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1.
《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   

2.
ABSTRACT

Public libraries today are gingerly stepping into the emerging philosophy among successful businesses around the world: customer experience. Libraries are hiring staff with “customer experience” in their title, others are curious and want to learn more. Most of the resources currently available to libraries hoping to get started take a corporate approach particularly as it impacts financial success. The bottom line is that all of us are in the customer experience business, whether we know it or not. It goes to the heart of everything we do – how staff interact with the public and each other, the value libraries provide to a community, even the cleanliness of the restrooms. Additionally, many of those companies that library users experience in their daily lives – health care, insurance, retail – have already jumped on the customer experience bandwagon, overall raising the public’s expectation of what they should experience in libraries. How and where to start? How does a library build a road map to develop a customer experience philosophy and culture, which staff will embrace and support? When building a new library how do you design that building using a customer experience lens? Columbus Metropolitan Library has spent the last 5 years mapping out a customer experience practice, which includes staff training, journey mapping, customer insights, customer engagement training, and library design.  相似文献   

3.
ABSTRACT

Academic institutions have a long tradition of using content management systems (CMSs) for the production of networked scholarship in the digital environment. However, CMSs are complex and rapidly changing infrastructures that do not always meet the needs of smaller ad hoc collaborative projects. CMSs are also difficult to preserve in the library environment given their obsolescence over time. This article uses the History of the Book and Literacy Technologies project at UCLA to illustrate why library administrators should advocate for the systematic production of scaled-down platforms that can withstand the constantly evolving technical environment within libraries and foster more sustainable platform practices.  相似文献   

4.
ABSTRACT

Digital libraries and collections are a growing facet of today's traditional library. Digital library technologies have become increasingly more sophisticated in the effort to provide more and better access to the collections they contain. The evaluation of the usability of these technologies has not kept pace with technological developments, however, and the end-user has in some cases been left behind. This research study evaluates the usability of digital collections created using the CONTENTdm Digital Collection Management System, a software system used by the University of North Carolina at Chapel Hill. Specifically, this study addresses the following questions: Does CONTENTdm meet users' needs? Is the interface sufficiently intuitive for them to use it? Is the experience of exploring digital collections using CONTENTdm satisfying to users? Employing usability testing techniques with actual-end users, this study attempts to assess the efficacy of the CONTENTdm public interface as well as user attitudes toward it. Ten participants from three user groups—faculty, library science graduate students, and the general public—performed eleven tasks designed to test the key functions of CONTENTdm-created collections and then answered a series of questions about their experiences. Key findings from this study indicate that while the included digital collections are useful and desirable to end-users, the interface generated by CONTENTdm can be confusing even for those who have considerable experience using the Internet. Results from this study may be used to improve this software system and add to the literature surrounding the usability of digital libraries in general.  相似文献   

5.
Abstract

An interview with former library director Maxine Bleiweis explores leadership, staffing, and operations from the perspective of interpersonal connection. How can real conversation – asking questions, listening, and remembering – lead to a stronger staff engagement, innovative programing, and community investment in the library? How can directors find the best candidates for their staff and then assemble energized, complementary teams? How can libraries find support from their local business communities? Bleiweis, winner of Charles Robinson Award for Innovative Leadership from the Public Library Association, is now a consultant who encourages libraries across the country to tap into their community networks to explore bold new directions.  相似文献   

6.
ABSTRACT

As librarians confront the Information Age, it is imperative that they remain aware of the issues that affect the profession. Traditional library skills are no longer adequate for maintaining a competitive edge in the field. Post-graduate education in digital libraries offers information professionals an opportunity to broaden their knowledge of the new technologies utilized in libraries, as well as the issues generated by their use. This article surveys current educational opportunities with regard to digital libraries.  相似文献   

7.
《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   

8.
ABSTRACT

Reference librarians need to know how to use a vast array of reference sources. How do they acquire this knowledge? How can students arrive at their entry level positions with an arsenal of known sources and strategies for advancing this knowledge? Various strategies can be employed to provide students with options on how to launch their understanding for how and when to use specific sources. This column provides examples of how to incorporate active learning activities devoted to providing students in a group setting with options on how to begin and share their learning about reference sources.  相似文献   

