What’s Working and What Isn’t: An Exploratory Study of Current Reference Models in Large Academic Libraries

This qualitative research study explored current reference models in academic libraries to determine what’s working well and what isn’t. Researchers conducted semi-structured interviews with 15 participants overseeing reference services at large, land-grant universities. The findings suggest that there is still perceived value in point-of-need, face-to-face research assistance provided by a librarian or professional staff member at a designated location, although most participating libraries are using a combination of approaches rather than relying solely on this traditional model. The data indicate that there is no one-size-fits-all solution; rather, solutions are context-dependent and develop through incremental changes, often in response to internal and/or external pressures.