Current and Emerging Models of Reference Service

Emerging and Current Models of Reference ServiceCaitlin Harrington

● Teach users how to use the library and its resources

● Answer specific informational queries from users

● Recommend sources to users that fit their needs or desires

● Promote the library within the community

Budget Cuts

Assessment:● Physical presence

of librarians● Modes of

communication● Access points

Tiered

Virtual

Roaming

Subject Specialist Librarian

Too specialized for general reference

Repetitive questions, unrelated to research

Frustrated librarians and waste of highly trained professionals

Tiered Model

First TierStudents, Paraprofessionals

Second Tier

Librarians

● Presence of librarians was missed by students and faculty

● Users failing to follow through to second tier

● Users skipping first tier and going directly to second tier

Information Desk

IT Student Success

Reference

Virtual Model

Asynchronous

Synchronous

● Email

● chat, IM, text messaging

Evaluation● Chat transcript analysis

● Placement of widget on library website

● Evolution since early 2000s

User Librarian● Convenience of

service

● Users’ technological experience

● Type of information sought

● Increased workload

● Learning new skill: risk-taking and time commitment

Training

Reference

Access Services

Technical ServicesLibrary Systems

Execution● Statistics

● Communicate issues and best practices

● Campus-wide marketing campaign

Nicol, E., & Crook, L. (2013). Now it's Necessary: Virtual Reference Services at Washington State University, Pullman. Journal Of Academic Librarianship, 39(2), 161-168.

Roaming Model

Library

Computer Lab

Faculty Offices

Fall 2010, Iteration 1● Answer question of any user that

approached them

● Respond to chat reference

● Visit users on campus this request a librarian’s presence

9% of total reference interactions

McCabe, K., & MacDonald, J. (2011). Roaming Reference: Reinvigorating Reference through Point of Need Service. Partnership: The Canadian Journal Of Library & Information Practice & Research, 6(2), 1-15.

Spring 2011, Iteration 2● Streamline reference desk with roaming

reference● Patrons at reference desk send chat to

roaming librarians● Glitches cause loss of communication and

librarian’s attentions divided

Technological InnovationsStreamline Service

Tiered Virtual Roaming