What is it about?
This article aims to describe how a college library critically examined its maintenance of a traditional reference desk for in‐person services and changed its service model to suit local needs. The author examined quantitative and qualitative reference use data prior to changing the service model, and the purpose of reference services was formally articulated. Following the change the author again examined use data, conducted a convenience sample survey, and measured visits to the web site. The new on‐call, consultative reference service model is described, as is a description of how they managed the change process internally, how they marketed reference services to the students, and how they are assessing the results.
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Why is it important?
The author came to the conclusion that while maintaining in‐person reference was important for the library, a separate desk was not the best means of providing service at the college. Following the change to the service model, use of reference and consultation services dramatically increased. Considerations for choosing a reference model appropriate to one's local conditions are outlined.
Perspectives
This is ultimately a practical article for practicing librarians. A set of questions to ask about your own situation is included in the article. Many librarians have told me they have used the article and questions to facilitate internal discussion, as they examined their own reference service model.
Theresa S Arndt
Dickinson College
Read the Original
This page is a summary of: Reference service without the desk, Reference Services Review, February 2010, Emerald,
DOI: 10.1108/00907321011020734.
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