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《The Reference Librarian》2013,54(75-76):163-172
Summary Emerging technologies continue to offer librarians new opportunities to improve user services. Comment and query links on some library web pages are absorbing a significant share of the customer service workload previously handled by traditional reference desks. Fa miliar types of patron problems of course continue to crop up at the “vir tual reference desk.” New and different aspects of patron problems also appear. Originating with the experiences of a research university li brary's web group in dealing with incoming user messages, this study examines the challenges as well as advantages of dealing with “problem patron” phenomena in a virtual environment. 相似文献
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Carmina Cortés-Villalba Isidoro Gil-Leiva Miguel Ángel Artacho-Ramírez 《Library & information science research》2017,39(4):311-318
To evaluate the quality of service it is critical to know the concepts on which such evaluations are made from the user point of view. Differential semantics was applied in an emotional design framework to identify these concepts, or dimensions, and an equation was devised to discover the influence they have in the acceptance of a service by users. Some 53 users evaluated the tangible elements of 28 library information desks. Five latent concepts emerged from the analysis: modern, welcoming, professional, simple, and accessible. The most influential concepts influencing willingness to interact at library information desks were, in descending order, modernity, professionalism, welcoming environment, and accessibility. Finally, a comparative semantic profile was developed to explore the perception differences between the most and the least desirable information desks. Understanding the concepts that users consider when evaluating information desks and the influence of those concepts on user behavior can help designers improve overall service quality impressions. 相似文献
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二十多年来,参考咨询与信息服务日益介入电子世界,而逐渐远离图书馆的参考咨询台和纸质馆藏.本文介绍一项基于不断变化的环境针对参考咨询与信息服务进行的研究,旨在分析两个研究问题:①从用户和馆员行为及其所利用信息源的角度来看,当前参考咨询与信息服务活动有哪些趋势?②当前参考咨询过程的基本模型是什么?作者通过焦点访谈法搜集承担参考咨询与信息服务专业课程教师的意见,并通过自由讨论的形式征集其他专业课程教师和博士研究生有关虚拟参考咨询教育的看法.研究结果表明,参考咨询模型具有明显的互动性和合作性,其中参考馆员和用户均扮演信息获取、信息接收和信息生成的角色.论文提出参考咨询过程的模型,并分析这一模型对参考咨询与信息服务活动产生的影响.图1.参考文献63. 相似文献
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《Medical reference services quarterly》2013,32(1):43-58
A survey of users of PsycLIT and MEDLINE on CDROM was performed at an academic medical library. The questionnaire was designed to gather information about the user population, satisfaction of the users, the assistance needed to use the systems, and the type of searches being performed. The majority of users were graduate students in the schools of medicine, nursing, and pharmacy. In general, users were satisfied with the performance of the systems. Assistance from a librarian, printed documentation, or another patron was required by 85% of users, and they were generally satisfied with this assistance. Most searches were performed to obtain information on a subject. The results were remarkably similar for both databases. 相似文献
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《The Reference Librarian》2013,54(95-96):21-35
Abstract This study applied traditional categories used for classifying questions presented at reference desks to online reference services. Questions presented at Penn State's subject libraries were classified as ‘Where Is,’ ‘Troubleshooting,’ ‘Policy and Service,’ and ‘Reference.’ Definitions and examples were provided to the librarians and staff covering thirteen reference desks. These categories were then applied to Penn State's e-mail and chat reference transactions for the Fall 2002 semester. Although the types of questions were similar across the three services, there were differences in the proportion of questions by categories. This suggests that services have similar, yet distinct, functions and that the type of questions submitted differ between in-person and online and also between e-mail and chat. 相似文献
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A survey of users of PsycLIT and MEDLINE on CD-ROM was performed at an academic medical library. The questionnaire was designed to gather information about the user population, satisfaction of the users, the assistance needed to use the systems, and the type of searches being performed. The majority of users were graduate students in the schools of medicine, nursing, and pharmacy. In general, users were satisfied with the performance of the systems. Assistance from a librarian, printed documentation, or another patron was required by 85% of users, and they were generally satisfied with this assistance. Most searches were performed to obtain information on a subject. The results were remarkably similar for both databases. 相似文献
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基于用户需求的图书馆用户满意实证研究 总被引：2，自引：0，他引：2
通过对图书馆用户满意和用户需求的研究成果进行梳理,分析图书馆用户满意的构成维度、影响因素、用户需求特征,以及用户需求与满意之间的关系;从需求角度出发,构建图书馆用户满意度模型.采用问卷法对高校图书馆和公共图书馆的用户进行调查以收集原始数据,采用结构方程模型进行模型验证.研究发现:用户需求与感知的不一致会直接影响其对图书馆的满意度;图书馆用户整体满意度由信息资源满意、信息服务满意、信息系统满意组成,这三种满意度分别都会正向影响图书馆整体满意度;信息资源满意会正面影响信息系统满意,信息服务满意会正面影响信息资源满意,而信息系统满意也会正面影响信息服务满意. 相似文献
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《The Reference Librarian》2013,54(2):5-16
ABSTRACT It has been established that much of the assistance provided to library patrons at reference desks does not require the knowledge and expertise of a professional librarian. Is the same thing true of the telephone calls received at reference desks in academic libraries? This article reports the results of one academic librarian's reference desk transaction log analysis which focuses on the categories of assistance provided to patrons who called the library's reference desk. 相似文献
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Abdul Mannan Khan 《International Information and Library Review》2012,44(2):72-85
