共查询到20条相似文献，搜索用时 46 毫秒
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《College & Undergraduate Libraries》2013,20(4):97-115
Abstract Ask the Librarians-LIVE is a South Dakota collaborative virtual reference service that began in September 2002. Serving a large rural state with a small population, Ask the Librarians-Live has grown to six members, which include five academic libraries and the state library, from three members initially. This article addresses the challenges of providing such a service to not only distance students, but also other library users who do not walk into the library. While all members share a common philosophy of service, there have still been numerous challenges in making the collaboration work. 相似文献
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《The Reference Librarian》2013,54(95-96):81-98
Abstract As digital and chat reference services become established as another way to do business, many libraries juggle the delivery of consortial and local virtual reference services. Balancing services without overtaxing staff and resources presents a number of challenges. How, for example, do libraries staff more than one chat reference service in addition to traditional services? Or more critically, how are subject specialists used to their greatest advantage in a multi-type library service? This article explores the benefits and issues of offering service at the statewide and local level based on OSU's experience and describes how OSU responded to these issues. 相似文献
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《The Reference Librarian》2013,54(59):15-23
Summary Given the diverse nature of most academic reference units, agreement in service philosophy is not always possible and seldom occurs on its own. When conflicting philosophies coexist within the same reference department, library users may receive various levels of service from different individuals. This can be confusing and disappointing to users. In order to provide service which is consistent in nature and scope, individuals within the department staff must embrace the same or very similar service philosophy. It is the role of the department chair to lead the unit toward a service philosophy which all members of the department can embrace. The overall nature of this philosophy, while reflecting the library's mission and existing resources, should be based primarily upon the department's shared values. Discovering these values can be an exciting and informative process. 相似文献
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《The Reference Librarian》2013,54(95-96):53-79
Abstract This article discusses the evaluation of virtual reference services from the user perspective. It is one outcome of a long-term research project, The Library Visit Study, which has been conducted in three phases at the University of Western Ontario for more than a decade. These studies have identified the need for, and essential components of, reference interviews and good reference behaviors. The third phase of this research focuses on the factors that make a difference to the users’ satisfaction with their virtual reference experience and whether these are the same or different from the ones we identified as important in face-to-face reference. An examination of user accounts of virtual reference transactions indicates that the reference interview has almost disappeared. Among the reasons identified for staff failure to conduct reference interviews in the virtual environment are: the nature of written vs. spoken interaction; the librarian's perceived need to respond quickly in this environment; and the rudimentary nature of the forms used in e-mail reference. The article includes a list of behaviors that users identified as either helpful or unhelpful and concludes with some implications of the research for good virtual reference service. 相似文献
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《图书馆管理杂志》2013,53(3-4):531-540
Abstract Providing electronic document delivery (EDD) services to off-campus students can be a challenge. Methods of delivery that work well for one group of users might not work at all for another group. Knowing and using the different EDD service options to accomplish the goal of providing quality service to students results in a win-win situation. Student expectations of timely delivery of material are met and the department develops a reputation of dependable quality service. Library users have raised expectations from the 24/7 services available through the World Wide Web. Providing EDD of information to the researcher's desktop helps the library meet these needs and expectations. However, the options for desktop delivery can also be overwhelming, so knowing how and why different software and delivery methods work enables the practitioner to control the outcome of the transaction. This control over the service also ensures that quality service expectations are met by the library since the practitioner has the ability to use a variety of delivery options to the user's desktop. 相似文献
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《The Reference Librarian》2013,54(79-80):281-295
Summary After a 22-week pilot study, Penn State launched a university-wide real-time virtual reference service in Fall 2002. The Penn State Virtual Reference Service (VRS) features chat, co-browsing, and authentication into licensed databases. VRS serves students, faculty, and staff at 21 residential and commuter campuses statewide, as well as students enrolled in World Campus distance learning courses. This paper presents an analysis of the users, questions, exit surveys, and a VRS librarian survey. 相似文献
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《The Reference Librarian》2013,54(81):89-103
