The 55-page study profiles the development and management of reference services at seven American institutions of higher education: the University of Arizona, Bowling Green State University, California State University—Fresno, Florida Atlantic University, the University of Idaho, Kaplan University and Princeton University.
The study looks at a broad range of issues including but not limited to: the development of special services for international students and distance learning students, the integration of reference services with info technology assistance, tutoring, and other student services, the presentation and orientation of the reference and circulation desks, the appropriate use of student labor and other staffing and labor use issues, the development of “personal librarian programs” and other customization strategies, the proper uses of reference statistics, the integration of virtual and on-site reference services and the marketing of reference services.
Other issues discussed in the report include: relationship building with student “customers”: use of surveying and focus groups to assess the quality of the student reference experience; collaboration with library subject specialists; staff training and dealing with a plethora of reference librarian retirements; and much more.
The study’s author is Christy Zlatos, MLS, Liaison Librarian, Washington State University Libraries. Ms. Zlatos has worked in several academic libraries in the United States including those of Auburn University, Northeastern University (Boston), and Washington State University. She has served on the editorial board of the Journal of Academic Librarianship for many years
Table of Contents
ABOUT THE AUTHOR
LIST OF PARTICIPANTS
University of Arizona
Nature of the Reference Service
Staffing and Staff Assignments in Reference Services
Staff Selection and Training
International Students Frequent the Reference Desk
Tracking of Reference and Other Library Services Transactions
Tracking Unmet Library Services Needs
Summary and Future Plans
Collaboration Between Reference and Other Librarians
Bowling Green State University
Description of Bowling Green State University
Nature of the Reference Service
Maximizing Employee Assets
The Role of Reference Transaction Statistics
Importance of Teaching in Academic Reference Services
Using Students as Employees in Chat Reference Services
Evaluating When to Use Students and When to Use Professional Librarians in a Chat Reference Service
Summary and Future Plans
Bibliography
California State University – Fresno
Description of Fresno State
Nature of the Reference Service
Making Space for Campus Tech Help Desk in the Library and Combining the Reference & Circulation Desks
Using Statistics for Better Reference and Overall Library Services
Paramount Importance of the Reference Interview
Reference Staff Training
Relationship of Reference Services to Other Library Services
Summary and Future Plans
Florida Atlantic University
Description of Florida Atlantic University
Nature of the Reference Service
Training the Library Staff
Implementing the Single-Service Library Desk
Emphasizing Virtual Reference and Online Assistance for Self-Help
Understanding Faculty, Students, and Their Needs is Key
Librarianship at a Navitas International Recruiting Program Campus
Regular Library-Environmental Scans
Summary and Future Plans
Bibliography
University of Idaho
Description of the University of Idaho
Nature of the Reference Service
Centralizing Library Services and Formalizing Library Support Liaison Relationships
Reference Services Roles and Staffing
Reference Statistics and Learning Outcomes
Services Tailored for Millennials and Generation Zs
Summary and Future Plans
Bibliography
Kaplan University
Description of Kaplan University
Nature of the Reference Service
Best Reference Communication Modes in a Largely Online Environment
Use of LibGuides
Use of LiveEngage
Lean, Flat, and Remotely Connected Support
Promoting Open Educational Resources (OERs) and Library Subscriptions
Summary and Future Plans
Princeton University
Description of Princeton University
Nature of Princeton University Reference Service
Librarian is IN
New Personal Librarian Program
Library Collaboration with Princeton Writing Seminars
Summary and Future Plans
Sources / Contributors
- Jeremiah Paschke-Wood, University of Arizona
- Linda Rich, Bowling Green State University
- David Tyckoson, California State University-Fresno
- Ken Frankel/Kristy Padron, Florida Atlantic University
- Rochelle Smith, University of Idaho
- Matthew Stevons, Kaplan University
- Audrey B. Welber, Princeton University
Methodology
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