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

3. Elements of torts

4. Granada (Amache) Japanese Internment Camp during WWII

5. Transcript of a hearing

6. EU and sovereignty

7. MIT Sloan Management Review

8. Article complete citations

9. School vouchers