Adding Value at the Desk: How Technology and User Expectations are Changing Reference Work

Abstract

The notion of what reference service ought to be continues to change as technology provides new ways to interact with users and alters their expectations of the library and librarians. As new tools for interaction become available, it is critical that librarians continuously evaluate their effectiveness at providing users with a valuable service that meets the needs of the community being served. By assessing tools and techniques in light of user expectations and satisfaction, librarians can come up with unique service programs that also incorporate their own knowledge and interpersonal skills.

Keywords:

• reference services
• academic libraries
• librarians
• outreach
• digital reference

Acknowledgments

The author would like to thank Dr. John V. Richardson of UCLA's Department of Information Studies for his guidance and support during the preparation of this article for publication.

Notes

© Ronald Martin Solorzano