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1.
《Legal Reference Services Quarterly》2013,32(1-2):165-179
Summary A librarian's duty to avoid the unauthorized practice of law limits what reference services can be provided. Traditional approaches to reference services are being influenced by new initiatives in delivering legal services and information. Pro se patrons and the reference librarians who serve them benefit from the web-based resources, authorized non-lawyer assistance programs, and other innovative programs now available. Identifying new resources and using them effectively should enable a librarian to provide excellent reference service while avoiding the unauthorized practice of law. 相似文献
2.
《Legal Reference Services Quarterly》2013,32(2-3):75-84
Abstract The author contends, based on articles published in recent years discounting the legal obligation of law librarians to pro se patrons, that law librarians have a paramount ethical obligation not to cause harm, and thus to avoid the practice of law from the reference desk. As a result, the attorney patron and the pro se patron cannot be afforded the same level of legal reference service. The attorney is the conversant intermediary between the legal materials (and the librarian) and the client, whereas the pro se patron is the client with a layman's dearth of basic legal knowledge. 相似文献
3.
《Legal Reference Services Quarterly》2013,32(2-3):89-116
Abstract This paper attempts to illustrate the challenges that a reference law librarian might face when facing the information needs of Constitutionalist patrons.Constitutionalist patrons here are defined as members of a diverse community of groups that challenge the validity of the mainstream legal system in a variety of ways.The paper provides background on the different types of patrons who fit the generic category of Constitutionalist, explains the theories that these patrons use to view the legal system, and discusses sources and materials that are of interest to them.The intention of the paper is to provide the reference librarian with the necessary background information to understand the perspective from which the patrons approach the law library. 相似文献
4.
《The Reference Librarian》2013,54(27-28):305-312
Government publications in serial form provide timely, authoritative information on a range of subjects but reference librarians are not always aware of what is available in these sources. In libraries with separate documents departments, reference staffs may abrogate all responsibility for government publications, relying upon commercial sources to fill information needs more appropriately met with government periodicals. Documents librarians and reference librarians can facilitate the incorporation of govemment information in serial form into the general reference process. Benefits will include improved service to library patrons and an expanded user base to support the continued publication and distribution of government periodicals. 相似文献
5.
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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7.
《The Reference Librarian》2013,54(31):103-118
Reference librarians and administrators are always concerned about ways to provide the best service to their patrons. The traditional user groups of the academic library are the faculty, staff, and students of the college or university. In a publicly supported academic library, patrons come from the general community, including children, adolescents, and business people, as well as from the university. This article emphasizes the importance of examining the reference service currently provided, recognizing and identifying the needs of various user groups both within and outside the university community, recognizing current budgetary and staff limitations at the library, and setting priorities for future service opportunities. 相似文献
8.
《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
9.
Alexa Pearce 《The Reference Librarian》2013,54(4):256-263
10.
《The Reference Librarian》2013,54(93):43-57
Abstract The climate of change in music reference represents a challenge to librarians. The three issues in the library literature that probably have the greatest impact on music reference service and are the subject of this paper are changes in users, sources, and modes of access to sources. These three issues are certainly related, as users need to use sources, and they need to know how to access them in order to use them. Reference librarians are called upon to mediate this process. Music library collections have their own peculiarities, however. Because they contain a wider variety of materials than many other kinds of library collections, reference librarians for music collections must be aware of the format, content, and intended uses of these materials, as well as the research patterns of their patrons. In the recent past, as cultural norms have changed with the paradigm of Western culture, users have wanted to use music libraries in new ways, and librarians are challenged to accommodate them. The musical genres used and requested by today's library patrons are different than they once were, both for listening and for academic study. Musical reference sources are being issued in electronic formats, and this represents a challenge for some users. The expanded use of interlibrary loan and electronic access to materials represents new opportunities and challenges. Music librarians are being called upon to provide services to patrons they may never see. 相似文献
11.
Computers and productivity tools help library patrons to access information, generate insights, structure results into a useful format, and produce knowledge. The use of these productivity tools by patrons requires librarians to alter their traditional professional role, which was primarily to provide information access for patrons, so that they can also provide expanded services and support to these patrons. This study focuses on understanding the computer and productivity tool skills that librarians desire for their new role in assisting patrons with information integration. Many aspiring and working librarians perceive their computer and productivity tool competencies as ranging from novice to proficient, and hope to increase their competencies to very skilled. 相似文献
12.
《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
13.
