Evolution of Reference: A New Service Model for Science and Engineering Libraries.

Authors

  • Marianne Stowell Bracke
  • Elizabeth Kline
  • Sainath Chinnaswamy

DOI:

https://doi.org/10.29173/istl2441

Abstract

This article explores the different steps involved in adopting a new service model at the University of Arizona Science-Engineering Library. In a time of shrinking budgets and changing user behavior the library was forced to rethink it reference services to be cost effective and provide quality service at the same time. The new model required consolidating different service points, i.e., circulation desk, photocopy desk, and reference desk into one central location to be staffed by library associates. First we performed a financial analysis and determined the cost per hour of the existing staffing model. This was followed by logging questions at different service points to understand the type of questions asked at different locations. This data-drive approach also uses a robust referral system where complex reference questions are referred to individual subject librarians. We performed Action Gap Surveys to measure customer satisfaction levels before and after we employed the model. The article also emphasizes the training and continued education required for library associates to provide quality reference services. [ABSTRACT FROM AUTHOR]

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References

Bracke, M. S., et al. 2007. Finding information in a new landscape: developing new service and staffing models for mediated information services. College & Research Libraries. In press.

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Flanagan, P, & Horowitz, L.R. 2000. Exploring new service models: can consolidating public service points improve response to customer needs? The Journal of Academic Librarianship 26 (5): 329-338.

Mozenter, F., Sanders, B.T., & Bellamy, C. 2003. Cross-training public service staff in the electronic age: I have to learn to do what?! The Journal of Academic Librarianship 29 (6): 399-404.

Peterson, C. & Kajiwara, S. 1999. Scientific literacy skills for non-science librarians: bootstrap training. Issues in Science and Technology Librarianship. 24. [Online]. Available: http://www.istl.org/99-fall/article3.html. [December 11, 2006].

Tucker, J. C. 2004. Getting down to business: library staff training. Reference Services Review 32 (3): 293-301.

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Additional Files

Published

2008-05-01

How to Cite

Bracke, M. S., Kline, E., & Chinnaswamy, S. (2008). Evolution of Reference: A New Service Model for Science and Engineering Libraries. Issues in Science and Technology Librarianship, (53). https://doi.org/10.29173/istl2441
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