共查询到20条相似文献，搜索用时 91 毫秒
1.
《The Reference Librarian》2013,54(73):281-292
Abstract Many library directors and administrators spend a significant portion of their time attempting to market the library and its services. Getting patrons into the library and keeping their business is an integral part of the day-to-day management of the library. This mission, however, is not always effectively passed on to the front lines to the one group of people who face the patrons on a daily basis -the reference librarians. This article will show how the library's service points can be used as marketing tools; outline what librarians and public service staff should know about their library; and discuss ways in which reference service librarians can help further the library's marketing and public relations goals. 相似文献
2.
The Robert W. Woodruff Library, Atlanta University Center, recently restructured its system for information service delivery by moving from the traditional one-desk model to a dual component model that is delivered from two service points in close proximity. Under the former system, services were solely delivered by reference librarians. The new system offers the same array of information services provided by a combination of librarians and library support staff who have received special training. The observed outcomes have been a higher quality of customer service delivery, an increased use of research consultation services, a more informed and engaged library staff, and increased opportunities for reference librarians to make campus visits. This article outlines the entire process from conception to implementation, including staff training requirements, statistical data, and future implications. 相似文献
3.
《The Reference Librarian》2013,54(37):49-64
Reference librarians have been concerned about reference performance for many years. Evaluation and study have produced statistics and guidelines but not procedures for service. Many studies dwell on failure of the librarian but offer no process for systematic remediation of reference inaccuracy. Librarians should study more closely the successful patron's approach to the reference encounter and shift the emphasis of their concern and training to perfecting the delivery of service. Service industries have long known that the skill in delivering a service is often as important as the service itself. This paper offers a beginning in the redirection of reference energies to improve upon existing performance. 相似文献
4.
《Legal Reference Services Quarterly》2013,32(2):67-82
This article examines the duties and liabilities of legal reference librarians to provide legal information to all sorts of patrons. While some law librarians may be bound to provide extensive reference service to specific patrons as a result of laws or court decisions, most librarians are only under those requirements determined by the local library or its governing body. Inadequate legal advice, instead of good legal reference service, can result in librarian malpractice and liability, with varying degrees of harm to the patron as well. A proposed hierarchy of patrons, with differing levels of service to be rendered is proposed. The final section deals with alternative means of legal information delivery, which would take the burden away from law librarians. 相似文献
5.
Susan Shultz 《Journal of Business & Finance Librarianship》2013,18(1):25-30
ABSTRACT In this article Jenkins and Beall, librarians at Auburn University, have identified free Web sites for providing answers to business reference questions most frequently asked in academic libraries. The authors determined these questions by polling other business librarians, researching the topic on the Internet and in business literature, and drawing upon their business reference backgrounds. Web sites were selected by searching the Internet extensively, querying other business librarians and business faculty, combing numerous business academic library Web pages, and experience by the authors in answering business reference questions via the Web. The researchers sought answers and noted productive sites for each question. Jenkins and Beall expect this article will help other librarians determine the most useful Internet sites for answering business reference questions. They also hope this research will provide guidelines for librarians in developing solid lists of essential Web sites for business researchers. 相似文献
6.
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
7.
《The Reference Librarian》2013,54(22):81-91
Twenty-four public and academic reference librarians were surveyed for the purpose of obtaining information about the services if any, that they currently provide for information brokers, the appropriateness of providing reference services for those who market the information obtained, and whether or not reference departments of public and academic libraries should provide competing fee based reference services. Few public or academic librarians objected to providing reference services for information brokers. Academic reference librarians expressed the view that service should not interfere with services for their primary clientele. Public reference librarians generally held the opinion that their services should be available to all and had already been provided for with public funds. Both public and academic reference librarians expressed concern about qualifications of some commercial suppliers of information as this effected their relationship with them. Public reference librarians were of the opinion that information brokers did not compete with the library and the library should be hesitant about providing fee based reference services. Academic reference librarians were divided in their opinoins about the latter. 相似文献
8.
