Exploration of reference models in a public university system

Purpose This study aims to investigate the reference and public service models used at academic libraries in the California State University system. Design/methodology/approach This exploratory study used a qualitative mixed methods design with an online survey and follow-up interviews with public services librarians. Findings The majority of the libraries in this study continue to use a traditional reference model with a physical desk staffed by librarians. Some libraries have moved to tiered or on-call reference using students and staff to triage patron questions. The majority of libraries' public service points also follow a traditional configuration with separate service points for reference and other library public services. Originality/value This study is one of the few to investigate multiple academic libraries' approaches to reference and public services in the research literature. As such, it addresses a gap in the literature that case studies alone cannot fill.