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1.
Public librarians are not always able or willing to embrace their role as providers of social and institutional capital for homeless patrons. Yet their position as gatekeepers impels them to do so. Through focus-group interviews with staff of homeless shelters in eight urban communities in one Midwestern state, this study explored the collaboration and communication between homeless shelters and public libraries. Findings indicate that homeless shelter staff recognize the value of public library services for their residents but do not engage in coordinated efforts to capitalize on it. Suggestions for enhanced collaboration between the two institutions are included.  相似文献   

2.
Labeled “third-sector” community organizations, public libraries serve homeless individuals by default. Using focus group interview data with library personnel, this qualitative study explored how public libraries in 8 urban and suburban communities in one Midwestern state perceived and served homeless patrons. Three themes emerged: (1) the recognition that libraries serve as makeshift shelters, (2) the inconsistent implementation of code of conduct policy regarding homeless patrons; and (3) innovative “under the radar” responses by administration and staff to resolve the tensions enacted by the presence of homeless persons in library facilities. Recommendations for staff training, internal policy revision, and enhanced collaboration between social service agency and public library staff are provided.  相似文献   

3.
《The Reference Librarian》2013,54(75-76):11-22
Summary

Library staff and other patrons encounter patrons who are one or a combination of the following: mentally ill/disturbed, homeless, street persons, angry, aggressive, unreasonable, rude. Commonly referred to as “problem patrons,” they appear in any type of library: public, academic, institutional, corporate and special. Most of them behave poorly because of their own troubles. The history of “problem patrons,” various types of problem patrons and their identifying behaviors are discussed in this paper. In attempting to define “problem patrons” the information provides a framework for understanding the problems of challenging patrons and for learning to discriminate between problem patrons and patrons who have problems.  相似文献   

4.
Summary

Front-line library staff members often encounter “problem patrons” —those patrons who put others in fear for their own physical security, whether or not that fear is ultimately justified. This article identifies the risks and suggests some precautions, including: defusing anger at the service points through improved interpersonal communication techniques and staff training, drafting policies and procedures to help guide staff as they deal with incidents, and improving the security of library buildings. Legal issues surrounding library security also are examined.  相似文献   

5.
《The Reference Librarian》2013,54(67-68):257-271
Summary

The Americans with Disabilities Act of 1990 (ADA) motivated libraries all over the United States to evaluate their accommodations and services to patrons with disabilities. This article presents a case study of the Texas Tech University Libraries project to meet the needs of their patrons in relation to ADA. The study focuses on including adaptive technologies in the library environment to aid blind, hearing, visually and physically-impaired patrons and increasing library staff awareness of the needs of patrons with disabilities. Findings from the study will also benefit school, public, and special libraries that are evaluating their access for patrons with disabilities.  相似文献   

6.
《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   

7.
ABSTRACT

Improving library technologies allow patrons greater autonomy. One such technology, self-checkout kiosks, puts patrons in virtual control over their circulation experience. Whereas previously patrons had to approach circulation staff to check out, now this can be done privately. The impact self-checkout has on the circulation of potentially embarrassing or controversial materials is unknown. In this study, select lesbian, gay, bisexual, and transgender (LGBT) and non-LGBT materials at Central Michigan University's Park Library were anonymously tracked for one academic year to determine if they circulated via self-check or the traditional circulation desk. LGBT materials circulated twenty percent more via self-check, indicating that patrons appreciated the machines' privacy.  相似文献   

8.
ABSTRACT

As staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University’s a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change.

Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models.  相似文献   

9.
In this qualitative study exploring the content of social interactions between library staff and patrons, interviews were held with 15 library staff members in three neighborhood branch libraries in a large American midwestern city. An analysis of the interviews suggests that public libraries may contribute to social capital through the relationships and interactions that occur between staff and patrons. Some of the ways in which these relationships and interactions may contribute to social capital include: building patrons' trust in the library and its staff, connecting people to both community and library resources, providing social support for patrons, reducing social isolation, helping patrons gain skills to function in an increasingly online world, and providing a positive place for neighborhood residents to gather. The kinds of social interactions occurring in libraries that may help to build social capital are highlighted.  相似文献   

10.
Veterans are a unique population that can be found in libraries across the United States. Libraries of all types are developing new approaches to the veterans in their patron populations in the wake of the wars in Iraq and Afghanistan. This study identifies several common strategies that libraries, especially public and academic libraries, are employing to support their patrons who are veterans, as well as distinctions in strategy according to library type. It further explores whether libraries are relying upon library staff who are veterans when developing services and programming for patrons who are veterans.  相似文献   

