Over the last ten to twenty years, academic libraries have experimented with different reference services models (tiered service model, roving reference, etc.) and desk configurations (unified service point, separate desks, no desk at all). The goal has been to improve user experience while also using the librarian’s time more efficiently. But even when new ideas for services or physical spaces are implemented, some libraries still refer to these services and desks by an old name: “reference.”
We often talk about student-centered learning in our instruction, and we aim to design user-centered physical and virtual spaces. Which leads me to a key question: Is calling the reference service point a “reference desk” taking a user-centered approach? We have long been reminded that we should avoid using jargon when communicating with patrons, including on signage. I would argue that the term “reference” slips into jargon territory.
But what other word or phrase best communicates what we offer? Reference work has changed over the years, and we’re now spending very little time on basic questions and more time on helping users grapple with big ideas and concepts related to finding, using, and creating information. However, some users may not know that we can help them navigate the more complex stuff. The term “reference” doesn’t seem to communicate it very well, either.
