Technology Proposal: Roving Reference Services
Introduction:
Roving reference is not an entirely new topic or technology trend, as it
has been implemented in various forms over the last decade or so. Roving
Reference as defined by LIS Wiki (2014), is reference services provided away
from the traditional reference or service desk. This is to make it easier for
staff to provide reference services to patrons, without them having to approach
the service desk.
Roving
Reference tools can consist of either a mobile device such as a tablet or
smartphone or a laptop that is connected to the library’s integrated library
system with access to the catalog and patron records. This set-up is either
used in conjunction with the service desk or on its own, where in this case
there is no service desk and staff is equipped with either a mobile device or
laptop with a hand-held scanner and they provide service to library patrons
within the library stacks or out on the floor.
I
would like to recommend that the Atlanta-Fulton Public Library System (AFPLS)
consider adopting and implementing the Roving Reference approach on a smaller
scale by supplementing the service desk with Roving Reference Services. At the
moment, the library system is renovating its older branches and has completed
the construction of 8 new library branches and 2 remodeled branches, as a part
of $275 million bond referendum passed in 2008; this bond referendum also
provides funding to renovate the remaining branches over the course of two to
three years (afpls.org, 2017). Adding this new service will be reflected on the
library system’s approach to a more modern appearance for all its libraries and
improve the customer service experience for their patrons.
Currently, the set-up at all AFPLS library branches involves a
traditional service desk that patrons have to approach with any questions or
service requests. Smaller branches usually have one desk to assist patrons with
circulation and reference services while larger branches have as many as three
desks for circulation, reference and children’s services.
Literature
Review:
Current literature does suggest that many public libraries are moving
towards a more patron centered approach to providing services and one of the
popular changes is implementing some form of Roving Reference Services. It does
appear that there is a general approval of Roving Reference suggested in the
literature and there appear to be more advantages than disadvantages
Nunn and Ruane (2012), express the importance of properly marketing
library resources and services to patrons by using a patron centered approach
to provide reference services, promote and draw awareness to library resources
and services. They further state that addressing individual user needs by
providing personalized reference services is essential to highlight library
services (Nunn & Ruane, 2012).
According to his article in Library Journal, Enis (2015), states that
modern technology has made the use of tablets for Roving References Services
much easier and more affordable. He mentions some ILS vendors such as
SirsiDynix who have launched interfaces that support the use of mobile devices
for a variety of tasks from staff duties to reference services for library
patrons (Enis, 2015).
The main purpose of libraries, is to provide service to their patrons
and communities, and to determine how to meet the service needs of their users.
O’Gorman and Trott (2009) mention that the library faces competition with
online search engines to provide references service which has prompted a need
for libraries to evaluate the reference services and adopt new ideas and models
to help keep their reference services relevant (O’Gorman & Trott, 2009).
Application:
With current technology trends,
roving reference is definitely a great way to use current technology to reach
out to more library users and interact with them, outside of the traditional
service desk. I think that in addition to the service desk, roving reference
would help the library extend service to more people. A one-on-one approach out
on the floor or among the library stacks creates a more personable atmosphere
where patrons feel as though their concerns or requests are being heard, and they
are not being rushed or do not feel as though they are holding up the line or
taking up too much of the staff person’s time.
Also, Roving Reference Services can be used to promote new library
databases and e-resources; while assisting patrons out on the floor, staff can
also engage patrons further by showing them library resources and databases on
a mobile device and demonstrating how these databases work on such devices. At
the moment, staff is limited to demonstrating how databases operate by either
using computers or by using patrons’ mobile devices, and so that could be a
great way to highlight the library’s electronic collection by using a mobile
device in conjunction with the traditional desktop computers.
Lastly, the Roving Reference tools can be used by staff to undertake
various projects during down times or before the library opens. The roving
reference tools are portable and so staff can use them among the stacks for
weeding projects, to actively search for items for displays, and they can be
used to generate electronic library reports of items marked missing or lost in
the catalog, items that patrons claim to have returned, or items that are in
transit to various library branches but may be shelved by mistake. These electronic
reports can be run by the devices and do not have to be printed, and staff can
search the shelves for these items without having to leave the stacks to scan
items. It can also be used for general shelf reading and used identify material
that are out of place on the shelves, including materials that are still
charged out to patrons.
Challenges:
One of the main challenges to implementing this service is funding; with
ongoing renovations and a strained budget, it might be a daunting task for the
library to implement at the moment. However, funding for the Roving Reference
project can be obtained through a grant and it can be scaled down
significantly. I would suggest an initial quantity of about five to ten kits
containing a WI-FI enabled tablet with a case and attachment keyboard, and
wireless mini blue tooth scanner, and their charging cables. Each kit can be
used by the various branches and the results from each branch can be evaluated
and that can be the determining factor for purchasing larger quantities and
implementing it on a larger scale.
Another challenge is training, while many staff members may be
comfortable handling and using mobile devices to provide services to patrons
and are able to use them confidently, not all staff members may be comfortable
or confident with using mobile devices to provide service. The goal is to
provide adequate training to equip staff with enough knowledge and resources to
be able to operate and use the devices confidently and comfortably but that may
not always be the case. Ultimately, I would suggest that staff should not be
obligated to use or perform roving reference services if they do not feel
confident or comfortable enough to do so.
Lastly, another challenge would be equipment maintenance and
troubleshooting, it is my hope that if this proposal comes to fruition, that
there will be detailed instructions on how to properly use and maintain the
equipment, and reiterate that the devices are intended for library-related work
and must be used as such. Troubleshooting instructions and maintenance
schedules can be planned and the devices can be equipped with instructions on
what to do if any issues arise while they are in use by staff.
Conclusion:
Finally, current technology trends are always changing and adapting and
many libraries have learned to adapt with each technology trend, Roving Reference
has been implemented in varying ways over the last few years, and I think that
it would be to the advantage of the Atlanta-Fulton Public Library System to use
this technology to their advantage.
Current literature review shows Roving Reference Services in a favorable
light, and there appear to be more advantages to using it than disadvantages.
For this proposal, I did not include specifics on what type of tablet or
operating system, because that will depend on the IT Department for the county,
but their recommendation will be based on funds available, and what types of
devices will work best with the library system’s Integrated Library System
(ILS) and require minimal maintenance and troubleshooting.
In conclusion, implementing Roving Reference Services will be a great
way to help AFPLS enhance their current services, and provide a better
experience for their patrons. The Roving Reference tools will not only benefit
patrons but staff as well, as it can be helpful to improve their workflow
significantly.
References
AFPLS. (2017). Building
for the Future. Retrieved May 03, 2017, from http://www.afpls.org/building-for-the-future
Ennis, M. (2015). Meet
the Tabletarians. Library
Journal,140(1), 39-40. Retrieved May 03, 2017, from http://lj.libraryjournal.com/2015/01/technology/meet-the-tabletarians-mobile-services/#_
LISWiki. (2014, May).
Roving reference. Retrieved May 03, 2017, from
https://liswiki.org/wiki/Roving_reference
Nunn, B., & Ruane,
E. (2012). Marketing Gets Personal: Promoting Reference Staff to Reach Users. Journal of Library Administration,52(6-7),
571-580.
O'Gorman,
J., & Trott, B. (2009). What Will Become of Reference in Academic and
Public Libraries?. Journal Of Library Administration, 49(4),
327-339.
