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1.
Abstract

The reference department of the 21st century has to provide services, which are constantly being shaped by the changes in the information environment and the expectations of patrons of the fast-paced era. The presence of a visionary and dynamic leader to direct and influence the behaviors and activities of the staff who must provide the reference services is an important component in the delivery of quality services. This article focuses on the competencies that the leader must possess in order to get the job done well and influence and direct the employees' abilities towards the achievement of the department's predetermined goals. Some of the core competencies considered valuable for the reference leader are identified, defined and discussed.  相似文献   

2.
ABSTRACT

This article describes the planning process and implementation of a single service point at Yale University's Sterling Memorial Library. While much recent scholarship on single service points (SSPs) has focused on the virtues or hazards of eliminating reference desks in libraries nationwide, this essay explores the ways in which single service points can improve the patron experience by bringing together circulation, information services, and library privileges. It begins with an overview of the process at Sterling, including the library renovation that enabled our transition. After laying out the planning, training, and implementation phases of the single service point, the essay presents the major issues with which SSPs must contend (staff expertise, integration within the library, and designing a space to suit both staff and patrons) and considers the potential of such service points to improve library services.  相似文献   

3.
ABSTRACT

This article describes how the University of Utah's J. Willard Marriott Library implemented a competency-based talent management system across the organization to address organizational, departmental, and individual needs. Success of the implementation was mixed. Designing human resources systems around core competencies made organizational values and goals concrete but proved unsustainable in the long-term. Using core competencies to shape departmental goals, coach staff and library faculty, and onboard new employees proved beneficial at the middle management level.  相似文献   

4.
Objective:In 2018, the Network of the National Libraries of Medicine (NNLM) launched a sponsorship program to support public library staff in completing the Medical Library Association''s Consumer Health Information Specialization (CHIS). The objectives of our study were to: (1) determine whether completion of the sponsored specialization improved ability to provide consumer health information; (2) identify new health information services, programming, and outreach activities at public libraries; (3) investigate benefits of the specialization; and (4) determine the impact of sponsorship on obtaining and continuing the specialization.Methods:We used REDCap to administer a 16-question survey in August 2019 to 224 public library staff who were sponsored during the first year of the program. We measured competence in providing consumer health information aligned with the eight Core Competencies for Providing Consumer Health Information Services [1] as well as new activities at public libraries, benefits of the specialization to public library staff, career gains, and the likelihood of continuing the specialization based on funding.Results:More than 80% of 136 participants reported an increase in core consumer health competencies, with a statistically significant improvement in mean competency scores after completing the specialization. Ninety percent of participants have continued their engagement with NNLM, and more than half offered new health information programs and services. While more than half planned to renew the specialization or obtain the Level II specialization, 72% indicated they would not continue without NNLM sponsorship.Conclusions:Findings indicate that NNLM sponsorship of the CHIS specialization was successful in increasing the capacity of public library staff to provide health information to their communities.  相似文献   

5.
《The Reference Librarian》2013,54(69-70):181-192
Summary

Reference services at ARIS are provided by a team of five staff—four educational professionals and one information services professional. This unusual structure was developed in response to the needs of teachers and practitioners in the adult literacy and basic education (ALBE) field in Australia. This paper describes ARIS and its activities, explains how reference services are provided and identifies factors that may influence the effectiveness of this model of service. It finds that although a full evaluation is required, this model is effective in providing services that meet the particular needs of teachers in this particular field.  相似文献   

6.
ABSTRACT

As academic institutions continue to renovate and remodel existing libraries to include colocated services, it is important to understand how this new environment requires the redefining of traditional library roles and responsibilities. This case study examines how Delaware County Community College redefined reference and research service by transitioning to a triage reference model. This includes how information desk staff and student workers at a single service point determine when to refer users to librarians and how this model has evolved based on specific situations and experiences.  相似文献   

7.
《The Reference Librarian》2013,54(59):139-146
Summary

New reference desk staffing configurations are required as reference service evolves from locating in-library resources to using and teaching the use of electronic resources. The tangible and intangible benefits achieved by scheduling technical services staff to assist at the reference desk are discussed. Intangible benefits include improved library service due to technical services staff expertise, and greater flexibility for reference desk staffing. The reference staff can also learn more about the automated library system and current processing initiatives from their technical services colleagues. Technical services staff benefits from seeing the results of their work in a public services setting and experiencing the satisfaction of helping users locate needed information. A stronger sense of library service is instilled in the “back room.” Technical services staff will also enjoy more challenge, opportunity, and variety in their work. Some tangible benefits realized at the University of Minnesota's Bio-Medical Library, which are directly related to the scheduling of technical services staff at the reference desk, are also briefly described.  相似文献   

8.
Objectives:Access to high-quality information improves the quality of patient care, but lack of time and sufficient skills in information seeking can prevent access to information by clinicians. To solve this problem, clinical informationists can provide high-quality, filtered information for clinical team members. This study identified the core competencies that clinical informationists need to effectively fulfill their roles on clinical teams.Methods:Participants were selected purposefully from clinicians and medical librarians. Data were collected through semi-structured interviews and analyzed using qualitative content analysis.Results:The authors identified six competencies—communication, research, education and training, domain knowledge, information services, and technology—which together were used to develop a “CREDIT” model of core competencies for clinical informationists.Conclusions:The CREDIT model can be used as criteria for evaluating the performance of clinical informationists as well as for developing and assessing clinical informationist educational programs and curriculums.  相似文献   

