Reference Transactions Analysis: The Cost-Effectiveness of Staffing a Traditional Academic Reference Desk

Journal of Academic Librarianship

Volumn 34, Issue 5, 2008, Pages 389-399

  Ryan, Susan M ^a  

^a STETSON UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 50849121370     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.acalib.2008.06.002     Document Type: Article

References (38)

1. Zana Etter, "Research Column: Using Reference Questions to Analyze Collections and Services," New Jersey Libraries 28 (Summer 1995): 21-23; Ellie Fogarty, "Reference Column: Reference Questions: Who, What, Where, When, How, and Why?" New Jersey Libraries 28 (Summer 1995): 19-21; John S. Spencer and Luene Dorsey, "Assessing Time Spent on Reference Questions at an Urban University Library," Journal of Academic Librarianship 24 (4) (July 1998): 290-294; Debra G. Warner, "A New Classification for Reference Statistics," Reference & User Services Quarterly 41 (1) (2001): 51-55.
2. David S. Carter and Joseph Janes, "Unobtrusive Data Analysis of Digital Reference Questions and Service at the Internet Public Library: An Exploratory Study," Library Trends 49 (2) (Fall 2000): 251-265; Christina M. Desai, "Instant Messaging Reference: How Does It Compare?," The Electronic Library 21 (1) (2003): 21-30; Wendy Diamond and Barbara Pease, "Digital Reference: A Case Study of Question Types in an Academic Library," Reference Services Review 29 (3) (2001): 210-218; Wendy M. Duff and Catherine A. Johnson, "A Virtual Expression of Need: An Analysis of E-mail Reference Questions," The American Archivist 64 (2001): 43-60; Marianne Foley, "Instant Messaging Reference in an Academic Library: A Case Study," College & Research Libraries 63 (1) (January 2002): 36-45; Jo Ann Sears, "Chat Reference Service: An Analysis of One Semester's Data," Issues in Science and Technology Librarianship no. 32 (Fall 2001). Available: http://www.istl.org/01-fall/article2.html. (Accessed September 25, 2007).
3. Bracke M.S., Brewer M., Huff-Eibl R., Lee D.R., Mitchell R., and Ray M. Finding Information in a New Landscape: Developing New Service and Staffing Models for Mediated Information Services. College & Research Libraries 68 3 (May 2007) 248-267
4. Katz W.A. Introduction to Reference Work. 8th ed. (2002), McGraw-Hill, Boston
5. Warner D.G. A New Classification for Reference Statistics. Reference & User Services Quarterly 41 (Fall 2001) 51-55
6. Deborah B. Henry and Tina M. Neville, "Testing Classification Systems for Reference Questions, RUSQ [forthcoming, 2008].
7. Carlson S. Are Reference Desks Dying Out?. The Chronicle of Higher Education 55 33 (April 20, 2007) A38
8. A 2007 Chronicle of Higher Education article asserted that the Association of Research Libraries reports as much as a 48% decline since 1991. Carlson, "Are Reference Desks Dying Out?," p. A38.
9. Rieh S.Y. Changing Reference Service Environment: A Review of Perspectives from Managers, Librarians, and Users. The Journal of Academic Librarianship 25 3 (May 1999) 183
10. Tenopir C., and Ennis L.A. Reference Services in the New Millennium. Online 25 4 (July/August 2001) 44
11. Carlson, "Are Reference Desks Dying Out," p. A38.
12. As early as 1970, Young reported on one library that substituted a well-trained student for librarians at a college reference desk in order to free librarians for more professional tasks. The study found that relatively few questions required librarian referral. Arthur P. Young, "A Report and a Challenge," RQ 9 (4) (Summer 1970): 295-297.
13. Ewing K., and Hauptman R. Is Traditional Reference Service Obsolete?. The Journal of Academic Librarianship 21 1 (January 1995) 3
14. Ibid., p. 4.
15. Kong L.M. Reference Service Evolved. The Journal of Academic Librarianship 21 1 (January 1995) 13
16. Goetsch L. Reference Service is More Than a Desk. The Journal of Academic Librarianship 21 1 (January 1995) 15
17. Ibid., p. 16.
18. Steven Bell and Sarah Watstein, "Debating the Future of the Reference Desk." Available: http://acrlblog.org/2007/03/26/debating-the-future-of-the-reference-desk / (Accessed September 25, 2007).
19. [Jason Neal], "Thus Spoke the Pragmatic Librarian: 'Reference' Important, Desk Maybe (Or Maybe Not)," April 17, 2007. Available: http://pragmaticlibrarian.wordpress.com/2007/04/17/reference-important-d esk-maybe-or-maybe-not/ (Accessed: September 25, 2007).
20. Whitson W.L. Differentiated Service: A New Reference Model. The Journal of Academic Librarianship 21 2 (March 1995) 103-110
21. Rieh, "Changing Reference Service Environment," p. 185.
22. Bradford J.T., Costello B., and Lenholt R. Reference Sources in the Digital Age: An Analysis of Sources Used to Answer Reference Questions. The Journal of Academic Librarianship 31 3 (May 2005) 263-272
23. Ibid., p. 271.
24. Spencer J.S., and Dorsey L. Assessing Time Spent on Reference Questions at an Urban University Library. The Journal of Academic Librarianship 24 4 (July 1998) 293
25. Bracke, Brewer, Huff-Eibl, Lee, Mitchell, and Ray, "Finding Information in a New Landscape," p. 258.
26. Ibid., p. 259.
27. Dennison R.F. Usage-Based Staffing of the Reference Desk: A Statistical Approach. Reference & User Services Quarterly 39 2 (Winter 1999) 158
28. Ibid., p. 65.
29. Whitson, "Differentiated Service," p. 104-105.
30. Ibid., p. 109.
31. Soo Young Rieh, "Changing Reference Service Environment," p. 179.
32. Hisle L.W. Reference Questions in the Library of the Future. Chronicle of Higher Education 52 6 (September 30, 2005) B7
33. Warner, "A New Classification for Reference Statistics," p. 54.
34. Hisle, "Reference Questions in the Library of the Future," p. B7.
35. Ewing and Hauptman, "Is Traditional Reference Service Obsolete," p. 6.
36. Hisle, "Reference Questions in the Library of the Future," p. B6.
37. Bell and Watstein, "Debating the Future of the Reference Desk." (Accessed September 25, 2007).
38. Tenopir and Ennis, "Reference Services in the New Millennium," p. 45.