Emily K. Chan 《图书馆管理杂志》2013,53(1):23-32
ABSTRACT Much has been written about the competencies that reference providers must exhibit to be successful at their positions given today's technology-rich, information environment. Many have proclaimed new mandatory technological and attitudinal qualities for librarians, while others have interviewed future, practicing, and hiring librarians for their perspectives on this topic. This study adds to the existing literature by examining a dataset of 9,683 recorded reference transactions collected during the fall 2012 semester in an urban, academic/public library. This dataset provides a very current look at the requisite knowledge, skills, and abilities that reference providers need to be successful at this library. 相似文献
9.
《The Reference Librarian》2013,54(79-80):201-213
Summary Increased student use of the Internet and declining reference desk statistics are factors encouraging academic reference librarians to look for new ways to reach patrons. Web-based customer contact center software gives librarians the tools to provide interactive, 24/7 reference service to Internet users. This article describes how the library at California State Polytechnic University, Pomona developed its live/web reference service. We discuss the factors that encouraged us to launch the service, the challenges that we encountered along the way, and examples of our experiences to date. 相似文献
10.
Michael Ahenkorah-Marfo Harry Akussah 《International Information and Library Review》2017,49(2):87-96
Librarians have different perceptions on the employment of social media in library services. This research focused on investigating the perceptions that academic librarians in Ghana hold about the employment of social media in providing reference and user services. A quantitative research approach employing a Likert-type questionnaire was used in soliciting the views of 99 librarians from six top public and private universities in Ghana on their perspective on the use of social media in providing reference and user services. The findings of the study indicate mixed perceptions on the application of social media in reference and user services. These are variously attributed to lack of skills on the part of librarians to use social media, low bandwidth and poor internet connectivity, and inadequate support/motivation from parent institutions among others. As a result, librarians found the traditional mode of service delivery more comfortable, though they knew the importance of social media in their services. The study recommended, among others, development of skills and sensitization workshops to whip up interest in librarians to use social media in reference and user services. 相似文献
11.
《The Reference Librarian》2013,54(60):139-144
Summary As reference librarians, our goal with every patron contact should be to go the extra mile, to make patrons stop and realize that they have received service beyond their expectations. Outstanding customer service is not so much a skill to be learned as it is an attitude. It's an attitude of genuine caring for people, a desire to help people to the fullest extent of our capabilities. It's exhibited by those who truly like people-all kinds of people-and who love serving people. Public librarians who do not possess this desire simply don't belong in the public sector of the library. 相似文献
12.
Public services librarians at South Dakota State University (SDSU) piloted a project to provide personalized reference services to university administrators. The goals of the Administrative Research Support Service were to provide quality information results that inform institutional decision making, to assist SDSU administrators in focusing their research questions, to provide a convenient venue for SDSU administrators to request library research, and to highlight the library’s contribution to SDSU’s mission. During a rollout of the service in 2012, five librarians contributed to the service and ten projects were completed. This initial offering of the service fostered connections between librarians and administrators, allowed librarians to be visible to the campus in an unexpected and innovative manner, and garnered the informal appreciation of administrators. Suggestions for improvement included establishing more formal evidence of the service’s benefits, promoting direct communication between librarians and administrators who are end users of the information, and setting up clearer expectations for librarians’ time commitment to the service. 相似文献
13.
《The Reference Librarian》2013,54(30):145-155
A critically important component for all new and continuing reference librarian training is the rapidly changing demographic climate at academic library reference desks. Public libraries have historically been the primary public service agencies dealing with diverse clientele. Academic librarians must rapidly catch up with them, as well as with other fields - business, education, social work - for whom the word "multicultural" is already integrated into their lexicons. Isolated academic libraries throughout the country are pioneering with public service training programs that reflect these dramatic changes in clientele. Further, general suggestions are put forth outlining the significance of shared goals, administrative support, and an understanding of the issues as necessary prerequisites to any multicultural training program. 相似文献
14.
