"IM Reference - Get Comfy," an advertisement for American University Bender Library's online help desk, accurately reflects how the Internet has impacted library research. Reference desks, referred to by The Chronicle of Higher Education as "the heart of the institution," are simply being revamped to accommodate an influx in new technology.
The reference desk at Bender Library has adapted its reference resources to meet this influx and is working to make the information found in its 1,034,684 volumes more readily available online.
According to the Association of Research Libraries, overall traffic at reference desks has "dropped off considerably, as much as 48 percent since 1991." Librarians are aware that the majority of people search online before ever setting foot in a library.
Michael Johnson, a freshman in the School of International Service, said he's never used the reference desk.
"I knew libraries had them, but the only time I've been to the library was to pick up a book that I ordered online," he said. "Otherwise I browse the scholarly journals, newspapers or magazines through ALADIN."
A survey conducted by Chip Nilges, the director of New Project Planning of the Online Computer Library Center, revealed that the majority of students, when asked how they got their information online, said they were at home or in their dorm. He offered no statistical data along with his claim.
Today's librarians are trying to stay a step ahead. As was demonstrated in the library's advertisement, "Get Comfy," instead of fruitlessly competing with new technologies, librarians are embracing them and using them as a tool to assist their patrons. As online traffic increases, more librarians go digital to meet people where they need them.
A modern service offered by the AU Library, according to Melissa Becher, a reference librarian and reference team leader at the Bender Library, is AskAULibrary, a "buddy" on AOL's Instant Messenger service, with whom students can chat about research questions. Another service is "Ask a Librarian," which allows students to contact AU librarians through e-mail, IM or per telephone - none of which require the student to actually be on campus.
Becher has worked at AU for 11 years but said she hasn't noticed a decrease in the number of students at the reference desk. She said she has seen a difference in the complexity of the questions asked.
"We used to offer people statistical information and answer basic search questions on books in the library," Becher said. "But people know the basics now, so when they come to us it's for something much more complex."
Stuart Feltis, a recent AU graduate, said he thinks the function of reference desks is becoming more obsolete. However, he said he also felt libraries shouldn't be completely computer-dependent.
"It is important to always have someone on hand to speak to and not be 100 percent dependent on computers," Feltis said.