9.
Abstract

Core competencies have long been established in the competitive world of business and industry. These tenants lend themselves to individualization and branding, being exclusionary tools by their very nature. So how do core competencies fit in the world of libraries and information centers, particularly when considering potential employees? The concept of individual capacity is a better fit for information fields, being more inclusive and reflective of diverse knowledge bases and skillsets that working in this field requires. Juxtaposing the two, core competencies and individual capacity, will help us re-focus our efforts on user-centered information work rather than business rhetoric and conformity.  相似文献   

10.
Abstract

Advances in technology create dramatic changes within libraries. The complex issues surrounding this new electronic, end-user environment have major ramifications and require expert knowledge. Electronic services librarians and electronic resources librarians are two specialized titles that have recently emerged within the field of librarian-ship to fill this niche. Job advertisements listed in American Libraries from January 1989 to December 1998 were examined to identify responsibilities, qualifications, organizational and salary information relating to the newly emerging role of electronic librarian.  相似文献   

11.
ABSTRACT

Despite the sustained growth in journalism as a choice of degree path for young people, our understanding of students’ aspirations and motivations remains relatively underdeveloped. At the same time, journalism careers appear increasingly uncertain, as the industry responds to digitalisation and convergence. In this mixed-methods study – employing 35 interviews and a survey of 837 UK journalism students – we ask what areas of journalism do students aspire towards, how do they feel about their future career prospects, and what is motivating them to study journalism in the first place? We find that intrinsic motivations (calling and talent, dynamic job) prevail over public service ones, with students drawn to soft news beats over hard news. Aspirations are also strikingly gendered, opening up questions of journalism education in this process. We also find that while students articulate an aspirational career in respected media outlets, they are pragmatic about their immediate career prospects. Here, journalism education appears to play a significant role in socialising students towards careers beyond journalism. Findings are discussed in the light of ongoing debates around journalistic socialisation and the future of journalism.  相似文献   

12.
《图书馆管理杂志》2013,53(3-4):483-509
ABSTRACT

A growing number of institutions are offering courses and degrees via distance education; however, distance education librarianship is a relatively new and often less defined field of librarianship. This paper will present the results of a survey to discover career paths leading to distance education librarianship. Based on a survey of subscribers to the OFFCAMP listserv, it asked questions such as: Is there a “typical” career path? Does previous or continuing work in other library units benefit a distance education librarian? What are the most important qualifications for a distance education librarian? Profiles of the education and experience of distance education librarians were analyzed for commonalities. The study concluded that distance education librarians come to their positions from a variety of experience, not always in libraries, but predominantly from library public service departments. A typical career path for distance education librarians is not evident at this time.  相似文献   

13.
ABSTRACT

While articles on individual studies, surveys, and programs abound, there is a lack of baseline data regarding what and how libraries provide instruction for their distant populations. Do libraries generally provide information literacy or library instruction to students at a distance? How is instruction usually provided? Is instruction generally assessed? If so, how is instruction assessed? These questions were asked of librarians in an online survey of 143 institutions offering distance programs, randomly sampled from the College Blue Book. With a 55% response rate, data about instruction offerings and assessment were correlated with information about library staff size, budget, and student enrollment. The expectation was that larger libraries with more money and students would provide more and better services, but interestingly these factors had far less influence than anticipated. It seems that the individual efforts of librarians were the major determinants for services offered by libraries at institutions with distant students.  相似文献   

14.
ABSTRACT

This article takes as its case study the challenge of data sets for text mining, sources that offer tremendous promise for DH methodology but present specific challenges for humanities scholars. These text sets raise a range of issues: What skills do you train humanists to have? What is the library's role in enabling and supporting use of those materials? How do you allocate staff? Who oversees sustainability and data management? By addressing these questions through a specific use case scenario, this article shows how these questions are central to mapping out future directions for a range of library services.  相似文献   

