Reference services are still a vital part of academic and public libraries, although the methods of delivery are changing. Academic libraries can provide a value-added service by tailoring the reference interview to a particular student population and its unique needs. The information desk can act as a one-stop shop for busy users, and reference staff can be utilised to create an inviting and friendly face to personalise the library experience and use wandering reference staff to proactively seek out clients.
This book is a practical guide to reference interviews using different methods, such as telephone, chat, virtual and the traditional face-to-face method. Author Dave Harmeyer is committed to improving the reference interview and creating a best practices guide. He analysed hundreds of transcripts of reference interviews to create the 13 scenarios that are set in public and academic libraries and based on real-life examples. A reflection section divided into Knowledge, Comprehension, Application, Analysis, Synthesis and Evaluation follows each scripted scenario, and each chapter concludes with a list of references for each scenario.
The commonly quoted complaints about library reference services are as follows: reference books are out-dated, students can find their own answers online, and libraries have insufficient trained staff to staff service points. Although reference queries are decreasing generally, the questions asked are frequently more detailed, complex and scholarly than previously. Academic reference queries can be so complex that they need to be addressed in the form of a library instruction session with database demonstrations and bibliographic help. This enables students to gain valuable information-seeking skills to use in future academic research.
Chapter 16 examines the online chat reference services for a model of virtual chat service best practice as a way to improve the reference service. The model looks at statistical analysis of independent variables with their effect on the dependent variable that is the accurate reference answer; this was based on 2.5 years of archived data from 333 chat transcripts at one university. The online chat experience can be improved by typing shorter answers, minimising the total transaction time, keeping short gaps between responses, clarifying questions and using follow-up questions. An eight-point rubric or scoring tool for reference service performance expectation was created.
Harmeyer has been a librarian since 1993 and currently is employed at Azusa Pacific University in Azusa, California, where he is Associate Dean of University Libraries and teaches in the online master's programme. He has a blog titled The Reference Interview Today at http://referenceinterview.wordpress.com/. This book is written in an informal style, yet the author has examined a range of available literature in addition to anecdotal sources. It is well researched and a labour of love, as Harmeyer has devoted many years to the study and development of university reference services. This book is suitable for both new and the experienced reference librarians, in addition to acting as a useful text for library management students.