Last summer I wrote about my early years working at Carnegie Library of Pittsburgh and how libraries have changed in the 40 years I have worked here. One of the biggest changes that has occurred is in how we provide information services or reference. Access to technology has played an indelible role in that.
Carnegie Library has emphasized reference and information services from its first days. According to Ralph Munn’s History of Carnegie Library of Pittsburgh:
The Reference Department was organized in 1895 by Elisa May Willard…by the end of 1905 it contained 66,000 books and 12,000 pamphlets. It was designed as a depository for U.S. government documents. Significant collections of scientific and technical books and journals were begun in 1898. An early report lists (1) members of clubs, (2) men seeking scientific and technical information, and (3) students, in that order, as the principal groups of users.
In the 1930s two telephone booths were added to the General Reference Department so that librarians could take calls from patrons who had questions at work and from home. In the 1950s, newspapers and journals began to be published in microfilm, eliminating the need to keep brittle newsprint or binding them.
Special subject divisions were spun off the General Reference Department on the second floor over the years. The Technology Department moved to new space on the third floor at Main in 1909. In the 1930s, Art, Music, and Pennsylvania became separate divisions with only Music and Art also including circulating books with reference materials. Main remained pretty much in this configuration until the 1980s. Central Lending was renamed Popular Library in the 1970s.
For me, after several years on the Bookmobile and a short stint at the Brookline Branch, I was transferred to Main in 1976 as a Library Assistant. I was assigned to the staff of the “Popular Library” where all of Main’s popular circulating books were housed. But half of my time was scheduled to work with the newly established “Telephone Ready Reference Unit.” Because of budget cuts at that time and the loss of about 1/3 of the librarian positions in all Main departments, the thought was to funnel all telephone calls coming to Main for reference assistance to three Library Assistants at the phone line 412-622-3114. Our work area was about 10 ft. x 10 ft. and adjacent to the complete card catalog in the General Reference Department. If we could not answer a question in 3-5 minutes we were instructed to transfer the call to a professional librarian in the subject departments – General Reference, Science & Technology, Music and Art, Pennsylvania, or to the Popular Library.
Our role was to identify books, authors, titles and CLP ownership of them. We’d look up basic facts in a core reference book collection of about 150 titles. They included basic encyclopedias, the World Almanac, dictionaries (we had several foreign language dictionaries at hand), business directories, and telephone books from all of the major cities across the USA. (We used these just to look up addresses. We were only allowed to look up phone numbers on the occasion of a telephone operator’s strike). We answered many questions about grammar and quotations, government offices, personnel and statistics, movie stars and films, people, popular and world cultures and sports. During the day, we had most calls from companies, news reporters, and secretaries and after school and in the evenings it was students with homework needs. Readers of all ages called at all times if they were looking for books they were interested in.
It was fun work and challenging. To be good at this job you really had to have a broad general knowledge and an interest in popular culture and current events. And you had to love to read – read fiction and non-fiction and love to read about books and reviews. If you already knew the answer, you had a head start in using the print tools in looking up the answer to verify a source quickly and efficiently. Mary, Vickie and I, the intrepid first three LAs, fulfilled this job to a T. And for CLP, by relying on TRRU to answer the easy questions, the subject librarians had time to develop new computer skills like searching commercial, fee-based indexes like the New York Times Database, DIALOG, ORBIT and others. They learned the principles of Boolean searching (the use of the and / or statements). The databases required an in-depth reference interview to refine the query, and while expensive to use database searching was often a big time saver.
When Bob Croneberger became Director in 1986, his feeling was that there was so much information being generated in the world, library customers would be best served by subject specialists rather than generalists. So we restructured Main and divided the Popular Library and General Reference into the Humanities and Social Sciences Departments. I had been going to Pitt’s Library School at night to get my Master’s Degree so that I could become a librarian. I did in 1980, and worked for 6 years at Main as the Young Adult Librarian. Then, I was honored to be selected the first Head of the Social Sciences Department as we transitioned from General Reference. And part of that job was supervising Ready Reference! By the mid 1980’s the Library had its first online public access catalog. Now, not only could we look up a book to tell if CLP owned it, we could tell if it were at Main, at a branch library, and if it might be out circulating. This was a boon to the customer because if they needed a book quickly, they could call in advance before driving to a location armed with hope alone.
Around this time we introduced CD-ROM databases. In addition to paying to have access remote research databases online, we purchased reference databases that were updated monthly as new CD-ROM was sent. Initially these databases were just indexes to journal articles, but gradually over the next 10 years full text articles were included for each search. Students could now come, spend some minutes entering search terms and get complete article print-outs as a result, instead in spending hours poring over the Readers’ Guide, Essays & General Literature Index, and the Applied Science and Technology index to identify articles that met their research needs, then sending requests for journal titles to the closed stacks or Microfilm, reading the articles and taking notes on 3” X 5” index cards or photocopying articles to read at home. Boom – what had taken 3-4 hours at the library to do, now took one hour or less. The convenience was amazing.
Over the next ten years library resources continued to change. In 1995, in time for the 100th anniversary of CLP, Social Sciences and the Music & Art departments were at long last renovated. At this time we introduced public access workstations to access the catalog and the internet for the public and the staff. The life of the reference librarian was transformed overnight. Web based searching was available and individuals, companies, organizations, government, universities and libraries, and publishers of all types began to put free content up on their hastily produced websites. By 2000, things were changing again.
Main Library department’s reference statistics counts peaked at 1,145,567. More individuals had access to personal computers at work and at home. During that question bubble we answered many questions that instructed folks on how to find information on the World Wide Web by themselves. Richard and Melissa taught classes on searching the Web. And soon users were finding their own answers to the easy questions.
That’s a lot to ponder, and there is more to come. In “Ask A Librarian – Part II” I will describe the reference revolution from 2000 to today.