Effective Reference Service Research Articles

Teaching Reference Interview Skills with Improv

This study explores the use of improv guidelines and exercises to explore best practices for the provision of reference services. Existing literature indicates that improv skills have applications in many areas of life, are being used in the higher education classroom, and are being used in libraries. The literature supports the idea that improv exercises could be used to teach reference interview skills. Understanding that soft skills are important for reference librarians, but are not always covered in reference courses, the authors sought to experiment with using improv in class. One of the authors included improv activities during one class meeting of the reference course during three sections over two semesters. During the first semester, the class met face-to-face. During the second semester, the two classes met synchronously online, due to COVID-19. Student feedback collected immediately after the improv activities supports using improv as an innovative teaching approach for encouraging graduate library students to engage with the soft skills needed for effective reference services.

Special Collections in View: Marketing and Outreach as Reference Services

This article discusses the marketing and promotion of special collections in academic law libraries as complementary to, and a part of, effective reference services based in those collections. The two activities can share similar goals and be mutually reinforcing: good marketing can lead to better reference service and an increase in patrons using special collections; and better, more engaged reference service can lead to long-term interest and support for special collections among a library’s stakeholders.

Here, there and everywhere: an analysis of reference services in academic archives

The purpose of this study is to investigate how archivists conduct reference services. The investigators administered two surveys to 19 participants at 15 Canadian academic archives to understand archivists’ behaviour while performing reference. There is no standard approach to reference as many archivists use institution-specific tools coupled with their own knowledge. Finding aids are the most frequently accessed tool and are most often used in conjunction with other tools. Limited resources are the primary barrier to the provision of effective reference services. The tools that are employed by archives are archivist focused, which results in reference services that are not user focused.

Reform of the Slavic Collection of the U.S. Library of Congress in 1940-1957

The author gives an overview of reorganization of the Slavic Collection of the Library of Congress in 1941-1957. In that period its employees, being supported by both state authorities and private funds, established constant links with the Soviet book trade organizations, began to coordinate similar book exchange programs of other American research centers, developed the effective reference service. The largest Slavic collection outside Russia was created as a result of the reforms.

Distance Students' Attitude Toward Library Help Seeking

Distance students' attitude toward seeking library help was examined in a medium sized university. A web-based survey was conducted for indentifying library help seeking attitudes among distance students. A 30-mile radius of the campus was used to arbitrarily distinguish between near campus and far campus groups. The study concluded that distance students who visit library and seek help more frequently are more likely have higher self-efficacy on learning. Among all types of library help sources, Libguides were the most used. Near campus students preferred face-to-face consultation more than virtual service, and they also tend to seek help from peers. However, far campus students were more likely seek help with a distance librarian. Email continued to be the most common way of distributing and receiving library information. Social network tools for information seeking were not appreciated as had been anticipated. Implications of the findings for providing effective reference service are discussed. There is not one reference service model that fits all. A library should determine the best reference service that meets the changes of their communities and library's function over time.

A Community of Practice: Librarians in a Biomedical Research Network

Providing library and reference services within a biomedical research community presents special challenges for librarians, especially those in historically lower-funded states. These challenges can include understanding needs, defining and communicating the library's role, building relationships, and developing and maintaining general and subject specific knowledge. This article describes a biomedical research network and the work of health sciences librarians at the lead intensive research institution with librarians from primarily undergraduate institutions and tribal colleges. Applying the concept of a community of practice to a collaborative effort suggests how librarians can work together to provide effective reference services to researchers in biomedicine.

“It's research made easier!” SMS and chat reference perceptions

PurposeThe purpose of this paper is to discover how college students perceive text messaging reference (SMS), chat reference, and face‐to‐face reference services.Design/methodology/approachThe authors administered surveys about chat, text messaging (SMS), and face‐to‐face reference to students enrolled in a one‐credit library skills course. Survey results focus on users' willingness to return, their perceptions of chat and text messaging (SMS) reference, and the reasons they choose to utilize different communication mediums for reference service.FindingsCollege students value the availability of high‐quality, quick, convenient, personalized reference assistance, regardless of medium used.Practical implicationsAcademic libraries can personalize reference services, but also need to offer ways for patrons to ask questions anonymously.Social implicationsRobust communication contributes to the perceived usefulness and success of library reference services. Effective reference service provided at the point‐of‐need helps build positive student‐librarian relationships.Originality/valueThis study aims to contribute to reference services research by bringing new technology into consideration. It focuses on two technologies (chat and SMS reference) in light of another available method (in‐person reference desk). This study is based on a 2002 study about patron perceptions of chat reference (Ruppel and Fagan), which is compared to the current study's results.

Blending the Trends: A Holistic Approach to Reference Services

The growing trends of tiered reference, roving librarians, and virtual reference offer academic libraries several options for providing the most effective reference service. Increased enrollment at community colleges has prompted a reconsideration of how librarians can balance reference, teaching, and faculty responsibilities. This article presents a case study of the Evelyn S. Field Library's implementation of a holistic reference format, blending the referral system of tiered reference with the roving librarian concept to remove full-time faculty librarians from the traditional reference desk, increase the amount of time chat reference can be offered, and create a more effective environment for in-depth reference and research assistance.

