SUMMARY OF REPLIES TO MY EMAIL ABOUT REFERENCE
SERVICES

Many thanks to those of you that replied to my email that asked for
information about reference services, particularly concerning
general and subject enquiry desks. I received replies from 11
universities.

>From this small sample of universities there does not seem to be
any ‘right’ way to run an enquiry service. Separate general and
subject desks worked in some institutions and combined
information desks in others. One university shared IT and a library
enquiry desk The desks were also staffed by a diversity of grades,
though if staff were experienced enough and referred correctly, few
problems arose. The training of staff was taken seriously by some
universities, in others, general experience was considered to be
sufficient. An increasing number of enquiries were to do with
computing and electronic resources. Some good ideas were
mentioned that had been found helpful in running an enquiry desk.
Most universities also had at least one alternative method for
readers’ enquiries, notably an email enquiry service..

I have summarised the answers to my questions below:

1. Do you have a separate subject enquiry and general enquiry
desks?
Separate desks: 4 Universities, 1 has 2 separate subject desks on
2 floors.
Combined: 6 Universities with referral directly to the relevant
Faculty Team Librarian. One has an information desk on each of
the 4 floors.
1 has a general enquiry and an IT desk.
 
2. Who staffs the enquiry desks?
This varies. No set pattern. Qualified and experienced LA s staff
the desks from Reader Services and Faculty Teams. Though
subject desks are more commonly staffed by Faculty Teams and
general desks by Reader Services.
Where there is an IT desk in the library, both desks tend to get all
queries. One of these is staffed by computing staff.

3. What times are they staffed?
General desks are open all the time that the libraries are open. The
subject desks are open during the day on weekdays but less so in
the evenings and weekends.

4. What alternative methods are there for enquiries e.g. Via OPAC
or written suggestions or email?
8 had an enquiry service via email.
4 also had enquiries via the WebOPAC
1 used an enquiry form when the subject desk was not covered but
found the question often needed clarifying with the user.

5. Have you had any problems associated with inappropriate
staffing?
( I have included other problems here as well)

Of the 6 Universities with combined desks: 3 had no problems, 2
had some problems, 1 not stated.
Of the 4 Universities that have separate desks 2 had some
problems, 2 had none.

Some of the difficulties mentioned:

Diversity of staff mean readers receive different standards of service
at different times
Information desk in closed office so physically cut off from users.
Sometimes the relevant FT is not available
Sometimes incorrect replies especially from evening or special w/e
staff who work only a few hours each week.
Problems with some staff not passing queries on early enough.
Problem with evening senior staff having trouble with registrations -
now have a separate registration desk that is staffed by RS.
Too many enquiry desks which confuse readers.
Where there is a combined IT and Library desk, one place found
the Library staff often helped with computing queries but computing
staff did not help with library issues, or not nearly as much
(particularly as the computing desk was not open for as many
hours). Most queries were now to do with electronic databases or
computer use.
Timetabling very difficult with 3 desks especially October
With only one person at the desk at a time less dissemination of
best practice and sharing
Problem with so many repetitive basic queries being asked, seems
a waste of staff time
Problem with so many queries about computers eg. logging on,
printers etc
Specialist knowledge not exploited sufficiently

6. Have you found any method of running an enquiry desk to be
particularly effective?

Each shift being 3-4 hourly: morning, afternoon and evening gives
more continuity for readers
Using para-professionals as well as Librarians has worked well
(especially as so many queries are fairly routine.) Also means the
desks can be more regularly staffed
SharedIT / Library desk readers have found helpful especially as
staffed during the day with 2 staff.
Useful to note readers email address and get back to them rather
than ‘agonising’ over a problem at the time
Keeping a record of FAQs
Library Assistants helping on the general enquiry desk
Having specialised help around as much as possible for answering
specific queries
Being more pro-active in offering support and being available
Ideas about to be put into practice by one university: marketing the
role of FT s better by:
1) adding subject areas to their pictures in the foyer
2) producing literature and encouraging students to make individual
appointments with FT s
3) FT s to trial a new drop-in service at certain times of the week
4) make use of a campus-wide email service to target students
directly e.g if common questions were coming up for a particular
assignment


7. What training (if any) is given?

Most of the training given was on-the-job sitting with an
experienced member of staff. New staff were not expected to be left
on their own until enough experience was gained. In some cases
only experienced staff were used on the enquiry desks.
5 universities mentioned specific training in the use of databases
and other electronic resources as being the area most staff find
difficult to keep up with.
Other training: exchange of experience workshops; courses on
helping the user; computing courses; training in common subject
enquiries; official publications; practice exercises.


Jill Woodman
Senior Library Assistant
Edward Boyle Library


%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%