By Paul Duckworth, MLS
Imagine you are a customer service librarian being forced to choose just three reference tools out of your entire reference collection and discard the rest. What would they be? Librarians and grad students used to mull over questions like this while hobnobbing at conferences or gathering in coffee shops. But what was once a philosophical reflection about the most valuable reference books (with the assumption being that of course every library needs them), has become a much simpler and more realistic question: “Does anyone care about reference collections anymore?”
It’s 2018. What three tools would any good customer service librarian choose to keep?
- The Internet
- A good search engine
- A smartphone
No, you’re right, they aren’t books, but you have to admit that they are indispensable. Goodbye Encyclopedia Britannica, farewell World Almanac, adiós Famous First Facts. Full disclosure: I got my start in the reference department of a large public library, using standards such as The Reader’s Guide to Periodical Literature, The United States Government Manual, and Bartlett’s Familiar Quotations. I cut my eyeteeth on them. I fell in love with many, many reference titles and I could not stifle my affection. I loved those musty tomes passionately.
Today it’s a different world—one with different patrons, who have different needs and are asking different questions. About the only thing a reference collection gives me today is warm fuzzies. OK, I am exaggerating…somewhat. Yes, there are some valid exceptions. But let’s look at what’s happening across the country.
Kyle King, at the North Independence branch of Mid-Continent Public Library (Independence, Mo.), works in the district’s reference center. Since he started there 10 years ago, the collection has shrunk from 38,000 volumes to 18,000. He says the nature of the questions he receives has changed. A lot of what used to be ready reference is now solved by patrons themselves who hop onto a search engine for answers. The library has become an educator in information literacy and is taking a major stance as a resource for mastering digital technologies. He notes, “Twenty-five years ago, questions were informational, but now they involve demonstrating skills. For a car repair question, we handed the customer a manual rather than joining them under the hood. Today, though, we do hands-on demos of using email, navigating websites, and filling out forms.” The print reference collection still receives some use, especially in areas where no equivalent online tool is available for free or a reasonable price, such as collectibles, legal materials, building codes, and style manuals. Many reference books have been moved to the circulating collection, and some reference books are occasionally sent to another branch for a patron to use.
Kathi Woodward, Reference Department manager at Springfield-Greene County Library (Mo.), is a relative newcomer to the profession, having started in 2012 after more than two decades in the world of bookstores. During her six years as manager, the reference collection has decreased to half its size. She has retained some print materials because there is no comparable or affordable online equivalent, such as various medical reference titles, collectibles, and Jane’s All the World’s Aircraft. Woodward agrees that the nature of the questions has changed and there is considerable focus on technology, job applications, IRS, and “How do I…?” queries. However, the homework question—that old familiar friend of ours—still crops up often.
For Ben Lathrop, Information and Reference Department Manager for the Public Library of Cincinnati and Hamilton County, one challenge is the size of the reference collection. The library weeds based on condition only. Two floors of its main library—closed to the public—house large numbers of nonfiction and reference volumes. Lathrop has pulled together a collection of approximately 1,000 volumes located adjacent to reference staff for quick, daily use. In his 12 years with the library, some types of questions have largely disappeared, with library users now asking Siri, Alexa, and Google Assistant instead of librarians or their friends. Some customers, though, still ask the library for phone numbers, addresses, and such. While encyclopedias and atlases sit unused, building codes, price guides for antiques and collectibles, and a few titles such as Corporate Affiliations Directory remain invaluable. In many cases, the library allows reference titles to be checked out. Lathrop noted that reference librarians used to practice the “teach a person to fish” approach by helping customers use reference books, but that today they’re doing the opposite: answering the question directly without going into teaching mode.
In early 2016, Jessica Parij, Manager of Adult Services at Rochester Hills Public Library (Mich.), posed this question to ALA’s Think Tank Facebook Group : “What’s your print reference section look like nowadays? Still big? Small? Interfiled? Gone completely?” With close to 40 comments, the most common responses were:
- Heavily weeded
- Getting smaller
- Moving to circulating collection
- Replaced by online resources
- Sad but tossing the outdated and unused books
These individual comments are particularly noteworthy:
- “I’m about to decimate mine.”
- “I just discarded three quarters of mine.”
- “Gone. A few ready ref at the desk but other than that, all gone!”
Andy Woodworth, manager of reference and adult services at Cherry Hill Public Library (N.J.), a 2010 Library Journal Mover & Shaker, is author of the blog Agnostic, Maybe: the Neverending Reference Interview of Life. Woodworth offered what is perhaps the best response to this post’s featured question in the article he wrote for INALJ (the website formerly known as I Need a Library Job). In the entry titled “Reference Isn’t Dead, Just Different,” Andy says, “I turn downright ornery towards the physical reference collection as a continuing concept that libraries should embrace…. (After weeding the reference collection) I am presently looking at a leaner, meaner physical collection that covers the topics better than their online counterparts.”
So it seems that after ruthless weeding and a focus on the immediate goal of meeting the needs of 2018 library users, those beloved reference books have been replaced by fast Internet, smart searching, and strong technology. The remaining titles have to earn their shelf space. So what should stay? The titles should be solid, dependable, reliable, easy to access, quicker than going online for an answer, and offer beautifully arranged, succinct answers to frequently asked questions. Simple, eh? To paraphrase a great Zen saying, “The way is easy, except for the picking and choosing.” I confess, it still pains me to discard a reference title I have long loved, but I can do it.
Nothing brings a smile to Paul Duckworth’s face quite like a good book, a long walk, and the unmatched beauty of country life. Click here for more.