ABSTRACT At a large university library, helping patrons use a full text database such as LEXIS-NEXIS places pressure on reference staff because the service is complex. Staff cannot give the proper attention to patrons because activity at the reference desk can limit the time spent with each individual. Full-text services require more instruction and reference help than electronic bibliographic databases, but patrons often come for assistance just before the assignment is due. To relieve such pressure, librarians at Penn State's Pattee Library developed Just-in-Time demonstrations to help patrons learn how to use LEXIS-NEXIS when they need it. The Justin-Time demonstrations provide a weekly alternative which relieves the “I need it now” pressure by providing instruction on a weekly basis. These demonstrations have been well received by patrons and staff. 相似文献
14.
《The Reference Librarian》2013,54(22):81-91
Twenty-four public and academic reference librarians were surveyed for the purpose of obtaining information about the services if any, that they currently provide for information brokers, the appropriateness of providing reference services for those who market the information obtained, and whether or not reference departments of public and academic libraries should provide competing fee based reference services. Few public or academic librarians objected to providing reference services for information brokers. Academic reference librarians expressed the view that service should not interfere with services for their primary clientele. Public reference librarians generally held the opinion that their services should be available to all and had already been provided for with public funds. Both public and academic reference librarians expressed concern about qualifications of some commercial suppliers of information as this effected their relationship with them. Public reference librarians were of the opinion that information brokers did not compete with the library and the library should be hesitant about providing fee based reference services. Academic reference librarians were divided in their opinoins about the latter. 相似文献
15.
Sarah LeMire Stephanie J. Graves Michael Hawkins Shweta Kailani 《College & Undergraduate Libraries》2013,20(3):261-279
AbstractOrienting patrons to library spaces, collections, and services is an important, but time-intensive, challenge for many librarians. Library tours are one strategy commonly employed to familiarize patrons with library spaces and services. Augmented reality provides a new opportunity for librarians to develop engaging and interactive unmediated tours. Augmented reality tours provide participants with an opportunity to explore library spaces and service points while affording librarians the chance to share valuable information about those spaces and services. This article details how one library constructed an augmented reality tour and shares assessment-based insights into participant responses to the augmented reality format. 相似文献
16.
First Impressions and the Reference Encounter: The Influence of Affect and Clothing on Librarian Approachability 总被引：1，自引：0，他引：1
Whether or not a librarian appears approachable in public service environments is critical to providing excellent service, conveying a welcoming space, and encouraging library users to engage with one of the key intellectual venues on our campuses. This study used an image-rating method to assess the influence of affect and attire on patron impressions of librarian approachability. Findings suggest that librarian behaviors do matter, with specific treatments resulting in increased or decreased perceptions of approachability. These findings not only support common sense assessments that an attentive and welcoming environment is essential to encouraging patrons to engage with librarians; they also provide information on specific behaviors that affect approachability, allowing librarians to distinguish between a range of presentation styles that can be readily employed in public service. 相似文献
17.
Laura Saunders 《College & Undergraduate Libraries》2013,20(2):144-155
Libraries have to compete with a barrage of online resources for patrons’ attention and with other campus departments for scarce funding and resources. In this competitive environment, customer service is one of the best strategies librarians can employ. Satisfied patrons will continue to use our services, thereby providing support for libraries’ budget requests. Even though librarians understand the importance of customer service, we do not always succeed in putting it into practice. Drawing on experiences from teaching a reference course, the author reviews examples of poor service and offers some ideas and guidelines for improving service on the front lines. 相似文献
18.
《The Journal of Academic Librarianship》2019,45(6):102069
In both virtual and in-person reference transactions, creating a supportive environment for patrons is the crucial first step. Evaluating librarians success in creating a supportive environment, however, is challenging. Language style matching (LSM) is a text analysis technique that measures the level of engagement between people. A high level of LSM has been shown to contribute to a sense of perceived support and other positive social outcomes. In this exploratory study, LSM is used to evaluate >1200 email threads from two virtual reference services to determine the level of engagement between patrons and librarians. Results show that email reference provided through the LibAnswers general reference service demonstrated a moderate to high level of LSM 67% of the time and email reference provided by a liaison librarian demonstrated a moderate to high level of LSM 84% of the time. By measuring how well librarians are meeting patrons' affective needs, LSM has the potential to provide a more holistic assessment of virtual reference services. 相似文献
19.
《Medical reference services quarterly》2013,32(3):65-76
In order for reference librarians to overcome feelings of inadequacy which they experience in aiding physically disabled patrons, they must educate themselves about the special needs of these patrons. This article will address the concerns, common mistakes, and difficulties involved in personal interactions with disabled individuals, particularly as they relate to the reference setting. In addition, specific steps will be described to minimize the difficult aspects of these interactions; these will be presented in terms of attitudinal and service activities. An attempt also will be made to describe aspects of these reference interactions which are unique to various health care settings. 相似文献