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Articles

Reference service redesign: Does incorporating student employee feedback increase feelings of empowerment?

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Pages 130-141 | Received 05 Jun 2018, Accepted 27 Jul 2018, Published online: 02 Nov 2018
 

Abstract

Student employees fulfill an essential role at all academic libraries, but budget and staffing cuts have made student work even more imperative at small, public institutions. This article examines a reference service redesign at Adams State University through the lens of the student circulation employees. Student employee feedback was directly incorporated into decision making and student perceptions about their role were examined before and after the redesign. The study found that while student feedback improved training and service ability, it did not increase student feelings of empowerment.

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