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Practical Changes in Reference Services: A Case Study
Samantha Wilairat1, E Svoboda1, C Piper1
1University of Colorado Anschutz Medical Campus, Aurora, Colorado, USA.
Medical Reference Services Quarterly
|May 10, 2021
Summary
Librarians enhanced reference services by implementing four key changes: improved statistics collection, FAQs, appointment scheduling, and proactive chat. These innovations increased efficiency and service reach for better user support.
Area of Science:
- Health Sciences Librarianship
- Information Services Management
Background:
- Reference services are crucial for health sciences libraries.
- Previous methods for statistics collection and user engagement were suboptimal.
Purpose of the Study:
- To document and analyze small-scale changes to improve reference service efficiency and reach.
- To provide a case study on implementing specific service enhancements.
Main Methods:
- Implemented four changes: revised statistics collection, created FAQs, utilized an appointment scheduler, and launched proactive chat.
- Utilized Springshare tools for implementation.
- Documented the process, results, and lessons learned.
Main Results:
- The implemented changes led to improved efficiency and expanded reach of the reference service.
- The case study details the successful application of specific tools and strategies.
Conclusions:
- Small-scale, strategic changes can significantly enhance library reference services.
- Recommendations are provided for other institutions seeking to adopt similar improvements.
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