The Three R's: Rapport,Relationship, and Reference

In the eyes of our patrons, the success of a library transaction depends on both the accuracy of the information conveyed and the quality of the patron/staff interaction. We each experience rapport naturally many times during the day. Skills borrowed from the field of neuro-linguistic programming allow us to learn to quickly create a state of rapport with anyone we encounter. By learning to create rapport intentionally with our patrons, we can improve the quality of their library experience.     

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.     

The Reference Librarian as Non-Expert: A Postmodern Approach to Expertise

SUMMARY

This article explores the postmodern psychotherapeutic view of the therapist as a non-expert. The author seeks to draw an analogy between the professional expertise and knowledge of the reference librarian and the expertise of the psychotherapist, with special reference to the postmodern idea of the posture of non-expertise. Reference librarians will provide a higher degree of user satisfaction to patrons when the reference interview is approached as a collaborative and dialogic process that is grounded in the attitude of non-expertise. The stance of the reference librarian as non-expert will move the profession of librarian-ship away from the technocrat/expert model and back towards its earlier mission of service and human-centered values.     

Success,Failure, Innovation and Uncertainty in Changing Times: A Selective Bibliography of Literature on Reference Services Since the 1980s

ABSTRACT

A selective annotated bibliography of literature about reference services from 1984 to the present. The selected writings highlight how reference service has been challenged and changed over the last 20 years as a result of technological advances, shifts in information-seeking behavior, and inadequate monetary and human resources. This bibliography is meant to provide further reading on the topics covered by the articles in this issue on the current state and future of reference services.     

图书馆学领域“网络一代”用户研究综述

[目的/意义] “网络一代”用户,是指在数字技术、网络技术背景下成长起来的用户群体。其图书馆使用行为有不同于以往用户的表现,对其进行研究有助于推动图书馆服务创新。[方法/过程] 利用LISA、CNKI两个数据库的检索结果,并结合引文等途径收集文献,从文献计量分析、内容分析两方面对国内外图书馆学领域关于“网络一代”用户的研究内容进行对比、综述。[结果/结论] 计量分析显示：从文献数量随时间分布来看,国内研究尽管相对滞后,但是目前研究文献量下降的状况与国外相似;关键词分析可见：国内外研究背景、主要研究主题相近,覆盖了技术应用、图书馆服务、用户教育等多方面,明显的区别在于国外研究重视学习理论、教育理论研究,国内则重视阅读理论与阅读推广;内容分析显示：“网络一代”用户的图书馆使用偏好变化以及基于用户特征的图书馆服务变革均是国内外研究者的关注热点,不同之处在于,国外研究者更重视基于样本和案例的分析,但与国内研究相比,缺乏理论指导和统一的分析框架。国内以定性研究居多,取样与案例分析不足。认为未来研究需要增加针对“网络一代”信息行为的切实调查,关注信息行为调查研究的理论框架设计。数字阅读相关的理论研究有利于提升对“网络一代”用户信息行为的理解与感知。     

Big Data for Big Legal Research Questions: How Legal-Analytics Databases Allow Reference Law Librarians to Meet Increasing Demand for More Comprehensive Information at More Efficient Rates

This article examines litigation-data aggregation services that help law reference librarians analyze large amounts of information both more efficiently and more effectively. Research librarians are, in turn, able to provide attorneys with more meaningful insights that help them predict litigation outcomes.     

基于WEB的虚拟参考咨询平台的建设与开发--以武汉图书馆为例

本文结合武汉图书馆虚拟参考咨询平台的建设实例,阐述了基于WEB的虚拟参考咨询平台开发过程中的功能设计和流程设计,以及在实际操作中应当注意的一系列服务规范,并提出了下一步计划。     

Reference on the Go: A Model for Mobile Reference Services in Libraries

The following article is the first in an ongoing series entitled “Perspectives from the Developing World,” giving voice to authors beyond Europe and North America.

