Rethinking the provision of reference services in academic medical school libraries

New roles for librarians are emerging as a result of rapid changes in information technology. The literature is replete with controversy about nonprofessionals staffing the reference desk, yet such changes in staffing may provide the time librarians need to do other tasks. This paper describes a research project that examined reference desk staffing in academic medical school libraries and its effect on questions received and the provision of a consultation service. A questionnaire was sent to all academic medical school libraries in North America and a 70% return rate was achieved. Results indicated a significant relationship between nonprofessional staffing and both the questions received and the provision of research consultation by appointment. The author suggests that services be reconfigured to make more effective use of both professional and nonprofessional staff.