Reference Revamp: A 1-2 Model for Training and Tiered Services.

Area of Science:

• Library and Information Science
• Higher Education Administration

Background:

• Traditional single service points in academic libraries often limit staff development and service scope.
• There is a need for adaptable service models in academic libraries to meet evolving user needs and operational challenges.

Purpose of the Study:

• To restructure library services by implementing a team-based, tiered research assistance model.
• To enhance skill development for student employees and public services staff.
• To create a flexible service model capable of supporting both in-person and virtual environments.

Main Methods:

• Development of a team-based, tiered research assistance framework.
• Implementation of restructured training programs, including train-the-trainer sessions.
• Creation of comprehensive documentation toolkits and a strategic outreach plan.
• Expansion of services beyond traditional desk-based support.

Main Results:

• Observed above-average utilization of the new research assistance service.
• Received excellent user feedback regarding the enhanced services.
• Demonstrated successful adaptation to virtual service delivery during the COVID-19 pandemic.

Conclusions:

• The team-based, tiered research assistance model effectively fosters skill development and improves service delivery in academic libraries.
• The model's adaptability is crucial for navigating operational shifts, such as the transition to virtual services.
• Investing in staff training and collaborative service structures enhances user experience and library responsiveness.