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1.
《The Reference Librarian》2013,54(75-76):45-54
Summary Difficult patrons have been considered primarily from the perspective of the problem behaviours they present in libraries. Many have attempted to define the problem patron and to provide advice and develop guidelines for frontline public service staff. To understand the difficult patron in academic libraries we need to answer three questions-How well do we know our patrons? Do we unwittingly create difficult patrons through our failure to appreciate their needs? Do we regard patrons as difficult because the way they use libraries and conduct their information research does not match our idea of how it should be done? The answers to these questions suggest that we need to reconceptualize both our patrons and the services we provide. Library staff need to see difficult patrons not as problems but as challenges to the service ideas and standards we hold. A paradigm shift is necessary if we are to reconstruct our beliefs about our patrons, their information seeking behaviours, and the services we provide to meet their needs. Some strategies for developing the skills of library staff to work effectively with difficult patrons are presented. 相似文献
2.
《The Reference Librarian》2013,54(79-80):19-34
Summary The world of the reference librarian is changing. As more and more patrons go to the Internet first to meet their information needs, libraries must be there to help them locate and obtain relevant information. Libraries have been experimenting with virtual reference tools for some time. This paper will provide a brief overview of the development of virtual reference services, examine the need for and provide lessons learned from implementing virtual reference services in a major research library. 相似文献
3.
E H Wood 《Medical reference services quarterly》1988,7(3):45-57
Teaching computer literacy to library patrons is an entirely appropriate activity for librarians in their role as liaisons between information and those who are seeking it. At the Norris Medical Library of the University of Southern California there are four main computer activities: information management workshops, provision of a microcomputer laboratory and classroom, formation of user groups, and installation of a campus-wide electronic bulletin board. Benefits to the library include: increased computer knowledge for librarians, better understanding of the information needs of the campus community, mutual respect and friendship between librarians and patrons, and introduction to the library of patrons who may otherwise never have come. 相似文献
4.
The study evaluated online reference services through social networking sites in selected university libraries in Nigeria. A survey approach was adopted to ascertain patrons’ level of awareness, their preferences, and the sources from which they were informed of the existence of the service. Findings revealed that patrons are aware that their university libraries are on social networks but are still not familiar with reference services. Facebook, Twitter, and Ask-a-Librarian were ranked as the most preferred methods for delivering online reference services, and online reference service was indicated as more convenient than traditional desk reference service because communication is available anywhere and anytime with a reference librarian and is easily accessible. 相似文献
5.
《The Reference Librarian》2013,54(25-26):449-464
That the reference interview is a communication process has long been recognized in the library profession. Reference librarians must be able to relate effectively to all types of patrons in order to deliver quality service. Communication in the reference interview is both verbal and non-verbal, and these two elements must be in harmony if the interview is to be effective and the library patron to receive the information he/she is seeking. Realizing the importance of good interviewing techniques to success as a reference librarian, library educators are now devoting more time to the interview in reference courses, utilizing approaches which are both theoretical and practical. In this paper, the value of the practicum to the teaching and learning of interviewing techniques is emphasized, and various methodologies for offering such field experience are explored. The instructional programs in several library schools are discussed, with particular emphasis on the author's school, and a possible reference practicum program is outlined. 相似文献
6.
《Medical reference services quarterly》2013,32(3):45-57
Teaching computer literacy to library patrons is an entirely appropriate activity for librarians in their role as liaisons between information and those who are seeking it. At the Norris Medical Library of the University of Southern California there are four main computer activities: information management workshops, provision of a microcomputer laboratory and classroom, formation of user groups, and installation of a campus-wide electronic bulletin board. Benefits to the library include: increased computer knowledge for librarians, better understanding of the information needs of the campus community, mutual respect and friendshid between librarians and partons, and introduction to the library of patrons who may otherwise never have come. 相似文献
7.