9.
《The Reference Librarian》2013,54(75-76):197-204
Summary

The trade and popular literature of business provides a rich source of commentary upon interactions with difficult people. Examining information from the literature concerning this topic and applying it to the library setting, the reference librarian or public services staff member may acquire techniques for use in confronting a patron who, for one reason or another, is angry or hostile. The activities suggested here- clarifying a misunderstanding, insulating oneself from negativity, showing empathy, and listening-are common sense elements of successful customer service and coping techniques.  相似文献   

10.
《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   

11.
《The Reference Librarian》2013,54(69-70):171-179
Summary

Distance education's steady evolution from correspondence courses to virtual classrooms poses a significant challenge to the delivery of library services. Success in achieving widespread electronic access to library catalogs and online databases serves only as the foundation for meeting this challenge. Full evolution to virtual library services demands the addition of dynamic and interactive electronic reference services. The Telebase Help Desk service is one model of an Internet-based interactive reference service.  相似文献   

12.
ABSTRACT

As libraries change to meet the evolving needs of our patrons, including the development of online services, many libraries are considering consolidating physical service points to maximize staff and better serve the in-house patron. This article describes the planning, implementation, and evaluation process involved in merging the circulation and reference desks at the University of New Orleans Library. The cross-training process is described in detail, and benefits as well as problems experienced are outlined. The authors also provide advice for those considering a merge at their library.  相似文献   

13.
ABSTRACT

Service blueprinting is a method for designing, assessing, and improving services. This article provides a practical overview of the service blueprinting process for library technology services. We begin by outlining the recent conversation around library technologies, service design, and service blueprinting. We then detail an iterative case study for the creation process of a service blueprint, followed by a discussion of the service insights and improvements that resulted from this activity. We conclude by offering a set of recommendations for creating and analyzing service blueprints. Ultimately, the service blueprint is a useful tool for understanding the operation of a service, and for situating that service within a broader and interconnected library ecosystem.  相似文献   

14.
ABSTRACT

From trial to implementation, technical services staff play an important role in shaping awareness and expectations of new or updated electronic resources. With appropriate message control during the rollout process, technical services staff can positively influence understanding and awareness of resources while keeping co-workers’ and patrons’ expectations in check. At the same time, by embracing this public service role, technical services acts as a full partner with public services in mediating resources to patrons. This article explores technical services’ public-facing role by describing a protocol for managing rollouts that emphasizes timing internal and external communications, providing training and support materials, and maintaining accuracy and objectivity in all rollout communications.  相似文献   

15.
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   

16.
SUMMARY

This article looks at what law librarians are doing to support law school administrative and staff offices. The history of academic law libraries explains why this area of public services has been slow to develop. The article then discusses the type of services currently provided, including researching alumni for the alumni development staff, developing content for law school Websites, and serving on/assisting law school committees. The article concludes with a discussion of the costs and benefits of expanding services to these offices.  相似文献   

17.
ABSTRACT

Changes and innovations in higher education learning and teaching acted as a catalyst for rethinking the way in which service was delivered to library clients at Australian Catholic University. The Single Service Point was piloted at one campus library in 2014 to develop a best practice approach to service delivery. The merging of cultures within the library environment was achieved through committed leadership, with staff agreeing on shared values and goals and applying the university mission. All staff were responsible for seeking solutions to challenges and becoming autonomous in their professional development and training. Overall, in a Single Service Point model, service efficiency, excellence, and quality increased through staff teamwork, contribution, and collaboration.  相似文献   

18.
Starting in the fall of 2012, the staff at the University of Texas at Arlington (UTA) Library began to plan for a library-wide reorganization of staff and services. Every staff member would be affected by the reorganization process, including the library’s serials and e-resources team. In what could be a most chaotic time, the serials and e-resources team chose to use the North American Serials Interest Group (NASIG) draft version of core competencies for electronic resource librarians as a guide to help in selecting members for the e-resources team that would emerge following the reorganization. The presentation on which this article is based reviews the situation at UTA, the core competencies, and how the serials/e-resources team used the core competencies along with a self-assessment tool to help select the most qualified staff for the team.  相似文献   

19.
《图书馆管理杂志》2013,53(1-2):217-226
Abstract

A virtual reference service is likely to attract both on-campus and off-campus students and providing one service for all users can extend the hours of availability to all students. The needs of these two student populations may differ and off-campus users may present some specific challenges to the reference staff. While some libraries do have a specified distance education librarian, it is unlikely at many institutions that there will be reference staff dedicated only to answering questions from off-campus students. Reference services for off-campus students do present special issues about which general reference staff may not be aware. With awareness of these challenges and proper training, an existing virtual reference service can be extended (or improved) to help off-campus students, or a new chat service can be developed with the objective to assist all user groups with equal success.  相似文献   

20.
ABSTRACT

Due to an identified need for formal assessment, a small team of librarians designed and administered a survey to gauge the quality of customer service at their academic health sciences library. Though results did not drive major changes to services, several important improvements were implemented and a process was established to serve as a foundation for future use. This article details the assessment process used and lessons learned during the project.  相似文献   

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