Making It Work for Everyone: An Evolving Reference Service

ABSTRACT

At an academic health science center, librarians identified problems, weaknesses, and strengths in reference services. The on-call reference schedule was discontinued and a question flowchart was developed for circulation staff. Only research questions were referred to librarians, who would respond if available. Circulation staff perceived the unscheduled, voluntary model was not working well for the patrons or the staff. After two months, the schedule was reinstated with a hybrid version of the previous on-call format. In the process of changing the service model, the library staff also underwent a cultural change.

KEYWORDS:

• Quality of service
• reference service
• service models

Additional information

Notes on contributors

Jonquil D. Feldman

Jonquil D. Feldman, MALS, AHIP ([email protected]) is Associate Library Director, Dolph Briscoe, Jr. Library, The University of Texas Health Science Center at San Antonio, 7703 Floyd Curl Drive, San Antonio, TX 78229.

Emme Lopez

Emme Lopez, MLS ([email protected]) is Liaison Librarian to the School of Nursing, Dolph Briscoe, Jr. Library, The University of Texas Health Science Center at San Antonio, 7703 Floyd Curl Drive, San Antonio, TX 78229.

Christine S. Gaspard

Christine S. Gaspard, MSLS ([email protected]) is Liaison Librarian to the School of Medicine, Dolph Briscoe, Jr. Library, The University of Texas Health Science Center at San Antonio, 7703 Floyd Curl Drive, San Antonio, TX 78229.

Karen D. Barton

Karen D. Barton, MSLIS ([email protected]) is Liaison Librarian to the School of Health Professions, Dolph Briscoe, Jr. Library, The University of Texas Health Science Center at San Antonio, 7703 Floyd Curl Drive, San Antonio, TX 78229.

Luis F. Barcenes

Luis F. Barcenes, III ([email protected]) is Circulation Supervisor, Dolph Briscoe, Jr. Library, The University of Texas Health Science Center at San Antonio, 7703 Floyd Curl Drive, San Antonio, TX 78229.