REFSIM: A Bimodal Knowledge‐based Reference Training and Consultation System

Reference departments across North America have been struggling in recent years with a “reference crisis.” This crisis is characterized by too much demand for service, too many low‐level and repetitive questions, not enough time to answer more challenging questions properly, too few staff to give service at all hours when it is needed, and so on. At the same time, there is a growing concern with the quality of reference service being provided. Reference departments are being exhorted to evaluate the quality of their reference service and to take measures, if necessary, to bring it up to an acceptable standard. But these two issues, the reference crisis and reference evaluation, are related. No amount of staff training or job rotation can improve the standard of reference if the problems associated with the reference crisis are not addressed as well.