Its Complicated The Continuing Evolution of the Reference

It’s Complicated! The Continuing Evolution of the Reference Service Model Frances Devlin and Erin Ellis University of Kansas Reference Renaissance Conference August 8 -10, 2010

University of Kansas • 30, 000 student enrollment • 2, 500 faculty • 7 Libraries on Lawrence campus

Watson Library

Anschutz Library

Background Traditional desk-bound reference services Combined reference staff from Watson and Anschutz Libraries 2002 2003 Chat/IM reference 2004 “Peer and tier” model implemented 2005 Merged reference dept. dissolved 2006 Service quality issues (Lib. Qual) 2007 to present Librarians staffing desks again

What is Reference (anymore)? �Help users find information �Modes of delivery have changed in-person, telephone, email, chat, instant messaging/ texting, roving, and research consultations with librarians �Teaching philosophy

Trends �ARL Statistics (1991 -2008) reference transactions declined by 53% �Questions are more complex �Undergraduates technology more comfortable with

Reference Stats (2008 -2010) Number of Questions 5000 4000 3000 2000 All types ARL 1000 0 Sp 2008 Fa 2008 Sp 2009 Date Fa 2009 Sp 2010

Constantly Evolving Environment �Organization �Facilities/collections �Technology �User expectations �New roles for librarians �Assessment �Staffing & feedback

Organization �University/Library �Educational administration mission �Student retention priority �General education learning outcomes �Shrinking budgets/resources

Facilities & Collections �Combined service points Circulation, Technology, Research Help �Moving collections �Creating �Group new and improved spaces work/individual study space

Technology �Access and assistance “anytime, anywhere” �IM/text �Explosion of resource accessibility Databases/Interfaces Google/Search engines �Rapid change

User Expectations �Access �Expertise

Undergraduate Expectations �Complete and immediate discovery and �Influence of Web 2. 0 world delivery �Feedback mechanisms �Exceptional �Group service, convenient tools study (flexible space)

New Roles for Librarians �Leveraging �Making expertise (in & outside library) strategic connections �Faculty/librarian �Scholarly �Data teaching collaboration communication management

Assessment & Feedback �Understanding users Lib. Qual (2003, 2006, 2009) Internal surveys & focus groups �Tracking number & types of questions Lib. Stats (in-person, telephone, IM) Question. Point (email) �Understanding reference staff

Staffing �Librarians and reference specialists (many from other library units), graduate students total of 32 �Challenges Other responsibilities (reference not primary) Building generalist levels of proficiencies Knowing when to refer

How do we… �Remain relevant in an era of increasing self-service and Google? �Add value to our services? �Build staff proficiencies to answer general reference questions? �Deploy new technologies that can be personalized to meet user needs?

Challenges �Traditional roles for librarians are changing New skills needed �Staffing models are changing Should librarians continue to staff the desk? or provide only individual, in-office consultations?

It is complicated! �No one size fits all! �Customization �Combination of services and spaces of approaches

Future Models

Anschutz Learning Studio �Blended single service point for information, technology, quick reference, setting appointments �Referrals to in-depth research consultation �Connections to other student services (writing, tutoring, advising) �Collaborative workstations, individual and group study spaces

Watson Library �Support �Center faculty research & data management for Digital Scholarship �Center for Research Methods and Data Analysis �Faculty and graduate student lounge �Creation of group and quiet study zones

Contact Information Frances Devlin fadevlin@ku. edu Erin Ellis eellis@ku. edu University of Kansas, Lawrence, KS