Jennie Goforth & Kodi Saylor | University of North Carolina Chapel Hill

1. One-on-One Research Help
Designing Services that Support Enduring Relationships with First-Year Students
Kodi Saylor and Jennie Goforth, UNC Chapel Hill
PROBLEMS
§ Time limitations of the one-
shot restrict personalized help
§ Few walk-up questions at the
service point
§ First-year library anxiety
Rebranding of reference as a new
consultation service for first-year
writing students
§ Targeted population
§ New research coaching model
for training staff
§ Point-of-need service
RESEARCH COACHING MODEL
Practice
empathy
Establish shared
understanding
Make
progress
Revisit
goals
Make a plan
forward
Follow
up
REMOVING BARRIERS
MARKETING
§ Email to instructors
§ Word of mouth
§ Website
§ Classroom takeaways
§ Easy online booking
§ Embeddable in Sakai
§ Book w/ specific librarian
§ Wide availability of timing
SOLUTION
RESEARCH PLAN
Library staff members fill out a
plan during each consultation.
§ Encourages staff to adhere to
coaching model.
§ Creates useful takeaway for
students, with clear next steps.
We combined the reference interview with ideas from academic coaching.
All library staff are trained to follow this process during each consultation.
Icons from Noun Project:
empathy, Bregor Cresnar
shared understanding, Tahsin Tahil
progress, Nikita Kozin
goals, Delwar Hossain
SOURCES
pathway, Dmitry Mirolyubov
email, Kidiladon
computer, Edward Boatsman
Other Sources:
Kimsey-House, H. (2011). Co-active Coaching:
Changing Business, Transforming Lives. Boston,
MA: Nicholas Brealey Pub.