Abstract Reference service in academic libraries has evolved over the years from what was the “reference interview” to the kind of service transaction which takes many forms and involves numerous information resources and the highest librarian expertise in some situations. Reference is more versatile now than ever, and this may be attributed to the abundance of resources and the multitude of ways librarians can acquire access to needed information. Coordination of efforts, expertise, and resources can make a great reference department function efficiently and effectively. College and university libraries with huge reference departments may need reference managers or heads of reference to manage them, but there are smaller libraries with small reference departments which employ less than five reference librarians. Managing these small libraries with an even smaller pool of reference librarians may not seem as complicated as managing large ones. The head of reference position is an important one in the library, both for the staff and for the users served. This article will try to present views on the qualities, qualifications, and requirements which the head of reference should possess in the 21st century. 相似文献
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ABSTRACT This article discusses how a library's consistent policy of accessibility and foresight positioned itself to serve its students, faculty and staff in the virtual world of Second Life. Always ahead of the technological curve, this library has been the front-runner in providing services to distance learners via text messaging, “chat,” e-mail, and telephone services and via its laptop librarian project across the campus. It now is poised and ready to provide service in Second Life. Collaboration between the library and teaching faculty culminated in the creation, development, and furnishing of a library in Second Life, an environment that gives new meaning to “off-campus” learning. Without marketing, but as a visible presence, the Second Life library was able to attract both off-campus guests and affiliated students and faculty and even participated in campus-wide projects. This experiment has enjoyed the support of both the university and library administration. 相似文献
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《The Reference Librarian》2013,54(72):179-194
Abstract The breadth and depth of subjects and the size of user population of a major university library demand a well-organized reference service. To manage such diverse disciplines and clientele, librarians rely on each other for shortcuts recorded and saved in a staff-access vertical file. A team approach of sharing useful reference sources helps all reference librarians improve their service to library users. If reference staff can efficiently store and organize fugitive material that can be shared by all staff members, they can use that material to meet immediate ready reference needs, and later develop sophisticated information-access tools such as pathfinders and knowledge bases. 相似文献
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《College & Undergraduate Libraries》2013,20(4):31-42
Abstract Binghamton University Libraries implemented an IM reference service using the Trillian client to monitor multiple IM accounts at two distinct reference service points. This paper addresses the process and practical considerations of implementing the service including selection of the appropriate software, creation of IM accounts for each service, development of a staffing schedule, and training of reference staff. Also included is an outline of future plans for improving IM services for students and academic library users. 相似文献
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《College & Undergraduate Libraries》2013,20(4):43-54
Abstract Launching virtual chat reference services at Boatwright Library at the University of Richmond has been an interesting challenge of “trial and error” over the years. After trying several different software programs and staffing options, librarians have finally found a niche with AOL's Instant Messenger service. The first section of the article describes a path of experimentation, including early collaborations with the computing services help desk, staffing patterns within the library, technical and financial challenges with virtual reference software, and attempts to get students to use reference chat services. The second half of the case study describes the great success with AIM service in the past year, providing statistical information as well as coverage of training and guidelines, advertising, and staffing. This article touches on a number of themes, including the value of experimenting with a variety of chat reference software programs, and the need for library staff to stay current with new technologies. 相似文献
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《图书馆管理杂志》2013,53(1-2):149-168
Abstract As library service providers for distance learners, we are constantly searching for ways to improve communication, share our knowledge, and make distance learners aware of our resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years, and is offered by many libraries, the four institutions comprising this service have taken a variety of paths to reach the current stage-a collaboration among academic state university libraries of varying size. This paper discusses collaboration aspects such as differences in institutional cultures, negotiations, planning and implementation, developing policies and best practices, staff training, technology issues, and lessons learned that can be applied to any collaborative project. 相似文献
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《The Reference Librarian》2013,54(59):177-188
