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1.
《The Reference Librarian》2013,54(67-68):29-40
Summary Academic libraries now provide reference service for the remote user in at least two ways: by the telephone and by electronic mail. The remote user at a computer workstation, however, may not have access to a telephone and may be poorly served by the asynchronous nature of electronic mail. New technologies and collaborative software for serving remote users in real-time such as Internet chat, paging and instant messaging, whiteboard, application sharing, and audio and video conferencing offer new possibilities for remote access to reference services. In this article we review these technologies and report the results of a trial project at Temple University. The results are promising for real-time reference services. 相似文献
2.
《Legal Reference Services Quarterly》2013,32(1-2):133-146
Summary Technology makes it possible for library users to ask reference questions using e-mail or forms on the web and for librarians to conduct reference interviews using chat or videoconferencing software. This article explores each of these technologies and their current and potential use in reference services. A discussion of how technology has changed the way librarians find answers to reference questions is followed by a review of the tools needed for a well-equipped reference desk. 相似文献
3.
《The Reference Librarian》2013,54(72):179-194
Abstract The breadth and depth of subjects and the size of user population of a major university library demand a well-organized reference service. To manage such diverse disciplines and clientele, librarians rely on each other for shortcuts recorded and saved in a staff-access vertical file. A team approach of sharing useful reference sources helps all reference librarians improve their service to library users. If reference staff can efficiently store and organize fugitive material that can be shared by all staff members, they can use that material to meet immediate ready reference needs, and later develop sophisticated information-access tools such as pathfinders and knowledge bases. 相似文献
4.
《College & Undergraduate Libraries》2013,20(4):55-73
Abstract From pilot project to mainstream reference service, this article chronicles the HELIN consortium's history with commercial virtual reference (VR) software and details its decision to switch from a centralized service to individually supported instant messaging (IM) reference services across its institutions. The authors discuss the development and implementation of their virtual reference service with emphasis on assessing its success using both commercial VR software and freeware IM applications at its different member institutions. Lessons learned, the pros and cons of offering collaborative virtual reference, and the challenges of integrating emerging technologies into library services are addressed as librarians seek to develop best practices for offering reference service in an increasingly virtual world. 相似文献
5.
《图书馆管理杂志》2013,53(3-4):429-442
Abstract The development of a new method of providing instruction involves many different issues. This paper examines a pilot project in which videoconferencing was used to provide library instruction to students at remote campuses. The librarians initiating this new service confronted the issues of training, adaptation of instruction techniques to the new format, and collaboration with faculty and administrative staff. They also dealt with administrative issues such as scheduling classes and facilities and staff scheduling. This paper examines how this cross-departmental project developed and was supported, how the initial training was conducted, and how existing class outlines were adapted. Also discussed are the lessons learned from the initial sessions. Varied administrative and collaborative challenges face the library, faculty, and departmental administrators as this project moves from pilot project status into a regular and required part of the curriculum. 相似文献
6.
《The Reference Librarian》2013,54(79-80):241-255
Summary Indiana University Purdue University Indianapolis (IUPUI) University Library first introduced virtual reference in May 2001 after four months of preparation. In the summer of 2002, University Library decided to reconsider the virtual reference software and provider and implemented a new service during the fall 2002 semester. A Reference Team Working Group was formed to review replacement options for the virtual reference software the library had been using for about a year. The decision to find a new virtual reference service was prompted by the connectivity and electronic resource compatibility problems experienced with the first virtual reference software the library chose. This article compares and contrasts the two virtual reference services used at IUPUI University Library and describes the two virtual reference projects. Following the article is a checklist of “Seven Questions to Ask When Choosing a Virtual Reference Service.” 相似文献
7.
《The Reference Librarian》2013,54(83-84):193-202
SUMMARY Distant education offerings are growing at a phenomenal rate for academic institutions, creating new groups of library users that are remote from the main campus with unique library and research needs. Recent studies examining the needs of this unique and growing population note that reference and research assistance are key services needed. Many institutions have appointed or hired distance education librarians to help provide services to distant learners. They are often, however, one-person operations that function more as coordinators rather than full-service providers. Since the coordinator cannot provide all of the reference services alone, the key to providing these services for distant education students is to create and sustain good working relationships both in the library and with external entities. Offerings to distance students include phone reference and accessibility to online resources, plus virtual reference and often 24/7 services. This article will examine issues and experiences in bringing together different groups to provide reference services to distant learning communities. It will also describe key relationships necessary for keeping distance reference services at an optimal level. 相似文献
8.
《The Reference Librarian》2013,54(73):281-292
Abstract Many library directors and administrators spend a significant portion of their time attempting to market the library and its services. Getting patrons into the library and keeping their business is an integral part of the day-to-day management of the library. This mission, however, is not always effectively passed on to the front lines to the one group of people who face the patrons on a daily basis -the reference librarians. This article will show how the library's service points can be used as marketing tools; outline what librarians and public service staff should know about their library; and discuss ways in which reference service librarians can help further the library's marketing and public relations goals. 相似文献
9.
《Journal Of Access Services》2013,10(4):23-33
ABSTRACT Sharing and Transforming Access to Resources Section (STARS) is a new section of the Reference and User Services Association (RUSA) that will bring together librarians and library staff involved with interlibrary loan, document delivery, remote circulation, access services, cooperative reference, cooperative collection development, remote storage, and other shared library services, as well as publishers, producers, and suppliers of products and services that support resource sharing activities. This brief article provides information about the section and its activities. 相似文献
10.
