Merging Traffic: Planning for and implementing a

combined reference and access services desk

Tom Burns, Research & Instruction Librarian, UMKC

burnstg@umkc.eduMelanie Church, Graduate Student Assistant,

UMKCmjc4gb@mail.mizzou.edu

Fu Zhuo, Research & Instruction Librarian, UMKCzhuof@umkc.edu

October 6, 2011

Merging Traffic: Planning for and implementing a combined reference and

access services desk

UMKC Library renovation Declining reference statistics (Carlson 25-30)

One point of service in libraries (Fitzpatrick 231-38)

Reference desk staffing had already transitioned from 2 to 1

Merging two desks in academic libraries (Massey-Burzio 276-86, Flanagan 329-38, Meldrem 305-11)

Introduction and Literature Review

Reference - Statistics

0

1000

2000

3000

4000

5000

6000

Answered by Reference Answered by AccessServices

2010

2011

Survey Monkey is used to monitor reference transactions. In 2010, there were 10,846 total questions, including non-reference questions. In 2011, there have been approximately 5,800 total questions to date.

In 2010, 49% of the questions answered by Reference were reference questions.

In 2011, 53% of the questions answered by Reference were reference questions.

In 2010, Access Services answered 2.6% of the reference questions.

In 2011, Access Services answered 19.8% of the reference questions.

Began in December 2009 with a planning committee and a “Final” version was approved January 2011

Document categories Quick Reference Questions “On call” referral Telephone, Text-a-Librarian, & Email questions Technical Assistance Evening & weekend service

Cross training Librarians Staff

Planning Process

When the traffic merged November, 2010 – February, 2011 (transitional phase)

Moved to the new desk in February 2011 – present

Merging Desks

Former Information Commons

Former Reference Desk

Former Access Services Desk

Transitional Reference/Access Services Desk

First Floor Layout

The New Service Desk

The New Service Desk

The transition has been mostly smooth. The one combined service desk has created

a new service model. The change is a win, win situation for library

patrons, library staff, and librarians. The new model successfully addresses the

new reality of library services.

Positive General Outcomes

For library patrons specifically: Alleviates frustration and tears down service walls. Avoids multiple referrals and creates one point of

need assistance. Receive “all” services at one point and no need to

walk to another desk to ask the question again. It is now the responsibility of the staff to figure out

who is the right person to answer a question.

Patron Outcomes

For library staff and student assistants specifically: Provides an opportunity for them to learn some

reference knowledge and skills in order to serve their patrons better.

Gain some reference experience as some of them are library school students.

More people are available to solve technical problems and cover guest log ins.

Brings reference team and Access Service team closer, literally and figuratively.

Builds a closer relationship as each team can do part of the other’s job and gain professional experience.

Circulation Staff Outcomes

For librarians specifically: More time for professional development

activities. More focus on research questions or

consultations. More availability to host library programs, e.g.

diversity, instruction, and other cultural programs in the library.

More opportunities for outreach and marketing in departments to engage faculty and students.

More occasions to learn the automation system and help patrons in another way.

Librarian Outcomes

How has cross-training actually worked? Is it appropriate for Access Service Staff to

answer some reference questions, such as how to find peer-reviewed journal articles?

Is it appropriate for RIS staff to handle some Access Services functions? For example, fines.

What happens when there are lines at the desk? Should we be doing more to evaluate service at

the desk as a whole?

Challenges and Opportunities

Will RIS librarians and Access Services staff have two jobs? Will that jeopardize anybody’s job security?

Who is more responsible for more complex technical questions?

Who should student assistants call for help when the scheduled reference staff is busy helping a patron, their supervisor or backup librarian?

How do both teams communicate with each other?

Challenges and Opportunities Continued

Where do we go from here? Is this a good balance between

visibility and formality? Have any of your libraries had similar

or vastly different experiences at your service desks?

Discussion

Thanks!

Special thanks to Cindy Thompson, Mary Anderson, and Diane Hunter for their contributions to this project.

Bugg, Kimberley L., and Rosaline Y. Odom. "Extreme Makeover Reference Edition: Restructuring Reference Services at the Robert W. Woodruff Library, Atlanta University Center." Reference Librarian 50.2 (2009): 193-204. Library, Information Science & Technology Abstracts. EBSCO. Web. 4 May 2011.

Carlson, Scott. “Are Reference Desks Dying Out? Librarians Struggle to Redefine—and in Some Cases Eliminate—the Venerable Institution.” The Reference Librarian 48.2 (2008): 25-30. Web. 4 May 2011.

Fitzpatrick, Elizabeth B., Anne C. Moore, and Beth W. Lang. "Reference Librarians at the Reference Desk in a Learning Commons: A Mixed Methods Evaluation." The Journal of Academic Librarianship 34.3 (2008): 231-38. Education Full Text. Web. 12 May 2011.

Flanagan, Pat and Lisa Horowitz.  “Exploring New Service Models: Can Consolidating Public Service Points Improve Response to Customer Needs.”  Journal of Academic Librarianship  26.5 (2000): 329-38.  Web. 11 May 2011.

Kolowich, Steve. “What Students Don't Know.” Inside Higher Ed 22 Aug. 2011. Web. 3 Oct. 2011.

Lubker, Irene, Margaret Henderson, Catherine Canevari, and Barbara Wright. "Refocusing Reference Services Outside the Library Building: One Library's Experience." Medical Reference Services Quarterly 29.3 (2010): 218-228. Academic Search Premier. EBSCO. Web. 4 May 2011.

Massey-Burzio, Virginia. “Reference Encounters of a Different Kind: A Symposium.” The Journal of Academic Librarianship 18.5 (1992): 276-80.  Web.  12 May 2011.

Meldrem, Joyce, Lori Mardis, and Carolyn Johnson. “Redesign Your Reference Desk: Get Rid of It!” ACRL Twelfth National Conference. Association of College & Research Libraries. Minneapolis, MN. 7 Apr. 2005. Web. 11 May 2011.

Ryan, Susan M. “Reference Transactions Analysis: The Cost-Effectiveness of Staffing a Traditional Academic Reference Desk.” The Journal of Academic Librarianship 34.5 (2008): 389-399. Web. 4 May 2011.

Works Cited and Consulted