11.
Library patrons have many requests for library services and resources. With limited budgets and library staff who are already stretched thin, how can academic libraries ever hope to understand and meet the growing variety of patron needs and desires? This article will outline a successful strategy of utilizing students to pitch, pilot, and implement academic library services as well as gather feedback from fellow students about their expectations for the academic library.  相似文献   

12.
As primary source materials in the library are digitized and made available online, the focus of related library services is shifting to include new and innovative methods of digital delivery via social media, digital storytelling, and community-based and consortial image repositories. Most images on the Web are not of sufficient quality for most media outlets, so what happens when patrons require high-resolution versions of images for use in their print publications or projects? Until recently, patrons at the University of Houston Libraries used a clunky, paper-based request process for high-resolution images that was frustrating for them and time-consuming for staff. The authors of this article outline how an interdepartmental team of University of Houston Libraries staff used Drupal to develop an automated patron request system that is modeled after online shopping cart experiences and integrates with the CONTENTdm-based University of Houston Digital Library. The article provides suggestions for libraries with digital collections about how to create a system that efficiently captures patron requests and streamlines staff delivery of high-resolution files.  相似文献   

13.
How do you prepare a campus for the closure of one main library and the opening of a brand-new building? Temple University Libraries faced this question in 2019. Their marketing team answered the call by creating a campaign that honored their original Paley Library while building excitement for the new Charles Library. As part of this campaign, library staff worked together to create their own “Mean Tweets” video, reading real tweets patrons had posted about Paley over the years. In this column, the team's director reflects on the process and how it changed the tone of their overall campaign.  相似文献   

14.
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   

15.
Health sciences libraries are often challenged to make decisions regarding physical space allocation without quantitative data to support specific user preferences. This multisite, longitudinal study sought to answer the following questions related to academic health sciences libraries: (1) Which library spaces are popular with health sciences patrons? (2) How does time of day and allocated seating space affect patron choices? (3) What similarities and differences occur in space usage across four different health sciences libraries? Results suggest health sciences libraries must develop a nuanced understanding of their patrons’ preferences to best serve patrons’ needs regarding space allocation. Libraries can benefit from these types of methodological studies that target specific populations, supporting more informed space allocation decision making.  相似文献   

16.
Abstract

Orienting patrons to library spaces, collections, and services is an important, but time-intensive, challenge for many librarians. Library tours are one strategy commonly employed to familiarize patrons with library spaces and services. Augmented reality provides a new opportunity for librarians to develop engaging and interactive unmediated tours. Augmented reality tours provide participants with an opportunity to explore library spaces and service points while affording librarians the chance to share valuable information about those spaces and services. This article details how one library constructed an augmented reality tour and shares assessment-based insights into participant responses to the augmented reality format.  相似文献   

17.
Abstract

Beginning in July 2002, the Health Sciences Library at the University of North Carolina at Chapel Hill underwent an 11 million dollar renovation. During three phases of the renovation, parts of the collection were inaccessible to patrons. In order to continue to make the library's collection available, library staff created a paging system. Patrons submitted requests for needed library materials using paper and electronic forms and library staff retrieved the requested items. The paging service was modified three times based on prior experience. Patrons were generally satisfied with the service. The renovation ended in December 2004.  相似文献   

18.
《The Reference Librarian》2013,54(69-70):31-47
Summary

Although much has been written on technophobia and how it can be treated, little has been published on how the reference librarian can help. Limiting the time spent introducing new technologies, speaking without using computer jargon, offering instruction through different learning styles, and preparing patrons to deal with the problems they encounter are a few of the strategies the reference librarian can do to help patrons deal with their fear of computers. This article examines and defines technophobia, offers short-term strategies that reference staff can use to alleviate the anxiety of their technophobic patrons, and finally touches upon long-term solutions and changes that can be made within the library environment itself.  相似文献   

19.
How public library policies, practices and services support the information needs of people experiencing homelessness was investigated using a qualitative-phenomenological design. Data were collected through semi-structured, face-to-face interviews with four homeless participants and seven librarians from four public library networks from a particular New Zealand region. The findings revealed that while none of the participating libraries had policies or services that were targeted at homelessness individuals, the libraries were perceived as providing services that largely met the information needs of their homeless patrons even if there were areas for improvement. It was noted that libraries could provide services that contribute to the strengthening of cultural identity and that policies and services should take relevant socio-cultural contexts into consideration. The findings inform public library policies and practices so that services could be developed and improved in order to enable equitable and effective use by homeless individuals, without unnecessarily segregating this user group.  相似文献   

20.
Describes an urban joint-use library's approaches to library programs for homeless children, teens, and adults as well as agencies the library could partner with. Proposes that libraries put more effort into reaching out to the homeless community instead of assuming the normal expectation that people will come to the library.  相似文献   

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