Reforming or Rejecting the Reference Desk: Conflict and Continuity in the Concept of Reference

Introduction At the 2007 ACRL National Conference in Baltimore, Maryland, perhaps no session generated more heated debate than one titled "The Reference Question-Where Has Reference Been? Where Is Reference Going?" The presenters-James Rettig, Jerry Campbell, William Miller, and Brian Mathews- offered their thoughts on reference, and then engaged the audience in a lively discussion. The presenters asked very pointed questions about the viability of "traditional" reference service based at the reference desk, particularly in an increasingly digital world. Several members of the audience spoke up to challenge the panel's perspectives and affirm the value of face-to-face, desk-based services. Carlson (2007) described the session as a clash between two competing visions of reference services. One vision of reference asserts that the era of the reference desk has ended, and that reference services need to be online or else risk being left behind. The other perspective champions face-to-face service, centered on the reference desk, and how it remains a key component of reference service, even in the 21st century. This article seeks to challenge the assertion that there are two camps with diametrically opposed views of reference, and trace the history of this discussion through the examination of the published literature. Although a number of articles over the years have identified themselves as anti- or proreference desk, a careful analysis of the literature reveals that many articles affirm the value of humanmediated reference that the earliest description of the reference ideal put forth. The key differences that can be seen in the literature center on the methods of reference service delivery, rather than on dramatically different ideas of what reference should be. Only three of the anti-reference desk articles cited here actually attempt to challenge the value of human interaction, and these will be examined in greater detail. This paper begins with a description of the origins of the traditional vision of reference, and then seeks to describe the origins of the current debate, which can be found in the reference reform movement. Through an analysis of the articles that emerged from the reference reform period, this paper demonstrates how much these pro- and anti-reference desk articles actually agree in their vision of reference, even as their methods for carrying it out may be somewhat different. Finally, the articles that critique the idea of human-mediated reference can be examined more closely, with special attention to the alternatives that they present. Traditional Vision of Reference No more complete definition of the concept of "traditional" reference can be found than the one in Samuel Green's work "Personal Relations between Librarians and Readers" from 1876. Green began his famous work with a seemingly contemporary account of what has come to be called library anxiety. He explained that many patrons entering a library will experience a certain degree of anxiety, and that librarians need to coax them to "say freely what they want" (p. 74). Green went on to give a variety of examples of the types of questions that a librarian working with patrons might encounter, and then he began to discuss the four key benefits that should result from librarians interacting with the public. The first that he listed is effective recommendation of resources, which stems from the cultivation of approachability by the librarian. The second is the librarian's ability to use reference questions to inform collection development. The effective marketing of the library to the community is the third element that emerges from interacting with patrons. Finally, the librarian has opportunities to improve the reading preferences of their patrons. In addition, he described traits that he considered vital for librarians interacting with the public, such as diligence and persistence in addressing patron questions. He encouraged librarians to embrace personalized customer service. …