Reference @ the Metcalfe 9th May 2019

An unexpected theme emerged from the different speakers during the day. It began in the form of social justice issues and disappearing reference desks, promoted by Kate Adler and Ian Beilin, University librarians from the US who read sections of their newly published book – Reference librarianship and justice: History, practice and Praxis.


Kate Adler was particularly passionate about the lack of information access for low income families and incarcerated people. Ian Beilin frequently mentioned the pressure of ‘time constraints’ when assisting patrons and that he felt he had to keep reference enquiries brief. He also lamented the removal of their reference desk so they could ‘rove’, which had resulted in patrons less willing to ask for help. (They really dislike the use of “customer” rather than “patron”!)

The theme continued with the State Library’s provision of simple English Find Legal Answers toolkits– available to anyone who needs them; and the Collect, Connect, Community course that helps library staff connect their patrons to even more free online resources. Kathleen Alexander, Catherine Bryant and Andrea Curr presented (and they run the Collect, Connect, Community course). Find Legal Answers toolkits are available in all NSW libraries and apparently the majority of NSW prisons, the latter of which took a huge push from SLNSW to happen.

I found that the most interesting talk was regarding the 2018 survey of the Reference and Information Services Group. NSW public library staff answered questions exploring how their reference services were being provided. And while there were only 44 responses, (written and not simply “tick yes or no”) many were familiar whether positive or negative. (Reading some of the ‘no’ responses…Let’s just say I consider myself lucky that I work here). On a happier note, the theme of the day finally emerged: We tend to be a very helpful bunch! If you have time, have a scan through of the survey as ALL of the answers were kept.

We help A LOT - as our Enquiry Completion Rate data suggests. And to pinpoint exactly where this help is directed, Parramatta library’s Michael Doran (Information and Customer Services Librarian) created his own live spreadsheet for their main branch to fill out. The difference between Parra and the SLNSW data was that the former was based on many specific information requests (how do access my email? Where are the kids book? etc.), rather than being generalised. It sounds tedious and time consuming (I know), but if you’re interested, I’ll email you the presentation so you can see for yourself how it was all done. You may also find some of the results quite familiar.

I have left some smaller bits out – but the important things that relate to us are here!

Nicole Radinovic