NASIG Newsletter

22nd CONFERENCE
TACTICS SESSION 

Serials as a Public Service: We’re One Happy Family
Jennifer Duncan, Electronic Resources Librarian, Utah State University; Sylvia McAphee, Serials Librarian, Lister Hill Library of the Health Sciences, University of Alabama-Birmingham
Reported by Beverly Geckle

Jennifer Duncan and Sylvia McAphee discussed their experiences working across departments, in both technical services and public services. Jennifer Duncan has had several electronic resources librarian positions, sometimes reporting to the head of reference and sometimes reporting to the head of technical services.  Some of her positions involved working several hours on the reference desk. Currently she works about six hours on the desk. Jennifer encouraged service on the reference desk because it provides feedback. She gave the example that testing a product utilizing trials is not the same as having to use the product with a real patron in real time.

Jennifer also discussed reference staff involved in technical services work.  She was able to cross-train a reference librarian in the service aspects of her duties, such as troubleshooting problems.  Jennifer also believes in providing direct tech support.  Reference can call her immediately instead of trying to resolve the problem on their own.  She will often go to the desk or use chat or IM.  Jennifer has her direct line on the webpage so patrons can contact her immediately. She is even on call using her cell phone. Duncan encouraged technical services staff to participate in library instruction. It provides an opportunity to give additional information or clarification to the instruction librarians.  She also provides handouts for distance education students so there is a face linked to the contact information.

Duncan has established a webpage with information for the reference staff which includes an FAQ section and she contributes to two library blogs. The first blog is for library staff. Instead of forwarding emails with vendor or provider information of interest to staff she posts this information on a blog. It also serves as an archive and a place for trials information and feedback.  In addition, training opportunities can be posted there. There is also a public blog, LiBlog USU, which is a collaboration between herself, the head of collection development and another reference librarian. Jennifer ended by saying that it is important that technical services be marketed and that public services and technical services work together. She thinks in the future there may not be such a dichotomy between the two departments.

Sylvia McAphee has had several years of library experience as a student assistant and a paraprofessional. She discussed the technical services versus public services divide that occurs in many libraries. She stressed that each are the others’ patrons.  Sylvia described her personal journey of expanding her work experience to include both technical services and reference.

While in library school McAphee volunteered at the reference desk. Even after her training sessions it took time for her to feel comfortable on her own, without other reference staff around.  Now she is comfortable on her own and enjoys it. Sylvia and her department head attend reference meetings and she is also a co-library liaison and has manned the library booth at orientation.  The work in public services has made her see a different side to herself and she feels more well rounded. Through this experience Sylvia has developed leadership skills and an appreciation for teamwork.

After the presentations there was an open discussion with the audience. Much of the discussion was about the conflict or divide between technical services and public services and how to change the situation. Cross training and better communication were stressed.  It seems that technical services staff are more willing to work in reference than vice versa. There was a discussion on why this might be. It was suggested that reference staff may have the perception that work in technical services is very rule oriented and are unaware of its flexible aspects.