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.     

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.     

Integrating the imposed query into the evaluation of reference service: A dichotomous analysis of user ratings

A secondary analysis of a user survey administered in 13 public libraries examined user ratings of reference services by transaction type. Transaction type is defined dichotomously as self-generated (users transacting questions they have determined for themselves) or imposed (agent users in the library seeking information on behalf of someone else). Users with self-generated questions rated library services lower than did users with imposed questions. Both groups rated the library experience lower than their reference desk experience, and imposed queries were responsible for proportionately higher “first time” use of the reference desk. No significant difference existed between groups for ratings of finding useful information in the library, finding everything wanted in the library visit, frequency of library use, or levels of attained formal education. There were significant differences found for ratings of the reference librarian's service behaviors, user satisfaction with reference service, and frequency of reference desk use.     

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.     

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.     

Migration to an electronic journal collection in a hospital library: implications for reference service

This article provides a perspective on the migration to an electronic-only journal collection in a hospital library and its effect on reference services, information-seeking, and library use patterns. Bellevue Hospital Center in New York, NY is one of the first major teaching hospitals in the United States to begin a fundamental shift to a current, electronic-only journal collection. This article describes the process and develops a model for use by other hospital libraries, with commentary on the impact on reference services to library users. Key findings are that physicians, residents, and nurses have come to expect electronic journal collections and use the Internet in the hospital library to access electronic journals. Similar to many academic health sciences libraries, the reference desk in a hospital library has become more like a technical support desk. Users who contact the library have questions about access to the library's electronic resources or about searching techniques. In the future, medical reference librarians will continue to assist searchers who cannot find what they are looking for and will assist those who repeatedly get results that do not match their information needs.     

Introducing Information Literacy 2.0

In the age of Google, academic library services are changing out of necessity. Students and faculty have many more sources of information beyond the library's offerings and reference desk statistics are plummeting. To remain relevant, academic library services must adapt and librarians must apply their skills in new ways. In this column, the author will explore current issues in academic library services.     

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.     

Questions asked at the virtual and physical health sciences reference desk: how do they compare and what do they tell us?

The questions asked at the traditional reference desk are decreasing while questions asked at the virtual reference desk are on the rise. Over a one-month period, the types of reference questions asked at an academic health sciences library were coded. This paper examines and compares the types of questions asked at the current day reference desk versus the virtual reference desk. This paper also reviews past literature examining the types of questions asked via virtual reference and the traditional reference.     

Do We Still Need Reference Services in the Age of Google and Wikipedia?

With the continuing development of web resources and Internet search utilities, the role of reference services is changing in the modern library. Traditional ready reference is in decline, but the need for broad-based research support will continue for the foreseeable future. As librarians adapt to the evolving research environment, libraries are experimenting with alternative models of reference services. Far-reaching calls to adopt one model or abandon another, such as the traditional reference desk, are off target given that each library must adapt to its own local situation and determine how best to serve its constituents.     

How Do I Get a Campus ID? The Other Role of the Academic Library in Student Retention and Success

Academic libraries have long gathered data at the reference desk to facilitate informed development of services and collections, and have long known that regardless of whether questions are related to doing research, the library is a safe place a student may go to find answers. This article highlights the role of the library and information commons service desks as valuable windows into the student experience. The authors suggest that librarians share with campus stakeholders information about students’ non-research-related questions to aid in the development of programs and services designed to help students adjust to campus life and, ultimately, succeed.     

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.     

Connecting with AIM

Abstract

Launching virtual chat reference services at Boatwright Library at the University of Richmond has been an interesting challenge of “trial and error” over the years. After trying several different software programs and staffing options, librarians have finally found a niche with AOL's Instant Messenger service. The first section of the article describes a path of experimentation, including early collaborations with the computing services help desk, staffing patterns within the library, technical and financial challenges with virtual reference software, and attempts to get students to use reference chat services. The second half of the case study describes the great success with AIM service in the past year, providing statistical information as well as coverage of training and guidelines, advertising, and staffing. This article touches on a number of themes, including the value of experimenting with a variety of chat reference software programs, and the need for library staff to stay current with new technologies.     

Richness vs. Reach

Summary

The ability of reference librarians to bring library services into new electronic arenas has been constrained by the inherent conflict within traditional approaches between the reach (number of users that can be served) and the richness (complexity) of its services. Increased use of information technology has brought with it increases in traffic at the reference desk without increases in staffing. Through the application of information technology used in electronic commerce and available on the Internet, libraries may be able to offer customizable electronic reference services to their users that increase both the richness of these services and the number of persons who benefit from them.     

Redefining reference in an academic health sciences library: planning for change.

Deciding that changes in the pattern of questions at the reference desk required focused consideration, the reference librarians at the Health Sciences Library of the University at Buffalo held a planning retreat. Technology-induced changes in the information-seeking behavior and reference needs of the library's clientele caused a reassessment of how these needs could best be met and what is the best use of librarians' time. The librarians considered current trends in reference in other academic libraries, the specific needs of the clientele of the Health Sciences Library, and the strengths and expertise of the library staff. The results of this structured discussion produced ideas for redefining reference to provide customized services for the clients and environment.     

The Changing Instructional Paradigm and Emerging Technologies: New Opportunities for Reference Librarians and Educators

As the next millennium approaches, libraries must change and evolve in the very near future in order to survive. Reference services can no longer stay behind a desk or wihtin a building's walls. Instead, reference librarians must examine their clientele, determine their unique information needs, and develop and market appropriate collections and services. The changing instructional paradigm in America's classrooms provides an opportunity for reference librarians to modify and expand their efforts to encourage information use and literacy for education faculty, student teachers, classroom teachers and administrators. This paper briefly discusses present day information seeking and library use by educators and then suggests new overtures to this library patron community.     

Enhancing Reference Services Through Technology

Summary

Technology makes it possible for library users to ask reference questions using e-mail or forms on the web and for librarians to conduct reference interviews using chat or videoconferencing software. This article explores each of these technologies and their current and potential use in reference services. A discussion of how technology has changed the way librarians find answers to reference questions is followed by a review of the tools needed for a well-equipped reference desk.     

The Reference Desk,Points-of-Sale,and the Building of Loyalty: Applications of Customer Relationship Management Techniques to Library Marketing

This article argues that the reference desk is a primary interaction point for direct marketing of the library and remains, despite all the other marketing methods (e.g., posters, speaker's events, email announcements, brochures, RSS feeds), an extremely potent agent to act as a physical point of sale for the library, so necessary in producing a loyal community of returning scholars. This method of marketing the library by the reference desk librarian has much to do with face-to-face interactions. Summaries adopted from Customer Relationship Management literature are discussed as marketing guidelines for the reference desk librarian.     

Refocusing Reference Services Outside the Library Building: One Library's Experience

In response to changing user needs, the library sought ways to meet new challenges and engage users outside of the building. Librarians were removed from the service desk in order to offer support at locations around campus. The service desk in the library was staffed primarily by paraprofessionals with librarians providing support as needed. Targeted staff training was offered, and different scheduling models were used over a period of time. Restructuring the service desk was a complicated endeavor but provided a number of benefits including expansion of services. Along the way, challenges were met and recognized as learning opportunities.