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Closing the Reference Desk: Increasing Number of Questions Asked, and Level of Librarian Embeddedness
Haines, Laura Stokes, Alice
Haines, Laura
Stokes, Alice
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In January 2016, Dana Medical Library closed its physical Reference Desk and moved to an on-demand reference service model. Reference needs are now predominantly met by para-professional staff at a Main Desk. Librarians answer chat, email and telephone questions in their offices on a shift basis, and respond to more complex questions from in person walk-ins referred from the Main Desk. Patrons can also schedule consultations directly with librarians. Over a year later, the number of interactions has increased, and librarians are more engaged in units across campus. This poster explores the transition from physical desk to on-call service, and posits why such a change has positively impacted patron interaction with the library. This poster offers viewers lessons learned, and suggestions for making similar changes in other libraries.
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2017-10-23
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NELA_Draft_Final.pdf
Adobe PDF, 748.98 KB