Tiered Reference Project:
Library Staff Members and
Professional Librarians in Pursuit of
Excellence
Shahla Bahavar, Ph.D.
Assistant Reference Coordinator, USC Libraries
Sophie Lesinska, Ph.D.
Reference/Instruction Librarian, USC Libraries
Tiered Reference: Definition
Tiered reference provides a structure for
resolving reference questions efficiently while
maintaining high quality service for all variety
of inquiries. The idea of referral is central to a
tiered reference philosophy. Tiered reference
training provides baseline knowledge in
resources and gives reference providers the
skills they need to identify when, where and
how to refer questions.
Tiered Reference: Definition
Tiered reference provides a structure for
resolving reference questions efficiently while
maintaining high quality service for all variety
of inquiries. The idea of referral is central to a
tiered reference philosophy. Tiered reference
training provides baseline knowledge in
resources and gives reference providers the
skills they need to identify when, where and
how to refer questions.
Historical and Institutional
Context
• Nearly twenty branch libraries/service points on
USC main campus: different practices and
cultures
• Realignment of the USC library system in 2003
launches efforts to assure that all service points
adhere to a shared set of customer service
values and practices
• Three Interdisciplinary Research Centers with
corresponding Teams created: Arts and
Humanities, Science and Engineering, Social
Sciences
Tiered Reference Project:
Goals
• To involve staff and students in providing
reference services
• To create structured reference training with
shared learning outcomes for the entire
library system
• To assure the high quality of information and
reference services offered at all service points
Leavey Library Information Commons:
A Model of Tiered Service
• Since 1994 USC has offered high quality
tiered reference services in Leavey Library
Information Commons
• Unique training program designed by Shahla
Bahavar, USC Libraries Assistant Reference
Coordinator
• Student Navigation Assistants, Information
Commons Staff, Research Librarians
Reference Tiers
Specialized consultations
Advanced reference questions
Basic reference questions,
directional questions,
computing questions
Tiered Reference
Project Team
• Formed 2004
• Membership: USC Libraries Reference
Coordinator, USC Libraries Assistant Coordinator,
three reference librarians representing three
different Interdisciplinary teams, three staff
members
• In 2005 new staff members and librarians recruited
• Mandate: create structured Tiered Reference
training
Module 1:
Baseline Knowledge
of Public Services
Online Tutorials:
• USC Web Overview
• Advanced HOMER (USC
online catalog)
• Scholars Portal (USC
federated search tool)
• Referrals
• Implementation: Spring
2005
• Six in-person sessions
• Over fifty attendees
• Currently library
managers include
tutorials as required
student training material
Tutorials on USC Libraries
Reference Web
http://www.usc.edu/isd/libraries/about/reference/
Module 2:
Baseline Knowledge
of Reference Services
Online tutorials
• Reference Interview
(digital movie to be soon • 5 in-person sessions
uploaded to USC
• 94 attendees
Libraries Reference
Web)
• Interpreting Citations
(online tutorial)
Module 3: Baseline Knowledge of USC
Electronic Resources
Module 3:
Baseline Knowledge of Electronic
Resources
• Online Reference Resources
• Full-text Resources
• Searching Databases
• Finding Dissertations
Training Assessment
The online survey’s goal is to improve the Tiered Reference
training program and recommend changes for the further training
sessions.
Survey Sections:
•I. Reference Training: General Orientation
•II. Reference Training: Reference Interview, Referral Process
•III. Reference Training: Electronic Resources, Online Catalogs
•IV. What method of training would work the best for you?
Available in Spring 2006
Lessons Learned
•
•
•
•
Tutorial Software: Viewlet, Camtasia
Tracking student progress: online tests
Recruiting student workers as a film crew
Gaining institutional buy-in: rotating
membership, in-person classes, gathering
feedback
• Result: staff empowerment, improvement of
customer service and motivation
Module 4:
Key Specialized Resources
• Subject specialists currently experiment
with tutorial software
• The project is gaining institutional buy-in