O'Gorman, J., & Trott, B. (2009). What Will Become of Reference in Academic and Public Libraries?. Journal of Library Administration, 49(4), 327-339. doi:10.1080/01930820902832421.
O'Gorman and Trott discuss the future of reference in a world where people increasingly rely on the internet to answer their questions. This was especially interesting to me because I know that many of the ready reference questions I get are from people who don't know how to use the internet (generally older people) and it seems like the day could be fast-approaching when most people can find the answers to those questions on their own.
The article suggests that the problem for users who can't find the answers they need is that they aren't focusing their searches, and that the future role for reference librarians will be to teach people how to use their online resources more effectively. This may particularly apply to older patrons who are frustrated with the new, online versions of things. One of the things that the article emphasizes is the need for the library to be flexible - offering the fast, self-service options, but also offering the individualized, in-person attention that some users need. Libraries should promote their services and find ways to let people know what's available to them. The authors suggest that the walk-up reference model may have had its day, and it might be time to offer other services, like reference by appointment. They should be providing a "human context for information."
The article goes on to discuss the future of the reference desk itself, and the changing nature of reference questions: the desk itself could be a barrier, the staffing of the desk is changing, and the questions might be fewer but more in-depth, since ready reference questions can be answered by most with a quick google search. Readers' Advisory is still an important part of library services and is expanding. Reference collections are changing or becoming digitized. The important thing will be for librarians to be willing to change with the times.
