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1.
《The Reference Librarian》2013,54(75-76):55-66
Summary

Faculty members depend on the resources and services provided by the libraries to teach, satisfy the curricular needs of the students, and conduct their research. Students need the library for many reasons, among which are to complete their assignments and to expand on what faculty covers in class. The patron/librarian relationship in the academic library is not always perfect. Issues which students and faculty face in the academic library environment are completely different from those in the public library. Identifying the characteristics of the difficult or problem patron in academia is a little more difficult than in the public library. Are what librarians face when dealing with faculty and students more issue-related than just dealing with problem patrons? The authors will identify, from the librarians' perspectives, some of these often called difficult patron issues and offer solutions to try and preempt these issues before they become problems.  相似文献   

2.
《The Reference Librarian》2013,54(75-76):265-278
Summary

Problem/difficult patron incidents that occur in libraries are on the rise. Library administrators and library employees have attempted to decrease the number of incidents by providing staff training and formulating policies and rules to control the situation. The purpose of this article is to share the proactive steps that the Education and Behavioral Sciences Library, Penn State University Libraries, took to prevent or decrease the incidences of difficult patrons as the library prepares to relocate. The focus was on assisting the frontline staff members, who work on the reference desk, to acquire the competencies they need to provide consistent quality reference services to patrons, and to reduce incidences of unsatisfied, difficult, and problem patrons.  相似文献   

3.
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   

4.
ABSTRACT

As 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   

5.
Library patrons have many requests for library services and resources. With limited budgets and library staff who are already stretched thin, how can academic libraries ever hope to understand and meet the growing variety of patron needs and desires? This article will outline a successful strategy of utilizing students to pitch, pilot, and implement academic library services as well as gather feedback from fellow students about their expectations for the academic library.  相似文献   

6.
Virtually Yours     
《The Reference Librarian》2013,54(79-80):19-34
Summary

The world of the reference librarian is changing. As more and more patrons go to the Internet first to meet their information needs, libraries must be there to help them locate and obtain relevant information. Libraries have been experimenting with virtual reference tools for some time. This paper will provide a brief overview of the development of virtual reference services, examine the need for and provide lessons learned from implementing virtual reference services in a major research library.  相似文献   

7.
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   

8.
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   

9.
《The Reference Librarian》2013,54(67-68):257-271
Summary

The Americans with Disabilities Act of 1990 (ADA) motivated libraries all over the United States to evaluate their accommodations and services to patrons with disabilities. This article presents a case study of the Texas Tech University Libraries project to meet the needs of their patrons in relation to ADA. The study focuses on including adaptive technologies in the library environment to aid blind, hearing, visually and physically-impaired patrons and increasing library staff awareness of the needs of patrons with disabilities. Findings from the study will also benefit school, public, and special libraries that are evaluating their access for patrons with disabilities.  相似文献   

10.
The mission of libraries and librarians is to serve the information needs of our patrons. Thus we continually adapt to their changing requirements and interests. However, when we are presented with our future diminished role or total technological answers with which we disagree, we seldom speak out publicly. ITHAKA, a digitizing organization, sees libraries as a budget line and predicts a background role maintaining digital archives for academic librarians based on answers to their recent faculty survey. Interlibrary loan is often placed in this background role even as use of our services grows, defying predictions. We benefit from digitization and electronic communication, but we need to build upon the initial patron point of contact we enjoy to expand into a larger resource sharing role.  相似文献   

11.
ABSTRACT

User-centered design is a principle stating that electronic resources, like library Web sites, should be built around the needs of the users. This article interviews Web developers of library and non-library-related Web sites, determining how they assess user needs and how they decide to adapt certain technologies for users. According to the panel, to understand these issues, Web services librarians should (a) give patrons a way to provide feedback on library sites; (b) observe and contemplate technology in a group setting; (c) only adapt technology that addresses a specific patron need; and (d) consider the library Web site as a part of the library, not a replacement for it.  相似文献   

12.
ABSTRACT

As libraries come to rely more and more on interlibrary loan to meet the needs of their patrons in a climate of shrinking materials budgets, the accompanying bookkeeping may swamp an already overburdened staff. Complicating the issue is the fact that some institutions require that invoices cite each article and identify the patron for whom it was provided. To address this issue, the Library at the Louisiana State University Medical Center in Shreveport developed a microcomputer-based system to generate the track invoices for journal article photocopies. The system, written in CLIPPER and Qbasic, captures complete citation and patron data from DOCLINE and OCLC without the need for keyboarding by the operator.  相似文献   

