Tiered Reference Project: Library Staff Members and

Professional Librarians in Pursuit of Excellence

Shahla Bahavar, Ph.D.Assistant Reference Coordinator, USC Libraries

Sophie Lesinska, Ph.D.Reference/Instruction Librarian, USC Libraries

Tiered Reference: Definition

Tiered reference provides a structure for resolving reference questions efficiently while maintaining high quality service for all variety of inquiries. The idea of referral is central to a tiered reference philosophy. Tiered reference training provides baseline knowledge in resources and gives reference providers the skills they need to identify when, where and how to refer questions.

Tiered Reference: Definition

Tiered reference provides a structure for resolving reference questions efficiently while maintaining high quality service for all variety of inquiries. The idea of referral is central to a tiered reference philosophy. Tiered reference training provides baseline knowledge in resources and gives reference providers the skills they need to identify when, where and how to refer questions.

Historical and Institutional Context

• Nearly twenty branch libraries/service points on USC main campus: different practices and cultures

• Realignment of the USC library system in 2003 launches efforts to assure that all service points adhere to a shared set of customer service values and practices

• Three Interdisciplinary Research Centers with corresponding Teams created: Arts and Humanities, Science and Engineering, Social Sciences

Tiered Reference Project:Goals

• To involve staff and students in providing reference services

• To create structured reference training with shared learning outcomes for the entire library system

• To assure the high quality of information and reference services offered at all service points

Leavey Library Information Commons: A Model of Tiered Service

• Since 1994 USC has offered high quality tiered reference services in Leavey Library Information Commons

• Unique training program designed by Shahla Bahavar, USC Libraries Assistant Reference Coordinator

• Student Navigation Assistants, Information Commons Staff, Research Librarians

Reference Tiers

Specialized consultations

Advanced reference questions

Basic reference questions, directional questions, computing questions

Tiered Reference Project Team

• Formed 2004• Membership: USC Libraries Reference

Coordinator, USC Libraries Assistant Coordinator, three reference librarians representing three different Interdisciplinary teams, three staff members

• In 2005 new staff members and librarians recruited• Mandate: create structured Tiered Reference

training

Module 1: Baseline Knowledge

of Public ServicesOnline Tutorials:

• USC Web Overview

• Advanced HOMER (USC online catalog)

• Scholars Portal (USC federated search tool)

• Referrals

• Implementation: Spring 2005

• Six in-person sessions • Over fifty attendees• Currently library

managers include tutorials as required student training material

Implemented Spring 2005

Tutorials on USC Libraries Reference Web

http://www.usc.edu/isd/libraries/about/reference/

Module 2: Baseline Knowledge of Reference Services

Online tutorials• Reference Interview

(digital movie to be soon uploaded to USC Libraries Reference Web)

• Interpreting Citations (online tutorial)

• 5 in-person sessions• 94 attendees

Implemented Fall 2005

Module 3: Baseline Knowledge of USC

Electronic Resources

Module 3: Baseline Knowledge of Electronic

Resources

• Online Reference Resources

• Full-text Resources

• Searching Databases

• Finding Dissertations

Under development

Projected implementation: Fall 2006

Training Assessment

The online survey’s goal is to improve the Tiered Referencetraining program and recommend changes for the further training sessions.

Survey Sections:

•I. Reference Training: General Orientation•II. Reference Training: Reference Interview, Referral Process•III. Reference Training: Electronic Resources, Online Catalogs •IV. What method of training would work the best for you?

Available in Spring 2006

Lessons Learned

• Tutorial Software: Viewlet, Camtasia• Tracking student progress: online tests• Recruiting student workers as a film crew• Gaining institutional buy-in: rotating

membership, in-person classes, gathering feedback

• Result: staff empowerment, improvement of customer service and motivation

Module 4: Key Specialized Resources

• Subject specialists currently experiment with tutorial software

• The project is gaining institutional buy-in

Development plans: Fall 2006