A discussion of Samford University Library's move to turn reference on its head and how it impacted instruction, patron service, and employee productivity. Presented at Alabama Library Association, April 2013

1. ON CALL, ON DEMAND –
A NEW REFERENCE MODEL AT
SAMFORD UNIVERSITY LIBRARY
ALLA CONVENTION – 2013
Montgomery, AL
Harold Goss, Chair, Reference and Research Services
Stephanie Rollins , Instruction Coordinator
Marliese Thomas, User Engagement Librarian
Carla Waddell, Government Documents Librarian

2. • Background
• Plan
• Information Literacy
• Other Priorities
• Marketing, Outreach, Engagement
• RESULTS!!!!!!!!!!!
• Questions/Discussion
INTRODUCTION

3. • When did we first take a look?
• WHY did we need to change?
• How did we get to the selected model?
• What if it doesn’t work?!?!
BACKGROUND

4. • WHY did we need to change?
BACKGROUND
REFERENCE DESK INSTRUCTION
2006-2007 – 4288 2006-2007 - 118
2007-2008 – 3222 2007-2008 - 119
2008-2009 – 2971 2008-2009 - 135
2009-2010 – 3137 2009-2010 - 141
2010-2011 – 2728 2010-2011 - 186
2011-2012 – 2444 2011-2012 – 176
Down – 57% Up – 63%

5. • When did we first take a look?
• Why do we need to change?
• How did we get to the selected model?
• What if it doesn’t work?!?!
BACKGROUND

6. • When did we first take a look?
• Why do we need to change?
• How did we get to the selected model?
• What if it doesn’t work?!?!
BACKGROUND

7. • Desk Location
– Visible
• Service Coverage
– On-Call
• Phone
• Chat
• Graduate Students
• What else?
– Training
– Nights/Weekends
THE PLAN

8. • NOT ABOUT
– US
– MODEL
MOST IMPORTANT!!!!!!!!!!

9. • NOT ABOUT
– US
– MODEL
– SAMFORD STUDENTS
MOST IMPORTANT!!!!!!!!!!

10. • Instruction Demand
• Assessment Opportunities
• Information Literacy
Opportunities……
INFORMATION LITERACY

11. • Introduction to Samford Library Resources
• How to Break Down a Topic
• Evaluating Resources
• What do you mean by “Scholarly Sources?”
• Ethical Use of Information
• Library Research Days – 2-3 Librarians work with
your class
• Senior Seminar Workshop
• Training on a Specific Library Resource/Subject Area
• Advanced Searching Techniques – Library and Web
• General Special Collections/Archives Instruction
• Google/Google Scholar Tips
INFORMATION LITERACY

12. • How to find and use multimedia in presentations
• Library Tours of the Building/Services
• Scavenger Hunt
• Help you create assignments that measure student’s
information literacy skills
• Teaching Library Instruction via Moodle
• Embedding a Librarian in your physical class
• Collaborating to create multimedia projects,
tutorials, guides, wikis, or blogs
• Add us to your Moodle for one stop access to course
and assignment support resources
• Information Literacy skills assessment and reporting
INFORMATION LITERACY

13. • Flexibility allowed us to….
– Embed
– Workshops
– Consult
– Assess
– Meet/Collaborate
– Train
– Serve
OTHER PRIORITIES

14. • Flexibility allowed us to….
– Reach (non-traditional)
– Resource Management ( Research
Guides, etc)
– Campus Events/Activities
– More 1-on-1 with students
– Respond
OTHER PRIORITIES

15. • Not just marketing...
ENGAGE
…actions to words.

16. ENGAGE
thinking
outside the box
AND building
for events

17. ENGAGE
•Building relationships through online
media
•Partnerships with campus
organizations & student groups
•Events
•Exhibits
•Embedding Ask Us! in Moodle & non-
Library sites

18. ENGAGE
•Building relationships through online
media

19. ENGAGE
•Partnerships with campus
organizations & student groups

20. ENGAGE
•Embedding Ask Us! in Moodle & non-
Library sites

21. ENGAGE
WE are the resource, not the building.
Emphasize individuals.
Not just what we do
but
who we are.

22. ENGAGE
WE are the resource.

23. SEPT – DEC
2011 –
1306 Transactions
2012 –
1333 Transactions
RESULTS

24. SEPT – DEC
2011 – Strategy/consultations
247 Transactions
2012 – Strategy/Consultations
320 Transactions (38 INS REL)
RESULTS

25. INSTRUCTION
• 2008-09 116
• 2009-2010 126
• Fall 2012 123
RESULTS

26. • Point of need
– Additional consultations
• Harold
–Fall ‘11 - 11
–Fall ‘12 - 24
• Instruction
– 1 year of contact in 1 semester
RESULTS

27. • Other advantages
– Flexibility – scheduling…playing to strengths
– Training students (individual, group)
– Multiple Sessions (Fall ‘11 – 3; Fall ’12 - 13)
– Gov Docs visibility (Fall ‘11 – 16; Fall ‘12 – 35;
Workshop )
– Social Media (FB – 27.5% increase: 269 to 343,
Twitter - 428% increase: 42 to 222)
RESULTS