Reference Service Model Research Articles

The Research Center: creating an environment for interactive research consultations

PurposeThis paper aims to report on the University of Denver Penrose Library's Research Center, a new reference service model created to respond to the changing needs of students and to strengthen the connection between research and writing.Design/methodology/approachAn increase in reference questions requiring more time, a financial gift to the university which provided an opportunity to propose a new vision of integrating research and writing, and the opening of a new Writing Center in the library prompted the reference librarians to implement a consultation model in fall quarter 2008. A highly visible, dedicated space for one‐on‐one, in‐depth consultations, the Research Center reinforces skills learned in library instruction sessions and effectively promotes reference services.FindingsA successful new Research Center reaches a larger segment of the university community, better serves student research needs, and enhances library instructional services. During the course of the academic year, 856 consultations were provided to students and faculty, attesting to the popularity of the service.Research limitations/implicationsMore robust assessment data are needed to establish the impact of the Research Center on student learning.Practical implicationsThe paper outlines a successful method of delivering research services that leverages existing staff resources, increases the visibility of library services, and provides more personalized, in‐depth research consultations to the university community.Originality/valueAdapted from the Writing Center consultation model, the Research Center's prominent location and configuration encourage active learning interactions, complement the library instruction program, and actively promote consultations with subject‐specialist librarians.

Reference service without the desk

PurposeThis article aims to describe how a college library critically examined its maintenance of a traditional reference desk for in‐person services and changed its service model to suit local needs.Design/methodology/approachThe author examined quantitative and qualitative reference use data prior to changing the service model, and the purpose of reference services was formally articulated. Following the change the author again examined use data, conducted a convenience sample survey, and measured visits to the web site.FindingsThe author came to the conclusion that while maintaining in‐person reference was important for the library, a separate desk was not the best means of providing service at the college. Following the change to the service model, use of reference and consultation services dramatically increased.Originality/valueThe new on‐call, consultative reference service model is described, as is a description of how they managed the change process internally, how they marketed reference services to the students, and how they are assessing the results. Considerations for choosing a reference model appropriate to one's local conditions are outlined.

Reference Services in Australian Academic Libraries are Becoming More Multifaceted

Reference Services in Australian Academic Libraries are Becoming More Multifaceted

IM is for Instant Millennials: Developing Staffing Models and Best Practices for Instant Messaging

Shifting American University's virtual reference service model from a consortial, vendor-based endeavor to an institution-only commercial instant messaging service required a team effort. This necessary service and resulting organizational change was comprised of nimble players (reference providers) and flexible management (administrative oversight). Performance guidelines were adapted from the vendor chat experience. Instant messaging service training required modifications to our library's internal communication and development of staff performance guidelines, as well as the creation of innovative management workflow solutions. This article describes how instant messaging reference service shook up our organization and made the sharing of training best practices an organizational norm for cross-functional endeavors.

Transforming reference into a proactive knowledge advisory service: a case study

Purpose – The purpose of this paper is to share practical experience and learning gained from the planning and implementation of a new information service model in an agricultural research library.Design/methodology/approach – A case study that covers the development of a new reference service model is presented. Each stage in the development is discussed in logical sequence – planning; the service model; building the team; developing the processes; convincing the clients; issues; two years on; and the future.Findings – The paper provides evidence that, in developing a new model for information services that could be embraced by both clients and staff, the company has created a successful strategy for improving information services to support company goals. It also acknowledges that the transition from traditional reference librarian to the proactive role of a Knowledge Advisor is not an easy adjustment to make. It recognises that clients too have had to adjust to changes in information delivery.Practical...

Implementing Digital Reference Services: Setting Standards and Making it Real

The advent of digital and virtual technology has meant radical implications and opportunities for reference services, and a changing reference culture is now beginning to emerge. This text is a collection of papers from the Third Annual Virtual Reality Desk (VRD) Digital Reference Conference which has been brought together to form a comprehensive survey of current practice. The papers focus on the theoretical and practical issues of digital reference in libraries and information services, with special emphasis on the theme of quality standards and evaluation. Illustrated by a wide range of case studies, the papers bring together a wealth of shared experience by experts and successful practitioners in the field. Part One contains case studies for digital reference services, Part Two deals with the management of digital reference, Part Three deals with real-time digital reference services, Part Four looks at collaborative reference initiatives, Part Five covers research in digital reference and Part Six evaluates digital reference. The topics covered include: virtual reference - what it is and what it may be; rethinking privacy for the virtual library; providing chat reference service - a survey of current practice; the road to real-time digital reference - pilot projects; emerging digital reference standards; moving from virtual to co-operative reference service models; understanding the information needs of adult learners; information-seeking behaviour of online users; assess quality in digital reference services.

자원 공유형 디지털 참고서비스에 관한 연구

참고서비스는 도서관 업무의 중심이다. 정보통신 기술의 발달과 정보의 양적 팽창으로 인해 이용자 중심의 중요성은 과거에 비해 더욱 커지고 있다. 본 논문은 디지털 시대에 양질의 참고서비스를 제공할 수 있는 새로운 모델을 제안하려고 한다. 이를 위해 디지털 참고서비스의 개념과 유형을 조사하였으며, 현재 디지털 참고서비스를 운영하고 있는 주요 대학교와 'Aska' 서비스를 운영하고 있는 해외 주요 사이트의 특성 등을 조사하였다. 끝으로 이러한 조사 자료에 근거하여 도서관의 인적 및 물적 자원 공유형 디지털 참고서비스 모델을 제안하였다. Reference services have taken a central place in library and information services. But current digital libraries focus more on access to digital information, and hardly lay emphasis on the service aspects. This paper looks at the current state of research in reference services in digital libraries. It first analyses some representative definitions of digital reference services. It then provides a brief overview of the various online reference and information services currently available on the Web. The paper also reviews the types of the digital reference service in major 'Aska' service sites. Finally, the paper proposes new digital reference service model that specifically bases on the sharing of the human and information.

Size Matters: The Debate Over Reference Desk Height

This article summarizes the debate concerning use of desks versus counters in reference areas of academic libraries. Librarians argued whether patrons were more likely to approach a standing or a sitting librarian. In general, patrons preferred approaching a standing librarian (or one seeming to stand because sitting on a stool at a counter); however, only small studies were conducted. In practice, libraries are designed in almost equal number with one or a combination of both. This debate over the height of reference desks informed the broader debate concerning reference service models.

Information and Referral in the Academic Library:

Information and referral (I & R), since its introduction as a concept of library service in late 1960s, has received wthied eim apttoerntatinocne Ionf tIh e& pRu balisc a l ivbiraab ? e' sceotnticnegp.t Soifm aiclaard ermeciocg rneifteiorenn coef service has not occurred. Reasons for this may be linked to an attitude that the public library serves and academic library instructs. As complexity of new information technologies engulfs academic library, primary reliance on an instructional attitudc toward reference service is no longer adequate. The experience of I & R in public library offers a more appropriate reference service model based on direct provision of information that is often value-added to meet specific information needs of user. Such lessons from successful practice of I & R in public library can provide a framework for academic library reference services as librarians reevaluate themselves in a changing academic library context.