Changing the face of reference: adapting biomedical and health information services for the classroom, clinic, and beyond

This article describes how the reference department at a large academic health sciences library evolved to address the clinical and research information needs of the parent organization without losing its close connections to the classroom and curriculum. Closing the reference desk, moving to on-call and house call models, designing positions such as clinical research librarian and basic biomedical sciences librarian, finding alternative funding to grow the department, providing technology and training to facilitate librarians' work, and developing programming for and taking advice from library clients facilitated efforts to create a relevant presence and solidify the library's place in the university community.     

Changing the Face of Reference: Adapting Biomedical and Health Information Services for the Classroom,Clinic, and Beyond

This article describes how the reference department at a large academic health sciences library evolved to address the clinical and research information needs of the parent organization without losing its close connections to the classroom and curriculum. Closing the reference desk, moving to on-call and house call models, designing positions such as clinical research librarian and basic biomedical sciences librarian, finding alternative funding to grow the department, providing technology and training to facilitate librarians' work, and developing programming for and taking advice from library clients facilitated efforts to create a relevant presence and solidify the library's place in the university community.     

On the Fly BI

Abstract

Today's reference librarians are constantly faced with the challenge of orienting users to the complex, ever changing world of the electronic library. A well-structured library instruction program is one important approach to the overall goal of educating users. But library instruction sessions cannot and do not reach all students. Studies indicate that students are most receptive to learning research techniques at the point of need, which most often occurs at the reference desk. Although many reference librarians are committed to “teaching students to fish,” they are frequently faced with students whose research needs require in-depth lessons that exceed the time available for most reference desk transactions. This paper offers a way to close the gap by providing a set of techniques and strategies, utilizing behaviors and props, which can be used in those short, one-on-one instruction-based situations.     

图书馆参考咨询服务的发展趋势研究

总结了图书馆参考咨询服务的主要发展:虚拟参考咨询台的建立,联合咨询和标准化、个性化定制服务,学科馆员制度的建立,自助化和智能化的发展等。     

What’s in a Word: Coming to Terms with Reference,Part Two

The reference librarian aims to know the reference collection like the back of his or her hand. This knowledge of knowledge can be characterized as encyclopedic, in that it enables the reference librarian to comprehend the unity that exists within the branches of knowledge—the subject categories as outlined in the Library of Congress (LC) classification and represented in the reference collection. Comprehending this unity further enables the reference librarian to make those intelligent leaps, uncanny connections, and creative combinations between subject categories, whether closely or distantly related or even entirely unrelated. This metaknowledge and the fluency with the collection it supports define at its most fundamental level what reference is and what reference does. Despite its ease, speed, and convenience, the algorithm is no replacement for the mind of the reference librarian. Critical acceptance of this fact is in evidence when the simple, spontaneous one-on-one encounter at the reference desk rather than the preplanned, required session in information literacy is understood as the primary locus of learning in the library. Reference librarianship with its modest accoutrements—the reference desk, the reference interview, the reference collection—is still most suitable to provide the kind of guidance every thinking student needs to rightly read and engage the authoritative works that make up the main collection.     

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.     

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。     

Simulation of the Reference Process,Part II:

This paper is a continuation of a previous one in The Reference Librarian, exploring the advantages of a simulation (rather than expert system) approach to designing a system to relieve reference desk overload. Another paper examined the correlation between four expert systems and various reference models; it made several recommendations for future research. The ideas presented in those two earlier papers have now been implemented in a prototype system named REFSIM, which can be used by either client or librarian. REFSIM can simulate a reference librarian, a teacher of reference librarians and a client, singly or in combination. It has an expert-system consultation mode and several Intelligent Computer-Assisted Instruction (ICAI) modes. The components and architecture of REFSIM are described in this paper. Details, including a sample transaction, are given for the expert system mode, which is to be used for consultation by library clients. An overview is supplied for two ICAI modes, which can be used to instruct clients or train reference librarians.     

Reference Ready Beyond the M.L.S.

Entry level reference librarians must make a rapid transition from the reference classroom to the scheduled service hours at the reference desk. A questionnaire was sent to academic and public librarians to ask them to list the most important items of information or abilities they find they need to teach the entry level librarian. This is a brief discussion of relevant literature and a report of the 72 per cent return on the questionnaire. Five "needs" surfaced as ranking high for each type of library with three listed in common. Some suggestions are given for developing in-service education programs for reference librarians.     

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.     

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.     