This study examines user perceptions regarding level of satisfaction with library collections, organization, facilities as well as traditional and IT enabled services. A questionnaire was administered to the faculty members, research scholars and students of the Aligarh Muslim University (AMU), Banaras Hindu University (BHU), Allahabad University (ALU) and Baba Bhim Rao Ambedkar (BBRAU). Overall, respondents indicated that library collections are adequate. In the case of newly centralized university libraries, users were dissatisfied with library collections, particularly at BBRAU, though they were satisfied with the existing infrastructure. Overall, satisfaction levels of users at old centralized universities are good. 相似文献
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ABSTRACTAs 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
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One of the greatest benefits of electronic commerce occurs when physical processes and products are replaced with digital ones. Digital distribution eliminates manufacturing and shipping costs as well as related intermediary margins. The software and book industries, among others, should be able to take advantage of these economies but for the most part have not. Impediments to digital distribution include the benefits of in-person browsing and demonstration, user readiness, device, infrastructure, intellectual property protection, the sensory experience of shopping, the relative probability of impulse buying, the value of display at retail locations, display and gift tangibility, and the need for alternative Internet payment methods. 相似文献
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Who borrows laptop computers in an academic health sciences library? Why do they choose to check out laptops? In a survey, laptop computer users responded that the laptops were used most frequently to do class-related work. Laptops were most often checked out because they could be taken to a quiet area of the library or to where the user had more room to work. The majority of such borrowers were satisfied or very satisfied with the laptops and the service from the library. The majority of those completing the survey were medical school students and graduate students. The circulation of laptop computers at this academic health sciences library is a very successful and popular program. 相似文献
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基于解放军医学图书馆近3年的学科化服务实践,从建立用户信息档案、情报信息的积累与总结、信息平台构建等方面总结了实践经验,提出了深化学科化服务应该转变观点、在大数据时代持有大信息观、以生物医疗领域数据作为研究对象、开展多样化服务、将图书馆服务无缝地、动态地、交互地融入服务用户的过程之中等建议,指出了重点关注机器技术和人工智能是未来的发展方向之一。 相似文献
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《The Reference Librarian》2013,54(38):151-173
Due to the public nature of reference work, librarians need to be accountable to the patrons that they serve. A high level of performance at the reference desk generates good public relations and creates an atmosphere in which patrons are encouraged about returning to the library, whereas poor performance reflects poorly on the library as a whole. In addition to this direct accountability to patrons, reference librarians should be measured on their accountability to their colleagues, the library administration, and the profession as a whole. Several methods have been developed to evaluate the performance of reference librarians. Most such methods concentrate on the accuracy of the response to the patron's question and neglect the process involved in obtaining that answer. Unfortunately, this method of fact-based evaluation does not reflect the needs of patrons at most reference desks. This paper proposes a method for evaluating reference performance based upon behavioral factors. In addition, some specific behaviors which correlate to positive or negative experiences during the reference transaction are discussed. 相似文献
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《Journalism Practice》2013,7(3):372-382
Obituary columns pick over the expired human condition and deliver their posthumous review with a formidable exercise of authority. They inform, they enlighten, they entertain; they also have the capacity to offend and wound. The obituarist's appraisal will be scrutinised by relatives, lovers, antagonists, and acquaintances who remember the characters on the page with a familiarity not necessarily available to the readership at large. At the same time, though, there is a duty to present a complete account so that the cause of historical record is satisfied. In composing these posthumous studies, therefore, writers and editors frequently encounter an ethical dilemma in deciding what measure of intimate information should be revealed. The cause of death (particularly if self-inflicted) and the subject's sexual persuasion appear in this regard as questions of notable complexity. Then there is the matter of qualification for the page itself. Formerly concerned largely with society's more prominent citizens, whose life histories could safely be compiled from biographies and the files, obituary practice has been extended in recent times to offer an egalitarian coverage—notably in the aftermath of terrorism. Obituary desks have had to intrude on grief and seek information from the newly (and violently) bereaved. This article considers prevailing demands in obituary practice which require the exercise of delicate editorial judgment. 相似文献
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《The Journal of Academic Librarianship》2020,46(5):102197
This article examined the research-embedded program implemented in 15 libraries at the Princess Nourah bint Abdulrahman University campus using multiple quantitative and qualitative assessment instruments. The quantitative measures included reference statistics obtained by gathering research-embedded librarians' (RELs) actions, as well as a web-based survey, which was administered to determine users' use of and satisfaction with RELs and services. The qualitative measure involved asking respondents to complete individual REL evaluation forms. RELs spent approximately 18,240 h to perform 5383 transactions of different research support services. Over 61% of users reported being aware of their RELs, 81.6% of whom were satisfied with services provided. The majority of faculty agreed that RELs treated them with respect, were responsive, and provided information in a logical manner. The overall satisfaction with services was encouraging; low user awareness of the embedded services suggests the need for marketing the program. This study demonstrates the value of academic librarians to their institutions beyond traditional work. 相似文献