Here’s a great example of a Library successfully embracing the roving service model. During the last two months at its main branch of 160,000 volumes, the GPL has positioned reference staff in the stacks during peak periods. Their results are very positive. The blog cites the example of Chris, one of their roving staff, who “approaches approximately 20 customers per hour, and a third take him up on his offer of help. Interestingly, about half initially say no and then track him down and ask for help a few minutes later.”

See the full article at  the March 28, 2011  post “Roving Reference. #7:2011″ at the blog “On a + Note”created by Kitty Pope, TheGuelph Public Library’s CEO.

There are also some GREAT service recommendations in her previous post “Breaking Down The Time Barrier”, on the same blog. In that post she states that one way to save their users’ time is to ” Offer roving reference. Instead of sitting at the desk, staff members with iPads are on the floor helping customers. Answer reference and readers’ advisory questions, download e-resources, and access databases. Email the info directly to the inquiring customer for later reference. How slick is that! Of every three GPL customers we approach, two are taking us up on our offer of immediate help.”

Right On! Kudos to the Guelph Public Library.