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11th National Library Technicians Conference

Inquiry evolution: Loans and reference meet

Maureen McAllister and Judy Smith University of Western Australia

Abstract
Evolution in the delivery of reference services at the University of Western Australia Library has offered general loans staff a new challenge.

An inquiry desk service, staffed by library officers, now operates as a single service point to the library's clients. The service absorbs some of the functions previously assigned to two service points, the reference desk and the loans desk.

Implementing the inquiry desk service involved the introduction of self-service checkout machines and other self service initiatives, establishing a centralised telephone inquiry service, moving from two service points to one, providing training for the loans staff in their new role, and installing PC's at the inquiry desk.

Clients now benefit from the quality service that reference and inquiry desk staff are able to provide. Inquiry desk staff report increased satisfaction in their work and reference staff have more time available to provide effective reference services.

Introduction
Much discussion has taken place in recent years relating to the role of the reference librarian in a changing information environment. While some believe that the traditional reference services are here to stay, Wilson (2000) argues:

"...something has decisively altered in the user culture and that librarians must comprehend this changed culture and fundamentally transform their role to accord with it".

Many academic libraries are either considering or have adopted new ways of providing reference services. This paper explores the new reference environment at the University of Western Australia (UWA) Library and its affect on the roles of the client services supervisors, most of who are library technicians and the library officer level one (LO1) staff.

Reference staff at the UWA Library began reassessing their role as early as 1996. They realised that to keep their service relevant for a changing user culture they would need to embrace the challenges of the electronic environment and the new service demands that had arisen. A new approach would be required.

The foundations
The reassessment began with discussions, seminars and workshops involving the 15 librarians and one library technician that form the reference team. Data collected revealed that the majority of the questions being asked at the reference desk were directional, basic inquiry or simple catalogue questions. Only 22 per cent required professional expertise.

Supported by the data and with the purpose of providing the reference staff with the means of maintaining a relevant service in a changing environment, a bold project was initiated. The move was made away from operating with both a loans and a reference desk towards a single service point for the client, an inquiry desk.

The inquiry desk is staffed by library officers that previously worked at the loans desk. They deal with general inquiries and basic information questions along with the usual loans transactions. Clients requiring professional expertise are referred to the reference staff. An in-depth framework to the inquiry project can be obtained by reading Garner (1999).

The trial
A trial in the provision of an inquiry desk service was introduced and monitored first at one of the 9 subject libraries that form the UWA Library. The client services supervisor and LO1 staff at the trial library became involved at this point. At the time the usual duties carried out at the loans desk were:

Checking out loans.
Operating a closed reserve.
Answering/directing telephone queries.

During the trial these duties continued and the following responsibilities were introduced:

Answering general inquiries and basic information questions.
Referring clients requiring professional help to the reference librarian.
Monitoring the types of questions being asked.
Contributing ideas for the content of a help desk file.
Alerting the reference librarian to the types of questions they were having difficulties answering.

Throughout the trial constructive discussions took place between the managing librarian, the reference librarian, the client services supervisor and the LO1 staff. These discussions were important to the outcome of the trial and took place both in structured forums such as fortnightly section meetings and informally at the point of need.

While the inquiry desk trial proved successful, it also highlighted the need to reduce the workload of staff at the inquiry desk if the plan to move from two service points to one was going to be realised. In order to overcome the workload issue the ECEL (Economics and Commerce, Education and Law) group of subject libraries was selected to trial initiatives to restructure the work of the inquiry desk staff. These initiatives included the use of a self-service checkout machine and a telephone inquiry service.

Following the trial period the inquiry service was implemented progressively at the other subject libraries.

The implementation
The role of the reference staff, the client services supervisors and the LO1 staff changed with the implementation of the inquiry desk service. The supervisors and LO1 staff were involved in the implementation at six subject libraries. The client services supervisors at the UWA Library are employed at HEE Levels 4 and 5 and the LO1 staff are employed at HEE level 3. Their involvement in the implementation included:

Contributing to the planning and participating in the original trial.
Promotion and acceptance testing of the self-service checkout machines.
Producing ideas and plans for the redesign of the layout of the libraries.
Training and being trained in the use of various new service strategies.
Monitoring progress and making adjustments as the new service evolved.

Important to the implementation of the inquiry desk service was the introduction of the various strategies that had been investigated and trialed in order to provide inquiry desk staff with more time to deal with queries from the clients. These strategies focused strongly on client self help and included:

A centralised telephone information service.
Moving from closed reserve systems to open reserves.
Self-service checkout machines.
Promotion of online recalls and renewals.
Electronic forms.
Electronic exam papers.
Electronic reference services.
Further developing information booklets and guides.

Telephone Information Service (TIS)
TIS was launched in September 1998. Its aim is to have a 'client focussed, efficient and effective telephone communication between the library and its clients'. The TIS number is the only UWA Library telephone number advertised in the White Pages directory and the TIS operators field calls made to this number. Clients are still able to contact library staff directly if they wish to by accessing individual telephone numbers via the contact page on the library's website, CygNET Online or via the university's internal telephone directory. The TIS number is also published in both of these places. Feedback has shown that the TIS service is well accepted by the clients.

