Alienation, acceptance, or ambiguity?: A qualitative assessment of library staff and faculty perceptions of reference service change.
This study focuses on the perspectives of library staff at a medium-sized academic library who directly participated in the restructuring of reference and information services from a “just-in-case” reference model (defined as librarians sitting at a traditional reference desk waiting for questions) to a “just-in-time” model (librarians only called upon to answer in-depth research questions on an as-needed basis), with the additional creation of an IT help desk. Solicited through a qualitative assessment one year after the implementation of the new service structure, library staff reaction could only be described as ambivalent and evolving.
Purdue University Press
Sansolo, M. & van Beynen, K. (2014). Alienation, acceptance, or ambiguity?: A qualitative assessment of library staff and faculty perceptions of reference service change. In D. Tyckoson & J. Dove (Eds.), Reimagining Reference in the 21st Century. (pp. 163-172) West Lafayette, Indiana: Purdue University Press
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