Reference in Perpetual Beta - The Sonoma State University Experience
Description: Reference service at SSU has transitioned from a traditional reference desk, to co-locating with circulation, to what is now an on-call/roving service. Assessment of existing workflows began in Fall 2011 with a new Public Services Coordinator who then led a pilot study in Spring 2012. The study measured the effects of consolidating circulation and reference, and tested a roving reference program. Based on the results of the pilot and input from Library faculty and staff, the service became on-call in Fall 2012 and roving became more robust in Fall 2013. This tiered public services system is more seamless and creates a more flexible workflow. Assistance is always available, reference interactions have become more satisfying, and patrons receive help at the moment it is needed.