Round Table Discussion: What's Next for Reference?

Round Table Discussion: What's Next for Reference?

Facilitator: Donna Maturi, Head of Reference and Information Services, Peabody Institute Library, Danvers

Friday, May 9 1:45-3:00

The round table is something of an open forum. All in attendance gathered to discuss the status and future of reference. Is reference dead? How do we manage this new digital and physical space?

The first question was asked: Is anyone getting rid of their reference desk? One librarian commented on the increase of instruction at their public library, necessitating the reference desk as central to the instruction/learning experience.

One librarian said she was getting rid of the reference desk, or at least creating a roving reference desk since in her opinion it is no longer necessary to have a static reference desk. The librarian also stated that since the advent of wireless internet access, it is no longer necessary to work from a computer behind the desk.

Another librarian stated that her library was exploring information portals, similar to what is in place at Borders Book Stores. A colleague thought this was a good idea; it gives librarians an opportunity to take the retail approach of "Are you finding everything you need?"

Another librarian wondered if public libraries are making an effort to incorporate the reference desk into a computer lab type setting, since it sounds like the natural transition.

Donna asked if reference collections are growing, if there is a budget freeze, or if the collection is not growing from a lack of ready-reference questions. This begs another question about assessment, which has become a touchy issue, especially at academic libraries. Assessment at the academic level has budgetary implications, both for staffing and collections.

There was some discussion about the role of the full-time reference librarian. Does a reference librarian have to take on other duties as part of their job because of the diminishing use of reference services? Many positions are described as reference and another position, i.e., reference/YA librarian, or reference/ILL librarian. Is this problematic for the future of reference services?

The question quickly changed to an argument for preserving reference services as a necessary part of library operations, especially with a focus on quality against the proliferation of quantity based information available on Google.

Librarians discussed ways to attract patrons by doing some kind of database show-and-tell, or as part of general library celebrations. There is some concern about learning new databases and marketing them to the public, especially with the cost for a small public library; however, there is still a need to be current and make information access more efficient.

The greatest theme among librarians present at the round table is how to deal with decreased traffic with the library's needs to expand information options to patrons. There is a huge concern that the reference desk--and the reference librarian--are a diminishing idea. With the increase in electronic services, how do libraries reconcile electronic literacy through databases and other library services with diminishing use.

There is still an incredible sense of optimism that reference services will not go anywhere. The question is how do we project our services in the future. Many librarians are ready for the change, and eager to be relevant and embrace change and technology.

There was some discussion about eReference and the importance of electronic reference. There was some discussion about the increasing electronic presence of librarians in the future, eliminating the physical face-to-face contact in the equation. The general consensus is that reference is undergoing some changes. It is just a matter of wait and see, yet embrace whatever changes may come based on demand and the changing frontier in services and collection.

There is a real opportunity for reference staff to transition properly by building a constituency of support to make sure that reference librarians and their services do not become defensive. Instead, the theme is for reference services to become progressive and try test runs. One librarian suggested embracing change to explore new ideas such as blogs and wikis. Like any profession, changes are bound to take place, but reference librarians are in a position to make the change more easily.

Round Table Discussion: Public/Academic Library Collaboration

At first there were only academic librarians at this roundtable ... after a little while, thankfully some public librarians joined us. It would have been sad right, to only have academic librarians at a collaboration roundtable? I was heartened to hear so many of my academic colleagues talk about their interest in working with their local public libraries. I know we at Mt. Wachusett Community College find ourselves in a unique position - community colleges are somewhat of a hybrid, in that we serve both the greater community and also our more immediate community of faculty, staff and of course, students.

Here is a snapshot of the discussion:

Seven academic librarians and two public librarians

Do academic and public librarians handle reference differently? One participant had heard it was vastly different and participants weighed in on their views of the differences.

How do public libraries handle information literacy? There is a need for public librarians to start doing more to help their users become more information literate.

Vying for the same money with municipalities makes it difficult – need to make a special effort to bond and recognize commonalities.

Present together at conference – academic/public librarians - a great idea - I would love to present with someone (email me!)

Talked about the MassBlast program and others, teaming up public and academics - worked well at the Springfield Public Library. We at MWCC have also worked with MassBlast kids through visits by students doing the program through the Athol Public Library.

“My College Freshman” – day long event that gets all types of librarians together to talk about information literacy and writing - FREE - you should attend!! The 2006 event had a number of public librarians in attendance, including a YA librarian from Shrewsbury Public Library.

Tensions in relations between collaborations between public and academics sharing spaces/facilities ... Some specific situations were mentioned.

Training sessions – do together for users

How to fix the us and them issues … No easy answers

Learning Commons Roundtable

A group of approximately 12 people gathered to discuss the merits of Learning Commons. Some people expressed not truly understanding the notion of what a Learning Commons is. It appeared that many folks were here to get information as they are planning for their inevitable Learning Commons. Emily Alling was able to help us understand the Learning Commons concept by describing the LC at the University of Massachusetts. She described a dynamic place where students can collaborate and have access to several library and campus services all in one place as well as technology tools. Furniture is flexible and the environment is noisy and vital.

