To:                   CUWL

From:              RCC Virtual Reference-Alternatives Subcommittee: Patti Becker-editor, John Leonard Berg, Randy Hoelzen, and Jana Reeg-Steidinger

                       

Subject:           Reference Services -- Current practices and some new ideas in                                         response to the changing needs of library users 

 

1. Email remains a common service on UW system campuses.  When left ON during reference desk staffing, email responses can be quite spontaneous. Stout advertises “enhanced” email service that may include screen shots with the response, which is similar to the pushing pages feature of virtual or chat reference.

 

2. Telephone reference.  With the proliferation of cell phones and cable Internet service, students are able to telephone reference desks while sitting at their computers. Advantages of telephone reference include immediacy and the ability to converse easily. UW System distance education policy recommends libraries publicity their 1-800 reference number which makes reference service even more convenient for library users at a distance. One writer suggests that reference staff give telephone calls priority over walk-ins.

 

3. Roving librarian outside the library.  Some libraries set up a portable reference station with laptop and signage in student centers, residence halls, or computer labs.  

 

4. Rove within the library building.  With electronic access to catalog, databases, etc., students don’t necessarily see the need to work in the reference area, or they may encounter a problem while in the stacks.  Roving staff or librarians can help as questions arise outside the reference room or service areas.

 

5. Increased accessibility to librarians.  Having librarian offices scattered throughout the library building makes librarians to be readily accessible when questions arise.  One campus in Maine even has librarian offices in other campus classroom buildings.

 

6. Combined service desks. Patrons don’t need to go from one desk to another. They can get a variety of service at one service desk, e.g., reference and IT, or circulation and reference, or at general information desks.

 

7. Library presence in online courses.  Options include using D2L’s library widget or asking instructors to include library pages in the link portion, e.g., subject guides, style manuals, directories, and Ask-a-Librarian options (email, telephone, chat).  Some campuses include librarians as part of the course discussion list to monitor any library-related questions.  Librarians in the D2L environment can also read the class bulletin board to scan for library-related issues that students don't necessarily see as library needs.  UW-Eau Claire and Madison create Course Pages instead of the usual subject pathfinders.  These contain all the information or library resources and services students need for a specific online or distance education course.

 

8. Providing appropriate resources for distance learners.  When librarians make decisions about purchasing or leasing resources, we should factor in the need of distance learners for electronic sources.  Many libraries opt for purchasing resources in electronic format whenever possible.

 

9. Other considerations and observations. With online courses, online library resources, and email discussions with instructors and classmates, academic transactions are dehumanized.  Reference librarians have the opportunity to humanize cyberspace existence.