Talking to Ourselves: Internal Communication Strategies for Reference Services

John Gottfried, Laura DeLancey, Amanda Hardin


At many academic libraries, spiral notebooks and three ring binders have given way to blogs and wikis as a means of facilitating communication at the reference desk. Western Kentucky University Libraries opted instead to create a custom internal website to log reference transactions, highlight current issues, and manage scheduling changes. This solution incorporated numerous platforms and technologies, including LibGuides, Facebook, and Google Calendar. It avoided some of the pitfalls described in the literature, such as relying too heavily on user-generated content, and has been successful largely because it is embedded in the reference workspace and contains features that librarians will use on a daily basis.

Full Text:



Matthew M. Bejune and Sara E. Morris, "The Development of the Virtual Notebook, a Wiki-based Ready Reference Technology," Reference & User Services Quarterly 50, no. 1 (2010): 27-34.

Alison McIntyre and Janette Nicolle, "Biblioblogging: Blogs for Library Communication," The Electronic Library 26, no. 5 (2008): 685,

See, for example, Kristen Costello and Darcy Del Bosque, "For Better or Worse: Using Wikis and Blogs for Staff Communication in an Academic Library," Journal of Web Librarianship 4, no. 2-3 (2010): 154-55,; Julia Rodriguez, "Social Software in Academic Libraries for Internal Communication and Knowledge Management: A Comparison of Two Reference Blog Implementations," Internet Reference Services Quarterly 15, no. 2 (2010): 118,

Robert Slater, "Reference Desk Notes," Internet Reference Services Quarterly 11, no. 3 (2006): 77,; Rodriguez, "Social Software in Academic Libraries," 119.

Jason J. Battles, "Designing and Building a Collaborative Library Intranet for All," Journal of Web Librarianship 4, no. 2-3 (2010): 262,

Tammy Ravas, "Not Just a Policies and Procedures Manual Anymore: The University of Houston Music Library Manual Wiki," Notes 65, no. 1 (2008): 38-52,

Ellie Dworak and Keven Jeffery, "Wiki to the Rescue: Creating a Dynamic Intranet," Library Hi Tech 27, no. 3 (2009): 408-9,



  • There are currently no refbacks.

ALA Privacy Policy

© 2021 RUSA