导航站”为例，介绍了图书馆建立健全“参考馆员”、“虚拟参考馆员”的目的和作用，阐述了网络时代图书馆参考馆员的角色定位和素质要求，进一步证实了建立健全“参考馆员”、“虚拟参考馆员”、“知识导航员”制度正是顺应形势发展和时代要求所采取的新举措。     

Profiles in Resource Sharing: Peter Bae

ABSTRACT

At a large university library, helping patrons use a full text database such as LEXIS-NEXIS places pressure on reference staff because the service is complex. Staff cannot give the proper attention to patrons because activity at the reference desk can limit the time spent with each individual. Full-text services require more instruction and reference help than electronic bibliographic databases, but patrons often come for assistance just before the assignment is due. To relieve such pressure, librarians at Penn State's Pattee Library developed Just-in-Time demonstrations to help patrons learn how to use LEXIS-NEXIS when they need it. The Justin-Time demonstrations provide a weekly alternative which relieves the “I need it now” pressure by providing instruction on a weekly basis. These demonstrations have been well received by patrons and staff.     

Floating and Idea

Abstract

During the 2001-2002 academic year, Augustana College Library (Rock Island, IL) and St. Ambrose University Library (Davenport, IA) began a unique joint venture of peer observation between the reference staff members of the two libraries. Librarians from each college took turns visiting the other library and conducting peer observations of reference desk service. Although the reasons each library had for initiating this venture differed, both libraries benefited from this project. This article discusses the development of the program, the results, and plans for the future.     

美国大学图书馆员讨论热点选评

美国大学图书馆馆员讨论的一些热点问题对我国大学图书馆的发展有着现实意义。对这些问题的分析揭示出国内大学图书馆应该关注投资回报,但不应拘泥于其计算方法;应该重视馆藏文献的剔旧,保证馆藏的有效性,节约管理成本;应该关注在用教材的收藏,体现为读者服务的精神;应该正确认识学生兼职咨询工作的现象,结合本馆实际实施。     

Nothing is Permanent but Change: The Journey to Consolidation and Back

Responding to a staffing shortage and assessment of usage data, eight of Hale Library's nine service desks were consolidated into one service point. Fourteen months later, the Libraries conducted an assessment of the consolidation using reference transaction data, responses to a survey administered to Libraries’ staff, and responses from a student focus group. The assessment revealed many logistical and staffing challenges with the new desk. As a result, a separate service point for reference was created directly outside the consolidated desk. Our statistics indicate that this was a successful change.     

Building a Learning Culture for the Common Good

SUMMARY

Librarians are well positioned to embrace the journey towards a learning culture; we have resources and we have incentive! Teetering on the edge of information technology, libraries are committed to continuous change for the benefit of our customers. To fulfill this promise, staff must keep pace with new technologies, products, and an increasing demand for new services in an environment with shrinking human resources. There is more to learn and less time in which to learn it. This paper describes a proactive, team-based approach used to create a learning culture in one library. Staff act as peer learners and teachers to educate themselves and each other about all aspects of their reference work such as approaches to service, orientation for new members, learning and evaluating new tools, and discussing the development of new services. The whole is greater than the sum–this dynamic, shared learning environment embraces diverse learning styles including discovery, discussion, demonstration, presentation, homework, questioning, and hands-on practice. Analysis of feedback from students and challenging questions at the reference desk grounded the experience and made it immediately relevant and useful. This strategy furthers the goal of the learning organization where members share the responsibility of learning. The outcomes are an enriched collective knowledge and understanding, a sustainable model for continuous learning, social connectivity, and team experience.     

Analysis of the use of reference services in an academic health sciences library

In 1991, the Reference and Information Services staff of the Alfred Taubman Medical Library at the University of Michigan gathered data on the use of the reference desk, including the frequency and types of assistance requested by different user groups throughout the year. Recommendations based on the results of this study led to improved service as well as more efficient use of staff resources.     

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.     

Second Life: A Tool for Reference and International Understanding

The challenges that virtual reference staff volunteers in Second Life (SL) are facing are opportunities at the same time. There are a lot of differences between doing reference work in Real Life (RL) and in SL, but for the most part reference work in-world is quite the same as in the daily life of any reference specialist. In essence, that is. Of course new skills are needed, but this is just for now. In the end, working at a virtual reference desk, especially as one member on a team of international pioneers, is as exciting as it is new!     

A National Laboratory and University Branch Campus Library Partnership: Shared Benefits and Challenges from Combined Reference Services

SUMMARY

The Hanford Technical Library of the Pacific Northwest National Laboratory and the Max E. Benitz Memorial Library of the Washington State University Tri-Cities Branch Campus have functioned both separately and in combination since moving into the same space within the Consolidated Information Center in 1997. The libraries have successfully partnered to serve different clientele at a combined reference desk since June 1997. Although having separate staffs, catalogs, and collections, the libraries share a single reference/information desk. The reference staffs work together to serve a very diverse clientele including students, faculty, engineers, scientists, contractors, regulators, and the public. The combined libraries offer significant benefits to both library staffs and their users. The libraries have expanded access to collections and information expertise, enhanced staff training opportunities, and provided additional hours of reference service to patrons while at the same time maintaining the individual identities of the two libraries.     

Goals, objectives, and competencies for reference service: a training program at the UCLA Biomedical Library

The UCLA Biomedical Library, in cooperation with the UCLA Graduate School of Library and Information Science, offers a medical library internship program for second-year library school students. Goals, objectives, competencies, and training guidelines have been developed for the reference services section of the internship, including reference desk experience, online searching, group discussions, assigned readings, and training new staff members, allows flexibility in meeting the differing interests, needs, and abilities of trainees.