Public Services in Special Collections · 35
13. Which methods do the Special Collections department/unit/library staff use to receive and
respond to patrons’ reference questions? Check all that apply. N=79
N Receive Respond
E-mail 79 79 79
Telephone 79 79 77
In-person at a reference desk 79 78 79
Mail 79 78 76
In-person by appointment 75 73 75
Fax 74 71 69
Web form 49 47 32
Express mail service 46 39 40
Online chat 8 8 4
VoIP 4 4 3
Instant Messaging 1 1 1
Other 1 1 1
Please describe other method.
Via ILL department
14. Please briefly describe the reference interview process in Special Collections. For example,
describe with whom patrons typically interact when they first enter Special Collections, with
whom they initially discuss their research questions, when a librarian becomes involved in the
reference interview, the level of assistance given, etc. N=76
Selected Comments from Respondents
Triage Reference Approach
“1. Greeted by foyer desk student.
2. Referred to staff member on reference desk. If person on duty is not a librarian or archivist and that level of
assistance needed/desired.
3. Librarian or archivist called to desk.
4. Librarian or archivist research or supervise research queries coming from offsite.”
“Contact is with support staff at least 95% of the time. Librarian acts as liaison and back up for some
questions.”
“First contact is usually with paraprofessional or support staff, who can answer basic questions, get patron
started on their research. Archivists or librarians become involved with more in-depth research.”
13. Which methods do the Special Collections department/unit/library staff use to receive and
respond to patrons’ reference questions? Check all that apply. N=79
N Receive Respond
E-mail 79 79 79
Telephone 79 79 77
In-person at a reference desk 79 78 79
Mail 79 78 76
In-person by appointment 75 73 75
Fax 74 71 69
Web form 49 47 32
Express mail service 46 39 40
Online chat 8 8 4
VoIP 4 4 3
Instant Messaging 1 1 1
Other 1 1 1
Please describe other method.
Via ILL department
14. Please briefly describe the reference interview process in Special Collections. For example,
describe with whom patrons typically interact when they first enter Special Collections, with
whom they initially discuss their research questions, when a librarian becomes involved in the
reference interview, the level of assistance given, etc. N=76
Selected Comments from Respondents
Triage Reference Approach
“1. Greeted by foyer desk student.
2. Referred to staff member on reference desk. If person on duty is not a librarian or archivist and that level of
assistance needed/desired.
3. Librarian or archivist called to desk.
4. Librarian or archivist research or supervise research queries coming from offsite.”
“Contact is with support staff at least 95% of the time. Librarian acts as liaison and back up for some
questions.”
“First contact is usually with paraprofessional or support staff, who can answer basic questions, get patron
started on their research. Archivists or librarians become involved with more in-depth research.”
