Week 6 Reference Models
Reference Services Models
Type Definition Pros Cons Reference Desk Librarian sits behind desk Single service point; Users know where to go May seem intimidating to users Consultation Complex questions referred to consultation service Uses librarians for complex questions Some users have to interact with multiple library staff members Tiered Reference Service Two or three levels of service: info desk; general ref desk; consultataion service Uses librarians for complex questions Staff must be trained for appropriate levels of service; users must re-ask questions at different service points Team Staffing Librarian and parapro work together at ref desk Librarian available to answer more difficult questions Parapro must make appropriate referrals to librarian; Busy times are awkward - sometimes librarian and parapro need to switch patrons Information Commons Integrated service point: circ, reference, technology, others? Users only need to stop at one place to ask all questions What are the chances the the right person will be answering the appropriate question? Roving Reference Librarians circulate throughout the reference area (or entire library) Reaches users intimidated by a reference desk Requires additional staffing Virtual Reference Asynchronous (email) and synchronous (chat) are examples Assists remote users Technology is often a barrier Outreach Model Librarians go out to departments or the community Can reach new audiences Requires additional staffing Adapted from Cassell and Hiremath, p. 423.
Desk Configurations
Desk with patron across from librarian. Fortress - large piece of furniture (ex: Colorado Supreme Court Library)
Desk with patron next to librarian - Penrose
Small tables (Arapahoe Library District)
Who should offer reference services?
Reference Librarians? Only reference librarians? Other librarians? Parapros? Students? Volunteers?
What do Reference Librarians do with their time?
Every individual answer will be different; every kind of librarian will pattern differently (academic, public, law, special, archives)
Direct contact with patrons/customers/users
Library instruction
Outreach
Collection development
Leadership (boards, committees, etc.)
Publishing
Presentations to the profession
Email Reference Examples
1. Regime stability in Saudi Arabia
2. Fostering Connections to Success and Increasing Adoptions Act of 2008
4. Granada (Amache) Japanese Internment Camp during WWII
7. MIT Sloan Management Review