Evolution of Reference: A New Service Model for Science and Engineering Libraries
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ERIC Institute of Education Sciences
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| Main Authors: | , , |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2008
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| _version_ | 1867181097070100480 |
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| author | Bracke, Marianne Stowell Chinnaswamy, Sainath Kline, Elizabeth |
| author_facet | Bracke, Marianne Stowell Chinnaswamy, Sainath Kline, Elizabeth Bracke, Marianne Stowell Chinnaswamy, Sainath Kline, Elizabeth |
| collection | Education Resources Information Center |
| contents | Evolution of Reference: A New Service Model for Science and Engineering Libraries Bracke, Marianne Stowell Chinnaswamy, Sainath Kline, Elizabeth Engineering Library Services Reference Services Models Academic Libraries Administrative Organization Referral Time Management Paraprofessional Personnel On the Job Training This article explores the different steps involved in adopting a new service model at the University of Arizona Science-Engineering Library. In a time of shrinking budgets and changing user behavior the library was forced to rethink it reference services to be cost effective and provide quality service at the same time. The new model required consolidating different service points, i.e., circulation desk, photocopy desk, and reference desk into one central location to be staffed by library associates. First we performed a financial analysis and determined the cost per hour of the existing staffing model. This was followed by logging questions at different service points to understand the type of questions asked at different locations. This data-drive approach also uses a robust referral system where complex reference questions are referred to individual subject librarians. We performed Action Gap Surveys to measure customer satisfaction levels before and after we employed the model. The article also emphasizes the training and continued education required for library associates to provide quality reference services. (Contains 3 charts.) |
| format | Recurso educativo Open Access |
| id | eric_EJ851420 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2008 |
| record_format | eric |
| spellingShingle | Evolution of Reference: A New Service Model for Science and Engineering Libraries Bracke, Marianne Stowell Chinnaswamy, Sainath Kline, Elizabeth Engineering Library Services Reference Services Models Academic Libraries Administrative Organization Referral Time Management Paraprofessional Personnel On the Job Training Evolution of Reference: A New Service Model for Science and Engineering Libraries Bracke, Marianne Stowell Chinnaswamy, Sainath Kline, Elizabeth Engineering Library Services Reference Services Models Academic Libraries Administrative Organization Referral Time Management Paraprofessional Personnel On the Job Training This article explores the different steps involved in adopting a new service model at the University of Arizona Science-Engineering Library. In a time of shrinking budgets and changing user behavior the library was forced to rethink it reference services to be cost effective and provide quality service at the same time. The new model required consolidating different service points, i.e., circulation desk, photocopy desk, and reference desk into one central location to be staffed by library associates. First we performed a financial analysis and determined the cost per hour of the existing staffing model. This was followed by logging questions at different service points to understand the type of questions asked at different locations. This data-drive approach also uses a robust referral system where complex reference questions are referred to individual subject librarians. We performed Action Gap Surveys to measure customer satisfaction levels before and after we employed the model. The article also emphasizes the training and continued education required for library associates to provide quality reference services. (Contains 3 charts.) |
| title | Evolution of Reference: A New Service Model for Science and Engineering Libraries |
| topic | Engineering Library Services Reference Services Models Academic Libraries Administrative Organization Referral Time Management Paraprofessional Personnel On the Job Training |
| url | https://eric.ed.gov/?id=EJ851420 |