1. PROACTIVE REFERENCE SERVICES IN A PUBLIC LIBRARY Audrey Heisel LIS 6120

2. INTRODUCTION I shadowed for eight hours at a busy public library in a suburban area. Over the course of four days from 2 P.M. to 4 P.M. Shadowing took place in record low temperatures, library wasnt as busy as usual. 3. CLIENTELE Very diverse All age ranges After 3 P.M., many youth patrons 4. REFERENCE FEATURES Two librarians at reference desk at a time Roving reference Computer help Homework Help Center Readers Advisory 5. REFERENCE ISSUES Understanding what the question is Effective reference interviewing Approachability Many patrons thought the librarians looked too busy to help Proactive customer service Seeking out patrons to assist 6. ROVING REFERENCE ADVANTAGES Approachability Convenience Faster Less monotonous for staff 7. HOMEWORK HELP CENTER One librarian working with many volunteers Children and young adults from elementary school through high school Many reference questions Librarians teach students how to find answers 8. TECHNOLOGY ISSUES Average patron visits library to use public computers Many simple questions (i.e., printing) Librarians get asked the same questions multiple times 9. READERS ADVISORY Large portion of reference questions Ranges from vague to extremely specific Careful reference interviewing required for vague questions 10. REFERENCE REMODEL Desk being moved to circulation Problems for reference librarians Librarians afraid they will have an increase in circulation work Fear that patrons wont be sure who to ask reference questions Change in services 11. CONCLUSION Proactive customer service is important Effective reference interviewing is necessary The librarians I shadowed were overall great at their jobs