Chapter 3 – Environmental and Administrative Factors
For any reference service to be successful, patrons must know that such a service exists, and know where to go and how to get that service. No matter how strong your knowledge and skills, you are useless to patrons if they can’t find you when they need help. This chapter discusses location, hours and staffing of the reference service area.
Location –
The traditional method of providing reference service is from a designated location within the library. This service desk is generally located near the reference collection, with computer access nearby. Patrons need to be able to find it easily. A central location, visible from the entrance to the building and with clear signage is best. (Alternative names for reference desk = information, research assistance, help desk.)
Some libraries combine the reference service with other functions, like in our library where all services are performed from one location. The advantage of a system like this is that patrons have fewer places to go for service. The disadvantage is that reference service becomes a small part of the larger circulation function. Patrons with information needs require your undivided time and attention, which is difficult to provide at a multipurpose service desk.
Remote service via telephone, e-mail, instant messaging or chat can also be effective in fulfilling patrons’ information needs.
Telephone service works best for short answer questions, since telephone patrons often compete with in-library patrons for service.
E-mail reference service allows patrons to submit a question at any time, even when the library is closed, and allows the librarian to respond when it is most convenient. Most e-mail reference services use a form to help the patron structure the question. Since there is no direct contact between the librarian and patron, back-and-forth correspondence may be required to clarify the question or obtain additional information. An advantage of this type of service is that the librarian can send material directly to the patron if using electronic sources.
Instant messaging or chat reference combines the interactivity of telephone and in-person service with the speed of the computer. Advantages: the patron can get help quickly regardless of where that patron is located. Disadvantages include the possibility that the remote patron will be competing with in-library patrons for service, the librarian and patron must have compatible technology, and the librarian must constantly be monitoring the system for activity. (Other technologies mentioned include video streaming and web page pushing; with no info given about either.)
Hours –
The American Library Association recommends that a library should offer reference service during all the hours the library is open. If this is not possible, then reference service should be available during the hours that meet the needs of the majority of their users.
Staffing –
Three staffing models were discussed.
Professional Librarians Only – The professional librarian is trained in reference interview and searching skills, is most knowledgeable about the library and its collections, and is therefore the best person to help patrons. (What a snob!) But who needs a P.L. to direct them to the bathroom, look up WalMart’s phone number, or help them master the computer catalog? And what happens when there’s one P.L. on duty and 6 college students need resources on 6 different subjects?
Mixed Staffing – Another person works at the reference desk with the reference librarian. The staff member or student answers directional questions and basic reference questions, and the librarian handles in-depth research questions. (The course instructor uses this staffing method for his library’s reference service. He uses student assistants to answer the phone, provide directional information, help patrons with the catalog, and help with problems at computer workstations. Research help is provided by the librarian.)
Tiered Service – The reference desk is manned by a staff person or student. The reference librarian is in a separate location. Patrons approach the reference desk with their questions, and if the question is beyond the capabilities of the staff/student, the patron is referred to the reference librarian. This requires the reference staff to recognize when a referral should be made, and the reference librarian to be available when needed. This model was presented as “providing excellent service to a few, while the majority of patrons receive lesser service.” A study at
My thoughts on this chapter: You can see the instructor’s bias in the way the staffing models were presented. And I happen to think there are people who are not “professional librarians” who are very good at research (my bias is also showing). I can be one of them if I’m interested in the subject, but . . . looking up boring stuff for other people, not so much. I'm looking forward to getting our new circ and reference desks -- I do think it will be nice to have a designated "question answerer," and a place to do it (reference, that is) separate from circulation functions. I was surprised that roving reference wasn't addressed at all in this chapter. As far as remote options, I know we get a number of phone reference questions, but can patrons submit reference questions through iBistro? And I guess "Ask Away" would be an IM/chat type reference service. I wonder if there's any way to track whether our patrons use this service.
(Sorry its taking me so long to complete this series. There are still 2 more chapters to go.)
1 comment:
I also like the "tiered staffing". In a way we do that now. After searching and are unable to some up with an acceptable answer for the patron, we refer it to our Director for further investigation.
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