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ERIC Number: EJ851420
Record Type: Journal
Publication Date: 2008
Pages: 10
Abstractor: As Provided
Reference Count: 6
ISSN: ISSN-1092-1206
Evolution of Reference: A New Service Model for Science and Engineering Libraries
Bracke, Marianne Stowell; Chinnaswamy, Sainath; Kline, Elizabeth
Issues in Science and Technology Librarianship, n53 Win 2008
This article explores the different steps involved in adopting a new service model at the University of Arizona Science-Engineering Library. In a time of shrinking budgets and changing user behavior the library was forced to rethink it reference services to be cost effective and provide quality service at the same time. The new model required consolidating different service points, i.e., circulation desk, photocopy desk, and reference desk into one central location to be staffed by library associates. First we performed a financial analysis and determined the cost per hour of the existing staffing model. This was followed by logging questions at different service points to understand the type of questions asked at different locations. This data-drive approach also uses a robust referral system where complex reference questions are referred to individual subject librarians. We performed Action Gap Surveys to measure customer satisfaction levels before and after we employed the model. The article also emphasizes the training and continued education required for library associates to provide quality reference services. (Contains 3 charts.)
Science and Technology Section, Association of College and Research Libraries. 50 East Huron Street, Chicago, IL 60611. Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Arizona