Defining the Learning Commons isn't easy.

Emily's definition paraphrased (not a quote): A library plus; a collaboration with other outside services...bringing all these services into one place, convenient, good tech support, meeting most needs in one place, technological, informational...

Some people felt that public libraries are ahead of academic libraries when it comes to user services. I'm not sure how true this is but it was interesting to hear how academic and public libraries could learn a lot from each other. Being a supervisor of the Learning Commons and Technical Support Desk at UMass, Amherst, I do see user services becoming a priority. The Learning Commons is about meeting user needs and quality service is of the utmost importance.

This roundtable discussion about Learning Commons was interesting as we had people from various libraries, all interested in Learning Commons and all with ideas about how they impact our users.

Is Reference Dead?

Is Reference Dead? Roundtable discussion
Facilitated by Carolyn Noah

How has reference changed at your library?
Patrons are more technology savvy, so we're helping them work through databases and
Constituency for reference desk is older. The younger folks are staying home and

What methods are you using for doing reference?
IM -- we just started using it
QuestionPoint -- helping kids with their homework and answering questions can transform the relationship with the library and the librarians. When it works, it works really well.
Reference by appointment -- making appointments helps add value to the time of librarians; works well with older patrons, younger patrons want answers now

How are you promoting reference?
In-house flyering, library website

How about reference space?
The reference desk is inconvenient, especially when you're trying to show folks what you're doing on the computer
People are going out from the behind the desk and doing reference at the public PCs
Collaborative space for reference work? Smaller libraries never had a reference desk, so they never had a reference desk to hide behind -- small mains and
Double-screens for reference computer, so patrons can see exactly what you're doing as you type
Tablet PCs walking around the floor

Reference collections?
Books -- collection is shrinking at least 25%, probably could get rid of more, academic library has shrunk it 50% or more
Dropping paper subscription in favor of online formats
The series collections that take vast amounts of space are going first/fastest
Patrons need it online or able to take it home or print it right off the computers

What do patrons want?
They don't want books, not even to photocopy. They want to just print it out.
Librarians are falling into the habit of not using/promoting our print resources -- one librarian started a "Reference Book of the Week" to promote the print sources that remain
Teachers are making them have a percentage of printed sources and electronic sources, both Internet and database
It's a teaching moment when you print out an electronic version of a print resource to show them that it's non-Web source
When we can, we confirm with the teacher what the intent is when they say, "You have to have a book source."
Also, is it a way to stop the flow of plagiarism

Role of reference librarian in the new age? Definition of reference librarian changing?
The role is the same, the tools have changed
Research questions are changing somewhat to social service referrals -- somewhat who speaks little English just gets an account number and complex instructions that they can't follow...they come to us to ask for help
Librarians are trained in putting together multiple sources, but the questions have changed in nature
A lot of little questions, a lot of handholding on computer use for non-users
Academic: it's shifted from complex research questions to training in online research skills, evaluating sources
Framingham PL -- developed a pathfinder for folks who are filling out online job applications
The older folks who are asking for our help are changing, too -- they need our support on
How do we help those who are too shy to approach us?
We can't make assumptions about what people should know and we need to just answer their questions
Some librarians see themselves as the arbitrer of information and won't ask others beyond their desk to provide service to patrons, they see it as a control issue
Librarian just takes a laptop into the YA room and monitors the conversation around them; if there's a question, she just jumps in and answers it and then the conversation grows by osmosis
"Community constituency builders" -- Natick Public Library, networked into community agencies advising and providing a structure for coalition building
IT Librarians

What do you need to ditch the desk?

• Step 1: Get out from behind the one you have.
• Watch and listen to the patrons as you walk around
• Where do you have Circ staff send new patrons if you're out doing Walking Reference in the stacks? What other methods do we use to let patrons who need our help find us?
• What do the patrons expect? Where will they go to seek help?
• If you have the luxury of two people on the desk, have one sitting and one wandering
• Laptop tables on wheels (with locking cables)?
• Doing programs in groups
• Get out from the library and do reference outside the building
• Cordless phones or Vocera units
• Office hours at the coffee shop
• Distributing information about resources to new partners (like realtors) who can then pass on information to their users

What kind of training do we reference librarians need to have to do this new job
Customer service training, including training from the retail environment
Attitude is important
How do we shift our reference service online? -- "I feel like a coal miner right now...like it's all going to be over really soon."
Email reference, IM reference, web form reference -- Some reference stats are going up, some down
Local history questions are going through the roof, they're coming in in Winnebagos and asking away
Our elders need us now, our new immigrants need us, our lower-income folks need us -- will this be the same or different in 10 years?
Lots and lots of tech support questions. How to search, how to find things, how to fix a stuck computer, how to format a resume, how to use Photoshop
Reader's advisory

More exploration of getting out from behind the desk
How do we staff these desks, both for security and for access?
Can we use expediting functions, information stations, to streamline the process?
Can we give some reference training to non-librarian staff as a part of that expediting process, so that the request for a book doesn't end with "No we don't have that."