User‐Oriented Reference Service

About two years ago, when I took up my present duties, it was pointed out to me by the Assistant Director that when the telephone rang in the Reference Department, it was to be answered, “Good Morning, Information Desk!” This greeting (with variations according to the time of day) was even written into the library's policy and procedures manual. I, enthusiastic about the new job and the opportunity to be a dispenser of information, heartily agreed and willingly complied. Recently, however, I changed the policy and informed the department staff that they could start identifying themselves as the Reference Department or Desk, rather than as the Information Desk. As for me, I was changing to “Good Morning, Reference Department!”