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Reference Service Models Vision 2013


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Reference Service Models Vision 2013

  1. 1. Courtney MlinarApril 2013
  2. 2.  Reference everywhere
  3. 3.  Reference everywhere Merging service points
  4. 4.  Reference everywhere Merging service points Tiered or stratified staffing
  5. 5.  Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians
  6. 6.  Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians Change agents
  7. 7.  Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians Change agents Virtual services and resources
  8. 8.  Reference everywhere Merging service points Tiered or stratified staffing Embedded liaison librarians Change agents Virtual services and resources Makerspaces
  9. 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
  10. 10.  Quiet study areas Circulation and Access Collaborative meeting spaces Cataloging, classification of information Collection Development Reference and Instruction
  11. 11. Symbiotic relationship with community 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 ofcommunity
  12. 12.  Books are for use Every reader his book Every book its reader Save the time of the reader The library is a growing organism
  13. 13.  Flipped classroom Scholarly communication Open access Big data Globalization Mobile learning MOOCs
  14. 14.  Social learning Participatory content Group reports in video formats Peer-grading Hybrid flipped classroom
  15. 15.
  16. 16. Model chosen reflects values of institution: Process over information (centered onbibliographic instruction) Information over process (centered onanswering specific question)Most institutions use comboof two models
  17. 17.  Instruction on using library1 Answer patron inquiries Aid patron in selecting resources Promote library to demonstrate its valuewithin the community
  18. 18.  Traditional reference desk model (emphasison 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 oroffice2 Virtual model – chat, call center, text helpusers locate resources or answer questions,not in-depth
  19. 19.  The students already know how to usetechnology… Students don’t need help with onlineresources… Everything on the internet is true… We don’t need a library- we have Google… The book is dead…
  20. 20.  2007: 422,400 2009: 1,052,800 2011: 3,000,000 2012: 15,000,000
  21. 21.  Faculty struggling with rapidly changingenvironment of scholarly communication Millennial students who can’t tell differencebetween web site and online scholarly journal Everyone struggling with technology andethical use of information
  22. 22. 2 tiered Service Cluster:On call -Consultation ModelofferingOutreach andInstruction Servicesprovided by aPersonal or LiaisonLibrarian or Informationist
  23. 23. Service clusters with Main Hub Main hub for directional, circulation,technology, ready reference questions (Starthere 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
  24. 24.  Excellent customer service Professional development3 Team environment as partner with reference Staffed with reference at beginning of term Administrative support Collaboration across all library departments
  25. 25.  On call- available when not in meetings,teaching, consultations Welcome wagon Linger and learn setup Work on same side of desk, side by side (letthem drive while you coach) Additional area adjacent to office for groupconsultations (breakfast bar setup) Consultations in offices, roving, in facultydepartments, administrator’s offices Shared calendar to communicate schedules
  26. 26. “Moving librarians from reference desksinto…discovery spaces does not killthem off! It changes their roles oncampus and makes them more…responsive to the multiplicity andcomplexity reflected in research onmost academic campuses.”4
  27. 27. Discovery spaces nearby Ask a Librarian area: Makerspaces Writing Center Media Studio Technology Services Faculty Commons
  28. 28.  New faculty orientations Partnerships with campus organizations andinitiatives, academic affairs Faculty development presentations FYE, grad school activities Instruction at point of need Members of key faculty committees such asCurriculum, Professional Development,Technology
  29. 29. Faculty and student buy-in: User success-centered Referrals from users Network Connect researchers with similar topics Grassroots pervasive transliteracy
  30. 30.  Teaching and learning partnerships Guest lecturers included in syllabi Online videos and tutorials included in coursecontent 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
  31. 31.  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
  32. 32.  Share the process Think aloud Let them drive Praise their progress
  33. 33. Amaze and delight:“I spent 4 hours last night looking for articlesand you helped me find 45 in 20 minutes!”“I have worked at 5 major research universitiesand never had a librarian help me with myresearch before!”“I thought I had to give up a class lecture to fitlibrary instruction into my course calendar!”
  34. 34. “A university is just a group of buildingsgathered around a library.”― Shelby Foote
  35. 35. “The only thing that you absolutely have toknow, is the location of the library.”― Albert Einstein
  36. 36. “Librarians, not libraries!”-Janet Schneider, FHSLA 2013
  37. 37. 1. Rieh SY. Changing reference service environment: a review of perspectives frommanagers, librarians, and users. J Acad Lib 1999;25:178-86.2. Tumbleson BE, Burke JJ. Embedded librarianship is job one: building on instructionalsynergies. Pub Serv Quart 2010;6:225-36.3. RUSA Task Force on Professional Competencies. Professional competencies forreference and user services librarians. RUSA Guidelines Accessed April 22, 2013.4. Aguilar P, Keating K, Schadl S, Van Reenen J. Reference as outreach: meeting userswhere they are. J Lib Admin 2011;51:343-58.5. Nunn B, Ruane E. Marketing gets personal: promoting reference staff to reach users. JLibr Admin 2011;51:291-300.6. Oakleaf M, VanScoy A. Instructional strategies for digital reference: methods tofacilitate student learning. Ref & User Serv Quart 2010;49:380-90.
  38. 38. Courtney Mlinar