ARL, CNI, SPARC

RLI 282 Evolving Models of Reference Staffing at the University of Kansas Libraries 25 RESEARCH LIBRARY ISSUES: A REPORT FROM ARL, CNI, AND SPARC 2013 This article is licensed under a Creative Commons Attribution 3.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/3.0/. To cite this report: Frances Devlin and John Stratton. “Evolving Models of Reference Staffing at the University of Kansas Libraries.” Research Library Issues: A Report from ARL, CNI, and SPARC, no. 282 (2013). http://publications.arl.org/rli282/.

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RLI 282 Evolving Models of Reference Staffing at the University of Kansas Libraries 25 RESEARCH LIBRARY ISSUES: A REPORT FROM ARL, CNI, AND SPARC 2013 This article is licensed under a Creative Commons Attribution 3.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/3.0/. To cite this report: Frances Devlin and John Stratton. “Evolving Models of Reference Staffing at the University of Kansas Libraries.” Research Library Issues: A Report from ARL, CNI, and SPARC, no. 282 (2013). http://publications.arl.org/rli282/.

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RLI 282 Evolving Models of Reference Staffing at the University of Kansas Libraries 24 RESEARCH LIBRARY ISSUES: A REPORT FROM ARL, CNI, AND SPARC 2013 Results from the LibQUAL+® survey in 2009 verified that library users saw an improvement in all services, including reference, since the previous 2006 LibQUAL+® survey. The research specialists program has proven to be very successful and the libraries’ service desks could not have been staffed without them during the past few years. These staff members have become an integral part of the reference team and bring a strong set of skills and knowledge from their areas. They enjoy serving the public and using their own specialized skills (developed in cataloging or in interlibrary loan, for example), augmented by training, as a framework with which to answer questions. They also benefit from the diversity of responsibilities they gain as a result of volunteering, meet new staff, and learn about the various ways a complex organization aids faculty and students in the research and learning process. In addition, many of these staff have earned or are working on their graduate library degrees in the interest of furthering their library careers. This experience has aided several in attaining professional appointments at other institutions or libraries around the country. Conclusion The roles of academic librarians will continue to evolve, as will the staffing models to provide reference services. As practitioners and lifelong learners, librarians are accustomed to acquiring new skills on the job and accept that change is constant in their environment. For the last six years, the reference staffing model at KU Libraries has proved to be successful and relatively stable. The contributions of the paraprofessional research specialists have played an important role in achieving that success. As noted in the discussion above, the reference staffing model using paraprofessionals has been retained throughout a period of consistent change at KU Libraries. It has allowed the libraries to tap into expertise of non-reference staff and has aided in the development and implementation of other services, including chat and IM. Further, librarians have been able to use time formerly spent at the reference desk for other professional activities. As users’ modes of inquiry continue to evolve, the KU Libraries’ model will adjust to accommodate them in a changing technological milieu. Several questions have arisen of late within the KU environment that will require further attention. For example, is it necessary to have librarians with very specialized skills working at a general reference and information desk? Furthermore, is it cost-effective to have librarians provide only in-depth research consultations from their offices, meeting with users who drop in or by appointments? Will online or virtual modes of communication supplant the notion of a physical “service desk” entirely in the near future? The bottom line is that reference services in academic libraries and at the University of Kansas Libraries will continue to evolve, but will only remain vital as long as libraries continue to adapt to users’ changing research needs and learning styles. © 2013 Frances Devlin and John Stratton

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RLI 282 26 RESEARCH LIBRARY ISSUES: A REPORT FROM ARL, CNI, AND SPARC 2013 Research Library Issues A Report from ARL, CNI, and SPARC Research Library Issues (RLI) focuses on current and emerging topics that are strategically important to research libraries. The articles explore issues, share information, pose critical questions, and provide examples. Ideas for articles are welcomed. Please send ideas to Sue Baughman, ARL Deputy Executive Director, sue@arl.org. Association of Research Libraries 21 Dupont Circle, NW, Suite 800 Washington, DC 20036 P: 202-296-2296 F: 202-872-0884 ISSN 1947-4911 Executive Director: Elliott Shore Editor: M. Sue Baughman Assistant Editor: Kaylyn Groves © 2013 Association of Research Libraries ARL policy is to grant blanket permission to reprint as long as full attribution is made. Exceptions to this policy may be noted for certain articles. This is in addition to the rights provided under sections 107 and 108 of the Copyright Act. For more information, contact ARL Publications pubs@arl.org. Current and back issues are available on the ARL Digital Publications website publications.arl.org/rli. The website is also where you may sign up for alerts to new releases of Research Library Issues.

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