Tales untold: The connection between instruction and reference services

This article examines the relationship between bibliographic instruction and reference services. It provides historical definitions for the two services, reviews selected literature that comments on this relationship, and, in turn, considers questions that librarians might ponder as they look at the relationship between reference and instruction in the age of information literacy. The results of a survey distributed to and completed by libraries in the Southeast provide information about how these libraries are making connections between the two services. Finally, recommendations for improving the teaching of information literacy at the reference desk and in instruction classes are provided.     

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.     

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.     

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.     

The Fragile Allure of Reference

In spite of sometimes difficult working conditions, reference services continue to have an allure, both for prospective and experienced librarians. This attraction is explained in terms of a number of factors, including the archetypal role of reference, the various roles public service librarians perform, the positive feedback they experience, the different work rhythm of a reference desk, and the "encounters with reality" the desk provides. Yet the allure is fragile, and the same factors that give the reference desk its attraction also threaten the pleasures it can provide.     

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.     

MELVYL MEDLINE: reference service implications of an end-user search system.

The implementation of MELVYL MEDLINE, a successful online end-user system in the University of California (UC) health sciences libraries greatly enhanced the capabilities of reference desk service by providing immediate access to current medical literature from the MEDLINE database. With these enhancements, the extent of the impact on the delivery of reference service was not anticipated. Concurrent with providing traditional reference service requests, there was a constant need for individualized end-user instruction by MELVYL MEDLINE users, and continual maintenance of workstation equipment and supplies. This paper describes the experiences at the UC Irvine (UCI) Biomedical Library and compares these experiences with other UC health sciences libraries. The purpose of this paper is to discuss some of the issues which must be considered when planning for the implementation of an end-user system within the reference service function.     

The impact of technology and a no remediation policy on non-traditional students

A Hunter College librarian, with public library experience, offered a series of drop-in workshops Saturday afternoons open to all students and questions regarding Web or Windows use in the academic year, 2000-2001. The intention of the workshops was to address the continuous needs of students lacking technological and informational literacy. The success of these workshops led to this investigation of the implications of 21st century technology on non-traditional students from the perspective of bibliographic instruction as well as reference desk service. The perspective is that of the urban educational environment of City University of New York and Hunter College. The histories of open admissions at CUNY and the current efforts to abolish remediation are examined.     

Where did the reference desk go? Transforming staff and space to meet user needs

ABSTRACT

A sharp decline in the number of reference queries prompted the library administration at Indiana State University to begin a project to combine the circulation, reference, and IT desks to reduce staffing at a new consolidated service point. All faculty and staff in the reference/instruction and circulation units participated in the project. The new arrangement and subsequent removal of librarians from routine desk duties have expanded instructional opportunities, consistent with the university's goals. Project participants plan further assessments to better determine the impacts of the new service arrangements.     

Reference Librarians/Educators

Summary

Reference librarian roles are evolving in today's rapidly changing environment. Values that have shaped and guided our profession thus far are discussed, and the rigors of working at a general reference desk are portrayed. Information overload, the demands of the information age, general societal trends, and new technologies are credited with shaping service directions. Strategies for maintaining professional competence and currency are presented, and emerging roles are profiled.     

Faculty

Abstract

Teaching faculty are a key resource for reference librarians. This paper includes a discussion of major forces affecting reference service as well as suggestions on ways for librarians to become better acquainted with teaching faculty. One benefit of making these connections is that when faculty know and have confidence in librarians, they are more likely to urge their students to get help at the desk, to schedule course-related instruction sessions, and to let librarians know if they have a particularly difficult or complex assignment. Another benefit is that such connections often lead to increased opportunities, from participation in campus-wide initiatives to the development of collaborative projects and other scholarly work. As a librarian relatively new to the profession, I know that such connections with teaching faculty have enriched my own career.     

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.     

Term Paper Counseling:

Term paper counseling has emerged as the library's solution to the instructional limitations and constraints of the reference desk and the bibliographic instruction classroom. Term paper counseling uses the tutorial method of instruction to provide students with individualized assistance. Paralleling the four major tutoring structures, term paper counseling has been provided as standalone tutoring, course tutoring, emergency tutoring, and structured tutoring. This paper details tutoring as an instructional method, term paper counseling as tutorial, and successful models for term paper counseling.     

Supporting User Needs and Skills to Minimize Library Anxiety:

Academic reference and instruction librarians are commited to providing excellent and appropriate service to their library users. However, the increasing diversity of users in today's academic libraries, coupled with the overwhelming amount of information available in a variety of formats, often form barriers which prevent users from feeling sufficiently comfortable in approaching the reference desk to ask for assistance. Guidelines are suggested for use by academic librarians in evaluating facilities, services and staff in their libraries to assess their effectiveness in welcoming users and validating their information needs.     

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.     

Student Assistant Training in a Small Academic Library

Abstract

At Valparaiso University's main library, the Christopher Center for Library and Information Resources (formerly the Moellering Library), student employees are an integral part of day-to-day operations. Students work at the reference desk and must be able to handle reference questions. Since the fall 2000 semester, the Reference Services Librarian has been creating a training program for the student assistants, consisting of an initial training period and a series of quizzes combined with review sessions. Student assistants are also indispensable in Instruction Services. These students are charged with library web site and instruction materials' updates. Methods, lessons learned throughout the process, and quiz questions are used to illustrate the development of the training program. Student performance evaluations and feedback are positive.     

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.     

Analysis of reference transactions using packaged computer programs.

Motivated by a continuing education class attended by the authors on the measurement of reference desk activities, the reference department at Scott Memorial Library initiated a project to gather data on reference desk transactions and to analyze the data by using packaged computer programs. The programs utilized for the project were SPSS (Statistical Package for the Social Sciences) and SAS (Statistical Analysis System). The planning, implementation and development of the project are described.     

Analysis of Reference Transactions Using Packaged Computer Programs

Motivated by a continuing education class attended by the authors on the measurement of reference desk activities, the reference department at Scott Memorial Library initiated a project to gather data on reference desk transactions and to analyze the data by using packaged computer programs. The programs utilized for the project were SPSS (Statistical Package for the Social Sciences) and SAS (Statistical Analysis System). The planning, implementation and development of the project are described.     

Redefining roles and responsibilities: Implementing a triage reference model at a single service point

ABSTRACT

As academic institutions continue to renovate and remodel existing libraries to include colocated services, it is important to understand how this new environment requires the redefining of traditional library roles and responsibilities. This case study examines how Delaware County Community College redefined reference and research service by transitioning to a triage reference model. This includes how information desk staff and student workers at a single service point determine when to refer users to librarians and how this model has evolved based on specific situations and experiences.