Communication has evolved from e-mail to instant messaging to text messaging. The Reinert Alumni Memorial Library has kept up with these changing communication techniques by offering many services in the Research and Reference Office.

“The Reference Center has emerged in response to several related developments,” Mary Nash, the head of reference, wrote in the faculty newsletter. “Online access to library resources has expanded rapidly in recent years, together with a general trend towards customer self-service.”

Nash said these plans have been in the works for a couple of years because of shifts they have been watching. Over this time, Nash said, more walk-in traffic has been occurring, and these new plans are “tension balancing.”

Many students can see the first change when they walk in the door or on posters in the library bathrooms and elevator. A former reference station is now a Mac workstation with a new desk and computer. The computer is equipped with the complete Adobe Creative Suite software, a flatbed scanner and Final Cut Pro. This enclosed station is available for students, staff and faculty.

Nash said she believes this is working because without the extra desk, no one has to put up signs if they need to leave the desk, and “all hands are on deck” in the office.

Past this desk is the Research and Reference Office. This office has been making multiple changes for communication. All of the changes can be accessed on the Reinert website at reinert.creighton.edu. Meebo, an online instant messaging program, is hooked up to the research website. By clicking on the “Contact Us” section, anyone can type questions to reference workers, who, in turn can send links, pictures and attachments to the students. This program is also connected to the “Research By Subject” section of the website. When you instant message in this area, the program connects you to reference librarians specializing in the subject you are researching, such as biology, business, humanities and social sciences. This gives students a way to get quick responses from people who really know what they are looking for.

Students can also text a librarian. This service is sent to the same computer as Meebo and provides answers instantly. The librarians hear the noise, type the responses and immediately get back to students. These tools are easy for workers to use, because they pop up in a different window or with a sound, so their work isn’t completely interrupted.

All of these services are tracked by a website where the reference staff can keep count of walk-ins, call-outs, Research Assistance Program walk-ins, TAPS (a faculty program), phone, Meebo, text and e-mail. They are able to see what services and programs are being used in the day. The programs that can be used anywhere, like texting and instant messaging, are not only good tools to use away from the library on cold winter days from your dorm; they are also good to use in the library when students do not want to lose their work place or leave their things unattended.

The library’s work is never finished, especially in the Reference Office. The staff is working on a new website for which more information will be available in fall 2011.

“We know students are busy…I will tell a student I have a minute to talk to them now, and they say they have to go off to class,” Nash said.

The staff said it hopes these services will make students’ lives easier. Creighton is a tech savvy place, and the library is keeping pace.

Unknown Services Box

• Meebo is instant messaging to Research Assistance staff from anywhere through the website
• “Text a Librarian” (“askral” to 66746) sends your text questions to a faculty computer
• The Mac Workstation has multiple programs available at a desk in the library
• The Research Assistance Program (“RAP”) makes available staff members to help with research papers