The Roving - I would be pleased to know whom to dents or faculty "if they are finding what ask if I do have questions in the future. they need," rather than waiting for them By Brad Dennis, Assistant Professor & But in these instances, I'm talking to approach the with a Librarian, Education about matching a specific product to a question. The data that are being com­ specific need or interest. When asking the piled from this survey should indicate [Bradford W. Dennis came to WMU in mid- same question of a service provider such where users prefer reference service pro­ 2002 as "one of our own" since he had earned as a librarian, information, or media spe­ vided, i.e., at a reference desk, e-mail, chat his B.A. in History, cum laude, in 1990 from cialist, a different set of factors comes into reference (an interactive, online service), WMU along with a Michigan Provisional play. are not marketing a manu­ or by a librarian who approaches the user Teaching Certificate. In the next decade, he factured product such as a new car or and assists the user where he or she is gained a breadth of experiences in college and type of food. They are providing a special working within the library. The data, secondary teaching, Waldo Library reference, service to users who are searching for when analyzed, should tell us if any the Libraries' , and, after information or answers to particular library users find roving intru­ 1994, as a reference librarian at the Kent questions. Regardless, what kind of and sive, bothersome, or not helpful in any District Library in Wyoming MI. By 2000, he how much service is needed to "help the way. We should also learn if users prefer had also completed the Library and Infor­ patron" is not clear in many libraries and librarians to "rove" within particular mation Science master's program offered by information centers of the 21st century. locations, as, for example, only in areas Wayne State University while honing his The bottom line questions include: close to a reference desk or, more skills as a computer and media services expert. • Do library patrons prefer to be "left widespread, such as where pods of termi­ As Education Librarian, he is now the liaison alone" until they have a question? nals are located throughout the building or area. with the departments of Educational Studies; • Would users appreciate a librarian Health, Physical Education and Recreation; The study was conducted during one "roving" throughout the library asking, week periods in the Fall 2003 semester and Teaching, Learning and Leadership, and "Are you finding what you need?" provides reference service to all users of the and the Spring 2004 semester when a sur­ Education Library.] • Would patrons visit the library more vey was individually administered to a often if they knew a "roving reference" sample of 713 WMU undergraduate and hat do you do when you need librarian would be available to help them? graduate students, staff, and faculty par­ help finding something in big To answer these and related questions, ticipants. I attempted to obtain a univer­ W room or building full of mer­ I began, in the summer of 2003, to design sal sample by handing out surveys to chandise? Do you wander aimlessly and implement a research study to be every individual working in the Libraries about looking for signs that will give you conducted in the WMU Libraries. (excluding the Libraries' faculty, staff, some clues as to location of particular and custodians) within a given time The Study period. Various users at different loca­ items? Do you look for someone to help In order to serve the students, faculty, you or try to find an information kiosk or tions in Waldo Library, the Education and staff of the University more effec­ Library, the Music and Dance Library, the courtesy desk? Do you frequent places tively, we need to learn more about the that provide excellent customer service or and Regional History Collec­ types of service that users prefer. More tions, and the Visual Resources Library places that make help readily available by specifically, the proposed research study "roving" personnel who walk around the were surveyed using an Human Subjects involved a type of proactive user service Institutional Research Board approved establishment asking "Are you finding called "roving reference." The idea what you need?" questionnaire. The survey consisted of behind roving reference is that the librar­ sixteen questions that asked demographic My own choice of help varies. When ian walks around the library and asks stu- shopping for home im­ information and information about the provement supplies, I nor­ participants' reference ser­ mally frequent hardware vice preferences. Five hun­ stores that provide knowl­ dred surveys were returned edgeable staff walking of the 713 given out, thus around the store answering achieving a return rate of home improvement ques­ 70.12%. At the present time, tions. However, when I am using the Statistical shopping for · clothing or Package for the Social other apparel, once I find Sciences to analyze the data the men's clothing section, I and determine the correla­ prefer to be left alone until I tion among variab~es. have looked around, exam­ Hypotheses & Probable ined some choices, and Conclusions have a specific question­ The literature indicates perhaps about colors or that there are good reasons sizes. I will then look for an why roving reference associate who will be able should be an integral part to answer my question. At of any proactive reference the same time, if someone service provided to a group were to ask me a slightly of library users. Roving ref­ different kind of question, erence: "Are you finding what you need?" - without intruding Continued on page 4

