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Liz doreanddonnao doibhlin 'redefining reference' asl2014

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'Redefining reference at the Glucksman Library' case study by Liz Dore & Donna O Doibhlin University of Limerick. Case study presented at 'Information Innovators: Librarians evolving in the digital environment' the Academic & Special Libraries conference 2014

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Liz doreanddonnao doibhlin 'redefining reference' asl2014

  1. 1. STEPS - Space, Technology, Education, & People for Success  to redefining the reference service at the Glucksman Library, University of Limerick. Liz Dore & Donna Ó Doibhlin
  2. 2. STEPS  Why?  What we did?  Outcomes
  3. 3. Why? What? How?
  4. 4. Information Desk Working Group  User needs changing  Reference queries declining  Training needs of staff  Query Desk Information Sheet  Training Programme  Library Referrals Process
  5. 5. Sample Query Sheet – April 2012
  6. 6. Sample Query Sheet – February 2014
  7. 7. December 2012 January 2014 Overall query breakdown by type Catalogue Research Help Remote access- Overall query breakdown by type Referencing - Endnote Catalogue Remote access- quick look catalogue Research Help Referencing - Endnote quick look catalogue 16% 26% 29% 7% 3% 0% 74% 3% Breakdown of total queries Information 2% Procedural 98% 26% 16% Breakdown of total queries Information 4% Procedural 96%
  8. 8. Programme for Staff Training  In house      Reference Interview Query Desk Sheet Referrals Process Subject Specific Resources Feedback Sessions  External  Planning and Conducting Searches  Google tips for the Web  ‘Understanding User needs in an academic environment’
  9. 9. Gathering Feedback………. Sample In-house form The basic skills to navigate databases to help students More reviews of databases and journals to become more familiar
  10. 10. Library Referrals Process established . . .  Three Tier approach to answering queries…
  11. 11. How we kept the momentum going initially……  Training Screenshots / Subject portals / Resource Classes Challenges & Benefits:  Difficult to sustain the project with other responsibilities  Maintaining focus on task at hand  Encouraging attendance of non core desk staff  A more efficient desk service  A closer working relationship between desk staff & IS librarians
  12. 12. Staff/Focus Changes  Maternity leave  Front of House Committee  Realising your research value workshops  Library Quality Review  Reviews of QuestionPoint & Chat service
  13. 13. In redefining the reference service
  14. 14. In the interim . . .  We moved from here:
  15. 15. In the interim . . .  To here – new single service area & self-issue
  16. 16. In the interim . . .  Consultation area, appointment cards & LOD mobile
  17. 17. In the interim . . . Statistics: Sept 2012 68 QP queries & Sept 2013 177 QP queries
  18. 18. LISD Quality Review - Library priorities changed - all staff had to focus on the LISD Quality Review - Front of house group kind of lost its mojo . . but the pace of change never abated
  19. 19. Front of House Committee  Recently re-established  Representatives from all sections within library:     Information services Technical & Digital Services Readers’ Services Administration
  20. 20. Front of House Committee Terms of reference:  To formulate and oversee policies for front-of-house library services in line with library strategies & objectives  To develop mechanisms for the translation of such policies into achievable operational criteria  To monitor the application & consequences of agreed policies
  21. 21. Immediate agenda for the FOH Committee  Conduct staff training needs analysis  Evaluate virtual interfaces & training requirements  Review statistics collected  Survey staff formally/informally
  22. 22. Potential agenda:  QuestionPoint queries - Readers’ Services?  Knowledge Bank  Chat – Readers’ Services  Review of statistics –KPIs – analyse strategically  Library suggestions  Signage
  23. 23. also . . . potentially:  Training for all library staff  Displaying Library & Faculty publications  First 7 weeks/peer advisors programmes  Future-proofing our library & staff
  24. 24. The Reference Service Redefined?

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