Persistent Link:
http://hdl.handle.net/10150/271492
Title:
Staffing by Design: A Methodology for Staffing Reference
Author:
Ward, David; Phetteplace, Eric
Affiliation:
University of Illinois; Chesapeake College
Citation:
Ward, D., & Phetteplace, E. (2012). Staffing by Design: A Methodology for Staffing Reference. Public Services Quarterly, 8(3), 193-207.
Publisher:
Taylor & Francis
Journal:
Public Services Quarterly
Issue Date:
10-Aug-2012
URI:
http://hdl.handle.net/10150/271492
Abstract:
The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in person and virtual reference services adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type.
Type:
Article
Language:
en
Keywords:
reference; libraries; assessment
ISSN:
1522-8959

Full metadata record

DC FieldValue Language
dc.contributor.authorWard, Daviden_US
dc.contributor.authorPhetteplace, Ericen_US
dc.date.accessioned2013-03-07T23:34:04Z-
dc.date.available2013-03-07T23:34:04Z-
dc.date.issued2012-08-10-
dc.identifier.citationWard, D., & Phetteplace, E. (2012). Staffing by Design: A Methodology for Staffing Reference. Public Services Quarterly, 8(3), 193-207.en_US
dc.identifier.issn1522-8959-
dc.identifier.urihttp://hdl.handle.net/10150/271492-
dc.description.abstractThe growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in person and virtual reference services adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type.en_US
dc.language.isoenen_US
dc.publisherTaylor & Francisen_US
dc.subjectreferenceen_US
dc.subjectlibrariesen_US
dc.subjectassessmenten_US
dc.titleStaffing by Design: A Methodology for Staffing Referenceen_US
dc.typeArticleen_US
dc.contributor.departmentUniversity of Illinoisen_US
dc.contributor.departmentChesapeake Collegeen_US
dc.identifier.journalPublic Services Quarterlyen_US
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