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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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David Ward 《Public Services Quarterly》2013,9(3):193-207
The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in-person and virtual reference services desks adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in-person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type. 相似文献
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Atlas MC 《Bulletin of the Medical Library Association》2000,88(1):26-35
The relationship between the development of mediated online literature searching and the recruitment of medical librarians to fill positions as online searchers was investigated. The history of database searching by medical librarians was outlined and a content analysis of thirty-five years of job advertisements in MLA News from 1961 through 1996 was summarized. Advertisements for online searchers were examined to test the hypothesis that the growth of mediated online searching was reflected in the recruitment of librarians to fill positions as mediated online searchers in medical libraries. The advent of end-user searching was also traced to determine how this trend affected the demand for mediated online searching and job availability of online searchers. Job advertisements were analyzed to determine what skills were in demand as end-user searching replaced mediated online searching as the norm in medical libraries. Finally, the trend away from mediated online searching to support of other library services was placed in the context of new roles for medical librarians. 相似文献
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Laura Saunders 《Public Services Quarterly》2013,9(2):114-135
Academic reference services face great challenges as they cope with the pace of technological change, competition from other information service providers, and tight budgets. In fact, some critics suggest that reference services are no longer relevant or necessary as more information moves online. This study examines a nationwide survey that reveals that reference librarians are indeed engaged in a wide variety of activities requiring a range of competencies and skills. Results of this study suggest that reference services are not dying but are evolving, with most academic reference librarians engaged in multifunction positions involving both traditional and nontraditional reference activities. 相似文献
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《The Reference Librarian》2013,54(30):59-70
In order to keep pace with a sophisticated clientele who expect instantaneous delivery systems, reference service specialists who have typically looked at document delivery as their ultimate job function now need to look at satisfaction of patron needs. For reference librarianship to be successful, it has to be seen as a valuable and convenient commodity to the user, who comes to rely on the librarian and to trust in the necessity of the service as well as its availability. Reference librarians, then, should look at broadening their services to reach individuals and specialized populations, not "the general public." They will revamp their present service programs to accomodate adult learners, small business owners, and communities with strong ethnic and cultural majorities. Continuing education activities have to be offered in tandem with this transformation of the service itself so that librarians build on traditional reference skills by incorporating business administration, marketing, and adult learning as part of the total educational picture. 相似文献
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《The Reference Librarian》2013,54(89-90):179-191
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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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《The Reference Librarian》2013,54(27-28):5-16
Reference librarians are persons who deal with users directly, providing services which cover a wide range of subjects and formals. Sometimes these librarians have subject expertise or are strong in certain areas. Serials librarians are also providing services to users but the nature of their contribution is sometimes overlooked, often misunderstood. The serials librarian can provide a useful link to the world of periodicals, journals, directories and other reference sources because he or she is familiar with the types of materials available, the treatment of serials, and the problems which are posed by this format's complexity. This paper presents the role of the serials librarian not only as a technical services professional, but also as a valuable associate to reference and public services. The main purpose of this discussion is to describe ways in which both reference and serials librarians can work together toward the ultimate goal of providing quality patron service. 相似文献
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《College & Undergraduate Libraries》2013,20(3):63-85
ABSTRACT Since the implementation of its instant messaging reference service in the 2000-2001 academic year, the librarians at the University at Buffalo (UB) have succeeded in creating a vital presence for virtual reference. The Instant Librarian chat service, open 57 hours per week during the fall and spring semesters, supplements the traditional face-to-face and e-mail reference services available at UB. Real-time reference using AOL Instant Messenger addresses the expectations of a well-informed population of UB users comfortable with the conveniences enjoyed via the Internet, such as file sharing and instant messaging. Librarians at UB use Instant Librarian to their advantage by employing active learning techniques, while answering both simple and complex questions. A chat session is a unique way to reach a patron who normally would not come into the library for help. In the chatroom, the librarian creates a positive teaching environment, prompting repeat visits and even in-person follow-up research consultations. This paper describes the nuts and bolts of UB's chat reference service and illustrates ways UB librarians attempt to incorporate teaching strategies within the online environment. The first section discusses issues such as staff training, technology/software problems, marketing/publicity matters, and the methodology and purpose of a user survey. The second section addresses the instruction element of UB's Instant Librarian. Librarians take advantage of the online environment to promote self-directed learning. The paper also includes a literature review highlighting published articles, books, and surveys that examine the significant facets of a real-time reference service. 相似文献
