The Changing Face of Reference

Citation

Sloan, M. (1998), "The Changing Face of Reference", Library Review, Vol. 47 No. 1, pp. 62-63. https://doi.org/10.1108/lr.1998.47.1.62.23

The contributions to this volume are based on the premise that library patrons of every kind will continue to need help, and new technologies will mean that they will require more and different kinds of help. Academic librarians are the main contributors, but there are chapters in the book of interest to all those working in reference services. The initial chapter describes how historically there have always been new developments to which reference librarians have responded, and contrasts a “conservative” philosophy of reference service concentrating on library instruction, with a counselling or client‐centred “liberal” service offering research consultation, possibly on an appointment basis. A division of labour between quick‐reference assistance and in‐depth query handling is proposed in several of the contributions as a solution to difficulties of trying to provide an immediate service to all enquirers. Different ways of using technology (Internet, online databases) to provide such a service are given. The human factor is considered crucial to help people to make effective use of electronic services.

The first chapter also raises another theme which runs throughout ‐ whether students should be able to obtain the information they need instantly from the librarian; it is suggested that an ageing student body whose goal is to get a better job might spend their time better by synthesizing rather than gathering information: “Research skills ... are not germane to their needs”. It is stated (in the US context) that the shift towards unilaterally and routinely doing all searching for patrons has already begun. The majority of these writers feel that this is the way forward for reference librarians ‐ construct the search strategies but do not try to teach such strategies; how far this approach might be accepted in Britain is doubtful, given discussion in current issues of the Library Association Record.

The approach of providing all the information pre‐packaged is underpinned by an interesting discussion about “Generation”: roughly those born between 1961 and 1981. Among other characteristics Generation X students want concrete, specific information, dislike boring and routine activities, and also want personal attention. All reference librarians will recognise some of their patrons. It is suggested that Generation X‐ers should be treated as a group with special service needs: they will not find library instruction stimulating so should not be subjected to it, except for a specific assignment or goal. Librarians are urged to improve their interpersonal skills for reference interviews with this group, and provide reference services on demand as well as group sessions. Librarians should anticipate the needs of patrons and create concise guides and attractive bibliographies. Generation X students do have a desire to learn leading edge technology, but this is not something they generally associate with libraries at present.

Reference service initiatives are described for specific groups who form an increasing part of the population, such as Mexican‐American students in the USA, and the overlapping group of first generation university students. Again, the emphasis is on meeting their needs, especially by making them feel comfortable within the library, and giving them particular bibliographical assistance, as well as examining the classifying of certain materials to improve their access to appropriate information. Librarians can draw parallels with groups they serve in Britain.

Although budgetary implications are referred to, in general the message from this book is that librarians should provide more services ‐ especially client‐centred services ‐ and act as a necessary interface between the technology and the information. The contributions are written in the apparent expectation that resources exist for these developments. Within the academic world successful experiments are described of establishing an office base within departments and holding regular consultation sessions for academics who are reluctant to come to the library and seek assistance for making effective searches.

An ongoing theme is discussion of services for the growing number of “remote” users, and how libraries can develop support services for virtual library users. It is suggested that by regarding the library as being remote rather than the user, we can refocus on meeting the user’s needs. This is linked to a move from a collection‐based to a service‐based orientation.

Despite the continually exhortatory tone of “librarians must …” which feels overly dogmatic, and some repetition, this volume provides a mixture of some interesting, and provocative, ideas about the future of reference work in a customer‐oriented society, and some descriptions of innovatory experiences, often in considerable technical detail. The two approaches sometimes appear rather disjointed, but judicious selection of chapters can allow the reader to pursue the aspects of reference service in which they are most interested. Only a few chapters relate directly to public libraries and the volume would be of most use to academic librarians but, because of interesting reflections on the principles underlying reference service, it would also be of value and stimulation to library and information studies students.