The Problem Patron and the Academic Library Web Site as Virtual Reference Desk

Summary

Emerging technologies continue to offer librarians new opportunities to improve user services. Comment and query links on some library web pages are absorbing a significant share of the customer service workload previously handled by traditional reference desks. Fa miliar types of patron problems of course continue to crop up at the “vir tual reference desk.” New and different aspects of patron problems also appear. Originating with the experiences of a research university li brary's web group in dealing with incoming user messages, this study examines the challenges as well as advantages of dealing with “problem patron” phenomena in a virtual environment.     

Hey,Look Who Took This Out!-Privacy in the Electronic Library

ABSTRACT

No one can predict what document delivery will look like in the future, but librarians must guard patron confidentiality even in an electronic environment. This time it isn't an easily solved problem like finding another way of recording circulation than handwriting patron names onto circulation cards, it is instead the tracking of personal information attached to electronic text supplied by publishers that is a potential violator of patron privacy. Unmonitored in their efforts to protect their intellectual property without considering the rights of their customers, publishers could pose a threat to their customers' privacy, thus limiting their legal right of free access to information. Although encryption technology would appear to provide an answer to the confidentiality problem, it is not a panacea and that must be considered as the National Information Infrastructure is developed. Librarians need to stay alert to the developments in electronic publishing to be sure their concerns for patron privacy continue to be heard.     

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 Pro Se Patron

Abstract

The author contends, based on articles published in recent years discounting the legal obligation of law librarians to pro se patrons, that law librarians have a paramount ethical obligation not to cause harm, and thus to avoid the practice of law from the reference desk. As a result, the attorney patron and the pro se patron cannot be afforded the same level of legal reference service. The attorney is the conversant intermediary between the legal materials (and the librarian) and the client, whereas the pro se patron is the client with a layman's dearth of basic legal knowledge.     

It Takes a Village to Manage the 21st Century Reference Department

Abstract

Reference services at Oregon State University's Valley Library have undergone several reorganizations in response to institutional changes, shifting service needs and patron demands. Part of this history includes training for and functioning in team-based management. We have now evolved to a management model that utilizes workgroups and an advisory and coordinating council to assist in running the department. We find this model provides flexibility, sharing of the workload and professional development opportunities, all of which are essential in today's tumultuous reference environment. We will describe the functioning, potential hazards and multiple advantages of this model.     

The Serials Librarian and the Reference Department:

Reference librarians are persons who deal with users directly, providing services which cover a wide range of subjects and formals. Sometimes these librarians have subject expertise or are strong in certain areas. Serials librarians are also providing services to users but the nature of their contribution is sometimes overlooked, often misunderstood. The serials librarian can provide a useful link to the world of periodicals, journals, directories and other reference sources because he or she is familiar with the types of materials available, the treatment of serials, and the problems which are posed by this format's complexity. This paper presents the role of the serials librarian not only as a technical services professional, but also as a valuable associate to reference and public services. The main purpose of this discussion is to describe ways in which both reference and serials librarians can work together toward the ultimate goal of providing quality patron service.     

Privacy and Accountability at the Reference Desk

The questions of expectation of privacy by the patron and the accountability of he reference librarian to ensure privacy are explored. Discussion reveals lhat different patron types have different expectations of confidentiality. Librarians have an ethical accountability based on ALA Codes of Ethics, but social and personal conflicts may arise. The reference librarian has no legal accountability to protect the patron's confidentiality during a reference interview. Although the Codes need to protect the librarian more and reflect the dualities, there may be no resolution to conflicts between professional and personal integrity.     

A Walk Through the Obscure with Federal Economic Statistics

Economic statistics collected, analyzed, and distributed by the federal government are valuable for answering economic questions asked by all different types of library users; scholars, students, analysts, and laypeople. Not only must the reference librarian depend upon the expertise of the patron, but also be aware of the factors affecting the data, have a general idea of the interdependency of agencies. and when necessary, a willingness to to alternative sources. The difficulties of finding retrospective economic data should not dissuade the librarian or patron from using federal statistics.     

Capturing every patron interaction: the move from paper statistics to an electronic system to track the whole library

Reference departments track patron interactions to illustrate the type and number of services provided as well as to tailor librarians' time and expertise to the interest and needs of their patrons. Until 2010 the Reference, Education, and Community Engagement Department at the Calder Memorial Library tracked statistics using a complicated system of paper tic sheets and two Excel? spreadsheets. After considering different electronic systems, the department decided to employ an electronic form created with SurveyMonkey? to track patron interactions. After the system had been in place for three months, the authors administered a satisfaction and use survey to collect faculty and staff feedback on the new system. Seven months later the authors undertook usability testing to collect further evaluative data on the electronic form. The patron interaction form continues to be used to collect statistics, provide data for annual reviews, and recognize the contributions of all faculty and staff at the library.     

Reference Accuracy

This article explores aspects of accuracy as applied in a reference setting. Accuracy is defined in terms of correctness and precision as measured against some benchmark. Some factors that might influence accuracy are identified: education, attitude, reference setting, reference collection, the nature of the request, and the patron. Finally, some assumptions are presented that challenge the use of accuracy as a gauge of reference success. Accuracy will largely be discussed in the context of question answering rather than other facets of reference service, such as library use instruction or the creation of bibliographies.     

Paraprofessionals at the Reference Desk

Abstract

In this article Ms. Pedzich examines a growing model of research service the use of paraprofessionals at the reference desk. She identifies the skills needed of the paraprofessinal, the designing of a training program and developing policies, procedures and manuals to assist in a successful paraprofessional program.     

Capturing Every Patron Interaction: The Move from Paper Statistics to an Electronic System to Track the Whole Library

Reference departments track patron interactions to illustrate the type and number of services provided as well as to tailor librarians’ time and expertise to the interest and needs of their patrons. Until 2010 the Reference, Education, and Community Engagement Department at the Calder Memorial Library tracked statistics using a complicated system of paper tic sheets and two Excel? spreadsheets. After considering different electronic systems, the department decided to employ an electronic form created with SurveyMonkey? to track patron interactions. After the system had been in place for three months, the authors administered a satisfaction and use survey to collect faculty and staff feedback on the new system. Seven months later the authors undertook usability testing to collect further evaluative data on the electronic form. The patron interaction form continues to be used to collect statistics, provide data for annual reviews, and recognize the contributions of all faculty and staff at the library.     

Current Trends in the Continuing Education and Training of Reference Staff

Changes in the library's environment and in the expectations of its clientele are related to trends in reference training. Those changes include less time for reference managers to prepare training packages for staff; more initial library contact of clientele with paraprofessional staff; increased expectations of users that library service will be the same in rural areas as in urban areas; and an increased need for non-traditional approaches to reference continuing education and training. This article describes continuing education and training programs that help library staff adapt to these changes, such as the California Opportunities in Reference Excellence project, Maryland's reference training based on unobtrusive reference research, peer evaluation of reference staff in Minnesota, and several other programs specifically for training paraprofessionals in reference.     

The Reference Collection Development Decision:

Information brokers can exercise a subtle but significant influence on a library's collection development practices through the reference tools they produce. Traditionally, reference sources' use in collection evaluation and their capacity io direct patron demand have helped shape collection building. New optical disc reference devices may have a more pronounced impact on general collections than their predecessors. The expense of the optical systems will likely reduce general collection budgets, while their potentially heavy usage could cause changes in collecting patterns. To insure that these changes will not diminish the library's abilily to serve its community, selectors will need to evaluate each system in full recognition of broadest possible implications. Careful selection will require clearly established reference goals consistent with the library's mission.     

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.     

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.