ABSTRACT
This case study focuses on reference services in the main library at Oberlin College. It traces the development of the current service model, which has evolved as the Reference & Instruction Department has anticipated, managed, and responded to changes related to increased teaching and instruction activities, shifting reference usage patterns, and changes in student research behaviors. Emphasis is placed on a popular and highly personalized research appointment service; a robust program of course-related library instruction; reliance on students to help staff the reference desk and make effective referrals; developing and maintaining strong relationships with teaching faculty; and creating welcoming spaces conducive to research, studying, socializing, and interacting with library staff.