13.
As primary source materials in the library are digitized and made available online, the focus of related library services is shifting to include new and innovative methods of digital delivery via social media, digital storytelling, and community-based and consortial image repositories. Most images on the Web are not of sufficient quality for most media outlets, so what happens when patrons require high-resolution versions of images for use in their print publications or projects? Until recently, patrons at the University of Houston Libraries used a clunky, paper-based request process for high-resolution images that was frustrating for them and time-consuming for staff. The authors of this article outline how an interdepartmental team of University of Houston Libraries staff used Drupal to develop an automated patron request system that is modeled after online shopping cart experiences and integrates with the CONTENTdm-based University of Houston Digital Library. The article provides suggestions for libraries with digital collections about how to create a system that efficiently captures patron requests and streamlines staff delivery of high-resolution files.  相似文献   

14.
Health sciences libraries are often challenged to make decisions regarding physical space allocation without quantitative data to support specific user preferences. This multisite, longitudinal study sought to answer the following questions related to academic health sciences libraries: (1) Which library spaces are popular with health sciences patrons? (2) How does time of day and allocated seating space affect patron choices? (3) What similarities and differences occur in space usage across four different health sciences libraries? Results suggest health sciences libraries must develop a nuanced understanding of their patrons’ preferences to best serve patrons’ needs regarding space allocation. Libraries can benefit from these types of methodological studies that target specific populations, supporting more informed space allocation decision making.  相似文献   

15.
Mobile Internet applications and service innovations are changing people's way of life. At the same time, they are also changing the way that people communicate and access information. People who visited libraries to find specific information in the past are now able to find the same information online. As the spectrum of human need grows, the opportunities for librarians to meet these needs are also growing. Libraries will need to be designed to accommodate the changing needs of their users. Mobile library services can meet users' information needs in a fast-paced society. In this investigation we identified 39 university libraries supported by the Ministry of Education's “Project 985” and evaluated their status as mobile library service providers.  相似文献   

16.
ABSTRACT

Are librarians doing all they can to ensure that customer services are delivered with the customer in mind? Librarians are great at helping, but we sometimes need help with identifying customers, defining their needs, developing services, and reviewing the processes behind the services. Fourth Generation Management provides new insight for librarians as we compete with customers, our patrons, to offer new services at an ever-increasing rate. Libraries need to improve customer services in order to remain a vital part of their community.  相似文献   

17.
《The Reference Librarian》2013,54(75-76):217-233
Summary

Half the battle of dealing with a difficult patron is changing one's own perspective. This paper uses core Zen Buddhist ideas and viewpoints to discuss ways of dealing with difficult patrons. The basics of Zen Buddhism are explained and Zen concepts such as Openness, Mindfulness, Compassion and Beginner's Mind are applied to problem solving within the context of library public service. The paper also explores the difference between “difficult” and “problem” patrons in order to help readers determine when a Zen perspective is useful.  相似文献   

18.
Summary

Front-line library staff members often encounter “problem patrons” —those patrons who put others in fear for their own physical security, whether or not that fear is ultimately justified. This article identifies the risks and suggests some precautions, including: defusing anger at the service points through improved interpersonal communication techniques and staff training, drafting policies and procedures to help guide staff as they deal with incidents, and improving the security of library buildings. Legal issues surrounding library security also are examined.  相似文献   

19.
Veterans are a unique population that can be found in libraries across the United States. Libraries of all types are developing new approaches to the veterans in their patron populations in the wake of the wars in Iraq and Afghanistan. This study identifies several common strategies that libraries, especially public and academic libraries, are employing to support their patrons who are veterans, as well as distinctions in strategy according to library type. It further explores whether libraries are relying upon library staff who are veterans when developing services and programming for patrons who are veterans.  相似文献   

20.
Reference departments track patron interactions to illustrate the type and number of services provided as well as to tailor librarians' time and expertise to the interest and needs of their patrons. Until 2010 the Reference, Education, and Community Engagement Department at the Calder Memorial Library tracked statistics using a complicated system of paper tic sheets and two Excel? spreadsheets. After considering different electronic systems, the department decided to employ an electronic form created with SurveyMonkey? to track patron interactions. After the system had been in place for three months, the authors administered a satisfaction and use survey to collect faculty and staff feedback on the new system. Seven months later the authors undertook usability testing to collect further evaluative data on the electronic form. The patron interaction form continues to be used to collect statistics, provide data for annual reviews, and recognize the contributions of all faculty and staff at the library.  相似文献   

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