UBC Library Task Group 3.4 Reference Services

1
UBC LibraryTask Group 3.4 - Reference Services

• Branch Surveys

2
What are your hours of reference service?

• M-F most libraries 9-5 some 10-4 (eg Lam, Law,
  Asian)
• Some evenings Woodward, HSS, Sci Eng, Robson
  Square
• Sa-Su Woodward, HSS, Education, Fine Arts, Law,
  Science and Engineering
• Some smaller branches do not maintain formal
  Reference Desk. Instead, librarians are on
  call, making it less easy to ascertain how many
  hours they offer personalized reference service

3
How do you staff the desk?

• Most libraries use combination of librarians,
  LAs and GAAs
• Many branches use GAAs for weekend, evening
  reference
• Larger branches use 5 or more GAAs for reference
• Some smaller branches do not maintain a formal
  Reference Desk. In branches where librarians are
  always on call, it is less easy to ascertain
  how many hours they spend providing personalised
  reference service

4
How many hours per week on the Reference Desk?

• In branches where a formal Ref Desk schedule
  exists, librarians typically spend 8-12 hrs/wk
  providing personalised reference service
• Depending on branch and other duties, librarians
  spend from 2 to 18 hours per week providing
  personalised reference service
• A certain amount of post-reference service is
  carried out for complex questions by many
  librarians

5
Does anyone do roving reference?

• Few branches do this proactively
• One branch said, Its part of our drill.
• Some people are concerned that it might be
  intrusive
• Most people offer help if user looks lost or in
  need of help

6
How is email reference managed in your division?

• All branches receive lib-contact queries, which
  are answered by librarians or triaged by LAs
• Several branches have their own e-mail reference
  forms on their website
• Some branches note that e-mail reference is
  growing, especially from the public (telephone
  too)
• Most librarians receive e-mail requests - growing
  area

7
What is the priority - reference or instruction?

• Most believe reference and classroom instruction
  go hand in hand
• Several branch heads said reference is more
  crucial
• Several said classroom instruction is more
  important because it reduces demand at the Ref
  Desk
• Several pointed out that reference work is a form
  of teaching

8
How have references services evolved over time?

• General perception is that number of requests is
  going down, while complexity is increasing (We
  get the harder questions)
• Perception that fewer Faculty members ask for
  help
• Perception that undergraduate demand is
  particularly rising, even though more resources
  are online
• Number of librarians has declined
• Issues surrounding how to answer reference
  question are intensifying
• Need to know Web resources, not just UBC ones

9
Comments about reference services in general?

• Students believe everything is on the Web
• Need to know and use both print and online
  sources
• Working in distributed environment complex (LSL)
• Need guidelines about when to staff Reference
  Desk
• Need to improve access to e-mail ref and
  advertise
• Should not reduce the level of expertise of those
  staffing the Reference Desk (training issues
  important, eg GAAs)
• Need to determine correct balance of services
  (subject guides, reference, instruction, etc.)

10
Comments about reference services in general,
cntd.

• Would like to see results of studies on online
  courses and learning outcomes
• Reference statistics as collected are meaningless
• Instruction needs to be timed (teachable
  moment)
• Libraries need to promote their services better
  to Faculty members, who may not value our
  expertise
• Reducing Ref Desk service also reduces demand
• Virtual technologies needed to serve distributed
  users
• New learning methods demand users be able to do
  own research (eg, evidence-based learning)

11
What do you think of the idea of chat reference
service?

• Most unit heads are in favour, but want more
  information
• Some feel it would work well for simple
  questions, less well for complex ones
• Good solution for distance or mid-career students
• Staffing issues would need to be addressed
• Solo librarians would find it hard to participate
• Partnering with other institutions a good idea
• Concern - will it result in inferior reference if
  carried out by generalists? Need to involve subj
  specialists

12
What do you think of the idea of chat reference
service, cntd.

• Takes longer to type a response than to say it
• Wouldnt work for print collections
• Could be a useful way to involve LAs, e.g.,
  proxy server questions, catalogue searches
• Requires new methods of communicating, both for
  the librarian and the user
• Technology is new - it will evolve and change
  quickly