NextGen Reference: Single Service Points and Tiered Reference in Academic Libraries

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NextGen ReferenceSingle Service Pointsand
Tiered Reference in Academic Libraries

• Jeff Lacy
• Lamar University
• jeff.lacy_at_lamar.edu

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Single Service Point

• A service point in a library where two or more
  traditionally separated services (e.g. reference
  and circulation) have been consolidated in a
  prominent, highly visible area providing a
  one-stop shopping experience for the student.
• It is not necessarily the only service point,
  just a very obvious place for students to ask for
  assistance or get common services.

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Tiered Reference is

• ... using paraprofessionals or students to
  answer easy questions, and referring more
  challenging questions to librarians (Brunsting).
• Tiered reference is easily combined with single
  service points.

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How new and how common are these models?

• Consolidated or single service points have been
  discussed in library literature for sixteen
  years, but no data on actual implementation was
  found (Bradigan).
• A 2006 survey 404 of medium-sized academic
  libraries found that only 4.7 (11) used tiered
  reference (Brunsting).

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Why consider a single service point?

• A single service point requires less staffing
  than multiple service points, which saves money.
• Students are often confused or intimidated by
  multiple service points, not under-standing the
  distinction between the services.

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Why consider tiered reference?

• Most research is conducted online, so traditional
  reference queries have dropped.
• Reference areas have evolved into computer labs
  or information commons where the most common
  questions do not require a reference librarian's
  expertise to answer.

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Example Surveys

• Before moving to a single service point, Duke
  University's Medical Center Library discovered
  that 61 of their reference queries could be
  answered by student assistants (Murphy).
• At the University of Arizona's Science-Engineering
  Library discovered, it was 68 (Brache).

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Why consider tiered reference?

• A computer lab or information commons is not the
  best environment for providing in-depth reference
  assistance, since these efforts are often
  interrupted by directional and technical queries.
• In many libraries, academic reference librarians
  need time to develop their roles in instruction,
  liaison activity, outreach, grant writing,
  publication, and other activities.

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Another point of view

• The argument for tiered reference is similar to
  the argument between just in case and just in
  time collection acquisition.
• Should reference librarians spend time that could
  be spent otherwise just in case an in-depth
  question is asked?
• Or should reference librarians be on call for
  just in time reference consultations?

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Bringing it together

• It makes sense to have a place where users can
  get directions or instructions or technical help.
  But trained para-professionals and student
  workers can staff that desk. Professional
  reference librarians should be out and about
  meeting users when and where the help is needed.
  -- Steven J. Bell (Watstein and Bell)

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Making the Transition

• Understand the needs of the students, including
  their perception of library services.
• Observe what students do and how the library's
  arrangement helps/hinders them.
• Visualize how the students' experiences could be
  improved.
• Evaluate and refine by seeking feedback.
• (Bradigan)

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Implementation

• Redesign the physical space
• Adopt new service models
• Consider technological improvements
• Develop improvements to staff communication
• (Bradigan)

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Factors to consider

• Your library's architecture is there a good
  place?
• Staffing Needs less staff overall, but more
  staff at one time
• Training The most important factor requiring
  the most planning

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Training

• Develop a skill set based on the consolidated
  services

• Place holds, circulate, renew, return library
  materials
• Accept and record fees and fines
• Distribute reserve and interlibrary loan
  materials
• Direct patrons to locations, departments, and
  collections within the library
• Search the library's holdings
• Navigate the library's web site
• Operate copiers and other office machines
• Assist in the computer lab
• Assist with common assignments, reference
  sources, etc.

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Training

• Develop training modules based on skill sets and
  learning outcomes
• Example At the University of Arizona's
  Science-Engineering Library, basic SSP training
  takes six weeks. Complete training (sixteen
  modules) takes twelve weeks to complete.
• Reference training involves an additional two
  months of shadowing a librarian for eight to ten
  hours a week.

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Evaluation and Communication

• Test and assess SSP staff
• Annual development reviews
• Performance evaluations per semester
• Develop channels of continuous feedback
• From the SSP staff to the reference librarians
  and back

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Other training options

• Peer-to-peer presentations
• Intense training on newly acquired resources
• SSP staff should attend vendor demos

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Tiered ReferenceAdditional Concerns

• Librarians must be on call for SSP support
• SSP staff must understand when to refer students
  to librarians and have ready means of
  communication to do so
• SSP staff must have a formal procedure for
  referring students to specialists who aren't on
  call

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Potential Pitfalls

• Lack of motivation or insufficient training.
• Librarian disconnect. Reference librarians must
  make a greater effort to stay connected with
  students.
• Communication breakdown. Information from the
  desk on trends and needs must get to the
  librarians, who in turn must return with
  appropriate training.
• Librarians fail to use their extra time on new
  projects.

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Potential Benefits

• Students experience less confusion in the library
• Reducing service points should reduce staff
• Cross-trained SSP staff provide more robust and
  consistent levels of service
• Librarians gain time for other duties and projects

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Sources

• Bracke, Marianne Stowell, Sainath Chinnaswamy,
  and Elizabeth Kline. Evolution of Reference A
  New Service Model for Science and Engineering
  Libraries. Issues in Science and Technology
  Librarianship 53 (2008) np. 2 Feb. 2009
  lthttpwww.istl.org/08-winter/refereed3.htmlgt.
• Bradigan, Pamela S., and Ruey L. Rodman. Single
  Service Point It's All in the Design. Medical
  Reference Services Quarterly 27.4 (2008) 367-78.
• Brunsting, Marlys. Reference Staffing Common
  Practices of Medium-Sized Academic Libraries.
  Journal of Interlibrary Loan, Document Delivery
  and Electronic Reserve 18.2 (2008) 153-80.
• Murphy, Beverly, et. al. Revolution at the
  Library Service Desk. Medical Reference Services
  Quarterly 27.4 (2008) 379-393.
• Watstein, Sarah Barbara, and Steven J. Bell. Is
  There a Future for the Reference Desk? A
  Point-Counterpoint Discussion. The Reference
  Librarian 49.1 (2008) 1-20.