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The purpose of this study is to examine shifts in the volume and complexity of reference questions received at a small liberal arts college following the implementation of a Web-scale discovery service.

Researchers used the Warner model of reference classification to review and classify reference questions from the academic year prior to the implementation of EBSCO Discovery Service (EDS) and the academic year following EDS implementation to evaluate the change in volume of questions and complexity.

Research findings are significant as they document a 34 per cent decline in overall volume of reference activity following the integration of a Web-scale discovery service into the research process. Notably, the question category rated as the highest level of reference complexity (level IV) registered an 18.5 per cent increase in volume, post-EDS implementation. Question levels I-III all saw declines in volume ranging from 45 to 14 per cent.

Limitations of the study relate to multiple librarians having recorded questions as they were received by reference services and, as a result, some variation in transaction description should be expected. The concurrent deployment of a Web-scale discovery service and an integrated link resolver made delineation of the respective impact of each tool difficult.

Libraries contemplating the integration of a Web-scale discovery service into the research process will be able to use the research analysis to contemplate service redesign in advance of discovery implementation. The research results support additional training of reference personnel to service higher levels of in-depth inquiries. A redesign of reference services incorporating a tiered reference model using proactive chat with referrals to library faculty for in-depth research consultations is recommended.

After a literature review of relevant research, the researchers discovered few similar studies. As a result, this analysis will be of significant value to the library profession.

This paper aims to outline foundational research on adult transition theory and transfer shock in higher education to provide the reader with a theoretical and practical framework for the library-focused articles in this special issue.

This paper is a review of relevant higher education literature related to transfer shock and core research related to adult transitional theory.

Transition is a period in-between moments of stability. The state of confusion and disorientation caused by the transition of transfer students from one academic culture to another is a form of culture shock known as transfer shock. “Transfer shock” refers to the decline in academic performance by transfer students immediately following transition to an institution of higher education and the corresponding recovery prevalent for most students in succeeding semesters. Recent studies have expanded the definition of transfer shock to include the academic and social factors that contribute to attrition and lack of degree persistence. Key factors that correlate to transfer students’ success or failure include gender, race, time of transfer, GPA, prior academic success, faculty collaboration, level of engagement with degree program and campus support.

Although most literature on transfer students published by librarians includes literature reviews citing relevant articles, it lacks an extensive literature review collecting research from social science and education literature.