Academic library reference scheduling models in the post-COVID-19 pandemic era

Abstract

In recent years, academic library reference services have experienced reduced budgets, staffing shortages, and a decline in reference requests. Librarians who provide reference services may have instruction, outreach, and liaison responsibilities that impact their ability to do reference work. This study is designed to conduct research on current reference scheduling models in academic libraries of all sizes at both public and private institutions using an online survey instrument as the methodology. Based on the successes and challenges of the various scheduling models, the authors proposed several recommendations for library administrations to consider.

Keywords:

• Academic libraries
• reference services
• library worker support
• reference scheduling model
• workload management

Acknowledgments

The authors would like to thank all of those who took the time to answer the survey questions.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Hanwen Dong

Hanwen Dong is the Instructional Technology Librarian at the University of Idaho. In this role, he develops a user-centered framework for library instructional technology, provides library liaison service to the College of Agriculture and Life Sciences and its statewide extension offices, delivers reference services to library and community patrons, and serves as the lead librarian for the audiovisual production suite in the library.

Holly Mabry

Holly Mabry is the Acquisitions & Collection Management Librarian at Gardner-Webb University, and is responsible for managing the university’s Digital Commons repository, acquisitions, and Reference desk scheduling. She received her MLIS from UNC-Greensboro in 2009 and MA in English at Gardner-Webb University in 2021.