At the library where the TIS service is located, the client services supervisor is responsible for training LO1 staff as TIS operators. The training includes:

Tours of all sections of the library.
Familiarisation with the information sheets about each section (kept up to date annually by section staff).
A tele-etiquette session.
Technical aspects of the telephone services.
Dealing with reference questions.
OPAC searching.
CygNET Online (further training on using the library's Web service).
Familiarity with a comprehensive guide developed as a quick reference.

The client services supervisor is also responsible for:

Rostering the operators.
Recording and analysing the usage statistics.
Reporting on the service.

The operators deal with approximately 72 per cent of calls received. 5 per cent are referred to reference staff and the remaining 23 per cent are transferred to the document delivery section, supervisors, specified staff members etc.

Specific feedback is given where necessary to staff involved in referrals. TIS operators brief the reference staff before transferring a call and in relevant cases the reference staff subsequently debrief the TIS operators.

The success of the telephone information service has resulted in:

Improved quality of information given to clients by telephone.
Reduced interruptions to the inquiry desk services.
Increased time available for reference staff to engage in information literacy programs and complex reference activity.

Open reserve areas
Several subject libraries had been operating closed reserve systems at the loans desk. The reserve collections were heavily used and were the cause of regular queues at the loans desks. Investigation began on ways to create an open reserve system for these libraries. Facilities such as an OPAC, a photocopier, and student desks for use in the area were considered and development plans were drawn up.

Client services supervisors and LO1 staff worked together to devise the best method for moving the collections whilst maintaining good customer service. Quotes were obtained and renovation work arranged for the summer vacation.

The introduction of open reserves reduced the workload pressures for inquiry desk staff. Reserve loan transactions dropped by 33 per cent and most readings are now photocopied in the open reserve area.

An electronic reserve option is currently being investigated as a service to the students and also has the potential to reduce staff workload.

Self-service checkout machines
The workload of inquiry desk staff was greatly reduced in several of the subject libraries by the installation of self-service checkout machines. Two subject libraries installed the first machines in July and September 1997. A further three libraries followed in succeeding years. The clients themselves now perform 70-80 per cent of non-reserve loan transactions.

Initial acceptance testing of the machines was performed by the library's information technology (IT) staff and the client services supervisor at the library where the first machine was placed. The supervisor was also responsible for:

The development of a staff-training manual.
Promoting the service to clients.
Collating usage and performance statistics.

Promotion of the use of the machines, liaison with IT staff when faults arise and the collation of statistics are now the responsibility of the client services supervisor in each subject library.

Online recalls, renewals
Patrons had been provided with the option to place their own recalls via the WebPAC on CygNET Online. This option is now strongly encouraged. Patrons can now also renew their books online, or use the TIS option.

Electronic forms
Electronic forms were designed for both document delivery requesting and for the retrieval of items located at The UWA Library store. These forms are accessed and submitted via the library's website, CygNET Online.

Electronic exam papers
The decision to make exam papers available online triggered the involvement of the catalogue support supervisor, also a library technician, and the cataloguing support staff. They embarked on a scanning project that resulted in the previous five years' exam papers becoming available online. They continue to update this service, as each year's exam papers become available.

The task of re-shelving large volumes of exam papers previously performed by LO1 staff has been eliminated, they are now answering fewer questions relating to exam papers at the inquiry desk and no longer need to deal with problems such as missing pages.

Electronic reference service - 'Ask a reference librarian'
Reference staff designed an electronic form to be used on the library's website, CygNET Online. Questions are directed to the subject library's e-mail and answered by the reference staff.

Information booklets and guides
A library publications team, which consists primarily of librarians but also includes a client services supervisor, was formed to ensure the quality and effectiveness of library guides, information booklets and fact sheets. These publications, together with enhanced user education programs, were intended to minimise the number of basic inquiries dealt with at the inquiry desk.

Point of access guides for electronic resources on CygNET Online were produced and placed near the public access terminals.

The reference librarians also developed an online information literacy program (InfoPathways) and work is underway to develop courses using the WebCT software package.

The final steps of the implementation involved:

Removing the reference desks.
Installing PCs at the inquiry desk.
Training inquiry desk staff.

Removing the reference desks
Implementing the service also entailed renovations. In the subject libraries the loans desks were converted to inquiry desks. The reference desks were removed leaving the inquiry desks as the first service point for the clients. The reference librarians were relocated to offices in close proximity to the inquiry desk.

Installing PC's at the inquiry desk
The loans desks had previously operated using dumb terminals. PC's to allow access to CygNET Online and other networked functions were installed at the inquiry desks. Inquiry desk staff are able to demonstrate navigation of the network to clients and to problem solve when a client is experiencing difficulties.

