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
● 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
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