Campbell, McCabe, & Whitmer. (2013). Reference training manual for access services student assistants. Denton, TX: University of North Texas.

Leuzinger, J. (2013). UNT Libraries GLA training. UNT Blackboard course management system. Retrieved from learn.unt.edu

Morgan, P.J. (2009). Training paraprofessionals for reference service. New York: Neal-Schuman Publishers.

Oregon Tech Libraries. (2013). Keyword vs. subject searching. Oregon Institute of Technology. Retrieved from http://www.oit.edu/libraries/help/library-guides/keyword-vs--subject-searching

  In June 2012, the Willis Library at the University of North Texas (UNT) combined its first floor reference and circulation desks, creating the Library Services Desk (LSD). The two reference desks were staffed by one librarian and one graduate library assistant (GLA) where on-the-job training for the GLA occurred. The circulation desk originally was staffed by two to four undergraduate student workers. After the merger, the LSD was staffed by three circulation student workers and one reference worker, either a librarian, a reference specialist, or, and in most cases, a GLA. The reference workers are cross-trained in minimal circulation services. The circulation workers are cross-trained in basic reference services. The primary benefit of the merger has been the centralization of services for patrons.

Due to budget challenges and space allocation, UNT’s Willis Library recently combined the reference desks with the circulation counter. Where there were two reference desks staffed with a librarian and a GLA, there is now one reference chair at the Library Services Desk staffed with a GLA as the major source for walk-in reference assistance.

Students on both sides of the desk:Effective student training for exceptional service at a combined services desk

Douglas Campbell, Mary Ann Venner, & Susan Whitmer Public Services Division of the University of North Texas Libraries

University of North Texas, Denton, TX

Introduction

Training student assistants

Training graduate library assistants

Abstract

After: One service point

Bibliography

The GLA reference training is a combination of a comprehensive Blackboard course and weekly professional development meetings. The Blackboard course includes library organization information, database navigation skills, citation assistance, and emergency procedures. (Leuzinger, 2013).

The first training challenge is preparing the GLAs to provide exceptional reference service to patrons. The second training challenge is providing instruction to the entire LSD staff to deliver circulation and reference services that appear seamless to patrons while maintaining a distinct division of labor behind the desk.

Conclusion

Training challenges

Before: Separate desks

The student assistants at the Library Services Desk are undergraduates from diverse disciplines. In order to teach basics reference skills, a Basic Reference Skills training manual was designed by a librarian, a reference specialist, and a student assistant, (Campbell, McCabe, and Whitmer, 2013).

The UNT Libraries experiment in combining the reference desk with the circulation desk has been successful because we have qualified reference GLAs and the student assistants are trained in basic reference service. Reference training is ongoing and provided using multiple formats: classroom instruction, on-the-job training, online training, and a reference training manual.