40 · SPEC Kit 296
they are registered by a full-time P.S. staff member or librarian who conducts an initial reference interview at
that time. At all times during the week a librarian is available for additional reference assistance.”
“When patrons first enter the reading room, they usually encounter the circulation desk and are directed to
the reference desk. The patron discusses the research question with the librarian on duty at the reference desk.
The queries received at the desk vary from simple informational queries (e.g., how to do an online request for
paging of materials) to complex research matters (e.g., tracing the changes in the historiography of Hawaii).”
“When they first enter Special Collection, patrons typically interact with support staff or technicians. Then, they
usually discuss their research questions with technicians. Librarians become involved when the research topics
require working with databases and are highly specialized.”
Random Reference Approach
“All staff (and student assistants) rotate at the reception desk and field questions which are then referred to
the appropriate librarian/curator/archivist.”
“Departmental faculty and staff rotate public desk duty, and conduct initial interviews. Depending upon
complexity of topic and subject areas, faculty and staff on duty will refer to colleagues in the department with
expertise in that area.”
“First contact, for procedures and registration, is with the person serving at the reference desk. For ‘known
item’ requests, service follows. Librarians become involved for complex questions, for queries regarding
instruction, for in-depth research assistance, and for all ‘extraordinary’ requests.”
“For on-site, patrons enter the main research room and interact first with the librarian or support staff working
at the reference desk. That staff member proceeds with a reference interview. If that staff member cannot
assist them (e.g., if additional expertise is required, or if the patron requests a specific staff member), then
the appropriate staff member, usually a collection curator, is asked to work with the patron. If that curator or
subject specialist is not available, then staff consult to determine who best is able to satisfy the needs of the
patron. It can be a real team approach. If a patron is conducting in-depth research over several hours/days
they typically interact with several librarians/archivists and support staff.”
“For walk-ins, user makes initial contact with staff at front desk. For e-mail, phone, etc., we encourage
contacting the department in advance, so we can assist in selecting/locating the right collection. Many times,
we start with the department head who refers to staff person with the most relevant expertise.”
“Initial contact is with whoever is on duty on reference desk. Special collections inquiries are normally directed
to either the Head of Special Collections or one of two assistants. Detailed reference inquiries are almost
always dealt with by the Head of Special Collections (librarian).”
“Interact w/person at reference desk, either student or full-time employee. If student can’t answer question,
referred to full-time employee or librarian as available or as needed.”
“Most questions are handled directly at our reference desk. We all staff the desk. We have a great support
staff that can handle nearly all questions. So, one of the librarians is only pulled in when there are difficulties.”
“One staff member monitors the main reference e-mail box and distributes as needed, but all staff members
do some reference. On-site patrons typically refer to the staff member on desk duty at the time, but may
they are registered by a full-time P.S. staff member or librarian who conducts an initial reference interview at
that time. At all times during the week a librarian is available for additional reference assistance.”
“When patrons first enter the reading room, they usually encounter the circulation desk and are directed to
the reference desk. The patron discusses the research question with the librarian on duty at the reference desk.
The queries received at the desk vary from simple informational queries (e.g., how to do an online request for
paging of materials) to complex research matters (e.g., tracing the changes in the historiography of Hawaii).”
“When they first enter Special Collection, patrons typically interact with support staff or technicians. Then, they
usually discuss their research questions with technicians. Librarians become involved when the research topics
require working with databases and are highly specialized.”
Random Reference Approach
“All staff (and student assistants) rotate at the reception desk and field questions which are then referred to
the appropriate librarian/curator/archivist.”
“Departmental faculty and staff rotate public desk duty, and conduct initial interviews. Depending upon
complexity of topic and subject areas, faculty and staff on duty will refer to colleagues in the department with
expertise in that area.”
“First contact, for procedures and registration, is with the person serving at the reference desk. For ‘known
item’ requests, service follows. Librarians become involved for complex questions, for queries regarding
instruction, for in-depth research assistance, and for all ‘extraordinary’ requests.”
“For on-site, patrons enter the main research room and interact first with the librarian or support staff working
at the reference desk. That staff member proceeds with a reference interview. If that staff member cannot
assist them (e.g., if additional expertise is required, or if the patron requests a specific staff member), then
the appropriate staff member, usually a collection curator, is asked to work with the patron. If that curator or
subject specialist is not available, then staff consult to determine who best is able to satisfy the needs of the
patron. It can be a real team approach. If a patron is conducting in-depth research over several hours/days
they typically interact with several librarians/archivists and support staff.”
“For walk-ins, user makes initial contact with staff at front desk. For e-mail, phone, etc., we encourage
contacting the department in advance, so we can assist in selecting/locating the right collection. Many times,
we start with the department head who refers to staff person with the most relevant expertise.”
“Initial contact is with whoever is on duty on reference desk. Special collections inquiries are normally directed
to either the Head of Special Collections or one of two assistants. Detailed reference inquiries are almost
always dealt with by the Head of Special Collections (librarian).”
“Interact w/person at reference desk, either student or full-time employee. If student can’t answer question,
referred to full-time employee or librarian as available or as needed.”
“Most questions are handled directly at our reference desk. We all staff the desk. We have a great support
staff that can handle nearly all questions. So, one of the librarians is only pulled in when there are difficulties.”
“One staff member monitors the main reference e-mail box and distributes as needed, but all staff members
do some reference. On-site patrons typically refer to the staff member on desk duty at the time, but may
