My Time on the Reference Desk

Yesterday I sat down with a library staff member to observe for an hour at the reference desk of the Amon Carter Museum Library. The observation was very fruitful, as I learned about the many facets that constitute working the reference desk in the library.

First, staffing the reference desk in the library includes many different tasks. Of course, one does fulfill reference duties, which are top priority while working the reference desk, but a person staffing the reference desk is also responsible for observing patrons and protecting the artwork that is displayed in the library. Another responsibility reference desk staffers are charged with is to continue their normal duties if they are not fulfilling their reference duties. Meaning that they need to continue cataloging and circulation duties if they are not answering reference questions.

After a general demonstration of tasks associated with working the reference desk, I learned that the Carter library answers reference questions in three ways: through e-mail, phone, and in-person. The library also answers reference questions through postal mail, but this option is rarely used - the library might receive three questions through postal mail in a year. Most reference questions from the public are submitted to the library through phone calls, followed by email, and then in-person reference sessions. Museum staff members mostly submit their reference questions in-person, with a few phone and email questions submitted.

After giving me a rundown of the monthly reference statistics, I was then shown the steps taken to answer most reference questions. Many requests deal with information about a specific artist or artwork. If this is the case, the person working the reference desk generally will consult the bio files first. The bio files are simply a collection of ephemera about a specific artist. While the patron consults these items, the person working the reference desk then will consult the library catalog to see what items the library has about the topic. Before pulling books, the patron is consulted again to narrow their request a bit further, and then if they are needed, items are pulled from the stacks and brought to the reading room. A phone reference interview needs to be more specific, so that the resources can be pulled and consulted with the person on the phone. If the needed resources are found, they can be photocopied or scanned and emailed to the patron.

However, as a non-profit institution, staff members or volunteers of the Amon Carter are not allowed to value, or authenticate works of art. If a valuation or authentication request is made, the patron is referred to an appropriate appraiser or authenticator.

Overall, my time observing was very illuminating as to the multiple roles of working the reference desk. One does not simply answer patron questions - one also has a number of other responsibilities to manage. I look forward to observing again next week!