The second floor of Scott Library has changed a lot over the past few years – more students, more computers, more complicated questions being asked! As a result, the reference librarians at Scott were finding it increasingly difficult to provide the kind of quality public service our faculty and students deserve. After considerable internal discussion, we decided to start a pilot project to consider changing things even more:
What used to be the Information/Reference Desk is now the Information & Computer Questions desk. Our student Computer Assistants are now more centrally located and visible, so students can get their computer questions answered more readily; our Information Desk staff answer the same questions they always did (e.g., directional questions or quick catalogue look-ups), but now they also direct students to …
The reference librarians, who are now working from a corner near the reference collection (in the south-west part of the floor). The sign above their desks now reads “Research Questions”, signifying that, because of our separation from the hubbub surrounding the Information/Computer Questions Desk, we can devote more concentrated effort on helping students, faculty and other library users with their research information needs.
A Consultation Service has been set up in a nearby office (available Tuesday-Thursday, 1-4pm) where anyone can book an appointment with a librarian for help with his or her research. The librarians working in this office also handle email and telephone reference questions.
All of these changes have been designed to improve access to assistance and improve the quality of the interaction between librarian and library user. We are undertaking a simple survey to gauge the effectiveness of these changes, and responses so far suggest that the changes have been well received by library users. Students appreciate having a librarian’s undivided attention for a longer period of time, without the stress of being in the middle of it all. We still have a bit of tinkering to do with this new model of reference service, but we are hoping to make many of the changes permanent and continue to improve our service for everyone.
