Student-Staffed Virtual Reference Services: How to Meet the Training Challenge

Student workers are a well-established component of academic library operations. Recently, their traditional role has expanded to include responsibilities that were previously assigned to librarians, including in-person and virtual reference support. This trend has raised concerns about service quality and highlighted the importance of adequate training and evaluation for student employees. This case study outlines the training and assessment program for student employees working on Ask a Librarian, an academic consortial chat reference service in Ontario, Canada. Evaluations indicate that student assistants are less formal in their communication style, do not consistently perform a thorough reference interview, and deviate from some Reference and User Services Association (RUSA) best practices. However, students are consistently rated very highly by users in exit surveys. With a training program that addresses communication, in-depth reference interview techniques, and consistent follow-up and assessment, students are a viable option for staffing chat and can meet high service quality standards for reference service.     

A Place to Protest

The national media converged on Baltimore, Charleston, and Ferguson, Missouri, in 2014 and 2015 to cover protests in response to police violence toward African American males. Although national and local media covered the events and the aftermath, alternative media sought to provide additional viewpoints and spur readers to respond. This study analyzed the practices, content, and public discourse connected to alternative weekly newspapers in Baltimore, Charleston, and St. Louis. The study examined whether the publications reflected ideal roles of alternative media, including representing different viewpoints, using non-traditional methods of content, and providing a space for the public to challenge systems of power and oppression. The authors also studied the online forums associated with all three publications, including each organization’s website and Facebook page, as potential spaces for alternative publics to emerge around a shared interest in collective action. The publications showed some characteristics of the ideal form of alternative media, but most lacked the diverse voices and critical calls to action needed to represent the normative standard. The discourse the news organizations spurred also fell short of the ideal. The forums lacked rational and critical engagement, and commenters largely failed to promote sincere attempts to engage in community conversation.     

Put Theory Into Practice

Audrey J. Jaeger, Stephany Dunstan, Courtney Thornton, Alyssa B. Rockenbach, Joy G. Gayles, and Karen J. Haley argue that applying our theoretical frameworks in everyday decision making will help us to be more efficient and effective—and they provide a user‐friendly analogy to guide us in this endeavor.     

History in your hand

In the swirl of current events including a pandemic and new chapters in the awareness of race and gender, it is the professional responsibility of librarians and archivists to create durable records for future scholars, so they can understand our present.     

Significant Influences on the Development of Adults’ Environmental Awareness in the UK,Slovenia and Greece

This article provides an overview and discussion of the relative importance of various categories of significant influences and formative life experiences on the development of environmental educators’ knowledge of and concern for the environment. A previous article in this journal (Palmer & Suggate, 1996) presents relevant findings deriving from the UK and analyses the ways in which the importance of influences may change through time or be affected by the subject's age. Here, the team of international authors presents data from three European countries and engages in both location‐specific and cross‐cultural comparative analysis.     

Newspapers as a reading resource: their impact on boys and on parental involvement

This study, carried out in connection with the Newspapers in Education programme, reveals the effectiveness of newspapers as a reading resource in the classroom. Their beneficial effect is especially apparent in the motivation given to boys as readers and to the natural way in which parents, and fathers in particular, can become involved.