Staffing by Design: A Methodology for Staffing Reference

Abstract

The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in-person and virtual reference services desks adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in-person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type.

KEYWORDS:

• chat
• reference
• staffing
• statistical analysis
• virtual

Acknowledgments

The authors thank Bella Gerlich for her training and permission to use the READ (Reference Effort Assessment Data) scale (see http://www.dom.edu/library/READ/index.html). Additionally, Kathleen Kern, reference librarian at the University of Illinois provided valuable data consultation in the preparation of this study.

Notes

Note. Columns may not total to 100% due to rounding.