《Legal Reference Services Quarterly》2013,32(2-3):89-116
Abstract This paper attempts to illustrate the challenges that a reference law librarian might face when facing the information needs of Constitutionalist patrons.Constitutionalist patrons here are defined as members of a diverse community of groups that challenge the validity of the mainstream legal system in a variety of ways.The paper provides background on the different types of patrons who fit the generic category of Constitutionalist, explains the theories that these patrons use to view the legal system, and discusses sources and materials that are of interest to them.The intention of the paper is to provide the reference librarian with the necessary background information to understand the perspective from which the patrons approach the law library. 相似文献
8.
Ryan Litsey Susan Hidalgo Kaley Daniel Julie Barnett Amy Kim Shannon Jones 《Journal Of Access Services》2015,12(1-2):31-41
The academic library, given its often privileged position on campus, is the information source that can include directional as well as general campus facts among the myriad of print and e-resources for reference. Also, an academic library's audiences can be quite varied and include prospective students or parents seeking more general knowledge of the building and the campus. Many times this need for information drives patrons to the library service desks. Sometimes, especially during the high-demand seasons of new student orientation and beginning of the fall semesters, the desk is so busy that many patrons will leave because they don't have the time to wait. To address this immediate need for information, Texas Tech University Libraries developed an interactive kiosk to provide general information for frequently asked questions in a more efficient, creative, and interactive way. The kiosk provides a fun method of satisfying a patron's information needs without the requirement of a staff member or the need to wait in line for help. The kiosk is available as long as the Library is open and provides a variety of useful answers to general questions, as well as facts about the Library. 相似文献
9.
Kirstin Dougan 《The Reference Librarian》2013,54(1):38-54
The nature of music collections and their use means that patrons have always required specialized guidance from librarians to access what they need. Currently, library patrons' expectations are growing as collections and their delivery modes evolve. Music reference services must adapt to effectively address these needs. This article examines the challenges to delivering effective music reference service, the basics of reference assessment, and how assessment models such LibQual+, the Wisconsin-Ohio Reference Evaluation Program, and the Reference Effort Assessment Data Scale can help librarians build patron-centered music reference services. 相似文献
10.
11.
《The Journal of Academic Librarianship》2019,45(6):102069
In both virtual and in-person reference transactions, creating a supportive environment for patrons is the crucial first step. Evaluating librarians success in creating a supportive environment, however, is challenging. Language style matching (LSM) is a text analysis technique that measures the level of engagement between people. A high level of LSM has been shown to contribute to a sense of perceived support and other positive social outcomes. In this exploratory study, LSM is used to evaluate >1200 email threads from two virtual reference services to determine the level of engagement between patrons and librarians. Results show that email reference provided through the LibAnswers general reference service demonstrated a moderate to high level of LSM 67% of the time and email reference provided by a liaison librarian demonstrated a moderate to high level of LSM 84% of the time. By measuring how well librarians are meeting patrons' affective needs, LSM has the potential to provide a more holistic assessment of virtual reference services. 相似文献
12.
《The Reference Librarian》2013,54(79-80):121-155
Summary Instant messaging (IM) reference is gaining in popularity but still faces resistance. Some librarians agree with some researchers in the field of computer-mediated communications (CMC) that it can never approach the complexity of face-to-face communication, and is therefore an unsuitable medium for reference. Librarians in face-to-face reference use nonverbal communication skills such as a welcoming expression and an interested tone of voice to encourage patrons to approach the desk and discuss their topic; they also interpret the nonverbal cues of patrons. This analysis of online reference conversations shows how online skills can substitute for many of these nonverbal cues. Some skills are unique to computer-mediated communication while others involve written language skills to encourage exploration of the topic, increase clarity, demonstrate approachability and empathy, and instruct. The study illustrates communication problems and solutions using actual conversations, giving particular attention to the reference interview. 相似文献
13.
《Behavioral & Social Sciences Librarian》2013,32(2):127-135
Increasingly library patrons are approaching reference desks seeking access to basic legal documents and commentary. Such is especially the case in the behavioral and social sciences, where the changing legal scene has its greatest impact. This article presents a fundamental guide to the primary and secondary materials that comprise the literature of the law. Included are recommendations for the acquisition of these materials depending on the needs of a given library. 相似文献
14.
