Making It Work for Everyone: An Evolving Reference Service.


Journal Article

At an academic health science center, librarians identified problems, weaknesses, and strengths in reference services. The on-call reference schedule was discontinued and a question flowchart was developed for circulation staff. Only research questions were referred to librarians, who would respond if available. Circulation staff perceived the unscheduled, voluntary model was not working well for the patrons or the staff. After two months, the schedule was reinstated with a hybrid version of the previous on-call format. In the process of changing the service model, the library staff also underwent a cultural change.

Full Text

Duke Authors

Cited Authors

  • Feldman, JD; Lopez, E; Gaspard, CS; Barton, KD; Barcenes, LF

Published Date

  • January 2018

Published In

Volume / Issue

  • 37 / 1

Start / End Page

  • 10 - 18

PubMed ID

  • 29327989

Pubmed Central ID

  • 29327989

Electronic International Standard Serial Number (EISSN)

  • 1540-9597

International Standard Serial Number (ISSN)

  • 0276-3869

Digital Object Identifier (DOI)

  • 10.1080/02763869.2018.1404381


  • eng