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The purpose of this paper is to answer the questions: What challenges do students face in an information commons and how does roving reference help?.

The author recounts her work roving in her community college information commons and supplements this with an analysis of 1,500 records from her detailed reference log that compares roving reference results with conventional references and with reference questions as a whole.

Her autoethnography and data reveal that roving substantially increases the number of reference encounters. In addition, her data sheds light on students’ struggles with common, productivity software, academic packages and malfunctioning hardware. More importantly, these findings show that roving reference data identify problems that librarians, as stakeholders, can solve.

Roving reference in a community college information commons brings students in one library into sharper focus. Roving reference increases the number of reference encounters and the reach of reference service. It also exposes a use-based digital divide that calls for collaboration in the long run and increased point-of-need service immediately.

Even data that points to digital divides, hardware issues or other shortcomings and offers empirical evidence of problems for which library staff, unlike student workers, can find long-term solutions. This study shows that it is possible to gather rich and extensive data with minimal personnel and off-the-shelf software.

A college degree is vital to social mobility and easing inequality. Fluency with academic technology and information is necessary for completing college. Roving reference means more opportunities to teach information and computer fluency at point of need and more opportunities for librarian stakeholders to find and remove obstacles to student learning.

This is one of the few, recent studies, autoethnographic or otherwise, on roving reference in a community college library’s information commons.

The Need for Reference Desk Orientation. The literature on training in libraries is concerned for the most part with educating paraprofessionals to perform professional tasks, training student workers to perform basic functions, and updating librarians' skills with the advent of new technologies. Very little has been published on the process of initiating newly hired or reassigned librarians into the rigors of formal reference desk service. The need for training geared specifically to reference desk work has been documented. Evidently such training must be taking place. But the specific details of what comprises such training apparently remain as in‐house publications.

Communication between reference librarians is vital for the provision of enhanced reference services. This article discusses the creation and application of three Web‐based tools that allow librarians to offer quick answers to questions posed on the library’s e‐mail reference service, to easily share news and ideas with each other between reference desk shifts, and to be actively involved in the scheduling of reference desk shifts.

“Human service is a fundamental concept in librarianship, and the essential role of reference librarians is to connect people with the information they want,” wrote Jennifer Mendelsohn in 1994. To further this connection, librarians have suggested looking for, and have often actively sought out, patrons before they approach the reference or information desk, yet our image of the roving reference encounter remains sketchy. This picture ranges from that of a harried, overworked professional dispensing inadequate service to a multitude of users, to a librarian effectively extending a hand to the three‐fifths to two‐thirds of all users who would not otherwise request assistance. The picture one sees depends on one's individual work preference. Such conflicting mental pictures lead to round after round of endless debate.

The purpose of this paper is to provide an in‐depth discussion of reference tools in the virtual world of Second Life.

A description is given of the scripted functions employed by the author, a community virtual library reference desk volunteer of three years.

The paper finds that each tool can meet the information needs of community virtual library patrons.

The paper reveals that reference desk tool programs that run in the virtual world have implications for real world reference desks of the future.

The case study in this chapter describes the planning and implementation of a single service desk or “one desk” model, merging the circulation and reference desks at a large academic library. The transition to a single service desk model was proposed as a way to utilize library staff more efficiently and effectively. The project included a literature review, interviews with libraries that had recently moved to a one-desk model, and a recommendation that included a method as well as timeline for implementation. As a result of the recommendation, three committees were formed to lead the transition, each with representation from both the circulation and reference departments. One committee oversaw the physical implementation and assessment, while the second committee created training program for all staff teaching core competencies for both reference and circulation. The third committee recruited student peer research leaders as part of a pilot program for student assistants. Through the implementation process, the chairs of the three committees concluded that implementing a single service desk involved much more than just moving furniture and relocating equipment. Combining two departments with distinct organizational cultures was the key to making the transition successful. The details of the implementation can be used as a model for other libraries of any type contemplating a similar transition.

