Georgia Library Quarterly
Volume 51
Issue 2 Spring 2014
Article 9
4-1-2014
Reference Desk Models at the University of
Georgia Libraries: An RSIG Presentation by Kristin
Nielsen
Sandra E. Riggs
University of Georgia Libraries, [email protected]
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Recommended Citation
Riggs, Sandra E. (2014) "Reference Desk Models at the University of Georgia Libraries: An RSIG Presentation by Kristin Nielsen,"
Georgia Library Quarterly: Vol. 51: Iss. 2, Article 9.
Available at: http://digitalcommons.kennesaw.edu/glq/vol51/iss2/9
This Article is brought to you for free and open access by DigitalCommons@Kennesaw State University. It has been accepted for inclusion in Georgia
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Reference Desk Models at the University of Georgia Libraries: An RSIG
Presentation by Kristin Nielsen
Cover Page Footnote
Kristin Nielsen is the Head of the Reference Department at University of Georgia Libraries. She is also the
Libraries' liaison to English, Theatre & Film, and Comparative Literature. Jean Cook, Instructor Librarian, at
the University of West Georgia is the current RSIG chair.
This article is available in Georgia Library Quarterly: http://digitalcommons.kennesaw.edu/glq/vol51/iss2/9
Riggs: Reference Desk Models
Reference Desk Models at the University of Georgia Libraries: An RSIG Presentation by Kristin Nielsen Reported by Sandra E. Riggs classrooms, technology lending, and study Reference librarians attending conferences space. often find that some of the most useful information comes from asking colleagues, Reference Services and Trends “How do you manage the reference desk at your library?” At the 2013 GaCOMO UGA Libraries offer many types of reference conference, the Georgia Library Association (GLA) Reference Services Interest Group (RSIG) services, which are designed to meet the took advantage of the diversity of models unique needs and traffic patterns of each available at one institution to offer a building. They include: presentation on reference desk models by Kristin Nielsen, Head of Reference at the  Face‐to‐face (FTF) service at reference University of Georgia (UGA) Libraries. desks,  Phone reference at Main and Science The University of Georgia Libraries includes four Libraries, library buildings on the UGA campus in Athens:  Chat reference based at MLC with backup the Main Library, the Science Library, the and selected hours covered by Main and Richard B. Russell Jr. Special Collections Science Libraries, Libraries Building, and the Miller Learning  Text reference at Main Library, Center. There are also smaller on‐campus  Individual consultations, and libraries, reading rooms, and materials  Office hours. collections. In‐person and Ms. Nielsen phone reference provided a have evened out comparison of after years of reference desk decline. Chat models used at reference three of the UGA numbers are library buildings: steadily rising. Main, Science, Text reference and the Miller has never been Learning Center heavily used. (MLC). Individual research The Main Library conferences have Main Library Reference Room Until 2012 collections remained steady. include: humanities, arts, social sciences, maps, The number of classes has remained steady, but government documents, and circulating media. the number of students taught has dropped. The Science Library collections include: science, technology, and agriculture. While the Miller Main: Renovations for a Traditional Model Learning Center has a reading collection, it primarily functions as a learning commons with The Main Library reference desk has the most traditional service and staffing model at UGA. Published by DigitalCommons@Kennesaw State University, 2014
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Georgia Library Quarterly, Vol. 51 [2014], Iss. 2, Art. 9
reference collection meant less need for a There are a significant number of FTF reference designated reference room. This led to a transactions. Main Library reference desk staff renovation in summer 2012 that moved the answer more FTF (about 20,000/year) and security, reference, and circulation desks to the phone (about 5,000/year) questions than Science or MLC, and 60 percent of questions front lobby area. As a result, students entering asked are reference questions. There is more the building would approach a visually unified use by the general public at Main, heavier use service area. of the print collection, and a wider array of Science: Renovated to Combine and Cross‐
databases used than Science. Circulation desk Train traffic is also brisker than at Science. At the Science Library, quicker transition in the Full‐time librarians and one reference sciences to digital resources meant lower FTF paraprofessional staff the Main Library transactions (approximately 6,000 per year) and reference desk during the day. Reference phone transactions librarians from Main and the Miller (approximately 400 Learning Center have per year). scheduled shifts; Approximately 50 along with one percent of questions asked are reference. cataloger. Three There is a rising specially trained demand for librarians student assistants to provide Endnote provide coverage for training. The Science weekend and night Library has increased shifts. emphasis on outreach: office However, the physical hours, individual space at the Main consultations, etc. Library presented several challenges. Main Library Services Desk 2012‐present Like the Main Library, The only visible the Science Library service desk at the had separate areas library entrance was for circulation and the security desk. Circulation and reference. There reserves were in a were also special recessed section considerations when midway down the thinking of the main hallway. The Science Library as a place. Science is the reference room was closest library to at end of the main newer dorms, hallway. Students recently refurbished were using dorms, new fraternity workstations as lab houses, and the computers as student athletic frequently as for Main Library Reference Desk 2012‐present center. Like the Main library research. The Library, the shrinking print http://digitalcommons.kennesaw.edu/glq/vol51/iss2/9