Training
Training was a vital element in the final transformation of loans desk staff into inquiry desk staff. Client services supervisors had previously been rostered to provide reference services during the lunch hour and other short-term absences of the reference staff so they were aware of what to expect with the changeover to an inquiry desk service. Most LO1 staff however needed to be equipped with new skills and knowledge to enable them to provide the inquiry service.

Several approaches were undertaken to prepare LO1 staff. Firstly at the trial library they were consulted about the content of the training program as lesson plans were being created.

The next step was for the reference staff to compile a help file, with point of access notes, to provide tips on how to find general information that had previously been supplied at the reference desk. Frequently asked questions were also included. LO1 staff assisted with the creation of the help file by logging and tagging questions for inclusion.

Inquiry desk staff are expected to deal with:

Loans questions.
Directional questions.
How to use equipment questions.
Basic catalogue and CygNET Online questions.
General questions and frequently asked questions

The client services supervisor's staff training program had already covered the first three items on the above list. Training sessions to cover the remaining two were prepared.

The three main areas that these sessions deal with are:

Questioning technique.
Introduction to reference resources.
Introduction to the library's website, CygNET Online.

After taking part in these sessions it is expected that inquiry desk staff will:

Understand their role and when it is appropriate to refer a client to the reference librarian.
Be aware that the question asked by a client may bear little relationship to the information required.
Be equipped with strategies for handling enquires.
Have an overall impression of the scope of information available in the reference collection.
Be aware of a few basic reference tools that may help clients when the reference librarian is unavailable.
Be able to use CygNET Online with confidence.
Have a basic understanding of how to access and search the electronic databases on CygNET Online.

The benefits for the uwa library's clients and staff
The impact of the implementation of the inquiry service project has been impressive.

Clients:

Receive immediate access to the inquiry desk staff and therefore a faster response to basic inquiries.
Gained quality time with the reference staff.
Have access to more user education classes.

Reference staff have:

More time to spend on advanced level inquiries.
Further time to schedule reference interviews and 'one-on one' sessions and are able to provide an increased number of these.
Extended collaboration with academics and postgraduate students.
Increased time to devote to other projects.

Inquiry desk staff have:

A more interesting and challenging role.
Increased ease of referring clients to the reference librarian.
Increased confidence when answering questions.
Contributed more to teamwork and providing client service.
Improved the consistency of level of service.

Things to be aware of
While many benefits have been gained from the transition to an inquiry desk and separate reference office, some issues have emerged which are relevant to the effectiveness of the inquiry desk service:

The location of the reference office is important. The reference office needs to be situated within view of the inquiry desk staff so that they can ensure that the referral process is completed successfully.
Locating the reference office in sight of the inquiry desk will also enable reference staff to monitor traffic and assist with inquiries if needed. The reference office should be visible to clients and appear welcoming.
Some clients need more encouragement to follow through with referrals to the reference staff, especially when the reference staff are out of public view.
Close co-operation and communication between the two areas of reference and inquiry, is vital.
Inquiry desk staff must promote an approachable profile.
Training, knowledge and skills of inquiry desk staff must be monitored and kept up to date.

Conclusion
The University of Western Australia Library has implemented new strategies to the provision of reference services that reflect both the changing information environment and the needs of the clients. As a result of the project the duty statements of the reference staff, the client services supervisors and the LO1 staff at the UWA Library have undergone significant changes.

The clients and the library staff have all benefited from the inquiry evolution. The client self-help initiatives have reduced the need for clients to queue for services and they can use their office or home computers to connect to more services on the library's website, CygNET Online.

Clients have uninterrupted time with the reference staff when they require it.

The introduction of a single first point of contact in subject libraries has provided reference staff with more time to devote to professional activities including the provision of well developed one-on-one sessions, on-line reference services, enhanced information literacy programs and relevant assistance to clients.

Various other strategies introduced to reduce the workload of staff at the inquiry desk allow more time for answering queries from clients. An additional benefit for the inquiry desk staff has been the development of a more challenging and satisfying role for them as front-line providers of client service.

We look forward to future developments in the inquiry evolution where loans and reference meet.

Bibliography
Garner, Imogen 1999 New reference: diversifying service delivery http://educate.lib.chalmers.se/IATUL/proceedcontents/chanpap/abs/garner.html [2001, 28 June].

Wilson, Myoung C 2000 Evolution or entropy? Changing reference/user culture and the future of reference librarians, Reference and User Services Quarterly vol. 39, iss. 4, pp387-390.

Authors
Maureen McAllister Associate Diploma of Applied Science (Library Media) Maureen has worked at the University of Western Australia Library for 14 years. She is currently the client services supervisor at the Biological Sciences Library. Maureen worked in a public library for two years before joining the university library.

Judy Smith Associate Diploma of Science in Library Technology Judy has worked at the University of Western Australia for 12 years. She was the client services supervisor at the Education, Fine Arts and Architecture Library at UWA from 1997-2000 and currently works in the cataloguing section.

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