Transitioning Online Reference Staffing Models: Assessing and Balancing Needs of Patrons and Practitioners

Q2 Social Sciences

Reference Librarian Pub Date : 2020-01-02 DOI:10.1080/02763877.2019.1678217

L. Wharton, Emily Mann

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引用次数: 7

Abstract

ABSTRACT As staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University’s a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change. Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models.

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转变在线参考人员配置模式：评估和平衡赞助人和从业者的需求

随着高校图书馆服务点人员配置模式的演变，在线聊天咨询服务需要进行战略分析，以提高效率和效果。本文将研究佛罗里达州立大学(Florida State University)一个大型公共研究型大学图书馆的教员图书馆员、职员和研究生助理到非mlis图书馆专业人员和研究生助理的人员配置变化前后对聊天参考的看法。我们的调查探讨了人事变动前后读者和图书馆工作人员的满意度和看法。我们对197名用户调查结果的分析表明，用户对非图书馆员提供的聊天参考服务同样满意，并且发现聊天互动在质量和及时性方面与图书馆员的聊天相当。我们对员工调查结果的研究显示，对服务运营的满意度略有下降，特别是在人员配置转换后的信心方面，尽管这并没有反映在顾客满意度水平上。这一评估表明，从读者的角度来看，图书馆工作人员在配备聊天参考服务方面与图书馆员一样有能力。随着学术图书馆继续衡量配备馆员的服务台的价值，本研究将提供有关用户和工作人员如何受到人员配备模式变化的影响的相关见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Reference Librarian Social Sciences-Library and Information Sciences

CiteScore

2.10

自引率

0.00%

发文量

期刊介绍： The Reference Librarian aims to be a standard resource for everyone interested in the practice of reference work, from library and information science students to practicing reference librarians and full-time researchers. It enables readers to keep up with the changing face of reference, presenting new ideas for consideration. The Reference Librarian publishes articles about all aspects of the reference process, some research-based and some applied. Current trends and traditional questions are equally welcome. Many articles concern new electronic tools and resources, best practices in instruction and reference service, analysis of marketing of services, and effectiveness studies.