Our profession has known for a long time that the traditional reference model is flawed. Constance Mellon coined the term library anxiety in 1986, reporting that students literally felt shame when approaching librarians for help. Yikes. That’s a strong feeling, one we don’t want librarians to evoke.
Nonetheless, the typical effort to improve the reference user experience has been meager. While many of us have been through customer sensitivity training, reminding people about how they should behave is no replacement for strategic hiring practices and considered design. Even genuinely friendly and caring librarians will be approached less if they’re hidden behind the typical imposing and unfriendly reference desk. The library literature is filled with articles about roving reference, yet at the majority of libraries I visit I still find reference librarians sitting behind hulking desks peering into computer screens, essentially ignoring what’s going on around them.
Prized possessions Of course, big desks that create an antagonistic dynamic aren’t the only problem; people conducting research in libraries are less mobile than they once were. Not only do they have their papers, library items, and a coffee carefully positioned, they also often have a laptop, a phone, and a music device on display as well. While it’s one thing to leave a pile of index cards unattended, it’s a much riskier proposition to abandon an expensive piece of hardware.
Reference librarians can help these anchored folks by doing what they should be doing for all library patrons: finding them when they need help. Why don’t they?
The hard sell Some librarians are afraid that proactive reference is bothersome to patrons—too aggressive, a crass retail approach. If done badly, it can be all of those things. Quality reference work takes more than just being able to construct a complicated Boolean search; it takes social intelligence, too. Just the way librarians develop a command of information resources, they should also develop a greater understanding of people. Though some people are naturals, it is possible to develop the skills it takes to know whether a patron wants to be approached and how to engage a variety of patrons.
Some librarians also think an emphasis on collaboration diminishes the librarian’s expertise. However, every good interaction already features a collaborative reference interview. We should embrace this, and our furniture should support it.
Experiment with alternatives Reference desks don’t have to be antagonistic. Boomerang-shaped desks with a computer monitor and an easily shared keyboard between two chairs set the stage for a collaborative interaction. Folding patrons into the research process acknowledges their contribution. This respectful gesture—and the other ways to consciously consider your reference setup—can ameliorate library anxiety and foster an engaging experience.
With the easy-to-use mobile computing options now available, roving reference makes more sense than ever. I spoke with Katherine Penner (Univ. of Manitoba’s Dafoe Lib.) and Martha Flotten (Multnomah Cty. Lib. [MCL]) about how they’ve experimented with Apple iPhones and iPads to deliver reference.
Flotten reports that they’re answering different types of questions away from the reference desk and that “librarians have mind-blowing reference transactions weekly,” as when one MCL librarian was able to engage a patron deeply by putting her in charge of navigating library resources through an iPhone. Penner notes that their mobile reference project has changed the way students communicate with librarians: they’re now more comfortable approaching librarians in the stacks. These devices signal cultural relevance, and we shouldn’t ignore the benefits of using tools that impress patrons.
Designing reference service There’s no need for your library to rob reference librarians of their desks immediately. Instead, first examine your current reference service. How did it get the way it is? Was it deliberately designed, or just the result of a series of small default decisions? Next, determine what sorts of information needs your patrons have. What do they want to know? What’s the best way for them to get help? You’ll probably find that you’re doing some stuff right and that there are things you could improve.
Brainstorm some solutions and make a plan to try out the most promising ideas. In this prototyping phase, ask people to get comfortable and learn about the new things they’re trying before they pass judgment. Afterward, everyone should report back, determine what worked/what didn’t, and put the good stuff into practice. Finally, consider these same questions anew in a few months, in light of what you’ve learned, and keep innovating.
Author Information
Aaron Schmidt (librarian@gmail.com) is the Digital Initiatives Librarian for the District of Columbia Public Library and half of the library user experience consultancy Influx. He is a 2005 LJ Mover & Shaker and writes at walkingpaper.org
Reader Comments (16)
hmm. While I agree with most of what's said here about collaboration, design, roving, and approachability, I'd point out that often those ref libs peering at the computer screen are doing so to answer one or more chat reference questions--being welcoming to our online patrons. Tough for many libraries to staff for this separately.
Posted by John Heintz on May 5, 2011 02:51:30PM
Excellent ideas. I've applied to be on my local library's board and if I am chosen I
will share them. Much of Gen Ref is dead, but some proactive and friendly
behaviors can really change that. I've seen that in my local library--the
Children's Reference is humming because of the inviting and engaging people
that are there, while no one dares approach the Gen Ref folks, who are, as you
say, buried in a computer and oblivious to patrons' needs.
Posted by Andy Bay on May 5, 2011 03:22:35PM
When discussing the physical layout of a reference desk area, I was reminded of
a university library's remodeled physical layout in which the Reference Desk has
been moved behind the Circulation Desk. The RD is just big enough for one
computer, & has room for only one chair. Just my opinion, but this seems to be
going in entirely the wrong direction.
Posted by Sheryl Kron Rhodes on May 5, 2011 08:39:32PM
Though we have a small library I do rove on occasion and have found it very helpful. Patrons know that I will answer questions and it has stopped the stealing and mutilating of our books.
Posted by Cynthia Dopp, MLIS on May 10, 2011 09:47:28AM
Sigh. To add to John's comment, perhaps those librarians are (like me) ordering materials because they don't have enough off-desk time to do it. The infrastructure still needs to be supported.
Posted by Sarah Lee on May 10, 2011 08:29:47AM
It seems like every time I try to 'rove', either 1.) someone calls on the telephone with a phone reference, 2.)someone comes to the desk in search of help, or 3.)someone needs help with one of the Internet workstations (which are near the reference desk). Maybe the answer is to have more than one person/librarian on reference at a time..?
