共查询到20条相似文献，搜索用时 15 毫秒
1.
《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
2.
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
3.
《The Reference Librarian》2013,54(60):139-144
Summary As reference librarians, our goal with every patron contact should be to go the extra mile, to make patrons stop and realize that they have received service beyond their expectations. Outstanding customer service is not so much a skill to be learned as it is an attitude. It's an attitude of genuine caring for people, a desire to help people to the fullest extent of our capabilities. It's exhibited by those who truly like people-all kinds of people-and who love serving people. Public librarians who do not possess this desire simply don't belong in the public sector of the library. 相似文献
4.
In her presentation titled “How to Market Your Library’s Electronic Resources” at the Mississippi State University Libraries’ eResource &; Emerging Technologies Summit in August 2013, Marie Kennedy provided research, strategies, and applications that answer the question, “How … do librarians best connect their patrons to appropriate electronic resources?” While librarians typically may resist the application of marketing strategies and terminology to library operations, we all have in common the challenge to connect patrons to the resources available to them. Kennedy presented her nine components to the marketing cycle and explicated cross-disciplinary techniques, evidence-based approaches, and experiments with crowd sourcing in pursuit of effective marketing. 相似文献
5.
Lindsay Blake Kim Mears Kathy Davies Darra Ballance Peter Shipman Maryska Connolly-Brown 《Medical reference services quarterly》2013,32(3):264-277
Librarians are increasingly moving out of the library and into the wider university setting as patrons spend more time seeking information online and less time visiting the library. The move to embed librarians in colleges, departments, or customer groups has been going on for some time but has recently received more attention as libraries work to find new ways to reach patrons that no longer need to come to the physical library. Few universities have attempted to embed all their librarians. This case study describes how one group of health sciences librarians dispersed its professional staff throughout its campuses and medical centers. 相似文献
6.
《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
7.
Mary Ann Venner 《Journal Of Access Services》2016,13(2):101-111
ABSTRACTThis article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed. 相似文献
8.
《Journal Of Access Services》2013,10(3):21-42
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
9.
《The Reference Librarian》2013,54(55):99-105
The Internet is a technology that is opening vast new doors to public librarians and patrons. Enhanced service to job hunters is one of these new doors. There are many resources on the Internet of potential use to job seekers as well as sophisticated tools for finding these resources. Offering access to job searching on the Internet will require a great deal of equipment, planning, preparation and expertise. This paper will examine the possibilities and practicalities for the public library. 相似文献
10.
Providing a current awareness service to patrons has long been a concern of many health sciences librarians. Dental librarians have a unique challenge in providing current awareness to patrons as the literature has not always been available in a timely manner through traditional systems. This article will discuss the evolution of current awareness systems, the issues facing dental librarians with regard to providing dental current awareness, and how the Wilson Dental Library addressed those issues. 相似文献
11.
Academic medical libraries have responded to changes in technology, evolving professional roles, reduced budgets, and declining traditional services. Libraries that have taken a proactive role to change have seen their librarians emerge as collaborators and partners with faculty and researchers, while para-professional staff is increasingly overseeing traditional services. This article addresses shifting staff and schedules at a single-service-point information desk by using time-driven activity-based costing to determine the utilization of resources available to provide traditional library services. Opening hours and schedules were changed, allowing librarians to focus on patrons’ information needs in their own environment. 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.
《The Reference Librarian》2013,54(93):3-22
Abstract Explores virtual reference as a new career opportunity for librarians. Asks if this is a good, long career path, or if it will careen virtual reference librarians off into the slough of despond. The skills needed for the traditional reference librarian are compared to those needed by the virtual reference librarian; the challenges and advantages of working virtual versus traditional reference are identified; the types of questions and resources used in providing virtual reference service are discussed; and the types of interaction with the patrons are explored. The skills needed to manage and evaluate virtual reference services are also articulated. 相似文献
14.
Gregory M. Nelson 《The Reference Librarian》2013,54(1):57-72
Academic, public or special librarians interact with a variety of patrons–students, faculty members, community patrons, or other employees–and often need tools to manage their time and responsibilities in the library. Scheduling appointments and events often takes an inordinate amount of time away from their most important work. This paper reviews LibCal, an online calendaring platform, and three of its components: the appointment scheduler, event scheduler, and room booking service. The functionality of each LibCal component will be thoroughly discussed along with its pros and cons based on the author’s experience. After considering these factors, recommendations are made in regards to adoption and use. 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.
创客空间服务推动着图书馆的人力资源重组与变革,激励馆员积极面对变革、参与变革。文章通过馆员访谈,运用扎根方法从馆员需求的视角构建出馆员参与创客空间转型服务激励机制,运用因子分析法对激励机制的有效性进行了验证与完善。文章得出以下结论:馆员正向激励包括工作条件与环境、服务能力建设、参与动机强化、馆员获得感知4个维度;该激励机制对于增强馆员参与转型服务意愿具有较好的针对性和实用性。 相似文献
17.
《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
18.
This article describes initiatives undertaken by one academic medical library to support patrons using handheld mobile devices. These initiatives included efforts to assist patrons with installation and use of mobile information resources, educate librarians regarding content and navigation of mobile apps and websites, and leverage tools to promote the library in a mobile environment. 相似文献
19.
This article describes initiatives undertaken by one academic medical library to support patrons using handheld mobile devices. These initiatives included efforts to assist patrons with installation and use of mobile information resources, educate librarians regarding content and navigation of mobile apps and websites, and leverage tools to promote the library in a mobile environment. 相似文献
20.
Debra Lucas 《Journal of Interlibrary Loan, Document Delivery & Electronic Reserve》2013,23(4):309-316
Assessment is a required component of strategic planning and decision making in any library. Interlibrary loan surveys can provide data regarding user satisfaction levels for accuracy, thoroughness, convenience, and turnaround time. As interlibrary loan librarians at D'Youville College, we believed that our patrons were satisfied and impressed with the library's recent service improvement initiatives. However, we did not have any concrete data that would help drive future strategic decisions. We were short on staff time and resources and wondered how a small library staff could create an assessment tool and then analyze the results. 相似文献