Current and Emerging Models of Reference Service

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Job Talk presentation on Emerging and Current Models of Reference Service for a LIS course on Academic Libraries and Scholarly Communcation

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Current and Emerging Models of Reference Service

  1. 1. Emerging and Current Models of Reference Service Caitlin Harrington
  2. 2. ● 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
  3. 3. Budget Cuts Assessment: ● Physical presence of librarians ● Modes of communication ● Access points
  4. 4. Tiered Virtual Roaming
  5. 5. Subject Specialist Librarian
  6. 6. Too specialized for general reference Repetitive questions, unrelated to research Frustrated librarians and waste of highly trained professionals
  7. 7. Tiered Model
  8. 8. First Tier Students, Paraprofessionals Second Tier Librarians
  9. 9. ● 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
  10. 10. Information Desk IT Student Success Reference
  11. 11. Virtual Model
  12. 12. Asynchronous ● Email Synchronous ● chat, IM, text messaging
  13. 13. Evaluation ● Chat transcript analysis ● Placement of widget on library website ● Evolution since early 2000s
  14. 14. User Librarian ● Convenience of service ● Increased workload ● Users’ technological experience ● Learning new skill: risk-taking and time commitment ● Type of information sought
  15. 15. Reference Training Access Services Technical Services Library Systems
  16. 16. Execution ● Statistics ● Communicate issues and best practices ● Campus-wide marketing campaign
  17. 17. 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.
  18. 18. Roaming Model
  19. 19. Computer Lab Library Faculty Offices
  20. 20. 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
  21. 21. 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.
  22. 22. 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
  23. 23. Technological Innovations Streamline Service
  24. 24. Tiered Virtual Roaming

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