An Introduction to Reference Services in Academic Libraries

Abstract

Elizabeth Connor, AHIP, has a strong, rich history in international and US academic and medical libraries. She is the author of six books with three more in preparation; moreover, she has written numerous articles and many book reviews. She is well qualified to produce this publication. Her goal was to produce a primer for teaching and learning the principles of reference service in academic libraries. Writers responded to a request for abstracts in 2004, and eighteen authors were selected based on content and expertise. These authors provide eleven case studies and seven essays on a broad range of topics related to academic reference services. Each chapter has exercises designed to facilitate learning and integration of gained knowledge. The audience for the book includes library science students and librarians new to academic reference positions, which this reviewer agrees are the primary targets. Several of the contributions were designed to be humorous. Some of these short pieces work well, and others are not as successful. Humor is difficult to carry off and runs the risk of offending audiences. Such comments as “on all that the library has to offer: its knowledge resources, calm demeanor, and mature charm,” (p. 39) and “we get to help people and that feels good” (p. 154) can impress readers as trite. The humorous chapters make the audience for this book library and information science students and librarians new to academic reference services rather than those well established in the field. The chapters cover traditional areas of reference as well as the important digital and virtual components of modern reference. More specifically, the case studies include descriptions of virtual tutorials for information literacy training, reference triage, marketing services and programs, and relational and digital reference. Other topics vary from strategic planning and assessment of outcomes, the role of information literacy, trends toward more teaching and less face-to-face interaction, and costing and modeling of services for planning. The essays cover topics related to diversity, culture, special (problem) users, changing and evolving trends in librarianship and reference, and the role and experience of being an academic reference librarian. The case studies and essays represent a range of content from ideas to practical descriptions of successful and unsuccessful programs— sometimes more can be learned from what does not work in other settings than what does work. The authors are all experienced reference librarians from a wide range of public and private academic libraries in the United States. Very useful information and data are embedded in various sections. For example, the chapter by Guerrero on “What They Don't Teach You in Library School” has an excellent vision statement and the goals are measurable, realistic, and helpful (p. 66–7). Guerrero also includes a satisfaction survey that could be adapted to other institutions. Dent includes a useful open-book library quiz for college students (p. 14–8). Library school faculty will find the exercises with each section useful. One of the most useful aspects of this book is the description of the methods used to evaluate various programs and services. The evaluation component of any project or program is the most difficult to do, most often neglected or done poorly, and, in the era of evidence-based librarianship, probably the most important. Learning evaluation skills is difficult and the provision of methods that have worked (or not worked) with data and analyses is a valuable contribution to the research foundation of the profession. Good research builds on previous strong research. This book provides a strong foundation for academic librarians to do their own research in the area of reference services and training. Introduction to Reference Services in Academic Libraries is not the first or only text on the subject. The broad range of case studies and the essays, combined with the exercises and research example, make it an ideal textbook for library and information science students and those early in their career as academic reference librarians. It also belongs in the professional collection of most large academic libraries. This book is the first in a series of textbooks on academic reference services and makes this reviewer look forward to more volumes.