Reference Revamp: A 1-2 Model for Training and Tiered Services

Abstract

The UCLA Science Libraries improved upon our single service points by creating a team-based, tiered research assistance model to foster student employee skill development. This model was further developed to expand training for public services staff, enabling librarians and student research assistants to move beyond desk-based services. This multi-phased approach involved restructured training and the development of collaborative, tiered services. Librarians utilized train-the-trainer sessions, detailed documentation toolkits, and a robust outreach plan to ensure success. After initial implementation of this new model, librarians observed above average use of the service and excellent user feedback. Its versatility has also played a direct role in the successful transition from physical to virtual services in light of the COVID-19 pandemic.

Keywords:

• Employee training
• peer-to-peer services
• reference training
• research services
• student employees

Additional information

Notes on contributors

Courtney Hoffner

Courtney Hoffner, MLIS ([email protected]) is the Web and Emerging Technologies Librarian for the UCLA Science Libraries, 8270 Boelter Hall, Los Angeles, CA 90095 USA.

Doug Worsham

Doug Worsham ([email protected]) is a Librarian for the UCLA Science Libraries, 12-077 Center for Health Sciences, Los Angeles, CA 90095-1798 USA.

Bethany Myers

Bethany Myers ([email protected]) is a Research Informationist for the UCLA Science Libraries, 12-077 Center for Health Sciences, Los Angeles, CA 90095 USA.

Antonia Osuna-Garcia

Antonia Osuna-Garcia, MLIS ([email protected]) is the Health and Life Sciences Librarian for the UCLA Science Libraries, 12-077 Center for Health Sciences, Los Angeles, CA 90095 USA.

Estéfani Bowline

Estéfani Bowline, MLIS ([email protected]) is the Access Services Manager for the UCLA Science Libraries, 12-077 Center for Health Sciences, Los Angeles, CA 90095 USA.

Kate Pham

Kate Pham ([email protected]) is a Library Student Research Assistant for the UCLA Science Libraries, 12-077 Center for Health Sciences, Los Angeles, CA 90095 USA.