[Excerpt] The implementation of LibAnswers by the University of Saskatchewan represents the culmination of fundamental changes to the way reference service is delivered in University Archives & Special Collections. In 2013, there was an amalgamation of two units that shared space but were organizationally independent. Previously, e-mail reference was primarily handled by one employee from each unit, with assistance and referrals as needed. With the 2013 amalgamation, the delivery model changed to have all staff members – archivists, librarians, and senior library/archives assistants – take half-day shifts on the reference desk, which would include walk-in traffic, phone calls and e-mail.