Reference service remains a core function of modern libraries. However, how and where we provide assistance has evolved with changing technologies and the shifting habits and preferences of our users. One way libraries can provide the on-demand, in-person assistance while managing and developing new services and resources that will benefit current and future users is to reconsider how their reference points and services are staffed and adopt a staff-based reference model.
The authors, staff members at Eastern Michigan University, chose to address this by implementing an inclusive reference model in which staff and student assistants are trained to answer certain levels of reference questions while working at the reference desk and at other service points. The result was that librarians became more available to work with students who needed in-depth assistance and users were able to get simple questions answered throughout the library. Similar training for all staff and student assistants who work in the library results in better service, more accurate answers, and improved interdepartmental communication.

In Implementing an Inclusive Staffing Model for Today's Reference Services, they describe step-by-step how to transition from the traditional librarian-staffed reference desk to an inclusive reference model where non-MLS personnel are equipped and empowered to answer reference questions wherever these questions might be asked. Users ask questions of staff at all service points, not just at the Reference Desk. It is vitally important that those who work at circulation, periodicals, maps, archives and other public service points be trained in how to answer certain reference questions. When this is accomplished, users who have simple questions will not have to make useless treks to the Reference Desk.
Topics covered include:

Recognizing that nearly all staff answer reference questions, but few are trained to do sodocumenting the necessity for a change in reference modelgaining buy-in from all interested parties—librarians, non-MLS staff, and administratorsdetermining the optimal staffing levelcreating training materials and schedulesmonitoring the quality of reference service supervising staffevaluating the new model using multiple methods
Additionally, each chapter contains practical resources such as checklists, forms, and sample materials, and other usable features to support readers as they implement the inclusive reference model.

The book describes in detail the process of transforming traditional reference into a model that transcends departmental and job title boundaries, is focused on the user, and allows librarians to better utilize their time and talents, and include non-professional staff in their reference services.

Chapter 1. The Changed Reference Environment
Changes Through History
Fewer and Different Questions at the Desk
Evolving Responsibilities of Academic Reference Librarians
New Models of Reference Service
References

Chapter 2. Why Do We Need to Change Anything?
Gathering Information about Reference Questions Asked in the Library
The Project Group
Collecting Data
Step 1: Decide What Data to Collect
Step 2: Decide Who Will Collect Data
Step 3: Decide When to Collect the Data (and for How Ling)
Step 4: Determine How to Record the Data
Google Docs
Libstats
LibAnswers
Pen-and-Paper Method
Step 5: Collecting Reference Question Data
Classifying Questions
Step 1: Select a Reference Question Classification System
The Katz Classification
The Warner Model
The READ Scale
Pros and Cons of Classification Systems
Step 2: Code the Questions
Step 3: Compile the Coding Results
Step 4: Finalize the Question Coding
Preparing the Data for Presentation
Step 1: Decide What Data to Present
Step 2: Put the Data in Tabular Form
Step 3: Determine What Types of Charts to Use
Step 4: Create the Charts
Key Points
References

Chapter 3. Getting Buy-In: Setting the Stage for Change
The Stage for Change
Resistance to Change
Strategy for Change
Getting Others on Board
Administration
Librarians
Supervisors
Staff
Other Departments
Faculty (for Academic Libraries)
Key Points
References

Chapter 4. Can You Help Me?
Preparing All Library Employees o Assist Library Users
Determining Reference Expectations of All Library Employees
Frequently Asked Directional/Informational Questions
How to Make a Referral
Locations and Functions of the Public Service Points
Customer Service Behavior
Other Knowledge or Skills
Library Signage
Planning the Training Sessions
Reviewing a Sample Training Session
Introductions
Expectations – What is Changing and Why
Answering the Most Frequently Asked Directional and Informational Questions
Making Referrals
Sample Referral Scenario 1
Sample Referral Scenario 2
Learning Locations and Services
Providing Good Customer Service
Scenario Walkthroughs
Sample Scenario 1
Sample Scenario 2
Sample Scenario 3
Sample Scenario 4
Question-and-Answer Period
Post-Session Follow-Up
Key Points

Chapter 5. Selecting and Training Staff to Work at the Reference Desk
Matching the Right People with the Reference Desk
Methods for Gauging Both Interest and Aptitude
A Timeline for Implementation of the Inclusive Reference Model
Determining What Staff at the Reference Desk Need to Know
Additional Referral Training/Desk Orientation
Developing Training Manuals
Developing Training Modules/Exercises
Key Points

Chapter 6. “What Needs to Change Now?” Evaluating the Inclusive Staffing Model
Initial Considerations
What to Evaluate
Training
Procedures
Effectiveness
Performance
When to Evaluate
Who to Evaluate
What are the Ethical Considerations?
Evaluation Methods
Surveys
Focus Groups and Interviews
Observation
Planning the Evaluation Project
Step 1: Expand Reference Project Group Membership
Step 2: Determine the Evaluation Methods
Step 3: Create “Task and Timelines” Documents
Case Study of an Evaluation Plan
Sharing the Evaluation Results
Written Final Report
In-person Presentations
Key Points
References

Chapter 7. So, What Have the Librarians Been Up To?
Addressing Skepticism
The New Reference Librarian
Technology and the New Reference Librarian
Collection Development
Information Literacy
Marketing and Outreach
Additional Areas of Expansion
Key Points
References

Chapter 8. Managing the New Model for Long-Term Success
Integrating the Inclusive Staffing Model into Library Personnel Policies
Defining Reference Coordinator Responsibilities
Communicating with Staff
Individual Check-ins
Meetings
E-mails
Electronic Bulletin Boards
Communicating with Non-Reference Staff
Providing On-going Training
Training Needs of Reference Desk Staff
Training Needs of Non-Reference Staff
Assessing Staff Performance
Assessing Reference Staff
Assessing Non-Reference Staff
Showing Appreciation to Staff
Key Points

Chapter 9. Reference: What Does the Future Bring?
The Ever Evolving Needs of Library Users
The Ever Evolving Landscape of Reference Services
The Future of Staff Involvement
The Enduring Spirit of Reference
Reference

Index
About the Authors