Two of the staff positions are in documents. Reference also has one FTE who barcodes individual issues of journals and deals with closed stacks. Regular reference staff handle the phone reference. If the reference personnel cannot answer the phone, it rolls over to a message about the hours and an e-mail address. Precedence is given to those who come in.
Staff handle questions received electronically.
They take turns a week at a time. They try to answer in 24 hrs. The reference desk is a low structure so that both the patron and the reference person sit down. This service only started last fall. Emory makes a paper photocopy for every scanned article.