Reference Trends, Concepts & Processes

Organizing, Delivering, and Managing Reference ServicesReference and Information Services Chapter 11 (Kibbee, 2001)

Chapter 11 Topicstraditional reference servicesrethinking referencemoving beyond library wallsnew roles, new responsibilitieschanging management to manage change

ReferenceTrends Wikihttp://referencetrends.wikispaces.com/

Alternative Models of Reference Services

Tiered Servicea separate information desk is established to address directional and quick-answer queries, while complex or in-depth questions are handled at a reference desk or by consultation librarian-centered rather than user-centered service

Tiered ServicePros

generally effective for routine queries

Cons

considerable investment in training and creating a clearly defined missionsmaller libraries cannot afford separating staff and facilities

Tiered Services Survey

A: My library uses some form of tiered reference services, at least some of the time.B: My library never uses tiered services.C: Tiers are for wedding cakes, and everyone knows you shouldn’t eat cake in a library!

Research Consultationquestions involving research sources and strategies are handled during scheduled appointments, or complex questions are referred to a librarian who holds office hours rather than handling them at the desk

Research ConsultationPros

makes optimal use of staff expertiseeliminates the intrusions and stresses of on the fly reference encountersoffers librarians and users a more satisfying and productive encounter

Cons

staff intensiveinformed referrals remain a problem at the info desk

Research Consultation Survey

A: My library employs a research specialist with whom patrons can schedule appointments.B: There are no separate research consultation services available at my library.

Rovingoffering assistance to those who are staring blankly at a terminal or randomly eying shelvesoperates on the assumption that many users do not ask for assistance and that users can benefit from the librarians’ expertise in clarifying research strategies, suggesting additional resources, etc.studies show that these spontaneous contacts indeed multiply opportunities to use professional skills and reach users who might not otherwise solicit assistance

Roving Reference Survey

A: My library encourages librarians to rove at least some of the time.B: My library expects reference services to happen at the reference desk.C: Roving should only occur on the planet Mars.

Differentiated Servicefive distinct but interrelated services1. directional and general information: can be delivered via signs, kiosks, web sites, etc.2. technical assistance: helping users negotiate online systems should be provided by roving staff

Differentiated Service3. information broker model: user leaves the question and receives a response within a reasonable period of time4. research consultation/professional services model: with scheduled appointments5. instruction: would be incorporated into research consultation and technical assistance or could be a separate adjunct service

Moving Beyond Library Walls

E-Mail Reference Services

librarians were concerned about unrealistic user expectations, high volume of use, and the loss of the reference interviewstudies indicated that the majority of the questions are straightforward and can be answered using standard reference toolsusers approach email with the same expectations as face to face encounters and usage has not overwhelmed library staffs

Electronic Conferencing

provides a powerful communication and learning tooluseful as a means of humanizing online communications, internet based collaborative software establishes real time connections

Videoconferencingmoderately successfulusers appreciated the service, but some felt uncomfortable in front of a cameramany of the users still needed to go to the library to get the materials they needed

Library 2.0

Blogs and Wikiscan be used to build a community online and help people collaborate on researchBloga web page that consists predominantly of user-supplied contentcould take the form of a journal entry, or could contain news, links, or downloads

Wikipopular collaboration tool, providing accessible online space in which to develop and share documents, as well as to browse and search information

Blog and Wiki SurveyA: My library actively maintains at least one blog and/or wiki.B: My library discourages staff from posting anything online that hasn’t been approved by our legal and/or public relations specialist.

Social Networkingfacebook, MySpacelibraries use these networks to market themselves to patrons and create a greater online presence by creating “social profiles”lays the groundwork for interacting with more users within the web-spaces they participate

Social Networking Survey

A: My library participates in some form of social networking.B: My library is very shy and feels awkward in any social situation.

Social Bookmarking Sites

delicious.comusers can tag and access other user content, collaborating with one another to a new heightened levelby using standardized tags on subject resources pages and having patrons use RSS feeders, the subject specialist librarian could instantly update their subscribers as to new and useful resources or pertinent information related to that subject

Social Bookmarking Survey

A: My library encourages subject tagging or word clouds, either on our website or our database.B: My library doesn’t participate in social or subject bookmarking.C: Tagging is just a fancy word for graffiti, which is illegal and destructive.

Instant Messagingreal-time conversation using textaffords the patron use of their own computer and instant access to the suggestions made by the librarianprovides faster access to information in most casesgives a library’s reference services the ability to have a constant presence on their website

Instant Messaging Survey

A: My library participates in some form of live, online reference service.B: My library has sourced out this service to an “Ask a Librarian” network.C: My boss told me she was going to take my cell phone away if she caught me texting again!

Questions? Comments?

References

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