On-call reference: A case study

The way that physical reference service points have been staffed has been changing for libraries of all sizes and missions for many years. These changes—motivated by trends, budgets, and new efficiencies—include hours staffed, who staffs the desk, location of the desk, and so forth. This case study describes how a midsized academic library successfully implemented a technological solution to solve a physical staffing problem without sacrificing the fundamental mission of the department: providing timely assistance by professional librarians