Transforming reference into a proactive knowledge advisory service: a case study

摘要

Purpose – The purpose of this paper is to share practical experience and learning gained from the planning and implementation of a new information service model in an agricultural research library. Design/methodology/approach – A case study that covers the development of a new reference service model is presented. Each stage in the development is discussed in logical sequence – planning; the service model; building the team; developing the processes; convincing the clients; issues; two years on; and the future. Findings – The paper provides evidence that, in developing a new model for information services that could be embraced by both clients and staff, the company has created a successful strategy for improving information services to support company goals. It also acknowledges that the transition from traditional reference librarian to the proactive role of a Knowledge Advisor is not an easy adjustment to make. It recognises that clients too have had to adjust to changes in information delivery. Practical implications – The paper provides an alternative model for the delivery of proactive information services that could be adopted for use in any type of library.Originality/value – This case study complements recent research on the value of “embedding” information professionals with user groups by documenting a practical application of the principle.