Present: Christy Branston, Helena Calogeridis, Judy McTaggart, Jim Parrott, Susan Routliffe (Chair), Jackie Stapleton, Linda Teather, Melanie Watkins, Rose Koebel (Recorder)
Guest: Susan Bellingham
Regrets: Richard Pinnell, Mary Stanley
Minutes of Previous Meeting
The minutes of the meeting of December 2, 2003 were approved.
Reference Service Philosophy
In December, Christy took a draft copy of the reference philosophy statement
ISMC developed to an ISR meeting for discussion. The feedback Christy received
suggested grammatical and stylistic changes, and inserting the word “research”
in the first sentence. It was suggested during today’s discussion that
it may be more appropriate to refer to the statement as a reference service
goal, rather than philosophy. Judy agreed to redraft the statement to reflect
today’s discussion and ISR’s feedback.
Review of Reference Service: Update on Status of Focus Group Discussions
The focus group project team (Christy, Jackie, Melanie, and Shabiran) is working
on its report. The compilation of transcription notes is not yet complete, but
Christy provided the Committee a preview of what themes are beginning to emerge:
Hours of service: Only the undergrad group commented on hours, which were considered fine. The majority of answers indicate that reference service should be available when the building is open, i.e. in the evenings and on weekends.
Delivery methods: Comments were positive pertaining to reference service staff.
Liaison librarians: Some participants weren’t aware of the liaison librarian service, or indicated that their research needs didn’t warrant an appointment with a librarian. However, responses from the group with disabilities indicated that they always seek help from a librarian, rather than at the information desk. The faculty group commented that most of their queries went to a liaison librarian.
Physical information desk: Some felt that their work didn’t warrant using the information desk. Many responses indicate that a staff presence at the desk is important. Some suggested that multiple information desks be located throughout the library.
Telephone, chat, email: Most of the participants didn’t know these options were available. Those who have used the email service appreciated the quick turnaround time.
Promoting the service: Suggestions from students for promotion include name tags for staff; signage on elevators; links on the Library website to the library services available; ads in the Imprint.
Christy will be meeting with the project team to see what else has come out of the transcripts. Susan thanked Christy for her update on the focus group team’s progress.
The Committee agreed that Library staff who provide reference service should be invited to provide feedback on what issues or concerns they have. Committee members will give some thought between now and the next meeting to what approach could be used to accomplish this.
Next Meeting: February 24 at Davis. Topics: how to obtain staff input re. reference review; review of list of skills or competencies needed for reference work.