Shahla Bahavar, Ph.D. Assistant Reference Coordinator, USC Libraries Sophie Lesinska, Ph.D.
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Transcript of Shahla Bahavar, Ph.D. Assistant Reference Coordinator, USC Libraries Sophie Lesinska, Ph.D.
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Tiered Reference Project: Library Staff Members and
Professional Librarians in Pursuit of Excellence
Shahla Bahavar, Ph.D.Assistant Reference Coordinator, USC Libraries
Sophie Lesinska, Ph.D.Reference/Instruction Librarian, USC Libraries
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Tiered Reference: Definition
Tiered reference provides a structure for resolving reference questions efficiently while maintaining high quality service for all variety of inquiries. The idea of referral is central to a tiered reference philosophy. Tiered reference training provides baseline knowledge in resources and gives reference providers the skills they need to identify when, where and how to refer questions.
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Tiered Reference: Definition
Tiered reference provides a structure for resolving reference questions efficiently while maintaining high quality service for all variety of inquiries. The idea of referral is central to a tiered reference philosophy. Tiered reference training provides baseline knowledge in resources and gives reference providers the skills they need to identify when, where and how to refer questions.
![Page 4: Shahla Bahavar, Ph.D. Assistant Reference Coordinator, USC Libraries Sophie Lesinska, Ph.D.](https://reader038.fdocuments.in/reader038/viewer/2022110102/56813fe5550346895daad17f/html5/thumbnails/4.jpg)
Historical and Institutional Context
• Nearly twenty branch libraries/service points on USC main campus: different practices and cultures
• Realignment of the USC library system in 2003 launches efforts to assure that all service points adhere to a shared set of customer service values and practices
• Three Interdisciplinary Research Centers with corresponding Teams created: Arts and Humanities, Science and Engineering, Social Sciences
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Tiered Reference Project:Goals
• To involve staff and students in providing reference services
• To create structured reference training with shared learning outcomes for the entire library system
• To assure the high quality of information and reference services offered at all service points
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Leavey Library Information Commons: A Model of Tiered Service
• Since 1994 USC has offered high quality tiered reference services in Leavey Library Information Commons
• Unique training program designed by Shahla Bahavar, USC Libraries Assistant Reference Coordinator
• Student Navigation Assistants, Information Commons Staff, Research Librarians
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Reference Tiers
Specialized consultations
Advanced reference questions
Basic reference questions, directional questions, computing questions
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Tiered Reference Project Team
• Formed 2004• Membership: USC Libraries Reference
Coordinator, USC Libraries Assistant Coordinator, three reference librarians representing three different Interdisciplinary teams, three staff members
• In 2005 new staff members and librarians recruited• Mandate: create structured Tiered Reference
training
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Module 1: Baseline Knowledge
of Public ServicesOnline Tutorials:
• USC Web Overview
• Advanced HOMER (USC online catalog)
• Scholars Portal (USC federated search tool)
• Referrals
• Implementation: Spring 2005
• Six in-person sessions • Over fifty attendees• Currently library
managers include tutorials as required student training material
Implemented Spring 2005
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Tutorials on USC Libraries Reference Web
http://www.usc.edu/isd/libraries/about/reference/
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Module 2: Baseline Knowledge of Reference Services
Online tutorials• Reference Interview
(digital movie to be soon uploaded to USC Libraries Reference Web)
• Interpreting Citations (online tutorial)
• 5 in-person sessions• 94 attendees
Implemented Fall 2005
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Module 3: Baseline Knowledge of USC
Electronic Resources
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Module 3: Baseline Knowledge of Electronic
Resources
• Online Reference Resources
• Full-text Resources
• Searching Databases
• Finding Dissertations
Under development
Projected implementation: Fall 2006
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Training Assessment
The online survey’s goal is to improve the Tiered Referencetraining program and recommend changes for the further training sessions.
Survey Sections:
•I. Reference Training: General Orientation•II. Reference Training: Reference Interview, Referral Process•III. Reference Training: Electronic Resources, Online Catalogs •IV. What method of training would work the best for you?
Available in Spring 2006
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Lessons Learned
• Tutorial Software: Viewlet, Camtasia• Tracking student progress: online tests• Recruiting student workers as a film crew• Gaining institutional buy-in: rotating
membership, in-person classes, gathering feedback
• Result: staff empowerment, improvement of customer service and motivation
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Module 4: Key Specialized Resources
• Subject specialists currently experiment with tutorial software
• The project is gaining institutional buy-in
Development plans: Fall 2006