Emerging Solutions in Reference Services: Implications for Libraries in the New Millennium

Citation

Duckett, B. (2002), "Emerging Solutions in Reference Services: Implications for Libraries in the New Millennium", Library Review, Vol. 51 No. 7, pp. 379-380. https://doi.org/10.1108/lr.2002.51.7.379.2

It is so nice to see a book that claims to offer solutions in its title! Unstated though, even in the subtitle, is that the background to this collection of 12 articles, is law librarianship. In common with many publications from the Haworth Information Press, this book is a “co‐publication”, or a “separate”; in this case the monograph is co‐published as Legal Reference Services Quarterly, Vol. 19 Nos. 1/2, 2001, which explains, if not excuses, the omission in the title. Most chapters in the book, though, address reference service issues in a general way, and even those chapters that do focus on law are not so technical that lessons cannot be learned that are applicable to other libraries. Thus, in the chapter entitled “Taking time for legal research instruction at the reference desk”, we are first enjoined to “recognize patron attributes” before “determining their receptiveness to instructions” by using “strategies for recognizing verbal and non‐verbal clues”. The reader is then led to decide the level and type of instruction needed; for example, basic fact finding, topical subject search, primary resources and electronic services. Underlying this procedure, and illustrated using examples, is the desirability of maximizing the impact of a brief reference interview to impart information and to lead the enquirer onward. (“It’s over there. Have a nice day!” is not adequate – though I’m often tempted!) In a similar vein, “Law library tours in an information age” is subtitled “Format, effectiveness and function”, a template which could be used elsewhere. Even “User fees in academic law libraries” will, I imagine, have a resonance in some non‐academic, non‐law libraries.

I enjoyed many of the article headings. “Patrons and the PC: what problems should reference librarians solve?” is a mind‐tickler, and so is “All in a day’s work: what’s a reference librarian to do?” Both these questions, I am sure, feature in our (rare) moments of reflection. Maybe “Creating and using Web resources to train attorneys” is one I might pass on, particularly given the US legal context but “Making electronic resources available to patrons”; “Enhancing reference services through technology”; and “Staffing the reference desk”, are all topics of wide interest. “Problem patrons and library security” and “‘Library police’: drafting and implementing enforceable rules” look to be managerial “musts”. Perhaps even “How to avoid the unauthorized practice of law at the reference desk” should concern us.

Two features in particular encourage me to commend this work to fellow reference and information workers. First, each of the 12 chapters (“chapters” rather than “articles”) is carefully structured and copiously sub‐headed which, together with the detailed contents list that head each chapter, make it very easy to find topics that interest. (There is an index to the work as well.) Second, the book is eminently practical. In the article on enhancing reference services through technology, for example, we progress from how patrons ask questions (E‐mail, Web forms, chat lines, videoconferencing and remote applications sharing) through cost‐benefit analysis and usage guidelines, to how librarians actually find answers, that is, what they actually use. In the article on making electronic sources available, there is a section on CD‐ROM resource consideration, something that I am struggling with at the moment; and in the article on using Web resources to train attorneys – the chapter I said I would ignore! – there are several useful lists of Web sites such as Yahoo People Search, Mapquest, and My Virtual Reference Desk. In the chapter on patron problems, the 14 listed techniques for resolving a fraught face‐to‐face encounter, is already pinned up on my department’s notice board! In fact, far from being just a themed journal issue on contemporary reference work in legal libraries, this smartly produced work is a veritable handbook for the busy manager and front‐line practitioner. The generous chapter bibliographies will be useful too.

Modern librarians are under growing pressure to keep up with new technologies, deal instantly with the demands of users, keep the library safe and user‐friendly, and generally offer the best possible service while keeping costs down. With the help of Editor Edwards and his band of 12 practitioners and their “emerging solutions”, the mission is made a little easier and we can face the new Millennium with enthusiasm.