Response to "dying reference desks" article

My counterpart at Bryant University in RI has a letter-the-the-editor in the CHE published in response to the dying reference desks piece. Comments?

http://chronicle.com/weekly/v53/i36/36a05504.htm?pg=dji

To the Editor:
It was with great interest that I read Scott Carlson's "Are Reference Desks Dying Out?" (The Chronicle, April 20). While the beginning of the article gave a true picture of the work being done by reference librarians across the country as they strive to use technology to connect with their patrons in new and innovative ways, the comments made by the reference librarians at the end of the article do not reflect the attitudes or experiences of our reference staff.

The work of reference librarians here at Bryant University is defined by the university's mission statement (Bryant is a student-centered university, focused on academic excellence, that prepares its graduates to achieve their personal best in life and their chosen professions), and we are part of a team to ensure that this mission statement is executed effectively. Statistics showing declining numbers of questions at the reference desk are a welcome indicator that we are reaching students in more-effective ways — not only the ways mentioned in Mr. Carlson's article, but also by working with faculty members to deliver reference resources and expertise through their course Blackboard sites.
Professional reference librarians continue to staff the reference desk at Bryant for two reasons: Students appreciate personal service when they are in the library conducting research, and staffing the desk is a useful way to be visible and build relationships with our student clientele.

The librarians use "free" time at the desk to create Web-based subject and class guides, answer chat questions, write newsletter articles, work on collection development, and build library modules within Blackboard sites.
No one on our staff expects to sit passively, waiting for a reference question to appear. Mundane interactions such as handing over a stapler or pointing to the bathrooms are all seen as opportunities to connect with students.

I'm proud to say that the reference librarians here reflect the qualities that should characterize any professional in the field: expertise in their respective subject areas; in-depth knowledge of the classes taught within the majors and minors here at Bryant; strong personal relationships with faculty members, students, and support-staff members at the university; and an awareness of, and skill in using, new technologies that will help us accomplish our mission. ...

Colleen Anderson
Head of Reference Services
Bryant University
Smithfield, R.I.

Would librarian-with-a-latte work here?

Great post from Some Librarian about his experiences with using Facebook and holding "office hours" in the local coffee shop. Who wants to be the first to try and let us know how it goes?

Want to try Facebook? Several of us are there. I'm am.

Role of Librarians in Reference Services

From a Library Staff Member:

• Keep staff informed of changes in library workflow, policies and procedures; seek input from desk and VR staff concerning proposed changes that affect public service.
  
• Provide guidance concerning desk and VR services based on professional literature, conferences, etc., tailoring those suggestions to the needs of our patrons.
  
• Monitor quality of service to all patrons, based on feedback from professors and students, observation of desk services, review of VR transcripts, review of "long form" reference statistics, etc.
  
• Train reference desk and VR staff, including both formal sessions and also "just in time" sessions, especially as relates to class assignments
  
• Manage their assigned subject areas in the reference collection.
  
• Prepare class guides for every class assignment.
  
• Make "just in time" decisions concerning non-circulating materials .
  
• Serve as "just in case" administrators as needed, resolving problems relating to the Reference area in the absence of other faculty or administrators.
  
• See that the library collects materials needed by undergraduates in their course work (following library collection development policies)
  
• Able to refer patrons to resources in their subject areas in all formats and locations (including print, electronic, AV media, microforms, documents, etc.).
  
• Influence, support and motivate staff and co-workers. Create a supportive work environment with open communication that values and encourages co-workers while treating them with dignity and respect. Support university and library diversity initiatives.

COMMENTS?

NexTt Steps

I'd like to hear any and all ideas about next steps for this. The "Summit" won't happen right away, I think we need more discusion first, with staff and librarians.

Post any and all ideas!

First Faculty Meeting about Reference Services

Thanks to everyone for coming to today's meeting. If you weren't there, this is a great place to share your comments. If you were there, this is a great place to keep the discussion going. Let's just use the comments to post ideas that everyone can read and respond too.