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Regarding Reference In An Academic Library: Does The Desk Make A Difference?, Patricia Bravender, Hazel Mcclure
Regarding Reference In An Academic Library: Does The Desk Make A Difference?, Patricia Bravender, Hazel Mcclure
Patricia Bravender
Some academic libraries are consolidating their circulation and reference desks into single service points. The librarians at one academic library undertook a study to determine if such a consolidation would affect their reference service. They analyzed the number and type of questions asked during times when a librarian was physically present at the reference desk and compared it to the number and type of questions asked when a librarian was "on call" (not present at the desk, but available to be called to the service desk to answer reference questions) over a period of seven academic semesters. This article reports …
Should Chat Reference Be Staffed By Librarians? An Assessment Of Chat Reference At An Academic Library Using Libstats, Patricia Bravender, Colleen Lyon, Anthony Molaro
Should Chat Reference Be Staffed By Librarians? An Assessment Of Chat Reference At An Academic Library Using Libstats, Patricia Bravender, Colleen Lyon, Anthony Molaro
Patricia Bravender
This study analyzes 1,557 chat reference questions received at Grand Valley State University Libraries over four semesters to determine the quantity and nature of the questions. Results indicated that use of chat reference was low and that less than a quarter of chat questions required a librarian to answer. The cost of a librarian answering a chat question ranged from $37 to $439 per question. The findings suggest that assigning chat reference to trained reference assistants will not affect patron service and that it is not cost effective to use reference librarians to answer chat questions.