Staffing by Design: A Methodology for Staffing Reference |
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Authors: | David Ward |
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Institution: | 1. Undergraduate Library , University of Illinois , Urbana , Illinois , USA dh-ward@illinois.edu |
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Abstract: | The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in-person and virtual reference services desks adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in-person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type. |
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Keywords: | chat reference staffing statistical analysis virtual |
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