Posted by maybe a solution on May 10, 2011 05:42:25PM
I think the best simple solution to knocking down the barrier imposed by the traditional reference desk set-up is at Bertrand Library at Bucknell University. The giant ASK sign above the desk invites students to approach. (See picture on their website.) I like the author's idea for an interactive reference desk. I was reminded that most students don't have a problem saddling up to a similar "boomerang-shaped desk" otherwise known as a bar.
Posted by Jane Lenz, MLIS on May 11, 2011 07:57:56AM
While this writer's take seems a bit negative towards fellow librarians, many of the points are well considered. However, in these times of stringent budgets, not every library can afford to remove the old behemoth desks and install new ones.
Also, good point about people looking at computers for chat or IM. However, all it takes is for the librarians and staff to remember to look up at people once in a while as they walk by. Actually, librarians looking at print materials can be a lot more intimidating to patrons than looking at a screen can be (imo).
Working in a university library is somewhat different. Students here seem to have no problems in leaving valuable technological devices sitting at tables for long periods of time while they leave for breaks or whatever. So I really don't buy the argument that all library users won't leave their devices.
An interesting article, with a bit of a negative 'tude.
Posted by J. M. on May 11, 2011 09:04:08AM
I don't believe roving is always the answer; it works best in smaller buildings or rooms but in my large urban library my division takes up one side of the entire building. Even with full staffing, a rarity now, it would be impossible to cover that much territory and give good service. Our answer is to actively watch for people who look like they need help when they enter the room or when we are in the stacks helping other customers. We also need to be by the computers and being located directly in front of the entrance to the divison makes it obvious that we are there to help.
Posted by Debbie Pecora on May 11, 2011 08:55:25AM
It is unfortunate that the public feels that the staff who have their head 'buried in a computer' are not considering that they are 'working'. Patrons have email inquiries, which require research, reading lists and compartive author suggestions do not suddenly appear, they have to be created...on a computer. Reference staff who are not serving patrons do have other duties, which mostly involve research. Please consider that this job is always evolving. The information and reference job requires the staff to be on top of current events, community resources and activities and relevant programs. Would you like to use your ereader at the library? well, the staff have to learn how to use it too, and locate what is available,and how each device may be have differences. When a patron needs troubleshooting, we are 'expected' to have the answer. Helping patrons locate materials is the fun and easy part, it is the behind the scenes work on that computer that goes unappreciated by most.
Posted by Julie McCann-Poirier on May 11, 2011 09:18:52AM
To me this is old news. I have been providing roaming reference since I started work as a librarian over 5 years ago. and seriously, who really wants to be stuck at the desk? I'm much happier wandering around interacting with both the patrons and the collection in a way that is impossible from a static location.
Posted by Cassidy on May 11, 2011 11:23:57AM
I don't agree that old-school general reference is dead. I'm in a medium-sized public library, and I handle about 30,000 reference transactions a year. That doesn't seem dead to me. But Libraries do need to show progress. I like Roving Reference. It's imperative to adopt more of the retail mentality - not a hard sell, per se, but meeting the patron's needs where they are, suggesting additional merchandise, etc. It only benefits the patrons, and our bottom line (circulation). Now, as for fetching materials for patrons ensconced in a work area - that's a tenuous point. There's something to be said for serendipity when browsing a physical collection. I don't support abandoning print materials, for reasons too numerous to mention here. Those unexpected 'finds' that patrons come across when they're digging into the shelves are hugely satisfying and reinforce both the 'Library as place', as well as the value of spending time in the stacks.
Posted by Anna Popp on May 11, 2011 01:25:15PM
I generally agree with you on this and we're working hard at
Arlington Heights to get out beyond the desk (as are many
libraries!). One limitation of roving is that if you're on
one end of the room and the patron in need is at the other,
you've missed them...it's not an excuse not to rove, it's
just one of the complications. What I'd also like to see at
the same time is some sort of "call" system that lets users
around the library alert the reference staff that someone
needs assistance. A button at each table...a phone at the
end of every range! (I think getting all the mobile device
users to scan our qwidget QR code would be a nice step, too,
but that would only catch a percentage of possible
business). Just thinkin'...
Posted by Bill Pardue on May 11, 2011 03:33:44PM
This seems very dated.
Posted by Jeanie Straub on May 11, 2011 03:15:39PM
The reason that referencel ibrarians are at desks, IMO, is that the old Bruno's laws idea that while at reference, you only do reference, is dead. While at reference, you are given little jobs to do, initially just "between customers", but over time, they become a permanent part of reference duty. So you always look busy to customers, so they don't approach, so people say "Well, since you aren't doing anything, you could do a bit more paperwork at reference." until reference is basically a secretarial pool.
Posted by Aussie Librarian on May 12, 2011 07:02:05PM
Our library doesn't have a reference desk so "roving
reference" is our usual way of conducting business. It isn't
hard to figure out when someone wants help and you don't
have to be pushy to do it. Leave your office/desk and be on
the floor near where people are doing their work. Make eye
contact and people will tell you when they want your help.
Acknowledge people when they come in the library so they
know that you're the librarian - yes I know, if done wrong,
it can feel as if you're a greeter at a retail store. I work
in my office handling research requests and periodically
make a circuit of the library. I check back with people I've
already helped to see how they're doing. If someone is
absorbed, I don't bother them. Of course, it helps that mine
is a small, specialized public library and that my office is
perfectly placed to keep an eye on the floor. Maybe this
wouldn't work so well in a larger, busier library.
