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Let’s talk Reference (a.k.a. RESEARCH ASSISTANCE)! Let’s have a conversation… PD session 5 June 2013

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PD Session on 5 June 2013

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Page 1: Let’s talk reference!

Let’s talk Reference (a.k.a. RESEARCH ASSISTANCE)!Let’s have a conversation…

PD session5 June 2013

Page 2: Let’s talk reference!

Revisiting Reference

A Vision of “Traditional” Reference Service• Green, S. (1876). Personal relations between librarians and readers. 

American Library Journal 1 (2‐3), 74‐81.

• Samuel Green provided a seemingly contemporary account of library anxiety ‐many patrons entering a library will experience a certain degree of anxiety, and that librarians need to coax them to “say freely what they want”.

• Green admonished his fellow librarians to “respect reticence,” while being careful “not to make inquirers dependent”.

• He encouraged librarians to embrace personalized customer service.

Presenter
Presentation Notes
Reticence – reserved, not open or communicative. Admonish – advise, remind, caution, urge
Page 3: Let’s talk reference!

Key components of reference work• Human‐to‐human interaction ‐ a strength of reference

– The reference interview – “…the chief point of the reference encounter is not to find the answer but to identify the question.”

– User education ‐ Instruct the reader in the ways of the library. 

– Focus on the user – personalised customer service

• Goes beyond methodology and provides a clarity to the mission of reference — the service of patron communities —that is not dependent on how that service is delivered.

Revisiting Reference

Page 4: Let’s talk reference!

Key deliverables of reference work• Effective recommendation of resources, which stems from the 

cultivation of approachability by the librarian. Assist readers in solving their enquiries.

• The librarian's ability to use reference questions to inform collection development.

• The effective marketing of the library to the community emerging from interacting with patrons. Promote the library within the community.

• The librarian has opportunities to improve the reading preferences of their patrons. Aid the reader in the selection of good works.

Revisiting Reference

Page 5: Let’s talk reference!

Measuring outcome and impact of reference work• What are the best measures?• An informed user?• Strong library collection?• User awareness?• A ratio based on reference enquiry answered in relation 

to other library services? An example: One reference enquiry answered to every ten titles circulated – assumes a correlation exists between the two measures.

• Counting reference transactions – what is and what isn’t?

Revisiting Reference

Page 6: Let’s talk reference!

Questioning the relevance of reference work• Competing visions:

– Eliminating the Reference Desk vs Championing the Desk

• Reference service – a thing of the past? Is traditional reference service obsolete? Revamping reference.

• Are reference desks dying out? Reference beyond (and without) the reference desk.

• What’s wrong with reference? What’s right with reference!

• Where has reference been? Where is reference going?

• Reference as service, reference as place.

• The future role of reference librarians – will it change? Farewell reference librarian.

• Desk or no desk ‐ is it as simple as that?

Rethinking Reference

Page 7: Let’s talk reference!

Rethinking Reference

Reference desk:

R.A.D.

Enquiry desk

Help desk

Reference desk:

Ask‐A‐Librarian –Email, chat, skype

Help desk

iFAQ – knowledge database

Roaming librarian:

Real

Purposeful

Targeted

Right time, right place

Roaming librarian:

Virtual

Embedded

edveNTUre

Blogs@NTU

Four dimensions of referenceStatic ‐ REACTIVE

Roaming ‐ PROACTIVE

Onlinepresence

Physicalpresence

Page 8: Let’s talk reference!

Reconfiguring ReferenceOffering a suite of services: Research Assistance as a Service – RaaS

Is this The New Reference?

• Presumption…

– Librarians are proactive – actively seeking…roaming…real world…online…

– Librarians are mobile and accessible – mobile librarian (not library) service

• Answer reference enquiries

• Provide research consultation

• Be embedded – e‐learning platform, course guides, subject rooms

• Have a foot in research/course/project as a library resource person offering professional advise and research assistance

• Follows up with users – the synergy between research assistance and instructional services. What’s this? Please explain!

• Profile  users and users’ needs – offers service to targeted user groups

• Use new media – be where your users are…

Page 9: Let’s talk reference!

Reconfiguring ReferenceCompetencies• Must librarians now be social, a demonstrable expert and a living professional?

• Diligent and persistent in the investigation of a question?

• Be a skilled reference interviewer?

• What other competencies are crucial now?

QUESTION: Must all reference transactions then be answered by a librarian only?

Page 10: Let’s talk reference!

Reconfiguring Reference

Reference desk:

R.A.D.

Enquiry desk

Help desk

Reference desk:

Ask‐A‐Librarian –Email, chat, skype

Help desk

iFAQ – knowledge database

Roaming librarian:

Real

Purposeful

Targeted

Right time, right place

Roaming librarian:

Virtual

Embedded

edveNTUre

Blogs@NTU

What is the best fit model for NTU Libraries?Static ‐ REACTIVE

Roaming ‐ PROACTIVE

Onlinepresence

Physicalpresence

Page 11: Let’s talk reference!

Reconfiguring Reference

Reference desk:

R.A.D.

Enquiry desk

Help desk

Reference desk:

Ask‐A‐Librarian –Email, chat, skype

Help desk

iFAQ – knowledge database

Roaming librarian:

Real

Purposeful

Targeted

Right time, right place

Roaming librarian:

Virtual

Embedded

edveNTUre

Blogs@NTU

The new dimension of reference?Static ‐ REACTIVE

Roaming ‐ PROACTIVE

Onlinepresence

Physicalpresence

The New Reference:Research Assistance 

as a ServiceRaaS

Page 12: Let’s talk reference!

Reconfiguring Reference

Reference desk:

R.A.D.

Enquiry desk

Help desk

Reference desk:

Ask‐A‐Librarian –Email, chat, skype

Help desk

iFAQ – knowledge database

Roaming librarian:

Real

Purposeful

Targeted

Right time, right place

Roaming librarian:

Virtual

Embedded

edveNTUre

Blogs@NTU

The new dimension of reference?Static ‐ REACTIVE

Roaming ‐ PROACTIVE

Onlinepresence

Physicalpresence

The New Reference:Research Assistance 

as a ServiceRaaS

Page 13: Let’s talk reference!

Reconfiguring ReferenceLet’s Debate!

1. There should still be RAD at NTU Libraries.2. Support staff are expected to answer reference enquiries.3. We should adopt roaming librarian service.


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