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《The Reference Librarian》2013,54(33):35-50
The cooperation and collegiality that can be a part of providing reference service bring joy to reference librarians fortunate enough to work in such an environment. This article examines the benefits one reference staff has found in attempting to maintain a collegial atmosphere. Collegiality contributes to building a positive daily environment, sharing responsibility for completion of special reference projects, and fostering professional and personal growth. By stressing cooperative efforts, reference staff members have broadened their skills in areas such as online searching and collection development. Librarians have increased their professional involvement through publication and conference participation. They have undertaken major cooperative efforts in projects such as weeding. Above all, they experience daily satisfaction in working with a team of professionals interested in providing quality reference service. 相似文献
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《The Reference Librarian》2013,54(39):5-11
The argument that mediated online ready reference searching is an indispensable service is presented. The proliferation of Internet resources, including electronic journals, online catalogs, and other resources creates new user expectations and demands on reference service points. While end-user searching makes sense when a common interface for a multitude of diverse databases is provided, the contemporary version of remote access challenges searchers to tackle nearly every type of vendor product available as well as several homegrown varieties. Until "intelligent systems" can span the diversity of available online systems, librarians may once again find themselves in the role of search mediator that was common when online databases were first introduced while the task of keeping reference librarians apprised of developing electronic resources is formidable, end-user instruction is even more so. Because the diversity of online systems makes it impractical to know each system in very much detail, reference librarians will need to concentrate on developing a better conceptual framework. 相似文献
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This study reports an experiment that examines whether librarians provide equitable virtual reference services to diverse user groups. The relative absence of social cues in the virtual environment may mean greater equality of services though at the same time greater inequalities may arise as librarians can become less self-aware online. Findings indicate that the quality of service librarians provide to African Americans and Arabs is lower than the quality of service they provide to Caucasian, Hispanic, Asian, and Jewish students. This study adds to the knowledge of subjective bias in the virtual environment by specifying those that are discriminated against online, identifying the kinds of discriminatory actions of virtual reference librarians, and identifying the type of queries that more frequently result in unbiased service. 相似文献
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《Library & information science research》2006,28(4):501-520
This study reports an experiment that examines whether librarians provide equitable virtual reference services to diverse user groups. The relative absence of social cues in the virtual environment may mean greater equality of services though at the same time greater inequalities may arise as librarians can become less self-aware online. Findings indicate that the quality of service librarians provide to African Americans and Arabs is lower than the quality of service they provide to Caucasian, Hispanic, Asian, and Jewish students. This study adds to the knowledge of subjective bias in the virtual environment by specifying those that are discriminated against online, identifying the kinds of discriminatory actions of virtual reference librarians, and identifying the type of queries that more frequently result in unbiased service. 相似文献
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A nationwide survey study was conducted to gain understanding as to how to prepare public librarians for consumer health information service. Findings indicate that the popular health information needs encountered by public librarians cover a wide variety of topics, including the human body, a medical/health condition, a disease, a medical concept, and fitness/diet/nutrition. The top two challenges faced by public librarians when providing consumer health information service are difficulty in interpreting patrons' questions and lack of knowledge about available and trusted/appropriate medical/health information sources. Public librarians wish to receive training on a number of topics that could help address the challenges they face, and the most favorable training format for them, among all the options provided in the survey, is the self-paced online tutorial. This study constitutes the basis for establishing training requirements and developing training programs to meet the needs of public librarians. Their mastery of the necessary skills, knowledge and competencies via training will lead to effective and efficient delivery of consumer health information service in public libraries, and ultimately generate optimal patron experiences. 相似文献
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戴艳清 《图书馆工作与研究》2011,(3)
本文对近20年国外参考咨询服务评价,包括评价方法,如干扰性评价法、非干扰性评价法、观察法、WOREP调查法以及参考咨询馆员技能调查、成本-效益分析等进行总结和归纳,认为我国图书馆参考咨询评价研究应多借鉴国外的各种参考咨询服务评价与实证研究方法,为参考咨询服务评价及管理决策提供科学依据. 相似文献
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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
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临沂大学图书馆通过在系院建立"课程教学参考书阅览室"服务基地将学科服务阵地前移,利用服务基地的资源和环境把服务送到系院及读者身边,并对服务基地的学科馆员实行"客户经理"负责制,使其全面为课程资源建设任务负责,为读者创造良好的服务环境,为对口系院提供在线咨询、推荐订购资源、组织读者培训和文献传递等服务。 相似文献
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《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