Refocusing Reference Services Outside the Library Building: One Library's Experience

Abstract

In response to changing user needs, the library sought ways to meet new challenges and engage users outside of the building. Librarians were removed from the service desk in order to offer support at locations around campus. The service desk in the library was staffed primarily by paraprofessionals with librarians providing support as needed. Targeted staff training was offered, and different scheduling models were used over a period of time. Restructuring the service desk was a complicated endeavor but provided a number of benefits including expansion of services. Along the way, challenges were met and recognized as learning opportunities.

KEYWORDS:

• Extended library services
• health sciences libraries
• new roles
• public services
• reference consultations
• reference services
• research support
• single service desk
• staff development
• training

The authors wish to thank all the staff members of the Tompkins-McCaw Library who have worked hard to provide the best service for our patrons. They have all contributed to the changes described in this article. Every person has made an invaluable contribution to the library and to the university.

Additional information

Notes on contributors

Irene M. Lubker

Irene M. Lubker, MLS, MPH ([email protected]) is Research Librarian, Tompkins McCaw Library for the Health Sciences, Virginia Commonwealth University, PO Box 980582, 509 North 12th Street, Richmond, VA 23298.

Margaret E. Henderson

Margaret E. Henderson, MLIS ([email protected]) is Research Services Librarian, Tompkins McCaw Library for the Health Sciences, Virginia Commonwealth University, PO Box 980582, 509 North 12th Street, Richmond, VA 23298.

Catharine S. Canevari

Catharine S. Canevari, MLS, AHIP ([email protected]), formerly of the Tompkins-McCaw Library for the Health Sciences, is the Director, Engineer Research & Development Center Library, 3909 Halls Ferry Road, Vicksburg, MS 39180.

Barbara A. Wright

Barbara A. Wright, MLS, AHIP ([email protected]) is Reference Services Librarian, Tompkins McCaw Library for the Health Sciences, Virginia Commonwealth University, PO Box 980582, 509 North 12th Street, Richmond, VA 23298.