Regarding Reference in an Academic Library
DOI:
https://doi.org/10.5860/rusq.52n4.302Abstract
Some academic libraries are consolidating their circulation and reference desks into single service points. The librarians at one academic library undertook a study to determine if such a consolidation would affect their reference service. They analyzed the number and type of questions asked during times when a librarian was physically present at the reference desk and compared it to the number and type of questions asked when a librarian was “on call” (not present at the desk, but available to be called to the service desk to answer reference questions) over a period of seven academic semesters. This article reports on the methodology used to collect and analyze the data and the researchers’ findings. The results show that true reference questions remained steady whether or not the reference desk was staffed. The implications are important at a time when libraries are moving to single service desks staffed by nonlibrarians and are unsure of the efficacy of this model.
References
See, for example, Elizabeth B. Fitzpatrick, Anne C. Moore, and Beth W. Lang, “Reference Librarians at the Reference Desk in a Learning Commons: A Mixed Methods Evaluation, ”
Journal of Academic Librarianship
, no. 3 (2008): 231–38; Vicky Duncan and Angie Gerrard, “All Together Now! Integrating Virtual Reference in the Academic Library, ”
Reference & User Services Quarterly
, no. 3(2011): 280–92; Harry C. Meserve, Sandra E. Belanger, Joan Bowlby, and Lisa Rosenblum, “Developing a Model for Reference Research Statistics: Applying the ‘Warner Model’ of Reference Question Classification to Streamline Research Services, ”
Reference & User Services Quarterly
, no. 3 (2009): 247–58; Judith A. Wolfe, Ted Naylor, and Jeanetta Drueke, “The Role of the Academic Reference Librarian in the Learning Commons, ”
Reference & User Services Quarterly
, no. 2 (2010): 108–13nAssociation of Research Libraries, “Annual Tables from the ARL Statistics, ” 1999–2009, accessed July 10, 2012, www.arl.org/stats/annualsurveys/arlstats/statxls.shtmlnSee, for example, Sarah Barbara Watstein and Steven J. Bell, “Is There a Future for the Reference Desk? A Point-Counterpoint Discussion, ”
Reference Librarian
, no. 1 (2008): 1–20; David S. Nolen, “Reforming or Rejecting the Reference Desk: Conflict and Continuity in the Concept of Reference, ”
Library Philosophy & Practice
(May 2010), www.webpages.uidaho.edu/∼mbolin/nolen.htmnLynn A. Sheehan, “Re-Inventing Reference, ” in
Declaration of Interdependence: The Proceedings of the ACRL 2011 Conference
(Chicago: Association of College and Research Libraries, 2011): 384–89nIbid., 384nPatricia Bravender, Colleen Lyon, Anthony Molaro, '“Should Chat Reference Be Staffed by Librarians? An Assessment of Chat Reference at an Academic Library Using LibStats, ”' Internet Reference Services Quarterly 16 no. 3 (2011): 111-27nFor a description of the LibStats software, see Elizabeth Jordan, “Libstats: An Open Source Online Tool for Collecting and Reporting on Statistics in an Academic Library, ”
Performance, Measurement and Metrics
, no. 1 (2008): 18–25. For a detailed explanation of how LibStats was implemented in the GVSU Libraries, see Bravender, Lyon, and Molaro, “Should Chat Reference Be Staffed by Librarians?”nAmy Gratz, Julie Gilbert, '“Meeting Student Needs at the Reference Desk, ”' Reference Services Review 39 no. 3 (2011): 423-38nGabriela Sonntag and Felicia Palsson, “No Longer the Sacred Cow—No Longer a Desk: Transforming Reference Service to Meet 21st Century User Needs, ”
Library Philosophy & Practice
(February 2007), http://digitalcommons.unl.edu/libphilprac/111nScott Kennedy, “Farewell to the Reference Librarian, ”
Journal of Library Administration
, no. 4 (2011): 319–25nJoyce A Meldrem, Lori A. Mardis, and Carolyn Johnson, “Redesign Your Reference Desk: Get Rid of It!” (paper presented at the National Conference of the Association of College & Research Libraries, Minneapolis, MN, April 7–10, 2005), www.ala.org/acrl/sites/ala.org.acrl/files/content/conferences/pdf/meldrem05.pdfnSonntag and Palsson, “No Longer the Sacred Cow.”nKennedy, “Farewell to the Reference Librarian.”nMeldrem, Mardis, and Johnson, “Redesign Your Reference Desk.”nTheresa S Arndt, '“Reference Service without the Desk, ”' Reference Services Review 38 no. 1 (2010): 71-80nIbid., 77nDebbi Dinkins, Susan M Ryan, '“Measuring Referrals: The Use of Paraprofessionals at the Reference Desk, ”' Journal of Academic Librarianship 36 no. 4 (2010): 279-86nIbid., 285nIbid., 283nSusan M Ryan, '“Reference Transactions Analysis: The Cost-Effectiveness of Staffing a Traditional Academic Reference Desk, ”' Journal of Academic Leadership 34 no. 5 (2008): 389-99nIbid., 396nRussell F Dennison, '“Usage-Based Staffing of the Reference Desk: A Statistical Approach, ”' Reference & User Services Quarterly 39 no. 2 (1999): 158-65nIt is assumed that some reference transactions were not recorded, so this number represents the minimum number that occurred during the study periodnS LynnConnaway, Ronald R Powell, 'Basic Research Methods for Librarians (Santa Barbara, CA' (2010): 223nBravender, Lyon, and Molaro, “Should Chat Reference Be Staffed by Librarians?”nReference activity on Fridays in the Steelcase Library has traditionally been low so staffing on Friday is different than on Monday through Thursday. It is shown separately in table 3nJ Richard Landis, Gary G Koch, '“The Measurement of Observer Agreement for Categorical Data, ”' Biometrics 33 no. 1 (1977): 159-74 165nBased on quantitative data kept by means of hash marks before 2008 and confirmed by data recorded in LibStats since 2008, reference activity in the Steelcase Library is traditionally highest in fall semester, lower in winter semester, and very low in spring/summer semestern