The concept of reference has greatly changed because of the increasing digital presence of reference material. The advent of mobile communication systems and the need for getting correct reference on the move has prompted many libraries to offer mobile related services. Most of the reference sources are now available as mobile-specific products, but there is no comprehensive single mobile interface that can be called as an alternative to the traditional reference desks. This article looks at the evolution of reference services over the years with special reference to creating a mobile reference application for an academic library taking the University of Swaziland Library as a case study.     

Telephone Calls Received at an Academic Library's Reference Desk: A New Analysis

ABSTRACT

It has been established that much of the assistance provided to library patrons at reference desks does not require the knowledge and expertise of a professional librarian. Is the same thing true of the telephone calls received at reference desks in academic libraries? This article reports the results of one academic librarian's reference desk transaction log analysis which focuses on the categories of assistance provided to patrons who called the library's reference desk.     

Extreme Makeover Reference Edition: Restructuring Reference Services at the Robert W. Woodruff Library,Atlanta University Center

The Robert W. Woodruff Library, Atlanta University Center, recently restructured its system for information service delivery by moving from the traditional one-desk model to a dual component model that is delivered from two service points in close proximity. Under the former system, services were solely delivered by reference librarians. The new system offers the same array of information services provided by a combination of librarians and library support staff who have received special training. The observed outcomes have been a higher quality of customer service delivery, an increased use of research consultation services, a more informed and engaged library staff, and increased opportunities for reference librarians to make campus visits. This article outlines the entire process from conception to implementation, including staff training requirements, statistical data, and future implications.     

Becoming Embedded: Incorporating Instant Messaging and the Ongoing Evolution of a Virtual Reference Service

The creation of an instant messaging (IM) service is described. The challenges encountered in developing, launching, and maintaining the project are examined and include technical support, archiving, balancing different formats, privacy, assessment, training, and the effectiveness of the IM channel. The process of choosing an aggregator and a widget and redesigning the online reference services portal is explored, and best practices that evolved are identified. Useful strategies and concerns that emerged are discussed. Factors contributing to an overall increase in use are outlined and include convenience, simplicity, and reliability.     

Quality Control: A Necessary Good for Improving Service

This article reports the benefits, challenges, and effective methods of assessing the quality of virtual references services at an academic library.     

A Product of Social Interaction: Tag-Team Reference and Workplace Relationships

SUMMARY

Interacting socially with colleagues creates close workplace relationships. These relationships translate into a dynamic, synergistic environment at the reference desk, also known as tag-team reference. When two people work well together, they can bounce ideas off of one another and serve the users most efficiently. Reference librarians all have strengths and weaknesses and those who work closely together can rely on each other without worrying about the stigma of reference desk boundaries. While traditional training and advice literature do not stress the importance of workplace relationships, there are ways that librarians and libraries can successfully promote social interaction and nurture a collaborative, collegial environment.     

Good Models of Reference Service Transactions: Applying Quantitative Concepts to Generate Nine Characteristic Attributes of Soundness

The role of mental or formal models in most quantitative research is unquestioned and taken for granted, yet reference researchers have focused little attention on identifying the attributes of sound (i.e., good) models for understanding the reference transaction. The goal of this article is to promote the development of better models for understanding reference service. Based on a case study of reference service presented herein, sound models appear to be those that are clear and simple, comprehensive, convincing, insightful, parsimonious, provocative, well structured, testable, and understandable. In addition, this article identifies the spectrum of undesirable attributes—ambiguity, confusion, or needless complication.     

Text Messaging in an Academic Library: Integrating SMS into Digital Reference

ABSTRACT

In spring 2005, Sims Memorial Library at Southeastern Louisiana University initiated “Text A Librarian,” a service that enables Southeastern students, faculty, and staff to use the text message feature of their cell phones to send questions to and receive answers from the library. Librarians at Sims use a dedicated text messaging telephone number and “e-mail/SMS” conversion software, provided by Altarama Systems and Services, to send and receive text messages.