Re-Inventing Reference

ACRL 2011A Declaration of Interdependence

Philadelphia, PA ~ April 1, 2011

Presenter

• Lynn SheehanHead of Liberal Arts Programs

sheehanl@gvsu.edu

Challenges = opportunity

• Competing priorities for librarians’ time

• Planning of new library building • Shifting Reference environment

– Downward trend in usage of print collection

– Changing education of librarians– Informative statistics

Competing priorities

• New responsibilities for liaison librarians– Instruction – Outreach– Scholarly communications

Reference @ GVSU: Then

• Three locations with different environments, patrons, and staffing

• Hybrid staffing—Reference Desk Assistant (RDA) program

• Informative statistics (LibStats) beginning Fall 2008– Number of questions– Type of questions

Process

• Review of overall library services and trends

• Analysis of LibStats evidence• Examination of print reference

collection usage• Shift in attitudes toward reference

Review of services and trends

• Review of trends and literature• Vision of blended services and

single- service point to better serve patrons

• Our conclusions/vision

Analysis of LibStats evidence

• Reference Effort Assessment Data (READ) Scale from Dominican University http://www.dom.edu/library/READ/index.html

• Modified four-point READ scale:– 1-directional, technical, policy (student

worker)– 2-ready reference (paraprofessional)– 3-reference (may require librarian)– 4-request for citation information

Analysis of LibStats: Reference Desk

Fall 2008-Winter 2009

- Using modified READ scale– 11,330 questions reviewed– 377 required a librarian– 95% could be answered by

paraprofessional or student

Molaro, A. & Woods, L. (2009) Report of LibStats analysis. GVSU University Libraries.

Analysis of LibStats: Chat

• Fall 2008-Summer 2009– Modified READ scale– 1039 chats – 23.1% required librarian response

Bravender, P., Lyon, C., & Molaro, A. (2009 November). Analysis of Chat Reference: To Chat, or Not to Chat: That is the Question. Poster presented at the Annual Conference of the Michigan Library Association, Lansing, MI.

Analysis: Print reference collection usage

Winter 2009 LibStats• 4407 questions• 249 related to a Reference source

– 51 involved online source– 70 librarian referred patron to print source– 172 questions student requested a source– 46% (approx.) questions referred to

dictionaries, citation questions, or assignment-related sources

Way, D., & Lyon, C. (2009, November). Good Enough: The new face of reference.  Presentation at the Charleston Conference, Charleston, SC.

Print reference collection

• Re-evaluating– Based on Millennium stats for usage of print

reference collection– LibStats review

• Re-locating– Single volume encyclopedias, handbooks,

and dictionaries– Biographical works– Dated multivolume sets with some value– Previous editions (keep latest in Reference)– Standard works in subscription services, e.g.

Current Biography

Changing attitudes

• Increased reliance on RDA staffing• Changes in Reference Education

(“What’s your favorite Reference book?” discussion was telling.)

• “Is Print Reference Dead?” Polanka, S. (2008, January 29) Gale online

session .

RDA training

• Shift in training philosophy– From quick referral to librarians

to teaching more in depth reference skills

• Provide deeper awareness and knowledge of resources

• Provide support to build confidence in answering questions

Reference @ GVSU: Now

• One desk at Zumberge Library• Staffed by full-time support staff

and students• Librarians available for callout via

Wimba Pronto• Other locations in flux due to local

environmental factors

ANSWER: Single-service point

• Currently @ Zumberge Library

• New building

Now what?

• Building relationships with other departments in library

• Dealing with loss of traditional librarian role

• Investigating reasons for decline in the number of reference transactions

References

• Allegri, F. & Bedard, M. (2006). Lessons learned from single service point implementations. Medical Reference Services Quarterly, 25(2), 3147.

• Arndt, T. S. (2010). Reference service without the desk. Reference Services Review, 38(1), 71-80.

• McDermott, M. (2001). Staffing the reference desk: Improving service through cross-training and other programs. Legal Services Quarterly, 19(1/2), 207-219.

• Moore, M.E., McGraw, K.A., & Shaw-Kokot, J. (2001). Preparing staff to work at a single service desk. Medical Reference Services Quarterly, 20(1), 79-86.

• Naismith, R. (2004). Combining circulation and reference functions at one desk. Journal of Access Services, 2(3), 15-20.

• Powell, J., Bryan, L., Michelson-Thiery, M., Koltay, Z., & Patterson, M. (2007). Integrating an engineering library's public service desk: Multiple perspectives. Issues in Science and Technology Librarianship, 49(Winter).

Questions?