Coordinating Committees
CUWL User Services Coordinating Committee
New Reference Models Work Group
Executive Summary
October 2008
Kimberly Bartosz (UW-Parkside)
Patti Becker (UW-Stevens Point)
Renee Buker (UW-Oshkosh)
Jill Markgraf (UW-Eau Claire)
Nancy McClements (UW-Madison)
Jana Reeg-Steidinger (UW-Stout)
The New Reference Models Work Group of the CUWL User Services Coordinating Committee was charged with providing an environmental scan of current models of reference service and staffing in the UW System and reporting on emerging trends and innovations in library reference service in System libraries and beyond. The Work Group identified as its key areas of interest:
• Use or decline of traditional reference desk and alternative methods of reference service
• Roles of professionals, paraprofessionals, and students in providing reference services
• Prioritizing methods of providing reference service
The Work Group environmental scan consisted of a literature review and a survey distributed to reference staff at all UW System libraries. Seventy five respondents participated in the survey, which comprised ten open‐ended questions. The survey, survey results and literature review are available at http://cuwlwiki.wetpaint.com/page/New+Reference+Models.
Overarching trends identified by the Work group through the environmental scan are:
• Merging service points
• Stratified or tiered staffing of service points
• Outreach activities that take the reference librarian beyond the reference desk
• Emerging technologies
• The changing nature of reference collections from print to online resources.
Recommendations of the Work Group are:
• Understanding that there is no single model that will work in all library environments, UW System librarians are encouraged to use the information contained in the Work Group report, in concert with the Work Group’s literature review and survey results, to explore strategies to employ in their individual libraries.
• The Work Group recommends the new ACRL book, The Desk and Beyond: Next Generation Reference Service.
• The Work Group recommends that the CUWL User Services Coordinating Committee address more thoroughly the changing nature of reference collections in the future.
CUWL User Services Coordinating Committee
New Reference Models Work Group
Report
October 2008
Kimberly Bartosz (UW-Parkside)
Patti Becker (UW-Stevens Point)
Renee Buker (UW-Oshkosh)
Jill Markgraf (UW-Eau Claire)
Nancy McClements (UW-Madison)
Jana Reeg-Steidinger (UW-Stout)
Traditional reference service faces challenges and change posed by the changing nature of how when and where library users do research, static or dwindling library budgets, significant turnover in the library profession, and technological developments affecting access to, availability of and interaction with information sources. As a result, academic librarians must consider strategies for maximizing their resources while providing quality service to meet the changing expectations and needs of their users.
To that end, the New Reference Models Work Group of the CUWL User Services Coordinating Committee was charged with providing an environmental scan of current models of reference service and staffing in the UW System and reporting on emerging trends and innovations in library reference service in System libraries and beyond. The Work Group identified as its key areas of interest:
• Use or decline of traditional reference desk and alternative methods of reference service
• Roles of professionals, paraprofessionals, and students in providing reference services
• Prioritizing methods of providing reference service
The Work Group’s environmental scan was two-fold, comprising a literature review and a survey of reference staff at all UW System libraries. The survey, conducted in the late spring/early summer of 2008, consisted of ten open-ended questions, and was distributed via reference contacts at all UW System libraries and was completed by 75 respondents. Survey results are available at http://cuwlwiki.wetpaint.com/page/New+Reference+Models.
After deliberating on the type of survey they would conduct, members of the Work Group chose the open-ended question approach in an attempt to elicit responses that would get at the heart of what librarians were experiencing, considering and planning. For a more detailed and systematic snapshot of reference staffing, the Work Group recommends a recent article by UW-Green Bay’s Marlys Brunsting in the Journal of Interlibrary Loan, Document Delivery and Electronic Reserves (2008).
Together, the survey and the literature review revealed significant trends in academic libraries and at the same time belied a commitment to preserving what librarians and library users value about traditional reference service. The basic purpose of reference service--that is to assist library users to locate and evaluate information resources--has remained constant over time. Writes one survey respondent, “the specifics of delivery have changed, but the principle of hooking up people [with] information hasn't changed.” Several libraries in the survey report a reduction in the overall number of questions asked at the reference desk, but an increase in the complexity of the questions. Comments in the survey that suggest that the more we change, the more we stay the same, are reiterated in the literature. De Groote, Hitchcock and McGowan (2007) found that while the distribution of reference questions has changed over the 18 year period they studied, traditional questions asked at the reference desk remained at the core of information service. Similarly, in a survey of medium-sized academic libraries on staffing reference service, Brunsting found that the traditional “single-desk, one librarian” model remains the most common staffing configuration. (Brunsting, 2008)
The survey and the literature suggest that although the demise of the reference desk is often predicted and discussed, few libraries are abandoning this icon. They are, however, reconfiguring it, merging it, staffing it differently, and moving beyond it in the provision of library reference service.
