What Exactly Is Proactive Reference? The Columbus Metropolitan Library System Tells Its Story: So Far

摘要

Proactive reference at Columbus Metropolitan Public Library means librarians abandoning their traditional chairs and desks to seek out and greet patrons as they enter a reference area. This article is written to share the CML story: The goals, planning, mustering of resources, and implementation that changed how CML conducts its customer service business. The article closes with one reference staff member describing a working day using the proactive reference approach. This narrative shows how the various pieces of proactive reference fit together and the rewards that the staffs receive from being part of the innovation.