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1.
《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   

2.
《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   

3.
ABSTRACT

Service to pro se patrons continues to be one of the core issues facing law librarians. The current downturn in the economy makes this issue more critical than ever. This article provides one way to better meet the needs of this growing class of law library patrons.  相似文献   

4.
《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   

5.
ABSTRACT

Library patrons are adopting mobile devices for personal and other uses. The ubiquity of mobile devices will lead to changes in how and where learning and education happens. Libraries have wanted to become ubiquitous by making resources and services available anywhere, anytime. Reference librarians can use mobile devices and applications to include services in mobile learning environments. Challenges to libraries include uncertainty about which technologies to adopt in a rapidly changing technology landscape, the cost of technology adoption, staffing for 24–7, diversity of needs and preferences among library patrons, and the need to offer stable, consistent services. The combination of mobile librarians, mobile patrons, and mobile content provides an opportunity to move closer to the ideal of the ubiquitous library.

This article originally published in Journal of Library Administration, Vol. 51, Issue 3, pages 279–290, 2011. doi:http://dx.doi.org/10.1080/01930826.2011.556942.  相似文献   

6.
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   

7.
《Public Library Quarterly》2013,32(1-2):191-197
SUMMARY

In the past, mid-sized public libraries left the literacy needs of their patrons to other agencies in the community, preferring to focus on the traditional library roles of being a center in the community for popular materials, community information, reference assistance, life-long learning, etc. As the literacy levels in the community weakened and began to affect both the status of a community and children's ability to learn, traditional services and literacy can be combined into a successful program that benefits all who participate.  相似文献   

8.
Problem Patrons     
《The Reference Librarian》2013,54(75-76):3-10
Summary

Every type of library will inevitably have problem patrons, but this article focuses mainly on public and academic libraries. As the times have changed, so has the magnitude of the problem patrons. Problems of the past seem irrelevant compared to some of the problems we are currently facing. Discussed in this article are particular types of problem behavior, including, but not limited to anger, harassment of staff, and homelessness. The types of each category include examples to illustrate each concern, and possible remedies.  相似文献   

9.
ABSTRACT

Many patrons of libraries have one or more print disabilities that partially or totally impair their ability to use standard print. However, many devices and services are available to aid patrons who can not use print in the conventional manner. This paper provides an overview of typical assistive technology devices and services available to students with print disabilities. Barriers to access and solutions to these barriers are also discussed. In addition, original research results are presented from a survey of two-year college libraries of the University System of Georgia.  相似文献   

10.
《The Reference Librarian》2013,54(75-76):105-113
Summary

The issue of the difficult library patron has been of growing concern to the library community in the last decade. A number of monographs and journal articles have been published on this topic in recent years. This article surveys the literature concerning the problem library user including the homeless, the de-institutionalized, the mentally ill, and angry/frustrated patrons. It includes literature which discusses techniques for empowering front-line employees in handling various user behaviors and responding to patron problems.  相似文献   

11.
ABSTRACT

Both Children’s services and Young Adult (YA) services have been recognized as essential in Japanese public libraries. This article reports on the present status of Children’s services and YA services in Japanese public libraries, based on the results of several investigations. These studies show that children’s services in Japanese public libraries already are generally popular. On the other hand, this article indicates that YA services in Japanese public libraries are gradually improving, due to the national recognition of the importance of YA library services. Examples of good practices in Children’s and YA services in Japanese public libraries are described and analyzed to identify the common themes that flow through these innovations. This article concludes with observations about the future involving library services for children and YAs, from the viewpoints of face-to-face traditional services and indirect services through their official websites.  相似文献   

12.
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13.
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   

14.
SUMMARY

Law firm libraries have undergone drastic changes in recent years. This chapter chronicles the evolution in the size of the law firm library and its collection, the changing expectations of law firm library users, and the inventive ways that law firm librarians are fulfilling the needs of the law firm library users with technology and other means. This chapter also explores how law firm libraries can improve service and overall efficiency through limited outsourcing of reference services.  相似文献   

15.
This study reviewed library websites at Association of Public and Land-grant Universities (APLU) to learn more about the services they provide to unaffiliated patrons and how they share this information. This review demonstrated that websites at land-grant libraries affirmed unaffiliated patrons' building access privileges at slightly higher rates and circulation privileges at lower rates than non-land-grant APLUs. Data also revealed that requirements and fees for library privileges varied across APLU libraries as a whole. This research is a first step in identifying how libraries at land-grants and non-land-grant APLUs compare to one another and to different types of institutions in the services they provide to unaffiliated patrons. It also continues the discussion of whether libraries, especially those at land-grant colleges and universities, have an obligation to open their spaces and collections to unaffiliated patrons.  相似文献   

16.
ABSTRACT

The creation of “Access Services” departments in academic libraries did not translate into the creation or offering of new services for patrons. Instead, it was typically just the combination of three already existing departments. Recent changes and trends in Access Services, including new NCIP and ISO standards, an increase in the use of electronic reserves, and the availability of items in various formats, now allow librarians to reconsider if this departmental arrangement is the best for today's library customers. This paper argues that the traditional configuration of Access Services needs to be dismantled if academic libraries are to provide excellent customer service to faculty and students.  相似文献   

17.
Abstract

Many public libraries are offering Science, Technology, Engineering, and Mathematics (STEM) programing to their patrons. Using data from a national survey of public library professionals, the current study examined the growing STEM movement by measuring “STEM-readiness” and through the lens of Diffusion of Innovations Theory. Results indicate that most libraries are ready to implement STEM programing. Characteristics of STEM-ready libraries included serving more patrons, having more space, and engaging more often with STEM programing. Such findings suggest that public libraries that have access to resources are more likely to be STEM-ready; whereas, those with fewer resources may need additional support.  相似文献   

18.
《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   

19.
《The Reference Librarian》2013,54(75-76):149-161
Summary

Problem patrons are not a phenomenon exclusive to the public library arena. Academic libraries have throughout time had their own share of difficult patrons. This article focuses on problem patrons and reference staff in the academic library with a particular focus on electronic equipment and resources, particularly the Internet. Issues include viewing of pornographic images by patrons, plagiarism and the librarian's role, use of e-mail and chat, and cell phone use in the reference area.  相似文献   

20.
Abstract

This article explores ways that academic libraries can promote their resources and services, as well as their roles in their communities with the help of Pinterest. It is the first study to examine the usage of Pinterest in an academic library of Bangladesh. Academic libraries have many options for using Pinterest to enhance resources and services. It is a versatile way for academic libraries to connect with patrons as well as reach patrons to enlighten about the significance of the library’s roles in communities. This article provides a literature review giving a special focus on the opportunities of using Pinterest for academic libraries. In addition, the author provides examples of successful ways of using the Pinterest account of East West University library, Dhaka, Bangladesh.  相似文献   

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