Staffing an Information Desk for Maximum Responsiveness and Effectiveness in Meeting Research and Computing Needs in an Academic Library

Once widely accepted as a librarian-staffed research hub in academic libraries, the reference desk has become a source of wide-ranging debate. Desks have been reconfigured, combined, and in some cases eliminated. In many libraries, the traditional Reference Desk has evolved into the Information Desk to provide immediate answers to preliminary research and computing questions at a visible service point. In its new incarnation, some have questioned the necessity of librarian service at the desk. However, although transaction content has changed over the years, librarians continue to be indispensable at the desk, providing instruction and ensuring consistent, patron-centered service to meet users’ immediate needs.     

Eliminating traditional reference services in an academic health sciences library: a case study

Question:

How were traditional librarian reference desk services successfully eliminated at one health sciences library?

Setting:

The analysis was done at an academic health sciences library at a major research university.

Method:

A gap analysis was performed, evaluating changes in the first eleven months through analysis of reference transaction and instructional session data.

Main Results:

Substantial increases were seen in the overall number of specialized reference transactions and those conducted by librarians lasting more than thirty minutes. The number of reference transactions overall increased after implementing the new model. Several new small-scale instructional initiatives began, though perhaps not directly related to the new model.

Conclusion:

Traditional reference desk services were eliminated at one academic health sciences library without negative impact on reference and instructional statistics. Eliminating ties to the confines of the physical library due to staffing reference desk hours removed one significant barrier to a more proactive liaison program.     

Cooperation and Competition at the Reference Desk

Abstract

A common practice at library reference desks is to have double coverage, in which two librarians work the desk at the same time. Double coverage creates a situation in which two librarians enter into a unique relationship with one another. Competition, criticism, one-upmanship, and other negative behaviors can develop in the relationship. Yet if handled properly, there is also the potential for a wonderfully supportive synergy and collaborative partnership to emerge that is beneficial not only to librarians but to library users as well. This article focuses on practical steps for not only avoiding negative relationships, but also changing unproductive ones, and nurturing optimal relationships that result in a rewarding experience for both librarians and users.     

Linking Research,Policy, and Activism

This paper explores the role of the reference librarian in an interdisciplinary field bridging scholarly and policy information, and in a library that serves the public, academic, business and policy communities. After considering the nature of women's studies and policy studies, the author reviews recent literature on the changing role of the librarian in providing specialized research and reference services, finding the emergence of a proactive, client-centered, multifunction model. Through an examination of the diverse activities in women's policy issues in Washington DC, the author shows the ability of the librarian to merge reference service, research consultation, outreach, collection development, and bibliographic instruction. In monitoring the field within and outside the library, the librarian becomes established as an independent authority and can offer well-informed service to policymakers, analysts, students, the media and political groups. The paper summarizes the benefits and problems for the librarian and the patrons in this individual approach to public service.     

Reference Desks in Public Libraries: What Happens and What To Know

With staffing and funding shortages and rapidly changing expectations from patrons, what is actually happening at the reference desk in today’s libraries? Understanding the needs today’s reference librarians face can be useful in developing ways to support those needs. Asking them to make some predictions on the future of public library reference work gives Library and Information Science (LIS) students, and libraries preparing for the future, a valuable look at the expertise provided by experience. This understanding will help make some realistic decisions about reference staffing and service needs and provide some guidance for those aspiring to careers in public library reference.     

Revolution at the Library Service Desk

ABSTRACT

This article will describe how a revolution in customer service provision beginning in 2002 has led to an evolution of library services. When the reference and circulation desks were merged to create a single service point, responsibilities were broadened, core competencies were developed, and staff members were cross trained. In 2005, an analysis of staffing and work patterns demonstrated a need to build upon the original model to better utilize staff and ensure coverage of the desk. Reference librarians were moved to “on call” status, technical services staff were added to the schedule, and core competencies and procedures were refined.     

Simulation of the Reference Process

In recent years, there have been several attempts to relieve reference desk overload by creating online tools that handle some of the easier reference queries. Some of these tools are or include "expert systems" that simulate the problem-solving skills of an expert. This paper examines the consequences of adopting a simulation perspective rather than an expert systems perspective. Because such a shift in perspective allows a simulation of the entire process, and not merely the role of the expert in it, it becomes possible to create a tool that simulates not just the problem-solving skills of a reference librarian, but the information-seeking behavior of a client as well. The resulting tool could then assist not only at the reference desk, but also in case-oriented training for reference librarianship.     

A framework for the multiple roles of librarians in problem-based learning.

Librarians are playing numerous roles within problem-based learning curricula. While many of these roles are described in the literature, there is no framework to describe and organize these roles. This paper proposes such a framework. It arranges librarian roles according to level of curricular involvement and includes the following levels: assistance at the reference desk, instruction at the reference desk, course-related instruction, resource management and utilization, consultation with faculty and students, and group facilitation.     

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.