Eresource helpdesk into virtual reference identifying core competencies

• Published in: Reference Services Review 2010, Vol.38 (3), p.347-359
• Main Authors: Resnick, Taryn, Ugaz, Ana, Burford, Nancy
• Format: Report
• Language: English
• Subjects: Academic libraries; Competences; Library users
• ISSN: 0090-7324
• DOI: 10.1108/00907321011070865

Purpose The purpose of this paper is to determine core competencies, for use as a foundation for staffing and training, and necessary to provide effective electronic resource ER access support. Designmethodologyapproach The authors analyzed 580 ER access problem reports in a large academic library system to measure the specific skills required for effective problem resolution. Problem reports were drawn equally from two different reporting systems one using web forms and email and the other featuring realtime user interaction. Findings Abilities fostered in reference work related to communication with users, staff, and vendors were by far the most crucial and highly used in successful problem solving, followed by the knowledge to make appropriate referrals within the organization. Research limitationsimplications Results reported are from one institution, albeit one which serves a very large user population with diverse information needs which provided a broad range of users and problem types. Practical implications Staffing for an access support service should draw upon employees whose skill set includes assisting users with more traditional information access, such as reference, as well as employees with expertise in areas such as licensing. Originalityvalue Resolving userreported online access issues is a missioncritical library service function. The paper offers an objective demonstration that the skills leading to success in access support are the same communication skills valued in reference services and that the mechanism used for providing a virtual reference service can also be used for handling useraccess problems. Identifying and ranking these skills provides structure and best practice standards for continuous training and staff assessment.