Merging Traffic: Planning for and implementing a combined reference and access services desk

1. Merging Traffic: Planning for and implementing a combined reference and access services desk Tom Burns, Research & Instruction Librarian, UMKC burnstg@umkc.edu Melanie Church, Graduate Student Assistant, UMKC mjc4gb@mail.mizzou.edu Fu Zhuo, Research & Instruction Librarian, UMKC zhuof@umkc.edu October 6, 2011

2. Merging Traffic: Planning for and implementing a combined reference and access services desk

3. Introduction and Literature Review 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)

4. Reference - Statistics • 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.

5. Planning Process • 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

6. Merging Desks When the traffic merged November, 2010 – February, 2011 (transitional phase) Moved to the new desk in February 2011 – present

7. Former Information Commons

8. Former Reference Desk

9. Former Access Services Desk

10. Transitional Reference/Access Services Desk

11. First Floor Layout

12. The New Service Desk

13. The New Service Desk

14. Positive General Outcomes • 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.

15. Patron 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.

16. Circulation Staff 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.

17. Librarian 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.

18. Challenges and Opportunities 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?

19. Challenges and Opportunities Continued 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?

20. Discussion • 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?

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

22. Works Cited and Consulted 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.