Description
Book SynopsisTrade Review[T]he bright notes [include] guidance on how best to get existing staff to participate in the changes in their work, and there are solid basic reference interview examples for training paraprofessional staff who will be on the front lines. * Library Journal *
Reference services have changed dramatically over the past several years due to technology and the ways in which user needs have changed. This also means that the way that reference services are managed is changing as well. One way that libraries have found to keep up with the needs of users is to switch to an on-demand, in-person approach to managing the reference needs of their patrons. That oftentimes means that more staff is trained at handling reference questions and more reference service points are offered. This book provides practical suggestions for implementing these changes in your references services department. It address such issues as the best approach to getting staff on board with the new model (both those with an MLS and those without), determining optimal staff numbers to have on hand, creating training materials, evaluating the quality of reference service once the switch has been made, and staff supervision considerations. The book provides sample forms, checklists, and sample materials that will save you time while implementing changes to your reference department and provide you with ideas that you may not have considered beforehand. This is a useful and worthwhile guide for any library looking to revamp their reference services department. * American Reference Books Annual *
Undertaking a project to integrate services, which involves planning, good communication, training, implementation and evaluation, is a major task. This book will prove invaluable to those undertaking such a project or considering the possibility, guiding the reader through steps in the process, and setting the scene as to why such a change is needed. . . .All of this rounds out a very clear, easy-to-read guide that might be read as a whole, or dipped into when specific information is required. * Australian Library Journal *
Honestly, this is exactly the kind of book I've wished I had over the last few years, as my library has also been exploring and experimenting with new reference service models, too. It clearly outlines both the reasons that change is needed and the practical steps libraries can take to successfully implement these changes. I really like that their plan focuses on how to determine and respond to patron needs in your own library's circumstances, making all of their suggestions potentially adaptable to libraries of any size or type. Their plan is complete from the initial data collection to assess needs to the final assessment of the new model and planning for change and ongoing improvements. This is a wonderful resource for reference librarians. -- Allison Faix, Reference Coordinator and Librarian, Kimbel Library, Coastal Carolina University
Table of ContentsChapter 1. The Changed Reference Environment Changes Through History Fewer and Different Questions at the Desk Evolving Responsibilities of Academic Reference Librarians New Models of Reference Service References Chapter 2. Why Do We Need to Change Anything? Gathering Information about Reference Questions Asked in the Library The Project Group Collecting Data Step 1: Decide What Data to Collect Step 2: Decide Who Will Collect Data Step 3: Decide When to Collect the Data (and for How Ling) Step 4: Determine How to Record the Data Google Docs Libstats LibAnswers Pen-and-Paper Method Step 5: Collecting Reference Question Data Classifying Questions Step 1: Select a Reference Question Classification System The Katz Classification The Warner Model The READ Scale Pros and Cons of Classification Systems Step 2: Code the Questions Step 3: Compile the Coding Results Step 4: Finalize the Question Coding Preparing the Data for Presentation Step 1: Decide What Data to Present Step 2: Put the Data in Tabular Form Step 3: Determine What Types of Charts to Use Step 4: Create the Charts Key Points References Chapter 3. Getting Buy-In: Setting the Stage for Change The Stage for Change Resistance to Change Strategy for Change Getting Others on Board Administration Librarians Supervisors Staff Other Departments Faculty (for Academic Libraries) Key Points References Chapter 4. Can You Help Me? Preparing All Library Employees o Assist Library Users Determining Reference Expectations of All Library Employees Frequently Asked Directional/Informational Questions How to Make a Referral Locations and Functions of the Public Service Points Customer Service Behavior Other Knowledge or Skills Library Signage Planning the Training Sessions Reviewing a Sample Training Session Introductions Expectations – What is Changing and Why Answering the Most Frequently Asked Directional and Informational Questions Making Referrals Sample Referral Scenario 1 Sample Referral Scenario 2 Learning Locations and Services Providing Good Customer Service Scenario Walkthroughs Sample Scenario 1 Sample Scenario 2 Sample Scenario 3 Sample Scenario 4 Question-and-Answer Period Post-Session Follow-Up Key Points Chapter 5. Selecting and Training Staff to Work at the Reference Desk Matching the Right People with the Reference Desk Methods for Gauging Both Interest and Aptitude A Timeline for Implementation of the Inclusive Reference Model Determining What Staff at the Reference Desk Need to Know Additional Referral Training/Desk Orientation Developing Training Manuals Developing Training Modules/Exercises Key Points Chapter 6. “What Needs to Change Now?” Evaluating the Inclusive Staffing Model Initial Considerations What to Evaluate Training Procedures Effectiveness Performance When to Evaluate Who to Evaluate What are the Ethical Considerations? Evaluation Methods Surveys Focus Groups and Interviews Observation Planning the Evaluation Project Step 1: Expand Reference Project Group Membership Step 2: Determine the Evaluation Methods Step 3: Create “Task and Timelines” Documents Case Study of an Evaluation Plan Sharing the Evaluation Results Written Final Report In-person Presentations Key Points References Chapter 7. So, What Have the Librarians Been Up To? Addressing Skepticism The New Reference Librarian Technology and the New Reference Librarian Collection Development Information Literacy Marketing and Outreach Additional Areas of Expansion Key Points References Chapter 8. Managing the New Model for Long-Term Success Integrating the Inclusive Staffing Model into Library Personnel Policies Defining Reference Coordinator Responsibilities Communicating with Staff Individual Check-ins Meetings E-mails Electronic Bulletin Boards Communicating with Non-Reference Staff Providing On-going Training Training Needs of Reference Desk Staff Training Needs of Non-Reference Staff Assessing Staff Performance Assessing Reference Staff Assessing Non-Reference Staff Showing Appreciation to Staff Key Points Chapter 9. Reference: What Does the Future Bring? The Ever Evolving Needs of Library Users The Ever Evolving Landscape of Reference Services The Future of Staff Involvement The Enduring Spirit of Reference Reference Index About the Authors
