It’s Complicated! The Continuing Evolution of the Reference Service Model Frances Devlin and Erin Ellis University of Kansas Reference Renaissance Conference August 8-10, 2010
Dec 19, 2015
It’s Complicated!The Continuing Evolution of the Reference Service Model
Frances Devlin and Erin EllisUniversity of Kansas
Reference Renaissance ConferenceAugust 8-10, 2010
Background
Traditional desk-bound reference services
Combined reference staff from Watson and Anschutz Libraries
Chat/IM reference
“Peer and tier” model implemented
Merged reference dept. dissolved
Service quality issues (LibQual)
Librarians staffing desks again
2002
2003
2004
2005
2006
2007 topresent
What is Reference (anymore)?
Help users find information
Modes of delivery have changed in-person, telephone, email, chat, instant
messaging/ texting, roving, and research consultations with librarians
Teaching philosophy
Trends
ARL Statistics (1991-2008) reference transactions declined by 53%
Questions are more complex
Undergraduates more comfortable with technology
Reference Stats (2008-2010)
Sp 2008 Fa 2008 Sp 2009 Fa 2009 Sp 20100
1000
2000
3000
4000
5000
All typesARL
Date
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Constantly Evolving Environment
Organization
Facilities/collections
Technology
User expectations
New roles for librarians
Assessment & feedback
Staffing
Organization
University/Library administration
Educational mission
Student retention priority
General education learning outcomes
Shrinking budgets/resources
Facilities & Collections
Combined service points Circulation, Technology, Research Help
Moving collections
Creating new and improved spaces
Group work/individual study space
Technology
Access and assistance “anytime, anywhere”
IM/text
Explosion of resource accessibility Databases/Interfaces Google/Search engines
Rapid change
Undergraduate Expectations
Complete and immediate discovery and delivery
Influence of Web 2.0 world
Feedback mechanisms
Exceptional service, convenient tools
Group study (flexible space)
New Roles for Librarians
Leveraging expertise (in & outside library)
Making strategic connections
Faculty/librarian teaching collaboration
Scholarly communication
Data management
Assessment & Feedback
Understanding users LibQual (2003, 2006, 2009) Internal surveys & focus groups
Tracking number & types of questions LibStats (in-person, telephone, IM) QuestionPoint (email)
Understanding reference staff
Staffing
Librarians and reference specialists (many from other library units), graduate students total of 32
Challenges Other responsibilities (reference not primary) Building generalist levels of proficiencies Knowing when to refer
How do we…
Remain relevant in an era of increasing self-service and Google?
Add value to our services?
Build staff proficiencies to answer general reference questions?
Deploy new technologies that can be personalized to meet user needs?
Challenges
Traditional roles for librarians are changing New skills needed
Staffing models are changing Should librarians continue to staff the desk? or provide only individual, in-office consultations?
It is complicated!
No one size fits all!
Customization of services and spaces
Combination of approaches
Anschutz Learning Studio
Blended single service point for information, technology, quick reference, setting appointments
Referrals to in-depth research consultation
Connections to other student services (writing, tutoring, advising)
Collaborative workstations, individual and group study spaces
Watson Library
Support faculty research & data management
Center for Digital Scholarship
Center for Research Methods and Data Analysis
Faculty and graduate student lounge
Creation of group and quiet study zones
Contact Information
Frances Devlin [email protected]
Erin Ellis [email protected]
University of Kansas, Lawrence, KS