The purpose of this study is to determine how undergraduate students search in the context of a library instruction session. The results of an assessment of transaction logs are shared to provide evidence of student search behavior within a class setting.

Transaction logs from 29 library instruction sessions using the library’s federated search tool were analyzed. Using a rubric, the authors assessed the logs to discover if students followed the instruction provided to construct more relevant, targeted searches, if they selected recommended resources and if they exhibited persistence in their searching.

The study found most students had difficulty translating instruction on how to use quotation marks into their own searches, were mostly successful when choosing a database and notes varying participation patterns in classes taught at different times.

Implications of this study include greater awareness of student search behaviors during library instruction sessions as well as guidance for providing reference services, particularly virtual reference where it is not possible to see how students construct searches.

Although there have been studies of student search behaviors, examining behaviors during the context of a library instruction session is unique. This study provides an opportunity to observe student searching in a classroom setting and provides recommendations for more effective library instruction, both in the classroom and at the reference desk.

It is reasonable to assume the existence of a new “dynamic” that influences how to measure reference services in libraries and how we evaluate the reference librarians who provide those services. Traditional, face-to-face delivery of reference services is reported to be declining, and there is myriad evidence, albeit largely uncollated and little evaluated, which suggests reference librarians are delivering significant and increasing amounts of the services they render in network environments. These trends raise questions, in turn, about how well we understand the current state of affairs in reference services, particularly where the management and evaluation of reference services in network environments are concerned.

The purpose of this study is to investigate relevant circumstances and conditions bearing – directly and indirectly – on changes in the nature, form, substance, and effects of reference services – through the reference librarian experience. Specifically, this attitudinal study will account for and assess changes in reference services (in the context of a medium-sized private university with a national reputation for successfully integrating information technologies into the educational process), with the further aim of developing an understanding of how to capture statistics and evaluate reference services and personnel in this dynamic environment. Reference librarians at a second mid-sized public university library were also interviewed for comparative data analysis in this study. Select portions of this paper have appeared in other publications in shorter, focused, introductory articles.

The authors discuss the challenges and successes in implementing a peer reference service model in a community college library.

The authors present a case study about the development of a peer reference service at a community college library. The article includes a chronological overview of the program, a brief literature review, the authors’ own observations, interviews with student employees, comments from librarians working with the students and reference service data. They reviewed local reference service data, conducted a limited review of the literature, interviewed librarians at a university with a peer reference assistance program and incorporated their own observations to create the Pellissippi Ambassadors for Library Success program.

Findings suggest that peer reference services benefit student employees, student researchers and librarians.

The article does not include a comprehensive literature review.

The study discusses peer reference services in a community college library setting and can be of use to librarians implementing peer reference services.

This study aims to describe reference service activity within a learning commons at a large research university. The researchers tested several reference models in order to explore new ways of providing research support to their patrons within the electronic library. The aim was to discover student responses to different models and to investigate patron need of, and desire for, research support at the learning commons.

The researchers combined measurements of type and frequency of reference traffic both in person and through their online chat reference service. They also gathered quantitative and qualitative information during the reference model experiments and through a survey of patrons in order to discover patron use of, and thoughts concerning, reference service in the electronic library.

Results from reference model experiments and a survey of patrons show that there is indeed an audience for research assistance in the electronic library and that in‐person research support is the preferred method of service. To keep pace with student needs, the researchers will continue to experiment with reference models that support in‐person research assistance beyond the traditional reference desk.

The researchers provide examples and guidelines for introducing new reference services in a learning commons environment and suggest ideas for further experimentation with reference models in a predominantly electronic environment.

The results of this study will be of interest to academic librarians, especially those who have or are planning a learning commons. This research is also of interest to those studying student research behavior and attitudes towards library collections and services. Because this learning commons is a unique environment as a stand‐alone electronic library, computing, and classroom space, this study makes an original contribution to the literature. As planners of learning commons explore models that move away from the traditional library, this study will inform the possible implications of new designs for reference service.