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Reference Trends, Concepts & Processes. Organizing, Delivering, and Managing Reference Services Reference and Information Services Chapter 11 (Kibbee, 2001). Chapter 11 Topics. traditional reference services rethinking reference moving beyond library walls new roles, new responsibilities
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Reference Trends, Concepts & Processes Organizing, Delivering, and Managing Reference Services Reference and Information Services Chapter 11 (Kibbee, 2001)
Chapter 11 Topics • traditional reference services • rethinking reference • moving beyond library walls • new roles, new responsibilities • changing management to manage change
ReferenceTrends Wiki http://referencetrends.wikispaces.com/
Tiered Service • a 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 Service Pros Cons considerable investment in training and creating a clearly defined mission smaller libraries cannot afford separating staff and facilities • generally effective for routine queries
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 Consultation • questions 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 Consultation Pros Cons staff intensive informed referrals remain a problem at the info desk • makes optimal use of staff expertise • eliminates the intrusions and stresses of on the fly reference encounters • offers librarians and users a more satisfying and productive encounter
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.
Roving • offering assistance to those who are staring blankly at a terminal or randomly eying shelves • operates 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 Service • five distinct but interrelated services • 1. 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 Service • 3. information broker model: user leaves the question and receives a response within a reasonable period of time • 4. research consultation/professional services model: with scheduled appointments • 5. instruction: would be incorporated into research consultation and technical assistance or could be a separate adjunct service
E-Mail Reference Services • librarians were concerned about unrealistic user expectations, high volume of use, and the loss of the reference interview • studies indicated that the majority of the questions are straightforward and can be answered using standard reference tools • users 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 tool • useful as a means of humanizing online communications, internet based collaborative software establishes real time connections
Videoconferencing • moderately successful • users appreciated the service, but some felt uncomfortable in front of a camera • many of the users still needed to go to the library to get the materials they needed
Blogs and Wikis can be used to build a community online and help people collaborate on research Wiki popular collaboration tool, providing accessible online space in which to develop and share documents, as well as to browse and search information • Blog • a web page that consists predominantly of user-supplied content • could take the form of a journal entry, or could contain news, links, or downloads
Blog and Wiki Survey • A: 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 Networking • facebook, MySpace • libraries 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.com • users can tag and access other user content, collaborating with one another to a new heightened level • by 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 Messaging • real-time conversation using text • affords the patron use of their own computer and instant access to the suggestions made by the librarian • provides faster access to information in most cases • gives 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!