《Library Acquisitions: Practice & Theory #》1998,22(3):279-285
Outsourcing, long a presence in the library world, is increasingly seen as a way to cut technical service costs. This development has caused great insecurity among technical service librarians and frequent discussions about whether cataloging and acquisitions are threatened specializations. We argue, based on outsourcing experiences at Stanford University Libraries, that the need for experienced technical services librarians increases rather than decreases in a library that outsources some of its technical service operations. Quality control, once built into routines carried out at the clerical level, becomes a major factor for the success of the outsourced operation. This quality control component logically devolves to librarians who know how the finished product should look. We describe the quality control programs developed for monitoring a no-return approval plan and vendor-supplied cataloging. 相似文献
15.
《Library Acquisitions: Practice & Theory #》1998,22(1):5-14
There is no more important relationship than the one between the library and its suppliers. It affects much more than the library department with which the supplier deals directly and it should, therefore, be considered a critical link in the library’s ability to deliver quality service to its users. This article discusses the use of business partnering as a means to develop relationships between acquisition librarians and their vendors. An outline of service quality dimensions is presented and compared to criteria normally utilized to evaluate vendors. Librarians and vendors who are committed to providing quality service to their respective customers can begin the process of business partnering by discussing service quality dimensions and agreeing upon a plan to continuously improve service quality within both organizations. 相似文献
16.
Ronald Martin Solorzano 《The Reference Librarian》2013,54(2):89-102
The notion of what reference service ought to be continues to change as technology provides new ways to interact with users and alters their expectations of the library and librarians. As new tools for interaction become available, it is critical that librarians continuously evaluate their effectiveness at providing users with a valuable service that meets the needs of the community being served. By assessing tools and techniques in light of user expectations and satisfaction, librarians can come up with unique service programs that also incorporate their own knowledge and interpersonal skills. 相似文献
17.
《Library Collections, Acquisitions, and Technical Services》2001,25(2):171-178
Full-time bibliographers are not common in smaller and medium sized academic libraries. In this setting, reference librarians typically serve as selectors of books and other library material. However, reference librarians for the most part are hired to perform public service duties revolving around a busy reference desk. In the past few years, additional responsibilities have been added to the reference librarians’ workload, making it difficult to perform collection development duties. Acquisitions and collection development librarians are frequently frustrated at how reference librarians seemingly put off or defer their collection development responsibilities. However, there are ways to utilize reference librarians in a collection development team and help them become effective part-time bibliographers. 相似文献
18.
《Behavioral & Social Sciences Librarian》2013,32(2-3):21-29
In most academic libraries, reference librarians are confronted with increasing patron demands for online database searching. Since this type of service requires unique skills and expertise, there is also demand for librarians who can provide traditional reference service integrated with online searching. This article will examine five critical factors which must be considered for successful functioning of search analysts as reference librarians: professional training, background knowledge and working experience in reference services, personality characteristics and interpersonal skills, the marketing of online services, and patron evaluations supplemented by postsearch reference assistance. 相似文献
19.
指出参考咨询服务是各级公共图书馆的重要业务之一,一直为图书馆界所重视,而国家图书馆的参考咨询服务政策具有很强的示范效应,往往为各图书馆所仿效。以美国国会图书馆、英国大英图书馆及澳大利亚国家图书馆为研究对象,由参考咨询服务政策分析比较国家图书馆对于服务对象与范围的界定,并藉此针对我国图书馆参考咨询服务的发展提出相关意见建议。 相似文献
20.
《Research Strategies》1998,16(1):71-77
Over the post five to ten years, company and industry information has been packaged and repackaged into a vast number of sources and formats. Undergraduate students consulting business sources in their library frequently become lost or confused because they are not familiar with the sources, nor do they understand how the sources interrelate and complement each other. How does a student develop a context for using business sources? Reference and instruction librarians can help students develop a framework by incorporating three key concepts into their encounters with students. This article presents an approach that reference and instruction librarians who work in environments where they answer questions related to all disciplines and who possess limited knowledge of business sources can use to help students develop a framework for classifying and using business information sources. 相似文献