15.
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16.
《期刊图书馆员》2013,64(1-2):223-236
ABSTRACT

An overview of the preliminary analysis of focus group and semi-structured interviews identifies how and why college and university information seekers meet their information needs. In the age of immediate gratification, in certain situations users may settle for information that is quickly and easily available instead of library sources that are considered more authoritative and trustworthy. Meeting user needs in the library environment requires updating library catalogs to implement discovery and recommender services that provide the associations and links that are available to users in other Web-based environments and that meet these users' expectations of online systems and sources.  相似文献   

17.
Abstract

In library user experience (UX) literature, physical and digital spaces are often studied separately. In academic libraries, different stakeholders often control and operate the logistics of each set of spaces. Additionally, library UX studies seldom consider the physical experiences of users beyond the borders of library websites or buildings. Our survey of 37?U.S. academic library websites found that 97% had some kind of digital representations of physical spaces – predominantly floor plans. A content analysis of those floor plans found that many were poorly designed, and identified two specific themes: non-accessible content and a lack of comprehensive information to facilitate the user journey. This paper offers several recommendations for building more accessible digital representations of physical spaces for the library website. These trends and recommendations are intended to be instructive for managers of library websites and elucidate larger themes about academic libraries.  相似文献   

18.
ABSTRACT

Information professionals strive to understand the needs of communities in order to discover ways to connect and engage them in library resources and services. Positive word-of-mouth communication remains one of the most powerful tools used to develop mutually rewarding connections with the community. This article argues that libraries can harness the power of brand advocacy to transform their patrons into the most enthusiastic sharers of information, or informal brand advocates. Moreover, it emphasizes how libraries can carefully build and maintain mutually rewarding community connections through effective brand advocacy by utilizing the STEPPS framework – Social Currency, Triggers, Emotion, Public, Practical Value, Stories. Each principle in this framework can help an organization to effectively spread important brand messages. While the social currency principle encourages people to talk about topics that make them appear more favorable to others, triggers provide everyday cues that remind people of the library brand. Emotion focuses on appealing to feelings and the public principle calls for initiatives that advertise the brand. Finally, practical value motivates people to spread useful information and the stories principle explains that people share their experiences through memorable narratives. The article calls for adopting a holistic approach toward brand advocacy in applying the STEPPS framework in libraries.  相似文献   

19.
ABSTRACT

Purpose: The present study aims to determine and compare the views of directors and users of public libraries on the use of social media for the marketing of library services.

Methodology: Data collection was done through two researcher-made questionnaires, one from the viewpoints of directors and one investigating the views of users. The questionnaires’ validity was done by four libraries and Information Science professionals, and the reliability was determined by the Cronbach’s alpha coefficient. The statistical population of this research is made up of all directors and users of 12 public libraries of the city of Isfahan, one of the largest cities in Iran.

Findings: In users’ viewpoints, the “interaction capability” is the most important feature that social media marketing can have in libraries. From the viewpoints of the directors, “creating a true picture of the role of the library” and “informing users about library services” are among the most important reasons for the marketing of libraries in the social media. From the perspective of both groups, the Telegram is the most appropriate medium for the marketing of library services.

Results: To maintain their customers and their market position, libraries need to use more exciting tools such as social media for marketing. Library directors of this study emphasized on this fact and 79.1% of users expressed interest in receiving library information through social media.

Value: The findings of this study would help the library directors to better decide on the marketing of their library services in social media.

Type of the study: Scientific-Research  相似文献   

20.
ABSTRACT

Public libraries have seen a decline in public funding, relying on a mixture of external types of funding to keep services running. With state and local governments continuing to face financial pressures, some libraries have explored alternative ways to maximize funding, by forming library districts. This report aimed at exploring library districts in three states, Colorado, Michigan, and Oregon, which have similar funding structures. The report found more stable and predictable funding patterns in library districts versus their counterparts and provides evidence that is a strong alternative for public libraries seeking a change in the way they obtain funds.  相似文献   

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