The first section of this article reviews the literature on the changing face of reference, beginning with a discussion of the national decline in reference transactions, its causes, and the likelihood that online reference services might one day halt or reverse the decline. It then analyzes definitions of the term "reference," pointing…

Reference librarians are constantly balancing their reference duties against other duties, for example, collection development and departmental liaison. The author works as a reference librarian at Texas A&M University-Commerce Libraries in Commerce, Texas. The university has approximately 11,000 students, a large number of whom are…

As 21st century librarians, we have made apt adjustments for reaching out into the digital world, but we need to consider the students who still use library services within our walls. We can use available handheld, mobile technologies to help patrons too shy to approach the desk and free library staff to bring reference service directly to patrons.

A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

Proper planning and assessment surveys of projects for academic library Web sites will not always be predictive of real world use, no matter how many responses they might receive. In this case, multiple-phase development, librarian focus groups, and patron surveys performed before implementation of such a project inaccurately overrated utility and…

The University of Minnesota-Duluth is the second largest campus in the University of Minnesota system. The UMD library, which serves more than 11,000 students and 500 faculty members, is primarily an undergraduate library. The reference team consists of eight librarians, including author Sunshine Carter, reference and electronics resources…

Declining reference statistics, diminishing human resources, and the desire to be more proactive and embedded in academic departments, prompted the University of South Florida Library to create a taskforce for re-envisioning reference services. The taskforce was charged with examining the staffing patterns at the desk and developing…

When the Vise Library at Cumberland University set down the path to their digital makeover, they were optimistic that they could completely revolutionize their library's web presence. They tried to keep their goals manageable, but it turns out they did not "quite" achieve 100% success. In this article, the author describes how they have…

Email and chat/IM reference services have become a convenient and easily accessible option for the online community and libraries, particularly with increasing amounts of library resources now available electronically. This article gives an overview of Jing, which can be used to produce videos and screenshots on-the-fly, and demonstrates how to…

In September 2008, the Albert S. Cook Library at Towson University implemented an intranet to support the various functions of the library's Reference Department. This intranet is called the RefPortal. After exploring open source options and other Web 2.0 tools, the department (under the guidance of the library technology coordinator) chose…

Medical and health sciences libraries have incorporated the elements of evidence-based practice (EBP) into their reference services, instruction, and online resource development for years. While EBP focuses on the use of medical and health sciences literature in the clinical environment (i.e., making decisions about how to treat a particular…

Electronic communication technologies continue to change the landscape of reference services. For many users, virtual communication is the preferred means of conversing. Synchronous virtual reference, similar to other synchronous means of communication, is an important method for reaching students and for providing teaching and learning…

At the end of 2006 the UNSW Library restructured its five special libraries into a new division called the Information Services Department. It was a radical restructure and provides a new model through which the Library delivers services in both the physical and online environments in a flexible and proactive manner. A pivotal role within this new…

Librarianship has experienced a few growing pains over the past several years as its relationship with technology matures into a productive partnership. Being overzealous to adopt new technology can sometimes lead to more setbacks than advances in the profession. However, a recent wave of research has been discussing the benefits of integrating…

Twenty-three scholarly papers and twelve abstracts comprise the content of the eleventh annual Brick and Click Libraries Symposium, held at Northwest Missouri State University in Maryville, Missouri. The peer-reviewed proceedings, authored by academic librarians and presented at the symposium, portray the contemporary and future face of…