Summary A service orientation strongly rooted both in mission work and in identification with students has firmly undergirded and motivated my reference service. A missionary's familiarity with certain subject areas provides certain ready-response and advisory capabilities. Extending my approach from missionary teaching, I attempt to provide leads to all significant data that are relevant to reference questions. By making the most of fleeting reference opportunities with students, I try to train them as potential peer teachers of library skills to other students. Effective communication with library users can involve adapting to very different ways of conveying messages. Saving face for others and building an inviting public impression can be a key to effective reference communication. Highly committed users, especially graduate and international students, deserve our most skillful, conscientious reference assistance. 相似文献
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《Journal of Interlibrary Loan, Document Delivery & Electronic Reserve》2013,23(2):153-180
Abstract In spring 2006, 404 medium-sized academic libraries participated in a survey to determine their reference-staffing practices. A medium-sized academic library is one affiliated with a bachelor's degree granting institution where the FTE enrollment is 3,000-9,999. Libraries reported their type of service model, number of questions asked, number of staff, variety of service points, types of staff utilized, hours and other factors used to make staffing decisions. What are the staffing practices in reference departments at medium-sized academic libraries? How many reference and non-reference librarians are scheduled to work at reference service points? How many questions are typically asked during a week? Are students or support staff utilized? What type of model is most prevalent-one central desk with one librarian, several distributed desks with one or more staff members, a tiered service model or something else? What factors do reference managers consider when determining the hours and types of staff scheduled? These questions, and more, are explored in this report. 相似文献
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Abstract When a university acquires the library of a national institute and the institute's active and worldwide membership expects continued and uninterrupted access to services from the collection, Shockwaves can reverberate throughout the university's main library and among its staff. This was especially true for the Reference Department of the University of Mississippi's J. D. Williams Library, which acquired the library collection of the American Institute of Certified Public Accountants (AICPA) in 2001. This article addresses the various challenges, problems, successes, and other situations experienced in offering reference service to unique users who are never present. 相似文献
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《College & Undergraduate Libraries》2013,20(4):75-95
Abstract As library service providers for distance learners, we are constantly searching for ways to assist them in their use of library resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years and many libraries offer such services, as a medium-sized institution, Emporia State University took some time to move into providing such a service on a formal basis. Several issues, including staffing and funding, delayed entrance into this arena. It was not until a collaborative academic reference venture among several academic libraries in the state was proposed that the ESU library was able to offer this service. Advantages and disadvantages of the collaboration will be discussed, as well as lessons learned that can be applied to any collaborative project. 相似文献
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When Life Hands You Lemons: Overcoming Obstacles to Expand Services in an Embedded Librarian Program
ABSTRACT Having launched a pilot program of embedding librarians in faculty Blackboard courses, a team of university regional campus librarians reviewed their library services to faculty teaching online, off-campus, and traditional courses, and returned for Round 2. Just as the library services offered in this collaborative effort were taking off, conditions worsened. A storm of staff reductions, budget cuts, and administrative reorganization hit. Despite the climate of uncertainty and challenges, the embedded librarians persevered as they are convinced of the value of collaborating with faculty in Blackboard as active academic research consultants to further students’ information literacy skills. Project Information Literacy's findings validate this strategic solution. Consequently, the embedded librarians assessed users and implemented sustaining practices to the program to maximize its impact. Moving in the right direction is essential and doable, no matter the difficulties. 相似文献
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《The Reference Librarian》2013,54(69-70):395-406
Summary The adult learner in the academic environment faces some unique problems and challenges. Balancing work, family, and a job are just a few examples. Technological changes in information retrieval and research, and in the use of the library can also magnify the adult learner's problems. The study targets adult learners at Penn State Erie, The Behrend College. Focus groups and questionnaires are used to gather information from both active and non library users among the adult population: their views about the library environment, library resources, service, instruction, other traditional students, and staff. Perceptions about the adult learner are also obtained through face to face interviews with teaching faculty and administrators. Findings from the study will assist librarians to better understand the needs and expectations of the adult learner, and plan accordingly to meet these demands. 相似文献