It’s Complicated!The Continuing Evolution of the Reference Service Model

Frances Devlin and Erin EllisUniversity of Kansas

Reference Renaissance ConferenceAugust 8-10, 2010

University of Kansas

•30,000 student enrollment•2,500 faculty•7 Libraries on Lawrence campus

Watson Library

Anschutz Library

Background

Traditional desk-bound reference services

Combined reference staff from Watson and Anschutz Libraries

Chat/IM reference

“Peer and tier” model implemented

Merged reference dept. dissolved

Service quality issues (LibQual)

Librarians staffing desks again

2002

2003

2004

2005

2006

2007 topresent

What is Reference (anymore)?

Help users find information

Modes of delivery have changed in-person, telephone, email, chat, instant

messaging/ texting, roving, and research consultations with librarians

Teaching philosophy

Trends

ARL Statistics (1991-2008) reference transactions declined by 53%

Questions are more complex

Undergraduates more comfortable with technology

Reference Stats (2008-2010)

Sp 2008 Fa 2008 Sp 2009 Fa 2009 Sp 20100

1000

2000

3000

4000

5000

All typesARL

Date

Nu

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f Q

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Constantly Evolving Environment

Organization

Facilities/collections

Technology

User expectations

New roles for librarians

Assessment & feedback

Staffing

Organization

University/Library administration

Educational mission

Student retention priority

General education learning outcomes

Shrinking budgets/resources

Facilities & Collections

Combined service points Circulation, Technology, Research Help

Moving collections

Creating new and improved spaces

Group work/individual study space

Technology

Access and assistance “anytime, anywhere”

IM/text

Explosion of resource accessibility Databases/Interfaces Google/Search engines

Rapid change

User Expectations

Access

Expertise

Undergraduate Expectations

Complete and immediate discovery and delivery

Influence of Web 2.0 world

Feedback mechanisms

Exceptional service, convenient tools

Group study (flexible space)

New Roles for Librarians

Leveraging expertise (in & outside library)

Making strategic connections

Faculty/librarian teaching collaboration

Scholarly communication

Data management

Assessment & Feedback

Understanding users LibQual (2003, 2006, 2009) Internal surveys & focus groups

Tracking number & types of questions LibStats (in-person, telephone, IM) QuestionPoint (email)

Understanding reference staff

Staffing

Librarians and reference specialists (many from other library units), graduate students total of 32

Challenges Other responsibilities (reference not primary) Building generalist levels of proficiencies Knowing when to refer

How do we…

Remain relevant in an era of increasing self-service and Google?

Add value to our services?

Build staff proficiencies to answer general reference questions?

Deploy new technologies that can be personalized to meet user needs?

Challenges

Traditional roles for librarians are changing New skills needed

Staffing models are changing Should librarians continue to staff the desk? or provide only individual, in-office consultations?

It is complicated!

No one size fits all!

Customization of services and spaces

Combination of approaches

Future Models

Anschutz Learning Studio

Blended single service point for information, technology, quick reference, setting appointments

Referrals to in-depth research consultation

Connections to other student services (writing, tutoring, advising)

Collaborative workstations, individual and group study spaces

Watson Library

Support faculty research & data management

Center for Digital Scholarship

Center for Research Methods and Data Analysis

Faculty and graduate student lounge

Creation of group and quiet study zones

Contact Information

Frances Devlin fadevlin@ku.edu

Erin Ellis eellis@ku.edu

University of Kansas, Lawrence, KS