Reference at the commons: a case study

Purpose - This paper aims to examine whether relocating the reference desk closer to the main entrance has factored into increased reference activity at Regent University Library. Design/methodology/approach - Statistics from 1992/1993 through 2007/2008 were examined to see whether gate counts and questions asked went up, down or remained steady. Findings - Technology changes and user expectations have affected reference service at Regent University Library. Even though the number of patrons coming to the library has declined, the number of questions being asked through e-mail and the telephone has risen slightly. Librarians have also seen an increase in students making appointments for extended assistance. Research limitations/implications - This case study examines the decline in gate counts and reference activity at one academic library during a period of enrollment growth. Changes to the layout and location of the reference desk resulted in an increase of in-person reference transactions. Practical implications - Evaluation of usage statistics documents the strong correlation between library visits and reference transactions. Both of these figures have dropped significantly during the past decade, and only recently have shown increases. Following the relocation of the reference desk, the library recorded increases in total reference questions and in-person questions. There has been an increase in the proportion of questions received in-person at the new location. Originality/value - A case study covers the changing role of the reference desk at one academic library from a separate, free standing desk to a consolidated information commons model. Each stage in the development is discussed, with analysis of the impact on reference question activity and the effect of close proximity to the front door of the library.