《Journal Of Access Services》2013,10(3-4):107-117
ABSTRACT This paper focuses on how an academic library managed changes in services and space to meet customer needs for streamlined services, increasing efficiency for students, faculty and staff in finding, analyzing, sharing, and producing knowledge. The Ohio State University's John A. Prior Health Sciences Library (PHSL) has merged its circulation and reference desks into one service point, added technology-based services, updated software and hardware on public workstations, and placed more emphasis on a variety of educational offerings. These changes save customers' time and effort by minimizing the need to obtain assistance at multiple service points. This paper provides a review of resulting improvements and customers' use of services and spaces. 相似文献
11.
《College & Undergraduate Libraries》2013,20(4):31-42
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
12.
《The Reference Librarian》2013,54(83-84):183-191
SUMMARY E-mail reference service provides complex challenges, but the service can be planned effectively and improved through cooperative work among reference staff and various library departments. Staff members from the Michigan State University Libraries have engaged in extensive cooperative work to evaluate, improve, and maintain effective e-mail reference services. Two library committees and an e-mail reference team have developed new service procedures, and have worked with other library departments to improve e-mail reference service. This article explores the collaborative work of the MSU committees, and discusses how e-mail reference has improved through cooperative work. 相似文献
13.
《The Reference Librarian》2013,54(79-80):101-112
Summary This article explores digital reference and offers practical advice to those interested in implementing a digital reference desk in their library. Digital/chat/online reference services are defined and practical guidelines on staffing, selecting and troubleshooting hardware and software, training, and marketing are offered for those establishing such a service. 相似文献
14.
《The Reference Librarian》2013,54(79-80):267-279
Summary Traditional reference services are changing in response to the rapid growth of electronic resources available outside of the library. There are an increasing number of libraries that are providing digital reference services to meet the demands and expectations of remote users. This article provides an overview of virtual reference services at Louisiana State University (LSU) Libraries. It also examines the planning, implementation, marketing and user feedback of real time reference service after its first year. 相似文献
15.
《The Reference Librarian》2013,54(79-80):201-213
Summary Increased student use of the Internet and declining reference desk statistics are factors encouraging academic reference librarians to look for new ways to reach patrons. Web-based customer contact center software gives librarians the tools to provide interactive, 24/7 reference service to Internet users. This article describes how the library at California State Polytechnic University, Pomona developed its live/web reference service. We discuss the factors that encouraged us to launch the service, the challenges that we encountered along the way, and examples of our experiences to date. 相似文献
16.
《The Reference Librarian》2013,54(83-84):263-276
SUMMARY This article will look at the historical development of cooperative service and resource sharing in libraries. Interlibrary Loan, union catalogs, library consortia, and electronic reference, have all impacted library work in the past century. The dissolving of walls is one of the main themes of library history in the 20th century. The developments of these years has clearly put the ability to use both human and institutional resources at the heart of contemporary library service. In looking at how this came to be, this article will examine developments in societal infrastructure and technology that made cooperative schemes both possible and economical. This article will also discuss how these developments have forced libraries to consider cooperative ways to respond to their primary service function. Lastly, conclusions will be drawn about how the emerging cooperative environment is changing the educational role of the librarian. 相似文献
17.
《The Reference Librarian》2013,54(72):97-111
Abstract A critical but overlooked aspect of reference service is thinking about paradigms and metaphors. These are subconscious imageries that define how we think about our work-and how our clients think about us. Limitations of the current paradigms affecting reference services are: (1) social-class assumptions about the nature of the library and its clientele; (2) classification systems based on obsolete ideas that subject categories are mutually exclusive; (3) the fortress metaphor implied in physical organization; and (4) failure to capture statistical data that measure contemporary aspects of user service. New ways of thinking about reference service with new paradigms and metaphors are suggested. Critical elements in a new paradigm are: (1) envisioning the library as portal, both for on-line and in-library service; (2) accepting the fact that knowledge is an open system, not conducive to our closed-system classification systems; (3) breaching our metaphorical fortress to provide more personal reference service; and (4) updating our statistical measures to match quantitative measures with actual quality of service. 相似文献
18.
《The Reference Librarian》2013,54(79-80):163-181
Summary This article explores the opportunities that real-time digital reference service can offer to a variety of library settings from the independent public library to the large multi-campus university or the multi-national corporation. There are many occasions when a real-time digital reference service will be the optimal solution for a portion of a library's reference service. The authors' goal is to offer their original ideas, and examples from the literature, that will stimulate thought about real-time digital reference services that could be offered by your libraries. The numerous ideas and examples should provide the reader with workable methods for extending the reach of reference service to under-served populations. 相似文献
19.
《Public Services Quarterly》2013,9(2):29-41
Abstract Carnegie Mellon University Libraries began its chat reference service in October of 2000. The article explains why library administrators decided to institute chat reference and the steps taken to implement this decision. The Libraries utilize commercial off-the-shelf software called LivePerson. Service evaluation features of LivePerson provide interesting data for analysis. Summary statistics of the service and the cumulative results of post chat surveys (filled out by chat patrons on a voluntary basis) are presented. Plans for future enhancements of the chat reference service are discussed. 相似文献
20.
《The Reference Librarian》2013,54(73):351-360
Abstract Library school provides librarians with a good background in library science, but to be a professional reference librarian, continuous improvement must be sought. Professionalism can include developing basic employee skills, supporting library standards, participating in university and library functions; presenting papers; and publishing. Being sensitive to communication skills can impact how a librarian is perceived by library users. Image does play a role in the effectiveness of the library professional. Professional reference librarians must market themselves by being visible on campus, in the community, and on the Internet. Being a professional librarian is an opportunity for personal growth and educating the public about a very exciting discipline. 相似文献