Solving the Reference Desk Problem

Joe Murphy, from the Yale University Science Libraries, and Ellen Peterson, from Maui Community College Library, explained how their respective institutions are implementing "no reference desk" reference service from two very different perspective.

Yale riffed off the idea that most students are texting anyway, and since there is more and more mobile content being pushed to cell phones (library notices, news, updates, information). There seemed to be a gap between traditional reference and their users' lifestyles. So why not reference, too? The phone is the primary screen for many users. Mobile reference would always be available at the point of need, it would enhance traditional services and expand their reach, and staff is not limited by location. Most of the librarians already owned iPhones, so those that didn't were outfitted and trained.

MCC was forced to consider mobile reference when the library was closed for construction and library offices were moved to a room in a remote part of the campus. Ellen is using her personal cell phone, and has published her contact information on Ask Ellen!, a blog-that-is-not-a-blog. She also created many other entry points - you can see them on Ask Ellen! - so students will be able to find her in the spaces they frequent.

Best practices? Building traffic? Start early, make it as easy as possible, remove barriers, consider whether, if traffic increases, the service is scalable. Also, students respond better to an individual online, rather than an institution, so personalizing the service with a face makes it friendlier and more likely to be used.

How to handle the longer questions? "Let me work on that a little while and get back to you by e-mail."