New Directions in Reference

Published simultaneously as The Reference Librarian, No. 93, 2006, Haworth Information Press has recently added this new title to their stable of Monographic Separates. As with this and other series published by Haworth Information Press, the emphasis is on North American experiences and practice. For those professionals in other parts of the world this can be a “put off” especially when areas such as US copyright law and legislation form part of the content. This aside there is however, a lot that is relevant to those library professionals – academic, special or public, who like to keep abreast of what others in the field are doing.

Divided into three themed sections, New Directions in Reference explores the different approaches taken by libraries creating new roles for librarians, the impact of technology, and some current issues in library services.

Virtual reference, merging reference services, the changing face of music reference and copyright in a digital age all form part of the first section on new roles for librarians. The difference in roles between the “traditional” and the “virtual” reference librarian, the challenges of the latter and whether the role is ultimately as rewarding as the traditional role are discussed in the first chapter. Useful advice for those who may be looking at making a change concludes the chapter.

The merging of the San José State University Library with the old Dr Martin Luther King Jr Library to form the new Dr Martin Luther King, Jr Library (opened in August 2003), is an example of how two organisations have managed to foster the development of a common reference culture and create an interesting model for others to emulate. The background to the development of the model and issues faced are discussed, these include the problems of changing a workplace culture as well as those around any programme of change. It is acknowledged by the authors that the model is an experiment, a new reference service to a new and diverse set of users the outcome of which will not be know for a few years. In 2007, now some four years later it would be good to know how it worked, whether it was a success, what problems were encountered and what further changes have been made – a chapter in a future book perhaps.

Music reference librarians have also faced some major changes in recent years having to deal with different formats and access and catering for user demand for more world music and in particular popular music. They have had to adapt to these new challenges but with them has also come new opportunities to be innovative and responsive in their service.

The final chapter in this section deals with the basics of US copyright law in particular the effects of the 1998 Digital Millennium Copyright Act. The open access movement and the issues of digital rights management software and the legislation to legalise it are also discussed.

The section on the impact of technology covers three areas ‐ self‐service interlibrary loan; the use of personal digital assistants (PDAs); and e‐mail reference evaluation. Of the three areas I found the use of PDAs in medical libraries the most interesting – here at last was something really exciting, a truly innovative way of adding value to reference services. PDAs have been in use by medical personnel for some years for practical purposes – decision making, prescription writing, patient notes. Use has grown rapidly because they are generally affordable, are extremely portable, easy to use and now can offer an increasing range of medical applications. A large number of medical libraries in the USA are now integrating them into everyday operations and also beginning to offer technical support as well.

For those interested in streamlining interlibrary loan, the chapter on self‐service interlibrary loan looks at the OCLC model, the use of direct request services such as SFX and Serials Solutions and the downside for libraries of using these systems. Of the many challenges faced by libraries is the desire to make such services available but at the same time ensuring that local collections are used and not by‐passed.

The evaluation of e‐mail reference services at Northern Illinois University, and how the results of a satisfaction survey were used to improve the services and to implement new services is discussed in the last chapter in this section.

The final section dealing with current issues once again tends towards issues more relevant to US libraries. The US Government Printing Office and government information on the internet is covered by one chapter and the effect of the information age on reference services in rural areas another. The most interesting chapter in this section deals with Golden Rule reference and how the development of customer relationships in all libraries would be greatly improved if librarians remembered the rule also found in many religions “Do unto others as you would have them do unto you”. This easily translates into the virtual environment where it is just as applicable as in face‐to‐face interaction. It is a salutary reminder to all librarians to listen to and treat clients with empathy and understanding.

In summary, as a knowledge services manager with responsibility for a team of knowledge advisors (reference librarians) in a research organisation, I was particularly drawn to the section on new roles for librarians. Expecting to see some wonderful new whizzy approaches to the area of reference services I was on the whole quite disappointed with the offerings. The only area where I really gained an interesting insight into the impact of new technology was in how PDAs can be used to provide reference services to busy professionals. While In this case the use involved services to health professionals in the medical sector this model is one that can easily be adopted within corporate/research environments and managed by corporate information services. Over all this book did not excite and stimulate me and I was left feeling that maybe the editors were struggling to find suitable material to include. I notice also that most of the work mentioned throughout covers the period to 2003 – publication has taken three years, three years in a world of rapid technological change, is far too long. Is this because there are not enough papers being submitted? If so, my message to information professionals is, if you or your libraries are developing exciting and innovative services or initiatives, spread the word, let us all know what you are doing through journals such as The Reference Librarian and the simultaneously produced Monographic Separates.