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dc.contributor.authorWard, Daviden_US
dc.contributor.authorPhetteplace, Ericen_US
dc.date.accessioned2013-03-07T23:34:04Z
dc.date.available2013-03-07T23:34:04Z
dc.date.issued2012-08-10
dc.identifier.citationWard, D., & Phetteplace, E. (2012). Staffing by Design: A Methodology for Staffing Reference. Public Services Quarterly, 8(3), 193-207.en_US
dc.identifier.issn1522-8959
dc.identifier.urihttp://hdl.handle.net/10150/271492
dc.description.abstractThe growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in person and virtual reference services adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type.
dc.language.isoenen_US
dc.publisherTaylor & Francisen_US
dc.subjectreferenceen_US
dc.subjectlibrariesen_US
dc.subjectassessmenten_US
dc.titleStaffing by Design: A Methodology for Staffing Referenceen_US
dc.typeArticleen_US
dc.contributor.departmentUniversity of Illinoisen_US
dc.contributor.departmentChesapeake Collegeen_US
dc.identifier.journalPublic Services Quarterlyen_US
refterms.dateFOA2018-07-15T03:38:33Z
html.description.abstractThe growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in person and virtual reference services adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type.


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