Reference service without the desk

PurposeThis article aims to describe how a college library critically examined its maintenance of a traditional reference desk for in‐person services and changed its service model to suit local needs.Design/methodology/approachThe author examined quantitative and qualitative reference use data prior to changing the service model, and the purpose of reference services was formally articulated. Following the change the author again examined use data, conducted a convenience sample survey, and measured visits to the web site.FindingsThe author came to the conclusion that while maintaining in‐person reference was important for the library, a separate desk was not the best means of providing service at the college. Following the change to the service model, use of reference and consultation services dramatically increased.Originality/valueThe new on‐call, consultative reference service model is described, as is a description of how they managed the change process internally, how they marketed reference services to the students, and how they are assessing the results. Considerations for choosing a reference model appropriate to one's local conditions are outlined.