A living network supports reference on-the-go

At Virginia Tech, as at other academic libraries, reference services have undergone significant changes in the range of services offered, the technology used, and the personnel and models used in providing reference and research support. Many reference librarians who anchored service desks have been drawn to other roles more closely tied to researchers in disciplinary areas. As a result, a new cadre of reference personnel that may not have the disciplinary background, but possesses other proficiencies have taken command at reference service points. These service points are catering to patrons in person, via live chat, via text, telephone, etc. In this environment, the missing piece has been the ability for the person servicing the reference desk to get real-time input from subject experts at the point of assisting users. At Virginia Tech, we have employed the use of Voxer PTT (http://voxer.com/index.html) to create a living network of experts who can be reached to provide instant input into the research support processes taking place at reference desks. This strategy of using a living network of subject/disciplinary experts has the following benefits: • Users can be assisted at the reference point without being ping-ponged from one location to another. The living network takes care of delivering the right experts to the patron. • Walk-in users do not have to set up an appointment to return when subject experts are not immediately available. As noted anecdotally, college students don’t usually return if asked to come back later when the subject expert is available. • This network provides optimal subject/disciplinary expertise in assisting patrons. • Experts can provide their input while on-the-go. • Some experts have availed themselves for evening and weekend hours when most student employees service the reference desk, thus providing an opportunity for strong back-up and additional expert support.