Discussion Group on Reference Work Report

Archive - Historical Material

Report from the Meeting held at the 65th IFLA General Conference

The theme of this year's Reference Work Discussion Group was "The New Definition of Reference Work in a Changing Reference Culture".

More than 100 people attended the meeting from different parts of the world, which stressed the interest and the importance of maintaining and developing professional reference service within the new cultures with regard to information access and dissemination.

There were eight papers contributed and four of the authors were present at the meeting.

The paper entitled: "Post Amazon. Com Reference Culture: The Work of Reference Librarians in the Age of Smart Machines" , by Myoung Chung Wilson, is based on a preliminary survey conducted by the author and on the survey conducted by the Reference Discussion Group in 1997-1998. These two surveys assess the changing nature of reference work. Based on the results, the author summarizes the current and emerging practicies of reference work. The conclusion highlights the changing relationship between reference librarians and users.

The paper "Reference Culture: Change in Theory or Tempo" by Sharon Gause and Yolanda Maloney, deals with the idea that although many changes have taken place in libraries vis-a -vis the advent of technology, reference work has remained the same: change has been in the number and format of sources at the librarian's and user's disposal.

The paper entitled: " Digital Reference Service at Stockholm University Library" by Viveka Vessberg, describes their new electronic library service named : Ask the Librarian. This service aims at providing users online assistance toward helping themselves by giving web addresses to databases, encyclopedias etc. In short, Stockholm University Library tries to keep the same policy of service as is provided at the physical reference desk. They also elaborated a "Digital Reference Shelf". Usage of the service is increasing. The Library looks upon this new service both as a challenge and an opportunity. The teaching of information literacy is as important as providing some of the answers.

The paper from the National Library of Sweden, presented by Birgitta Fogelvik, describes the online reference assistance "Ask the Librarian" on their English home page.The reason for starting this service only on the English home page is that there are other similar services in Sweden, but none for international users. The main goal is to respond to questions within 24 hours. Foreign students writing essays on Swedish subjects often contact this service as well as Swedish students studying abroad.Most often they receive information about LIBRIS, the union catalog of Swedish research libraries which is available free on the Internet, as well about the National Library's online catalog, Regina. Information about useful Swedish links on the Internet is also of interest. Four reference librarians are involved in this service.

Among other issues scanned from papers whose authors were not present, was Roving Reference, in which reference librarians rove around with the potential of answering questions, and can also around the collection with wireless communication. The point is that users want help and information where they are, that is, in front of the computer catalogue, the CD-databases etc., and do not want to leave the computers to walk up to the reference desk. It was also suggested that roving is a flexible solution and could be staff saving as you often serve many people "on the road". The authors of this paper are Martin Courtois and Maira Liriano, Gelman Library, George Washington University.

The concept of the "virtual reference interview" or how to make the computerized reference service more human, was also discussed. Ideas were taken up such as finding a counterpart to human contact: i.e., eye contact; sitting at the reference desk; smiling; tone of voice. All these human ranges of expression could be translated by using different screen layouts. The paper was delivered by Ann Viles, Appalachian State University.

The paper delivered from Denmark by Bodil Wöhnert, is about a survey done last year based on the questionnaire from the previous year's DG. One of the challenging facts which came up was, that if reference librarians cannot uphold a good standard, users will try to obtain their answers from other reference service providers.

The paper from Eva Olson, Malmö Public Library highlights the warning that public library services need to be of free access for all citizens.

Fragments of Comments

(U.S): the more successful library is the one where Internet access is unrestricted as this causes the walking traffic to go down. In turn, librarians have to realize that they cannot view the user as one type. Some users want to have the source pointed out to them, whereas others want to be taught. Also be aware that "what we teach for today is not there tomorrow". Another point raised here was that in general email is not flooded by users.

(US): we have 24 hour reference service. We have also noticed the fact that librarians need to have cultural-linguistic competence to answer questions.

(Australia): one must make a difference between 'national culture 'and 'reference culture'.

(Mexico): important to consider the theory of reference together with the changes in providing reference services.

(Greece): how can the U.S. provide electronically reproduced reference? It is not easy to teach library skills online. In addition, we must develop ways for the handicapped to access these sources.

(US): how can electronically accessible libraries do outreach? Answers were: use of flyers, go out to the student newspaper, do info sheets, courses in information literacy for students, etc.

(UK): did you think of the blind, when you decided to put on the home page?

(Hong Kong): do you feel that we should have more people in Reference? We have declining statistics, though it takes longer to answer questions.

The comments then centered on new approaches to technology, and the UCmeICU project was mentioned. At the base of this is the recognition that the librarian needs to have instaneous interaction with the user.

During the meeting two other ongoing projects were reported on, one in Greece on electronic reference, financed by the European Community and another at the Library of Congress in Washington entitled Global Reference Service: lcweb.loc.gov/rr/digiref/

The last point was that the number of competitors for providing reference services is growing, and they are a threat to our profession.

Reference Service is more important than ever and must be visible in the marketing of the library, and must have the appropriate means with respect to staffing, continuing education etc. in order to keep up quality. We must adapt to the changing culture and provide appropriate and professional reference service irrespective of media.

Discussion Papers

Sharon Gause and Yolanda Maloney, University of Colorado at Boulder: "Reference Culture: Change in Theory or Tempo"

Viveka Vessberg, Stockholm University Library: "Digital Reference Service at Stockholm University Library "

Birgitta Fogelvik, The Royal Library of Sweden: "Experiences From a New Digital Reference Service at the National Library of Sweden "

Martin Courtois and Maira Liriano, Gelman Library George Washington University, Washington DC: "Roving Reference: A New Approach to User Services"

Ann Viles, Appalachian State University: The Virtual Reference Interview

Bodil Wöhnert, Union of Danish Librarians: The New Definition of Reference Work in the Changing Reference Culture: The Public Libraries in Denmark

Eva Olson, Malmö Public Library: Reference Work in a Changing Environment

Convenor of the Discussion Group and Moderator :
Annsofie Oscarsson, Umeå University Library
annsofie.oscarsson@ub.umu.se