The document discusses trends that will impact the future of libraries and reference services. It examines 23 trends, such as an aging population, the sharing economy, drones, makerspaces, and the internet of things. The document suggests libraries may need to change reference services to address these trends. This could include providing more remote services using technology, expanding instructional roles, and curating information to help the community understand current issues. The goal is for libraries to meet evolving community needs and remain relevant.

1. Tomorrow  The Next Five Years
Where is all of this leading us?
How can we develop and adapt library services to meet
the needs of our community members?

2. What’s in a name?
Reference

3. What’s in a name?
Reference
Does this term clearly explain the scope of work that
we provide to our community?
If not…

4. What’s in a name?
Reference
Do we develop new terminology?
or
Do we redefine “Reference” to encompasses the
broader set of value-added services?

5. Definition of Reference
Reference and User Services Association (RUSA)
Approved by RUSA Board of Directors, January 14, 2008
Submitted by subgroup of RSS Executive Committee
• Reference Transactions are information consultations in which library staff recommend,
interpret, evaluate, and/or use information resources to help others to meet particular
information needs. Reference transactions do not include formal instruction or exchanges
that provide assistance with locations, schedules, equipment, supplies, or policy statements.
• Reference Work includes reference transactions and other activities that involve the
creation, management, and assessment of information or research resources, tools, and
services. (The following bullets clarify what is meant by terms within the Reference Work
definition.)
• Creation and management of information resources includes the development and
maintenance of research collections, research guides, catalogs, databases, web sites,
search engines, etc., that patrons can use independently, in-house or remotely, to satisfy
their information needs.
• Assessment activities include the measurement and evaluation of reference work,
resources, and services.

6. Types of Reference Services
•Locations, directions (such as
for finding library equipment,
bathrooms, study and meeting
rooms)
•Where can I find…?
•Library tours
•Classes, tutorials and
workshops
•Guided, supportive
experimentation (Maker labs)
•Reader’s Advisory
•Advice/Editing (usually one-
on-one assistance)
•Selective services and
information in and through
library (such as community
partnerships)
•Ready Reference
•Bibliographic
•Information & referral
•Research
Information Guidance
Directional
(?)
Instruction

7. Types of Reference Services
•Locations, directions (such as
for finding library equipment,
bathrooms, study and meeting
rooms)
•Where can I find…?
•Library tours
•Classes, tutorials and
workshops
•Guided, supportive
experimentation (Maker labs)
• Help using library equipment and
personal devices
•Reader’s Advisory
•Advice/Editing (usually one-
on-one assistance)
•Selective services and
information in and through
library (such as community
partnerships)
•Ready Reference
•Bibliographic
•Information & referral
•Research
Information Guidance
Directional
(?)
Instruction

8. Why expand the definition?
• Makes clear the value of formal and informal instruction as part of
reference work
• Recognizes that librarians are experts at helping the members of our
community use a wide variety of technologies - those we provide and
those brought to us
• Allows us to continue to use a consistent language to clearly describe
our work within the profession
• Ensures that we are capturing comparable data across libraries

9. Glimpses into the future from RUSA
President’s Programs 2013 and 2015
• 2013: Lee Rainie, Director of the Pew Research Center’s Internet and American
Life Project. “The Myth and the Reality of the Evolving Patron.” See
https://journals.ala.org/rusq/article/view/3472
• People have very positive feelings about libraries. However, only one-fifth of
users report knowing what services are available from the library.
• There is a growing demographic of African American and Hispanic respondents
who report higher demand for library services than other groups.
• Library websites tend to be used more heavily by women, the more wealthy,
the more highly educated, and parents.
• The new scarcity is not information, but time. Librarians have the potential to
give people something worthwhile - efficient but meaningful experiences. How
can we save the members of our communities their time?

10. Glimpses into the future from RUSA
President’s Programs 2013 and 2015
• 2015: danah boyd, Principal Researcher at Microsoft Research and the
founder/president of the Data and Society Research Institute. “It’s Complicated:
Navigating the Dynamic Landscapes of Digital Literacy, Collapsing Contexts, and
Big Data.” See https://journals.ala.org/rusq/article/view/5936
• Big data is messy data and results in unintended consequences.
• Librarians need to fight for access to facts, ask harder questions, and be active
in the political arena.
• We need new critical ways to make sense of information, and help our
communities learn, discover, and understand.
• Propaganda is becoming more sophisticated, and librarians are needed to
help make sense and meaning of information around us.
• Data doesn’t speak for itself. Librarians are responsible for its interpretation.

