In the academic library that I chose to examine, finding the reference desk is no easy task for the unfamiliar patron. With three major entrances and six floors to navigate, this library is an epitome of what most libraries would strive to have: boundless space for patrons and a vast, growing collection. The patron, however, could easily take one glance at this gargantuan building and easily become overwhelmed, despite the services that this one building contains, such as being combined with financial aid, the information technology (IT) center, and areas to grab coffee and snacks. It is my hope that upon observing and engaging with the reference department that they will prove themselves to be helpful and accessible to patrons known and unknown.
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The other two-thirds may have been satisfied to an extent, but did not leave with the same amount of certainty that the others had. Likewise, one third of the patrons who visited the desk almost walked past it, despite the one sign that is propped up one of the pillars in front of the desk. Because of the location of the reference desk, the staff members should be engaging with patrons more as they approach the desk, as opposed to having their heads buried in their personal projects or cellphones. RUSA, the Reference and User Services Association, prioritizes that patrons should find the staff members of the reference desk to be approachable (Cassell and Hiremath, 2013, p. 11). If, like in the case of this library that the reference desk is not easily seen, then the reference department should take it upon themselves to search for patrons who may be looking for the desk. Likewise, once the patron arrives at the desk, the staff member or members should instantly recognize the presence of the patron and greet the patron …show more content…
What struck me as perplexing in my observation was that the staff members refused to step from behind the desk to show their patrons where they could find the resources needed at the reference desk. In a six storied academic library such as this one, this issue is problematic. It would be unexpected for a staff member to walk through the entire library with the patron, yet it does not seem ideal for the patron to be burdened with navigating a library that he or she may not be familiar with. In this particular library, there is a map that resides on the same floor of the library that would assist patrons in gaining more detailed directions. Would it be unreasonable for a staff member to walk the patron down the hall to the map? Because of the multiple work stations located behind the reference desk, it can be assumed that there will always be more than one staff member behind the desk. Saunders (2013), in her examination of the workings of the reference desk, touches on the idea that staff members may be trained to not leave the desk. (p.150). This would make more sense in a large academic library, such as this one, where it would be easy for patrons to arrive in
The other two-thirds may have been satisfied to an extent, but did not leave with the same amount of certainty that the others had. Likewise, one third of the patrons who visited the desk almost walked past it, despite the one sign that is propped up one of the pillars in front of the desk. Because of the location of the reference desk, the staff members should be engaging with patrons more as they approach the desk, as opposed to having their heads buried in their personal projects or cellphones. RUSA, the Reference and User Services Association, prioritizes that patrons should find the staff members of the reference desk to be approachable (Cassell and Hiremath, 2013, p. 11). If, like in the case of this library that the reference desk is not easily seen, then the reference department should take it upon themselves to search for patrons who may be looking for the desk. Likewise, once the patron arrives at the desk, the staff member or members should instantly recognize the presence of the patron and greet the patron …show more content…
What struck me as perplexing in my observation was that the staff members refused to step from behind the desk to show their patrons where they could find the resources needed at the reference desk. In a six storied academic library such as this one, this issue is problematic. It would be unexpected for a staff member to walk through the entire library with the patron, yet it does not seem ideal for the patron to be burdened with navigating a library that he or she may not be familiar with. In this particular library, there is a map that resides on the same floor of the library that would assist patrons in gaining more detailed directions. Would it be unreasonable for a staff member to walk the patron down the hall to the map? Because of the multiple work stations located behind the reference desk, it can be assumed that there will always be more than one staff member behind the desk. Saunders (2013), in her examination of the workings of the reference desk, touches on the idea that staff members may be trained to not leave the desk. (p.150). This would make more sense in a large academic library, such as this one, where it would be easy for patrons to arrive in