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Riggs: Reference Desk Models
(EITS), and the Center for Teaching and Learning challenges of the physical space led to changes and renovations. Science added space for a (CTL). The MLC building opened in 2003 with writing center and a silent think tank. The the expectation that it would be a popular study interior space received updates to the color spot—it is. It was also expected that in‐person scheme, furniture, reference questions carpet, and signage. would migrate there—they did not. The Science Library Most FTF questions combined the service are directional or desks but retained technical. Only 6 separate service percent are reference points for questions. However, circulation/reserves there was substantial and reference growth in chat reference service. questions. Each area cross‐trained in the MLC librarians work basics: locating items, reference shifts at checking out Main or Science in materials, helping addition to their time with GIL Express, and Science Library Reference Desk Until 2012
at the MLC help desk, printer and referred to as 3C workstation (central) due to its troubleshooting. floor and location. Three other desks on The Science Library the same floor offer reference desk is technical help and are staffed by a wider range of staff staffed by EITS including full‐time student assistants, Science Library who are called EITS reference librarians, student consultants. two Main Library The other desks reference librarians, include: 3E (east), one reference which provides paraprofessional, one technology checkout; the Digital Media Lab Miller Learning Science Library Circulation & Reserves Desk Until 2012
(DML), which Center reference contains specialized librarian, librarians audio‐visual editing and recording tools; and and full‐time staff from the Access Services 3W (west), which provides assistance for a department, librarians from the Science cluster of Mac workstations. Collections department, and shared student assistants. Library staff at 3C are always paired with a MLC: Collaboration Beyond Library Units student consultant, who focuses on printing, workstation, and directional questions. The The Miller Learning Center (MLC) is a MLC librarians and reference paraprofessional collaborative effort of the University Libraries, monitor chat reference and answer FTF Enterprise Information Technology Services reference questions. Reference librarians from Published by DigitalCommons@Kennesaw State University, 2014
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done by the Virtual Reference Coordinator, who the Main and Science Libraries choose to take is based in the MLC. Additional training occurs shifts at the MLC. While the Main and Science as needed, such as circulation cross‐training at Libraries monitor chat during some periods, and are able to accept transfers during busy times, the Science Library. almost all chat reference questions are answered by MLC library staff. Over five years, Assessment incorporates some standardized chat statistics grew, then stabilized: gathering of statistics in addition to location specific assessment projects. There is a standard online form for research librarians to FY 09 2,712 record instruction sessions, research FY 10 3,653 conferences, and chat reference. Each location FY 11 3,682 has its own method for recording desk FY 12 6,747* (*put chat widget on library transactions. Main Reference records every homepage and switched to RefChatter) FY 13 6,569 question as directional, ready reference, in‐
depth reference, or printing/copying/tech Nuts & Bolts training. The MLC and Science Library provide Google forms for Scheduling in each librarians. At the model is driven by MLC, the EITS collections and consultants also student use. Each record statistics on building has a paper during designated staff specified sampling person who is weeks. Building responsible for coordinators or schedulers can making up the weekly examine hourly and desk schedules. daily usage patterns Student assistants and make and librarians/staff from other buildings adjustments and departments accordingly. Science Library Service Desk 2012‐present
usually have set hours each week. Once the schedule is Questions? Please contact: distributed, it is the responsibility of each individual to make swaps, except in cases of Kristin Nielsen illness or emergency. Head, Reference Department UGA Libraries Training is tailored to the needs of each [email protected] location. New full‐time hires meet with each subject reference librarian for training and also answer practice questions in areas relevant to Sandra Riggs is Reference/Instruction Librarian the clientele of their building. Chat training is at University of Georgia http://digitalcommons.kennesaw.edu/glq/vol51/iss2/9
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