Overarching trends identified by the Work group through the environmental scan are:
• Merging service points
• Stratified or tiered staffing of service points
• Outreach activities that take the reference librarian beyond the reference desk
• Emerging technologies
• The changing nature of reference collections from print to online resources.
Merging service points
More prevalent in the literature than abandoning the reference desk model altogether is a significant trend toward merging service points. Bradigan and Rodman (2006) report on the merging of circulation and reference desks not only as a cost-saving maneuver, but also as a means of increasing efficiency for customers. In a study of services points closest to the main library entrance, Mosley (2007) finds that
library users do not select a service desk based on its name, and in fact the desk closest to the door is fielding increasingly sophisticated questions. She offers several suggestions for addressing this issue, including reorganizing the library to group similar resources and services together. Dallis and Walters describe the transition from a traditional reference desk to an Information Commons at Indiana
University-Bloomington, where reference librarians share a service point with technology staff. Their student newspaper referred to this new service as a “one-stop, work-until-you-wilt megaplex of technology,” (2006, p. 248). Effective systems of communication and referral are critical in staffing merged service points.
The survey revealed similar practices in UW System libraries, where several libraries report combining service points to address budget constraints and to promote the concept of “one-stop-shopping” for the user. The strategically centralized desk is increasingly referred to as the “Information desk” (the most common appellation reported), the “public services desk,” “research help desk” or “reference and
information desk.” Information commons, combining reference and technology assistance at a single centralized service desk and incorporating computer labs and group study spaces, are increasingly popular in academic libraries. As a result, “we all need to be infinitely more technologically savvy,” wrote one survey respondent. “We provide information far beyond the stereotypical reference scope; if we can respond to the information need, we do.”
Stratified or tiered staffing of service points
In making staffing decisions, “libraries prioritize keeping reference service points open as many hours as possible, yet they don’t have enough professional librarians to do so.” (Brunsting, 2008). Libraries are addressing the situation by staffing reference and information desks with people other than professional librarians. The trend is seen in survey results, where a triage approach to questions handled by a variety of library staff is a prevalent model. While models vary depending on the individual needs, characteristics, and clientele of each library, many libraries report a combination of library paraprofessionals, students and librarians providing desk coverage; referrals are made to reference librarians who handle in-depth, highly specialized questions, often in a consultation format away from the desk.
Survey results are echoed in the literature where a trend toward tiered staffing is observed, especially in libraries with merged service point (Brunsting, 2008). Even Stephen Bell, who famously advocates doing away with a traditional reference desk staffed by professional librarians, is really proposing a central information or help desk staffed by students and paraprofessionals, enabling librarians to be “out and about meeting users when and where the help is needed.” (Watstein & Bell, 2008, p. 6).
Outreach
Merging of library service desks, combined with a related trend of staffing service points with more nonlibrarians, frees up librarians interested in moving reference service out from behind the desk, another trend identified in the literature. Librarians are reaching out to constituencies in a number of ways--holding office hours at various locations across campus, such as student centers, dormitories, coffee
shops (Carlson, 2007) and academic departments. University of Buffalo librarians, describing their initiative to provide reference office hours in academic departments, report that the “interactions were immediate, visual, high impact, tailored and personal.” (Wagner & Tysick, 2007, p. 64) By providing face-to-face onsite service, the authors felt they were addressing inherent weaknesses in other reference models, such as the passivity of a traditional reference desk requiring individuals to come to the library and approach the desk, or virtual services, which the authors describe as minimizing “the relationship building needed for extended and repeated interactions.” (p. 61) Other libraries describe getting out from behind the desk through “roving reference,” whereby librarians circulate through the library encouraging and soliciting questions.
Similarly, survey results point to outreach activities that UW System reference librarians have adopted to better serve their patrons . Reference librarians report significant additional roles and responsibilities they have taken on beyond staffing a reference desk. Respondents talk of adding “office hours for consultations,” providing library services “in person at non-library locations on campus,” focusing on more liaison and teaching activity, engaging in “more interaction outside of the physical library building,” attending departmental meetings, collaborating, engaging in more collection development and budgeting, promoting and developing services, and using technology to reach patrons. “It's more about taking the show on the road and going to where the patrons are instead of them coming to us.”
Emerging Technologies
And where the patrons are, increasingly, is online. It is abundantly clear from the literature and the survey results that technological developments have permeated every aspect of reference service. Tools such as email, chat, instant messaging, blogs, wikis, podcasts, course management systems, and screen capture programs are used increasingly as the communication conduit between librarians and
patrons. The Work Group survey asked about changes that UW System libraries are contemplating for their reference service, including things they might consider stopping. Librarians responded with comments like “developing more personalized course pages,” “getting into Facebook,” chat and IM, RSS, alerts, and “more social networking or Web 2.0 tools.” (Interestingly, despite stated concerns about dwindling staff and budgets, responses outlining services that would cease were relatively rare.) The trend to go where the patrons live virtually is apparent in the literature as well, with libraries providing service online using the communication tools and social networks that their students increasingly prefer. Libraries report using Web 2.0 technologies such as Facebook, MySpace, blogs (Pomerantz & Stutzman, 2006), Secondlife (Parker, 2008), instant messaging, text messaging, and more to reach potential library users. While experiments with services built upon Web 2.0 technologies are prevalent in the literature, they are usually described as supplementing rather than supplanting the reference desk.
