[Irtalk] Reflecting on Reference and Other Library User Support Services | Ithaka S+R

[Hilton Gibson]

For example, in our current research project on library organizational
structure, several library directors have mentioned what they see as an
important limitation of liaison models: that the library’s relationship
with a group of highly valued users is left in the hands of a single
individual.* When that individual leaves, there is no “understudy” to
maintain the relationship, while should the liaison underperform there is
limited transparency and accountability. * At the same time liaison roles
are being rethought to focus more on services and less on collecting and
selection. New models, often team-based, are emerging to provide research
support services in a more organizationally robust fashion.

http://www.sr.ithaka.org/blog/reflecting-on-reference-and-other-library-user-support-services/
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