Going Out of Bounds with Reference Services

People are using libraries just as much as ever, but what they want and need from librarians has changed dramatically. If we're going to continue being important to our communities and institutions, we must make far-reaching changes in the services we provide, how we deliver them, and even the roles of library services staff. We have to throw out the old rulebook for reference services and develop a new one. In this presentation, Shumaker will outline the nature of the changes taking place and share some ideas about what we'll need to include in the new rules for the next era of library services.

Meyer Library implemented virtual research consultations in the summer of 2014, using join.me screen sharing software. In this session Bennett will discuss the need for virtual research consultations, the library’s research process, marketing and utilizing the software, and plans for the future.

Imagine a reference interaction where the patron inquires about the atmospheric and geographic layout of the planet. With the assistance of apps, the librarian can show the patron how to use the Google Earth app in an interactive and hands-on format. The interaction could lead into using the EleMints Periodic Table app to learn more about the elemental construction of earth science, all on the patron’s chosen personal platform. Since most people have access to smartphones, library professionals must utilize app technology in the reference interview in order to reach their patronage.

Over the past decade, reference and information services have radically transformed from the traditional reference-desk-based service into a point-of-need service in which reference librarians utilize print, electronic, and mobile technologies. While app and mobile technologies have been discussed heavily in library literature, there is very little on how exactly reference librarians can utilize this new, interactive technology to assist their patrons. This presentation will highlight the discuss app evaluation criteria, some of the best apps for reference services, and how exactly librarians can use apps during the reference interview.

Proactive chat reference is a highly effective way of embedding reference services into the user community. UT-San Antonio and St. Edward’s University both replaced their traditional chat systems with a proactive, context-sensitive system. A chat box appears on most website pages and within some databases, and the system offers assistance based on a set of predetermined criteria. For example, if users remain on the Databases page for 60 seconds, they are asked if they need help finding a database.

User response to proactive chat has been remarkable. As soon as proactive chat was implemented at UTSA, the number of questions jumped from eight daily to eight or more per hour, and librarians recently answered 1,000 questions in one week.

The complexity of questions also increased, with the majority being reference or research-related. The advice and support provided through chat has quickly become a vital part of students’ information literacy development.

In the fall of 2014, librarians on the University of Wisconsin-Madison campus began an outreach project for the Center for Educational Opportunity (CeO), a program on campus that promotes access to resources, academic achievement, and personal growth for first generation college students, students who meet specific federal family income guidelines, and students with documented disabilities. CeO students are often unaware of but feel uncomfortable with library services. Working with CeO staff, librarians began providing reference services in the CeO program space once a week, and have since expanded services and interactions with CeO staff.

The CeO librarian group is working to introduce library services to students for both social and academic benefit by establishing trust and approachability, and by providing academic support when needed.

Duarte, Arensdorf, and Shimon will present their methods, successes, failures, and the story of the evolution of this project from its early planning stages to its current form.

Kelvin Smith Library has been moving away from the traditional reference Q&A model to more "relationship-driven" interactions and proactive efforts. The physical reference desk is gone. Librarians are embedding themselves in their departments through office hours, virtual communications, proactive marketing, and/or physical appearance at department events. Personal Librarians are assigned to first year students through their residence halls. While simple reference questions are still answered, efforts are out into the larger impactful research support. The brand new strategic plan looks to expand this model to all campus members.

It's digital reference on wheels! To assist its member libraries with the shift from technology access – providing hardware and software – to instruction – "How do I work this thing?" – the BTOP Express Mobile Training Lab was conceived. Patrons come to their "own" libraries and learn in a familiar and comfortable environment. Librarians are relieved of the pressure having to know every detail about new technologies and have a ready resource to assist patrons. Libraries book and advertise the classes, and patrons sign up. Sara takes the mobile lab to various locations and provides the instruction. She considers library patrons her external customers and librarians her internal customers. The program has been well received, hosting training for more than 7,600 people the past five years.

Medical students are no different from undergraduates in their tendency toward satisfying; however, that habit quickly reveals its limitation within the problem-based learning curriculum where the answer must be pertinent and relevant for the case at hand. Students must use medically and clinically relevant resources to explain their look-up topics, so the issue was helping the students be aware of or find and evaluate these resources, use them effectively, and know who can help when lost. With no option for in-person instruction, the solution was to create a guide with case specific resources and best practices for using those resources for each new case (a total of 50 over two years). In creating the guide, Heskett sat in with one of the 15 groups each week to hear their questions and design the page according to their needs. Resources vary from books to databases to other online resources as well as video and screenshot tutorials for using those resources. Additionally, after the first year she also began attending "Just in Time" sessions for faculty tutors, which expanded the opportunities for working with a unique user group.

In the interest in providing their students a more visible, accessible, and friendly level of service, Kinlaw Library staff made some significant changes to their physical situation. They are now fully mobile and completely wireless - even for power.

This session will show and tell how they did that and the reactions of campus members to the change. Last spring (2014) a new mobile reference desk was added to replace the stationary desk, allowing the reference librarians to be more visible and accessible to students. The mobile desk is the biggest change we have made to their service.

In the Summer of 2014, staff replaced the remaining stationary furniture in the Reference Area with mobile tables and task chairs, replaced a large counter with a glass writable wall, and provided a large monitor on a mobile stand for collaborative group work using Vikitek’s NovoConnect software. They use this for casual collaboration and Reference consultation appointments. Walz put together a libguide documenting this change.

Reference services in academic libraries are responding to the increasing size and complexity of the current information landscape in various ways. In this presentation, librarians from the University of Denver will describe how they have transformed the traditional reference interview from a privileged, hierarchical interaction to a collaborative research consultation that empowers students to take ownership of their learning. The reference consultation has become a dialogue in which the librarian and student contribute their individual perspectives, experience, and expertise to the interaction. This research consultation model fosters a shared learning environment, where students and librarians are co-educators, learn from each other, and approach research problems as a team.

Within this context, the research consultation provides an excellent opportunity for librarians and students to explore complex research processes, such as those described in the new ACRL Framework for Information Literacy for Higher Education. Forbes and Bowers will provide best practices for research consultations that create a collaborative learning environment to enhance students’ understandings of core research concepts within a discipline, as well as within the broader information climate. They will also provide tips for adjusting consultation techniques for phone or Skype consultations.

Strong businesses are vital to the health of a community. Libraries can offer support and resources in many different ways, with space, equipment, materials, and programming. Montz will discuss many of these different opportunities to provide outreach to the local business community, as well as develop partnerships with other local organizations to share resources.