“We no longer have a visible reference desk in our two main
libraries,” reports Miki Goral, a UCLA librarian of 43 years.
“Students first have to go to the circulation desk. If the
student working there thinks they need to talk to a reference
librarian, they often refer them to a 24/7 online chat, which is
staffed by a UC librarian only during certain hours.
Otherwise they could be chatting with a librarian in New York, or
even Australia. Plus chatting can take 40 minutes to do what you
can do in 5 if you’re actually talking.”