Reference Reviewed and Re-Envisioned: Revamping Librarian and Desk-Centric Services with LibStARs and LibAnswers

Abstract

The first section of this article reviews the literature on the changing face of reference, beginning with a discussion of the national decline in reference transactions, its causes, and the likelihood that online reference services might one day halt or reverse the decline. It then analyzes definitions of the term "reference," pointing to a disconnect between those definitions and much of the work that actually takes place at reference desks. Next, critiques of desk-centric models of reference are examined, followed by a discussion of the persistence of the desk in so many academic libraries today. The analysis of the literature in section one informs the reenvisioning of reference services at CPP discussed in section two. Specifically, section two describes and assesses CPP's reference desk staffing shift from librarians to LibStARs (Library Student Assistant Researchers) and our implementation of LibAnswers in an effort to automate some reference transactions. The paper ends with an overview of the benefits of these new initiatives. INTRODUCTIONIn 1986, Ford offered reference librarians some cautiously worded but nevertheless provocative advice, encouraging them "to begin to think the unthinkable, exploring alternatives and possibly eliminating the reference desk."1 By 1994, Summerhill had responded to the call, arguing that "traditional reference services are not cost-effective" 2 and as a result, libraries should "detach reference services from the reference desk." 3 The following year saw an article by Ewing and Hauptman proclaiming, "traditional academic reference service…does not need to be rethought or reconfigured, it needs to be eliminated," 4 and soon thereafter a response from The first section of this article reviews the literature on the changing face of reference, beginning with a discussion of the national decline in reference transactions, its causes, and the likelihood that online reference services might one day halt or reverse the decline. It then analyzes definitions of the term "reference," pointing to a disconnect between those definitions and much of the work that actually takes place at reference desks. Next, critiques of desk-centric models of reference are examined, followed by a discussion of the persistence of the desk in so many academic libraries today. The analysis of the literature in section one informs the re-3 envisioning of reference services at CPP discussed in section two. Specifically, section two describes and assesses CPP's reference desk staffing shift from librarians to LibStARs (Library Student Assistant Researchers) and our implementation of LibAnswers in an effort to automate some reference transactions. The paper ends with an overview of the benefits of these new initiatives. WHAT'S WRONG WITH REFERENCE?In his frequently cited 1984 article, Miller posed the question "What's wrong with reference?" and then identified "reference sprawl" as the source of a "malaise" that was infecting "reference departments everywhere." 10 Our ever-expanding services, he argu...

Recent Changes to Reference Services in Academic Libraries and Their Relationship to Perceived Quality: Results of a National Survey

“…The increased emphasis on online reference service has resulted in a de-emphasis of the physical reference desk. Freides (1983) and Stevens (2013) suggest that reference desks dissuade patrons from asking robust questions and can unwittingly cultivate the notion that the library does not provide substantive reference assistance. Freides (1983) and Stevens (2013) also note that the time and talent of professional reference librarians are often wasted on transactions that are routine or trivial in nature.…”

“…Freides (1983) and Stevens (2013) suggest that reference desks dissuade patrons from asking robust questions and can unwittingly cultivate the notion that the library does not provide substantive reference assistance. Freides (1983) and Stevens (2013) also note that the time and talent of professional reference librarians are often wasted on transactions that are routine or trivial in nature. Others have recognized the need for liaison librarians to spend more time on individual consultations and the creation of instructional materials that anticipate reference needs, rather than passively waiting for students to approach them at the reference desk (Jaguszewski & Williams, 2013).…”

“…Stevens (2013) also highlights the rise of online reference, explaining that, "since 2005, libraries have continued to see the growth of online reference services, from consortial services like QuestionPoint to advanced FAQ, texting, and email services provided by companies like SpringShare (e.g., LibAnswers)" (p. 203). Stevens (2013) further asserts that, It is now the norm for many librarians to answer email reference questions from home at night and on the weekends when the reference desk and indeed the physical library is closed, expanding our services into the virtual realm and away from the library building and a specific desk. (p. 207) The most recent library summary data from the National Center for Education Statistics provide ample support for these contentions (Phan, Hardesty, & Hug, 2014).…”

Reference After 5 PM: A Reference Librarian’s Experience Working Atypical Hours at a Large Research Library

“…For example, Scott Carlson went as far to predict that by 2012, reference desks will no longer exist in academic libraries (2007). As the demand for reference desks declined, Christy Stevens (2013) has pointed out that online reference questions, and platforms to answer these reference questions, has been on the rise since 2005.…”

Improving Reference Service with Evidence

“…Still the decline in numbers A month-long discussion ensued involving the entire Library Department. Several librarians noted that the library literature indicated that the decline in reference questions was ubiquitous in academic libraries (Stevens, 2013) and that recent ethnographic studies had shown students' reluctance to ask librarians for help (Green, 2012) (Miller & Murillo, 2012). These studies, plus librarians' own observations, showed that students frequently needed the help of a skilled librarian even when they did not ask.…”