Reference and Information Service Section Conference and Exhibition 6-8 September 1999, Sydney Hilton, Australia

Effective Reference Services: the Deakin University Library Solution.

As a result of client focus group research Deakin University Library reviewed its reference services in 1997. One of the main findings confirmed that many of the inquiries answered through the Information Desk were directional or simple to answer queries that did not require the services of a professional librarian. These findings resulted in a key recommendation to introduce an Inquiry Service Point where all initial user inquiries would be handled. The Information Desk would become the place for in-depth inquiries, training and research consultation. The paper reports on the effectiveness of this service model and its impact on the reference service offered by professional librarians.

Alex Leknius, Faculty Liaison Librarian - Business & Law & Sarah Hopkins, Faculty Liaison Librarian for the Faculty of Business and Law, Deakin University Library.