Changing Nature of Reference Collection (from print to online)
The Work Group’s survey and literature review did not set out to directly address the changing nature of the reference collection. However, the trend toward online rather than print reference resources came up repeatedly in respondents’ comments to survey questions, suggesting that it is an issue very much on the minds of reference staff and integrally connected to reference service. While not the focus of this study, it is an issue that cannot be ignored.
Conclusion and recommendations
Academic library reference service can no longer be defined solely by the traditional model of professional librarians exclusively staffing library reference desks. The literature and the survey results suggest that there is no one solution for every library, but there are many options and examples available for meeting the various challenged and expectations that libraries face.
The Work Group encourages UW System librarians to use the information contained in this report, in concert with the Work Group’s literature review and survey results, to explore strategies to employ in their individual libraries.
The Work Group recommends the new ACRL book, The Desk and Beyond: Next Generation Reference Service (Steiner & Madden, 2008) for further exploration.
The Work Group recommends that the CUWL User Services Coordinating Committee address more thoroughly the changing nature of reference collections in the future.
References
Bradigon, P., & Rodman, R. (2006). Changing services and space at an academic library. Journal of Access Services, 4 (3/4), 107-117.
Brunsting, M. (2008). Reference Staffing--Common Practices Among Medium-Sized Academic Libraries. Journal of Interlibrary Loan, Document Delivery and Electronic Reserves, 18 (2), 153-80.
Carlson, S. (2007). Are reference desks dying out? Librarians struggle to redefine--and in some cases eliminate--the venerable institution. Reference Librarian, 48 (2), 25-30.
Dallis, D., & Walters, C. (2006). Reference services in the commons environment. Reference Services Review, 248-260.
De Groote, S., Hitchcock, K., & McGowan, R. (2007). Trends in reference usage statistics in an academic health sciences library. Journal of the Medical Library Association, 95 (1), 23-30.
Mosley, P. A. (2007). Assessing user interactions at the desk nearest the front door. Reference & User Services Quarterly, 47 (2), 159-167.
Parker, L. (2008). Second Life: the seventh face of the library? Program: electronic library and information systems, 42, 232-242.
Pomerantz, J., & Stutzman, F. (2006). Collaborative reference work in the blogosphere. Reference Services Review, 34, 200-212.
Steiner, S.K., & Madden, M.L. (Eds.). (2008). The reference desk and beyond: next generation reference services. Chicago: Association of College and Research Libraries.
Wagner, A. B., & Tysick, C. (2007). Onsite reference and instruction services: setting up shop where our patrons live. Reference & User Services Quarterly, 46 (4), 60-65.
Watstein, S. B., & Bell, S. J. (2008). Is There a Future for the Reference Desk? A Point-Counterpoint Discussion. Reference Librarian, 49 (1), 1-20.
Survey (http://cuwlwiki.wetpaint.com/page/New+Reference+Models)
Traditional reference service faces BIG challenges arising from the changing nature of research, technology developments, dwindling budgets, and staff turnover. The New Reference Models Work Group, part of the CUWL User Services Coordinating Committee, is charged with providing an environmental scan of UW System libraries' current reference service and staffing, and looking at new models for reference service. We really want to know what you think.
Please help us to get a picture of current reference services, challenges, and future direction by completing this brief, 10-question open-ended survey.
Thank you!
1. Does your library provide traditional reference desk service? What changes in providing traditional service have you observed at your library?
2. Describe methods of providing reference service at your library that are different from the traditional reference desk model.
3. Describe staffing arrangements for your library's reference service. Address staffing levels (librarian, staff, student) and their respective responsibilities or limitations.
4. How have the roles and responsibilities of reference librarians changed?
5. How do you see library research changing at your institution? (Please address how/when/where)
6. How have technological developments affected access, resources, and interaction between library users and reference staff?
7. To what extent have static or dwindling budgets affected reference service at your library?
8. Please describe if/how staff turnover has affected your library's reference service.
9. What are the biggest challenges you currently face in providing reference service?
10. Describe changes you are contemplating for your reference service. What are you considering doing differently? What will you stop doing?
Thank you so much for taking the time to complete this survey. Your thoughts are important to us as we assess the state of library reference service in the UW System and explore new directions.
CUWL User Services Coordinating Committee, New Reference Models Work Group