‘You're a guide rather than an expert’: Archival reference from an archivist's point of view

This study explores facilitating access and reference service provision through the eyes of reference archivists. The study examines the archival reference process through interviews with thirteen reference archivists at large archival institutions in two different countries. Participants describe examples of satisfactory and unsatisfactory reference interactions in both onsite and remote settings and provide insight into their perceptions of the best and worst aspects of providing archival reference services. Their descriptions provide a first-hand account of the archival reference processes, the barriers to providing reference services both in person and remotely, as well as the knowledge and skills necessary for providing effective reference services.

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ABSTRACT When patron workstations are located far from the reference desk, service suffers because patrons can't easily contact staff. While in-house chat services offer a partial solution to this problem, these services fail to provide the face-to-face element that the literature shows is critical for effective reference service. This study analyzes NCSU Libraries' method for solving this problem, a hybrid service that combines features of in-person and virtual reference service.

Teens Are from Neptune, Librarians Are from Pluto: An Analysis of Online Reference Transactions

As part of a project to evaluate the effectiveness of Tutor.com's Live Homework Help service, the authors examined over 100 transcripts of online transactions between teens and the virtual reference librarians in California who connect students to Live Homework Help tutors. Using content analysis, the authors document and discuss the difference in online communication styles between teens and adults. In addition, the transactions are measured against Reference and User Services Association's (RUSA) reference performance guidelines and are found to be severely lacking in the qualities required for effective reference service. Recommendations are made within the context of positive library service to young adults, including recommendations on how to make virtual reference encounters with teens more responsive to their homework needs.

Native Americans and the U.S. Census: A brief historical survey

This article traces the history of the enumeration of American Indians by the U.S. Census Bureau and its predecessors. It considers the social and political background of the census and the reasons that Native Americans were not counted by the census until 1890. It also examines the changes in the enumeration and definition of Native Americans—key concepts needed to provide effective reference service for users of Census Bureau data.

Information Needs and Experiences of Scholars in Women’s Studies: Problems and Solutions

Women’s studies faculty often engage in complex information-seeking patterns as they examine social issues from a variety of disciplinary and theoretical perspectives. Academic librarians constructing an understanding of those patterns in order to provide effective reference service can incorporate the results of this national, qualitative study on the information needs, information uses, successful strategies, productive tactics, and problem issues reported by a wide range of these interdisciplinary scholars. Finally, advice and guidance from forty-two women’s studies librarians in a wide variety of academic settings provide an array of practical tools for serving this complex population.

The Andragogical Librarian

Summary Andragogy is the art and science of helping adults learn. This article explores the foundations of adult learning theory, as well as current thought and practice. With special emphasis on Malcolm Knowles' Basic Assumptions of Andragogy, the article presents the learning needs and characteristics of the adult library user. These characteristics include: a psychological need to be self-directed; a preference for experiential learning; a desire and readiness to learn practical life applications; and a desire to grow and self-actualize. A discussion follows of the implications for providing more effective reference service and library instruction to adults.

Strategies for Providing Effective Reference Services for International Adult Learners

Summary In their mission or goals statements, most universities declare their commitment to promoting a multicultural campus. A multicultural campus can only come about with the creation of an environment that provides the support and encouragement that allows for academic growth and success for international students. Reference librarians serve a special role as information providers and can play a significant part in ensuring the academic success of these students. To achieve this, we must first increase our basic understanding of the cultural and economic impact of international students at a national and university level. Further, recognizing the unique pressures under which these international students function will increase awareness and help us to position ourselves to effectively meet their information needs. This paper will describe obstacles and problems international students generally deal with in choosing to pursue studies abroad and then suggest practical strategies for overcoming these problems and providing effective reference services.

Use of the Internet for reference services in Malaysian academic libraries

The integration of the Internet has affected all functions of the library, particularly reference services. In the reference department, this integration has led to the utilisation of new tools and methods for providing information to library users. This study investigates the effect of the Internet on reference services in Malaysian academic libraries. The objective of the study was to find out how the integration of the Internet has affected reference professionals and services. The study also investigated respondents’ perceptions of the importance of the Internet in reference work. A total of 40 library professionals working in the reference department of nine Malaysian academic libraries participated in the study. Respondents felt that the Internet has contributed positively to reference work and has enhanced their effectiveness and efficiency. However, a majority of them disagreed that the Internet should completely replace traditional reference tools. Respondents also felt that reference librarians should possess good computing and Internet use skills for providing effective reference services.

Reference Services and Collection Development Faculty Outreach Through the Campus Network

Effective reference services and collection development in a small academic library depend upon collaborative planning and performance by the entire library staff. Coordination of library activities and understanding of the library and college mission are the foundations of a program responsive to the needs of the college community. Partnerships between the library and classroom faculty ensure that curricular needs are satisfied through activities as diverse as bibliographic instruction and materials acquisition. Traditional interactions have been greatly enhanced through rapid advances in telecommunications, offering librarians additional tools for faculty outreach.

The Place of Reference Service in Ranganathan's Theory of Librarianship

S. R. Ranganathan approached librarianship theoretically. He sought to establish fundamental principles from which effective library practices could be systematically derived. Although he contended that he had discovered these principles, his five laws of library science, through a rigorous scientific process, it is clear that they and the concept of librarianship based on them are more fundamentally the product of Ranganathan's Hindu tradition. Ethical and metaphysical premises characteristic of Hinduism are reflected in his conception of the social and cosmic purpose of the library and of reference service as the basic means of fulfilling that purpose. Ranganathan believed that effective reference service depended on the intuitive flair of the librarian and on the use of an analyticosynthetic classification scheme. While the dependence of his concept of reference service on intuition lessened its practical value for American librarians, both his discussion of analyticosynthetic classification and th...