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Reference Service Models Vision 2013
This document discusses trends in reference services in academic libraries. It notes that reference is moving from traditional service desks to a more distributed model with embedded librarians, virtual services, and tiered staffing. Key aspects of this model include merging service points, placing librarians in areas where users work as liaisons, and offering various virtual methods like chat and text in addition to in-person help. The goal is to meet users' needs through flexible and accessible reference services.
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Similar to Reference Service Models Vision 2013
Reference Service Models Vision 2013
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- 3. Reference everywhere Merging service points
- 4. Reference everywhere Merging service points Tiered or stratified staffing
- 5. Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians
- 6. Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians Change agents
- 7. Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians Change agents Virtual services and resources
- 8. Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians Change agents Virtual services and resources Makerspaces
- 9. Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians Change agents Virtual services and resources Makerspaces Mobile apps to extend library branding
- 13. Quiet studyareas Circulation and Access Collaborative meeting spaces Cataloging, classification of information Collection Development Reference and Instruction
- 14. Symbiotic relationship withcommunity of users (Tyckoson 2001) Bricks and clicks Meet unique info needs of community Organize info within collections and beyond Streamline access to key info Reach out to address key issues of community
- 15. Books arefor use Every reader his book Every book its reader Save the time of the reader The library is a growing organism
- 16. Flipped classroom Scholarly communication Open access Big data Globalization Mobile learning MOOCs
- 17. Social learning Participatory content Group reports in video formats Peer-grading Hybrid flipped classroom
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- 20. Model chosen reflectsvalues of institution: Process over information (centered on bibliographic instruction) Information over process (centered on answering specific question) Most institutions use combo of two models
- 21. Instruction onusing library1 Answer patron inquiries Aid patron in selecting resources Promote library to demonstrate its value within the community
- 22. Traditional referencedesk model (emphasis on library as place- come to us for help) Teaching library model – no desk, instructional librarian duties Tiered model – (Brandeis) grad students / paraprofessionals staff one desk with circ, in- depth questions referred to another desk or office2 Virtual model – chat, call center, text help users locate resources or answer questions, not in-depth
- 23. The studentsalready know how to use technology… Students don’t need help with online resources… Everything on the internet is true… We don’t need a library- we have Google… The book is dead…
- 24. 2007: 422,400 2009: 1,052,800 2011: 3,000,000 2012: 15,000,000
- 25. Faculty strugglingwith rapidly changing environment of scholarly communication Millennial students who can’t tell difference between web site and online scholarly journal Everyone struggling with technology and ethical use of information
- 27. 2 tiered ServiceCluster: On call -Consultation Model offering Outreach and Instruction Services provided by a Personal or Liaison Librarian or Informationist
- 28. Service clusters withMain Hub Main hub for directional, circulation, technology, ready reference questions (Start here if you don’t know where to go) Service clusters include: Visible, easily accessible Ask a Librarian Area Located adjacent to non-quiet areas (Information Commons) Clustered by subject assignment
- 29. Excellent customerservice Professional development3 Team environment as partner with reference Staffed with reference at beginning of term Administrative support Collaboration across all library departments
- 30. On call-available when not in meetings, teaching, consultations Welcome wagon Linger and learn setup Work on same side of desk, side by side (let them drive while you coach) Additional area adjacent to office for group consultations (breakfast bar setup) Consultations in offices, roving, in faculty departments, administrator’s offices Shared calendar to communicate schedules
- 31. “Moving librarians fromreference desks into…discovery spaces does not kill them off! It changes their roles on campus and makes them more …responsive to the multiplicity and complexity reflected in research on most academic campuses.”4
- 32. Discovery spaces nearbyAsk a Librarian area: Makerspaces Writing Center Media Studio Technology Services Faculty Commons
- 33. New facultyorientations Partnerships with campus organizations and initiatives, academic affairs Faculty development presentations FYE, grad school activities Instruction at point of need Members of key faculty committees such as Curriculum, Professional Development, Technology
- 34. Faculty and studentbuy-in: User success-centered Referrals from users Network Connect researchers with similar topics Grassroots pervasive transliteracy
- 35. Teaching andlearning partnerships Guest lecturers included in syllabi Online videos and tutorials included in course content Help at point of need within the course Links to LibGuides, tutorials Assistance with instructional design Active member of curriculum committee Frequent presenter for faculty development
- 36. Build trust(go to person) Create working relationship Librarians, not libraries – value (human factor) Team of informationists Curriculum consultant for faculty Dedicated to faculty and student success
- 37. Share theprocess Think aloud Let them drive Praise their progress
- 38. Amaze and delight: “Ispent 4 hours last night looking for articles and you helped me find 45 in 20 minutes!” “I have worked at 5 major research universities and never had a librarian help me with my research before!” “I thought I had to give up a class lecture to fit library instruction into my course calendar!”
- 39. “A university isjust a group of buildings gathered around a library.” ― Shelby Foote http://www.goodreads.com/author/show/24846.Shelby_Foote
- 40. “The only thingthat you absolutely have to know, is the location of the library.” ― Albert Einstein http://www.goodreads.com/author/show/9810.Albert_Einstein
- 41. “Librarians, not libraries!” -JanetSchneider, FHSLA 2013
- 42. 1. Rieh SY.Changing reference service environment: a review of perspectives from managers, librarians, and users. J Acad Lib 1999;25:178-86. 2. Tumbleson BE, Burke JJ. Embedded librarianship is job one: building on instructional synergies. Pub Serv Quart 2010;6:225-36. 3. RUSA Task Force on Professional Competencies. Professional competencies for reference and user services librarians. RUSA Guidelines 2003. www.ala.org/rusa/resources/guidelines/professional. Accessed April 22, 2013. 4. Aguilar P, Keating K, Schadl S, Van Reenen J. Reference as outreach: meeting users where they are. J Lib Admin 2011;51:343-58. 5. Nunn B, Ruane E. Marketing gets personal: promoting reference staff to reach users. J Libr Admin 2011;51:291-300. 6. Oakleaf M, VanScoy A. Instructional strategies for digital reference: methods to facilitate student learning. Ref & User Serv Quart 2010;49:380-90.
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