Discussion Group on Reference Work Report

Public Libraries Report

1, the reference departments are either found
A,as an independent department in the libary or
B,the reference work is more or less a part of the work in the adults information desks.

2, services offered are:
reference books, broschures, newspaper clippings
databases on CD-ROM and online
assistance to obtain the information when visitng the library either "quick-reference" or questions demanding longer investigation information via telephone, fax or e-mail inter-library loan information about other libraries in the neighbourhood ( a university or special library)

Many libraries produce local activity calenders.
Telephone service is offered during peak houres, as a complement to the information desk
Some libraries have Business Information Service.
Some libraries are EU-Information points.
In some libraries inter library loans is handled in the reference department

At Uppsala the Projekt Florence has made an extra service through staff on the floor answering quick-reference questions, in this way the is more time for more complicated questions in the reference desk.

3,
A

• people do not expect a public library to offer a broad reference service - it is visible!
• during the "book era" this ensured reference service of very hifh quality and earned the library a good reputation. However since the information explotionand the rapid development of netbased information and other database sources the traditionel setting is discussed
• it's not flexible, during times when the library suffers from cuts in funds it becomes necessary to have a flexible staffing arrangement
• books are no longer the only way to solve reference questions. Answers are frequently found in databases and are accessible all over the library

B

• the customer must only ask in one information desk, with more and more questions ansvered with use of databases and internet which can be used all over the library there is no limitations where to get an answer
• no staff is specialized on the reference material
• difficulties with quality control, keeping up do date with new material

Further education and life-long learning among librarians are stressed as very important for good reference service.

Presentations have been collected from the following libraries:

Copenhagen Central Library, Denmark
Malmö Public Library, Sweden
Lund Public Library, Sweden
Tanum Public Library, Sweden
Uppsala Public Library, Sweden
Kiel Public Library, Germany
Tonsberg Public Library, Norway
Howard Miller Public Library, Michigan, USA