FRIENDS OF THE UNIVERSITY LIBRARIES Page 3 The Roving Librarian unfriendly, desk-bound librarian who is WMU Digitization Center more interested in keeping the library Continued from page 3 quiet than in assisting the users. Roving Continued from page 5 reference also provides an opportunity to • is user or person-centered not desk • Historical materials for the Niles discover what types of problems students or place oriented; library centennial celebration (Niles and other users are having. Studies have District Library); • increases the number, quality, and also shown that by the time a question sophistication of questions asked since a reaches the reference desk, it is, more • A large regional obituary collection search is already in progress that is not often than not, only a directional or loca­ covering a five county area (Van Buren working; tional question. If we ask, "Are you find­ District Library, Decatur); • provides us with an opportunity to ing what you need?" earlier in the search • A regional history photography teach or instruct customers at the point of process, we may be able to help our cus­ collection (Cass District Library, need; tomers with a more difficult question and, Cassopolis); in turn, create more value in our service. • allows us to monitor how resources • Selections from a late 19th century We also discover if the Libraries' Web are used from the unique perspective of newspaper (Thornapple Kellogg School pages are as clear as we thought they the user; and and Community Library, Middleville); might be, and if our site language is help­ • A collection of aerial photographs of • shows librarians as available, ful or confusing as the user navigates our west Michigan (Portage District Library); approachable, and helpful. home pages. and We know from current studies and Roving has been shown to be a highly • The history of a paper industry older studies dating back to the 1970s that productive technique that can also be "company town" (Parchment Community about 40% of the customers in any library applied to the classroom. Much of our Library). have·a question, but are unwilling to ask bibliographic instruction is taught to mul­ for assistance. Part of this reluctance to tiple students during a single, introduc­ In addition, as noted earlier, the ask a question has to do with customers tory session. I normally conduct an Digitization Center is also intended as a not wanting to interrupt a librarian who interactive presentation in which library special service to support research at the looks busy and/or unapproachable, or is tools such as the and a University. The Ward Morgan Photo­ hidden behind a desk in a spotlighted journal index are introduced and then the graph Collection that was described in area. Others feel that their question is students practice what they have just the last issue of Gatherings is being digi­ "too simple, obvious, or otherwise not learned. Typical sessions are between one tized for The Making of Modern Michigan worthy" of an answer. Some, sad to say, half hour to one hour and fifteen minutes (MMM). Many of its 26,000 images are have had bad experiences with librarians depending on the class. Because of this being scanned through the Regional in the past. Moreover, some users simply time limitation, interactive, individual Digitization Center. Newly added to the don't know how to ask the question and feedback is not always possible with collections that will be available in the don't want to appear dumb. The bottom every student. online image database are parts of the line is that walking up to most service However, I have taught many two to Caroline Bartlett Crane collection, a points in libraries takes more than a mod­ three hour research methods courses in notable woman activist of the 1800s, from icum of assertive behavior. which the instructor and I help students the WMU Archives and Regional History From experience, I have readily begin research on their topic after the Collections. In addition, the Special observed that students and other users presentation. The instructor and I Collections department of the University generally "love it" when librarians walk "rove" around the classroom and help Libraries is making high resolution digi­ around and help them at the point of students individually. This is extremely tial files of rare books useful for research. need. In fact, after answering one per­ productive and the students learn how to The initiative includes a book from 1567 son's question, it is often the case that conduct research at the point of need. and one in which the first printing of Old several others ask for help because you This is very similar to a roving reference English appears. This effort will initiate a have just physically demonstrated that transaction because the motivation to long-term collaborative project contribut­ you are interested in helping them find learn how to conduct research and how to ing to research in Medieval Studies. what they are seeking. Even if a person use the information is present. That is In brief, the WMU Regional Digitiza­ does not need assistance at the time, you why librarians at Western Michigan tion Center is organized to serve two have just broken the "body language bar­ University highly recommend that the major purposes: the University'S research rier" and identified yourself as a helpful instruction occur in coordination with an mission and The Making of Modern librarian. This person will seek you out if assignment. There is then a reason for Michigan. The digitized collections are he / she has a question later. As studies the student to put the instruction to scheduled to be available online begin­ have shown, many users relate best to practice. ning in the summer of this year, 2004. someone of their own sex, cultural As thousands of students and other Further information can be provided by appearance, age, and other factors that users access our University Libraries, we the Manager of the Digitization Center, are perceived as welcoming. However, want to ensure that our "wealth of Lou Ann Morgan, at 269 387-5093. Key when the librarian of any age or appear­ resources" isn't lost to those who enter Web sites for the digitization projects are: ance comes to you, most users are open to our physical and electronic doors. "Where • WMU Libraries digitization Web site: asking for help. is it?" needs to become an historical http://www.wmich.edu/library / digi/ phrase as our library faculty and staff The bottom line is that roving reference • Equipment/ systems list: http:/ / reach out physically and intellectually to could be a powerful means by which to www.wmich.edu/library / digi/ equip / improve the image of the library itself. patrons far from our service desks. Our • The Making of Modern Michigan Web Roving referen~~ should break down the motto for the future may well be "To rove site: http://mmm.lib.msu.edu/ old (and new) stereotype of the is to respond; to reach out is to serve."

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