Staffing by Design: A Methodology for Staffing Reference

by David Ward

Institution: University of Arizona
Department: University of Illinois
Year: 2012
Keywords: reference; libraries; assessment
Record ID: 1950775
Full text PDF: http://hdl.handle.net/10150/271492


The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in person and virtual reference services adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type.