Is reference service dead?
Eli Neiburger of the Ann Arbor Library District proclaims that “reference is dead” and that Ann Arbor will be cutting reference librarians in order to hire more IT-related staff in an article in the Library Journal today. The article raises some interesting points, and in light of the recent online (and offline) conversations surrounding remarks on the future of academic librarianship by McMaster University Librarian Jeff Trzeciak, is reference service in libraries really dead? Should libraries be replacing librarians with IT folks?
Neiburger does concede “the fact that a trained librarian can bring value to a reference interaction”, but argues that armed with Google and an internet connection, the need for reference librarians has diminished. “Travel agents were outmoded because people felt they had better access to the information than they could get from the travel agents”, he said, and just as travel agents have become a thing of the past, so will the anachronistic reference librarian. With everything on Google, who needs them?
The problem with this kind of reasoning is that it becomes a “chicken-and-egg” argument about the future of our profession. Are patrons abandoning reference services because they are finding what they need elsewhere? Or are we as librarians not responding to the true needs of the patrons and transforming reference services and proving their value and worth to patrons?
I am all for finding new ways of thinking about the services, collections, programming, and support that we provide to our patrons. The ever-changing world in which we find ourselves demands this. But instead of declaring reference services dead and a thing to be put in the history books, I think we need to reexamine reference service and transform it into something that has real value for our patrons. What this “new reference paradigm” looks like or how it works is up to us as librarians. Let’s not give it over to the geeks and the techies. Good reference service is not technical support.