Abstract
This study focuses on the perspectives of library staff at a medium-sized academic library who directly participated in the restructuring of reference and information services from a “just-in-case” reference model (defined as librarians sitting at a traditional reference desk waiting for questions) to a “just-in-time” model (librarians only called upon to answer in-depth research questions on an as-needed basis), with the additional creation of an IT help desk. Solicited through a qualitative assessment one year after the implementation of the new service structure, library staff reaction could only be described as ambivalent and evolving.
Original language | American English |
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Title of host publication | Alienation, acceptance, or ambiguity?: A qualitative assessment of library staff and faculty perceptions of reference service change. |
State | Published - Jan 1 2014 |
Keywords
- Reference services, Staffing, Service models, Academic libraries, Change management
Disciplines
- Library and Information Science