11. http://mediashift.org/2016/05/how-libraries-are-curating-current-events-becoming-community-debate-hubs/

12. http://mediashift.org/2016/05/how-libraries-are-curating-current-events-becoming-community-debate-hubs/
• “ Pew studies also report that Americans do head to libraries, online
and in person, to read news and research topics of interest. People do
value the services of reference librarians. And they do trust libraries
to help them decide what information is trustworthy.”
• “Libraries are now turning that trust into an opportunity: Around the
world, they’re experimenting with more direct participation in the
issues that affect their communities. Library teams are selecting
topics of local importance, compiling resource guides that keep up
with evolving issues, and inviting public discussion and debate.
Librarians are curating current events.”

13. Improve our Self service experiences -
online
Provide the ability for customers to address their own needs wherever
possible
• Apply User Experience to ensure that your web presence is intuitive
to navigate and designed for MOBILE!
• Web presence must satisfy the most common needs
• Like your physical library, you must provide the correct online services
to meet community needs. Are the needs driving the resources or are
the products driving what your library buys/subscribes?

14. Improve our Self service experiences
http://answers.delawarelibraries.org/

15. Improve our Self service experiences –
in the physical space
• Self pickup of holds
• Self checkout
• Self printing, photocopying, scanning, faxing
• Self payment
Many of our customers prefer to get in and get out on their own. Self service
frees up staff to apply their skills to more productive tasks, such as helping
with resumes, job search, business plans, tech, outreach, and managing and
mediating information important to the community…
REFERENCE!

16. Speaking of outreach… The Library must be able to
be EVERYWHERE!
Polaris LEAP and our MIFI kits let us provide circulation and reference
functions anywhere we need to be in the community
https://www.iii.com/community/videos/595

17. The Library is EVERYWHERE!

19. Trends Impacting the Future of Libraries
from the Center for the Future of Libraries
http://www.ala.org/transforminglibraries/future/trends

20. How do we change reference service as these
trends continue and evolve?
1. Aging Advances: More older adults. Fewer younger people.
2. Anonymity: Popular; protects. But gives rise to offensive behavior.
3. Badging: Recognizes people’s skills. Educational opportunities.
4. Collective Impact: Organizations work together to solve problems.
5. Connected Learning: Highly social, interest driven learning is
common.
6. Data Everywhere: Big data used to develop products and services,
improve marketing and communications, & monetize information.
7. Digital Natives: People raised in a digital world may work, study, and
interact in very different ways from “digital immigrants”

21. How do we change reference service as these
trends continue and evolve?
8. Drones: Opportunities to reach underserved areas. But, privacy and
safety concerns.
9. Emerging Adulthood: “New Adult” as genre, Late teens & 20’s
10. Fandom: Communities of people who are passionate about something
11. Fast Casual: Growing concept in restaurants - counter service,
customized menus, freshly-prepared, quality, & upscale and inviting
12. Flipped Learning: Students review content online via video lectures
and assignments are completed during class meeting times with
students and teachers working through and solving questions
together

22. How do we change reference service as these
trends continue and evolve?
13. Gamification: Opportunities to make learning more playful and
engage learners
14. Haptic Technology: Incorporates tactile experience or feedback as
part of user interface, creates a sense of touch through vibrations,
motion, or other forces. Wearables? Simulated experiences?
Learning?
15. Income Inequality: As it widens, so does achievement gap between
rich and poor
16. Internet of Things: Smaller devices unseen and built into objects
sense and transmit data, greater connectivity between objects

23. How do we change reference service as these
trends continue and evolve?
17. Maker Movement: New opportunities for do-it-yourselfers, tinkerers,
hackers, entrepreneurs, and interested learners
18. Privacy Shifting: Changing perceptions of privacy; Balance between
value for privacy with the benefits of new technologies
19. Resilience: Need for rapid recovery from physical, social, and
economic disruptions, including environmental disasters, terrorist
attacks, or economic collapse
20. Robots: Opportunities to improve human experience. Concern that
robots will displace human workers.

24. How do we change reference service as these
trends continue and evolve?
21. Sharing Economy: Change in traditional models of ownership
22. Unplugged: Rebrand libraries from "quiet reading spaces" to "unplug
zones" or "digital escape spaces?"
23. Urbanization: More and more people in cities. Larger metro areas.

25. Discussion – share your ideas!
Take 5 minutes
Talk among your group members:
How could we change reference service in the context of this trend?
Lightening report out:
Each group gets 20 seconds for one person
to report on one change
One person in the room gets a prize!