Patrons of map collections often have specific, geographically-based, requests for maps and the information they provide. Map librarians can often meet these needs through personal knowledge of the scope of their collections. For larger collections, this method is unsustainable. This article, therefore, seeks to begin a discussion on how coding could be used to expand the ability of our patrons’ online information seeking methods to meet their information needs. 相似文献
15.
Lindsay Blake Kim Mears Kathy Davies Darra Ballance Peter Shipman Maryska Connolly-Brown 《Medical reference services quarterly》2013,32(3):264-277
Librarians are increasingly moving out of the library and into the wider university setting as patrons spend more time seeking information online and less time visiting the library. The move to embed librarians in colleges, departments, or customer groups has been going on for some time but has recently received more attention as libraries work to find new ways to reach patrons that no longer need to come to the physical library. Few universities have attempted to embed all their librarians. This case study describes how one group of health sciences librarians dispersed its professional staff throughout its campuses and medical centers. 相似文献
16.
《The Reference Librarian》2013,54(27-28):305-312
Government publications in serial form provide timely, authoritative information on a range of subjects but reference librarians are not always aware of what is available in these sources. In libraries with separate documents departments, reference staffs may abrogate all responsibility for government publications, relying upon commercial sources to fill information needs more appropriately met with government periodicals. Documents librarians and reference librarians can facilitate the incorporation of govemment information in serial form into the general reference process. Benefits will include improved service to library patrons and an expanded user base to support the continued publication and distribution of government periodicals. 相似文献
17.
ABSTRACTLibraries use surveys and other instruments to gather feedback from their users. However, with competition from many other campus entities requesting input, how can survey fatigue be avoided? To gather this feedback, the Social Sciences Reference Desk utilized a short, fun and easy method. Each week for 10 weeks during the fall semester of 2017, the reference assistants wrote a survey question on a whiteboard and provided sticky notes for patrons to write their answers. The survey provided valuable information about patrons’ needs and expectations. It also fostered changes that were easily implemented to improve the delivery of library services. 相似文献
18.
AIMS AND OBJECTIVES: The study evaluates the Community Outreach Library Service at Wirral Hospital National Health Service Trust (WHNT). It considers the information seeking behaviour and information needs of primary care staff, and service effectiveness in meeting those needs. METHODS: A literature review established the current context and areas of best practice. The investigative case study used postal questionnaires to 250 primary care staff and an interview with the Community Outreach Librarian. FINDINGS: Themes emerged from the literature regarding information seeking behaviour, information needs, and meeting user needs through effective service delivery. Outreach services have value in terms of improving information skills and providing services at point of need. Time is a major constraint for both users and service providers. CONCLUSIONS: Investment is needed from appropriate funding sources to support the provision and marketing of outreach library services. Librarians benefit from sharing best practice. The continued evaluation of outreach library services is recommended. 相似文献
19.
《The Reference Librarian》2013,54(79-80):57-65
Summary Digital reference is an important research area with the potential to enhance information delivery to library patrons. The process of digital reference involves the challenges and problems of an interactive computer-mediated reference interview. Related studies of mediated online searching have identified the major tasks during a mediated online search. The search intermediary's tasks included gathering information on the information need, previous searches on the topic by the information seeker, search terms and strategies, database selection, search procedures, system's outputs and relevance of retrieved items, and the number of topics to be searched. The information seeker's tasks include providing information to the search intermediary on their topic, discussing their previous information seeking and evaluating the online search output. Models of digital reference interviews need to include more complex information seeking behaviors, such as successive searching and multitasking. Further research is needed to extend our understanding of digital reference processes. 相似文献
20.
《Journal of Business & Finance Librarianship》2013,18(1):23-39
Abstract Geospatially referenced data is gaining popularity as a format for primary data in business, but few business libraries offer GIS services. This paper can be used as a guide for business librarians seeking to implement GIS services for patrons. First, a brief introduction to GIS is presented. Then, major implementation issues are highlighted and literature sources are presented for each. Discussions include the incorporation of GIS education into business curricula, GIS software choices, and WWW sources of geospatially referenced data sets and information. Finally, suggested readings are included in the appendix. 相似文献