This case study will be of interest to libraries considering a shift from traditional reference service to one that provides in-depth and personalized service, and provides a discussion of the choices made and issues considered from such a paradigm shift.
Eliminating traditional reference desk services requires careful analysis and planning, as well as adequate and ongoing training of desk staff on the frontlines of service. The study indicates that the new service model resulting in more in-depth, lengthy consultations will require librarians' expertise. The elimination of walk-in specialized reference assistance has not negatively impacted overall reference statistics, with some reference and instructional statistics actually improving. However, it concludes that each institution must balance its organizational needs with that of its customers when designing its future services.
Read the full text of the study here: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3193369/
Via Fe Angela M. Verzosa