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Published on: February 19, 2021
Practical Changes in Reference Services: A Case Study
Samantha Wilairat1, E Svoboda1, C Piper1
1University of Colorado Anschutz Medical Campus, Aurora, Colorado, USA.
Abstract:
Between 2018 and 2019, the librarians at the Strauss Health Sciences Library improved the efficiency and reach of their reference service by implementing four small-scale changes. These changes included revising the method of collecting statistics, creating FAQs, utilizing an appointment scheduler, and launching proactive chat. This case study will provide the background and research to support these changes, details on how the changes were implemented using Springshare tools, as well as the results and implications. Finally, the librarians will share their lessons learned along with recommendations for institutions interested in adopting similar changes.
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