“Human service is a fundamental concept in librarianship, and the essential role of reference librarians is to connect people with the information they want,” wrote Jennifer Mendelsohn in 1994. To further this connection, librarians have suggested looking for, and have often actively sought out, patrons before they approach the reference or information desk, yet our image of the roving reference encounter remains sketchy. This picture ranges from that of a harried, overworked professional dispensing inadequate service to a multitude of users, to a librarian effectively extending a hand to the three‐fifths to two‐thirds of all users who would not otherwise request assistance. The picture one sees depends on one's individual work preference. Such conflicting mental pictures lead to round after round of endless debate.
Purpose
The purpose of this paper is to answer the questions: What challenges do students face in an information commons and how does roving reference help?.
Design/methodology/approach
The author recounts her work roving in her community college information commons and supplements this with an analysis of 1,500 records from her detailed reference log that compares roving reference results with conventional references and with reference questions as a whole.
Findings
Her autoethnography and data reveal that roving substantially increases the number of reference encounters. In addition, her data sheds light on students’ struggles with common, productivity software, academic packages and malfunctioning hardware. More importantly, these findings show that roving reference data identify problems that librarians, as stakeholders, can solve.
Research limitations/implications
Roving reference in a community college information commons brings students in one library into sharper focus. Roving reference increases the number of reference encounters and the reach of reference service. It also exposes a use-based digital divide that calls for collaboration in the long run and increased point-of-need service immediately.
Practical implications
Even data that points to digital divides, hardware issues or other shortcomings and offers empirical evidence of problems for which library staff, unlike student workers, can find long-term solutions. This study shows that it is possible to gather rich and extensive data with minimal personnel and off-the-shelf software.
Social implications
A college degree is vital to social mobility and easing inequality. Fluency with academic technology and information is necessary for completing college. Roving reference means more opportunities to teach information and computer fluency at point of need and more opportunities for librarian stakeholders to find and remove obstacles to student learning.
Originality/value
This is one of the few, recent studies, autoethnographic or otherwise, on roving reference in a community college library’s information commons.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.