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1.
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   

2.
《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   

3.
The application and IT ecosystem of academic libraries typically includes multiple systems, with crucial functions requiring using or sharing information between them. However, library systems are often not well integrated, making workflows and system interactions less than optimal for both staff and patrons. The method to integrate systems that the IDS Project took was to create a middleware platform, IDS Logic, that can connect multiple library systems and open or vendor web services to create the best resource sharing experience for staff and patrons. One specific application that is hosted within the IDS Logic middleware platform is Article Gateway, which uses resource-sharing technology and workflows to deliver fast or instant access to research material to users with little or no staff time and removes as many barriers to user access as possible. Where resource sharing has typically sought to deliver articles in one-to-two days, libraries using Article Gateway typically deliver a significantly higher percentage of articles to patrons within a few hours.  相似文献   

4.
Labeled “third-sector” community organizations, public libraries serve homeless individuals by default. Using focus group interview data with library personnel, this qualitative study explored how public libraries in 8 urban and suburban communities in one Midwestern state perceived and served homeless patrons. Three themes emerged: (1) the recognition that libraries serve as makeshift shelters, (2) the inconsistent implementation of code of conduct policy regarding homeless patrons; and (3) innovative “under the radar” responses by administration and staff to resolve the tensions enacted by the presence of homeless persons in library facilities. Recommendations for staff training, internal policy revision, and enhanced collaboration between social service agency and public library staff are provided.  相似文献   

5.
民办高校图书馆是学校的文献信息中心,是为教学和科研服务的学术性机构。随着民办高校的发展,民办高校图书馆的建设及服务水平有了一定的提高。但由于民办高校图书馆管理体制的制约,其发展依然面临许多问题。从办馆条件、馆藏资源、人员、服务等方面分析了民办高校图书馆存在的主要问题。并提出了相应的解决对策。  相似文献   

6.
Teaching computer literacy to library patrons is an entirely appropriate activity for librarians in their role as liaisons between information and those who are seeking it. At the Norris Medical Library of the University of Southern California there are four main computer activities: information management workshops, provision of a microcomputer laboratory and classroom, formation of user groups, and installation of a campus-wide electronic bulletin board. Benefits to the library include: increased computer knowledge for librarians, better understanding of the information needs of the campus community, mutual respect and friendship between librarians and patrons, and introduction to the library of patrons who may otherwise never have come.  相似文献   

7.
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   

8.
The expectation for extended library hours including 24 h access presents many questions about late night library users and the value of this service to the library and their corresponding institutions. Using data gathered about patrons who use the library after 11 pm and before 7 am, a study was conducted to discover who the library users were, what services and facilities they made use of, and what, if any, concerns they have regarding the late night library. The usage patterns provide evidence that that while more usage occurs during traditional hours, users who prefer late night do so consistently. The researchers found the late night library was serving patrons who were cross sections of university community with higher than average grade point averages and retention rates when compared to university averages. These figures can have a significant effect on institutional recruitment and retention presenting the library as an indispensable resource to the community.  相似文献   

9.
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   

10.
ABSTRACT

As libraries continue to grow and change in the 21st century, we are seeing an increased emphasis on outreach, engagement, creativity, and innovation for academic libraries. These ideas are crucial to the future of academic libraries and makerspaces are one way for academic libraries to realize these ideas. Makerspaces can be affordable, don't need to take up a lot of space, and have potential to be catalysts for creating partnerships within one's community. Engaging making events can stimulate broader conversations among library patrons and library employees as well as a way for library liaisons to connect with their faculty, students, and staff.  相似文献   

11.
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12.
[目的/意义] 图书馆焦虑是影响我国高校学生图书馆资源利用的主要障碍,对图书馆焦虑及其影响因素进行的研究,有助于图书馆更深入地了解用户心理,进而提升为用户服务的质量。[方法/过程] 采用访谈法、问卷调查法、数理统计等方法,从资源、检索、制度、员工、知识、舒适度和情感7个维度及用户的一般人口学特征、个人特质、信息素养培训状况3方面来研究我国高校学生图书馆焦虑现状及其影响因素。[结果/结论] 通过构建图书馆焦虑测量常模,发现我国高校学生图书馆焦虑处于中度焦虑水平。研究还表明,资源、检索和制度维度是影响图书馆焦虑的主要因素,用户在各维度的图书馆焦虑程度与其性别、年级、年龄、学习成绩、所属高校类型、一般性焦虑和自尊状况以及是否参加图书馆培训和信息检索课程等自身因素有关。本研究为我国图书馆焦虑实证研究提供测量工具;了解图书馆焦虑形成的原因及其影响因素,提出解决图书馆焦虑的具体策略,为图书馆开展读者服务工作提供参考。  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.
In 2014, Sam Houston State University Library librarians distributed a survey to students, faculty and staff to better understand how the university community was using library materials for recreational reading. The survey found that patrons had preference for print materials with a growing interest in other formats. A significant number of respondents did not view the library as a source of recreational reading materials; those who did read across a broad swath of genres. Greater understanding of patron recreational reading preferences empower the library to expand the library collection to meet all patron demands.  相似文献   

15.
TikTok, a social media platform that focuses on short form videos, has gained a high level of popularity, particularly among young adults. Because libraries are always looking for ways to engage with their patrons, the popularity among this demographic provides an opportunity for college and university libraries to do so. This study analyzed and categorized the videos within 15 academic library TikTok accounts in order to answer two questions: 1) How do academic libraries use TikTok? and 2) Is there a correlation between content category and user interaction on academic library TikTok accounts? The results show that humanizing or fun videos were most utilized by academic libraries, followed by videos including or highlighting collections and spaces. Results also demonstrated that humanizing and fun videos received the highest amount of user engagement. This differs from previous studies on other types of social media wherein news and announcements or events were often the dominant categories.  相似文献   

16.
As centers of research and study in colleges and universities, Chinese academic libraries are heavily used and play a significant role in higher education. However, the level of administration can affect service to patrons and have an impact on their development. In this paper, the characteristics of administration in Chinese academic libraries are examined from both a historical perspective and current practice. The problems arising from the centralization of authority and administrative structure are also examined. Some possible suggestions are made of ways to improve library services in areas such as the quality of leadership, the creation of new positions, the increased responsibility of assistant directors, the re-organization of work distribution, the establishment of reference services, the development of faculty and staff participation in committee work, the importance of a library liaison program and the importance of designing a strategic plan for the library.  相似文献   

17.
As centers of research and study in colleges and universities, Chinese academic libraries are heavily used and play a significant role in higher education. However, the level of administration can affect service to patrons and have an impact on their development. In this paper, the characteristics of administration in Chinese academic libraries are examined from both a historical perspective and current practice. The problems arising from the centralization of authority and administrative structure are also examined. Some possible suggestions are made of ways to improve library services in areas such as the quality of leadership, the creation of new positions, the increased responsibility of assistant directors, the re-organization of work distribution, the establishment of reference services, the development of faculty and staff participation in committee work, the importance of a library liaison program and the importance of designing a strategic plan for the library.  相似文献   

18.
This article brings together results from a number of separate studies carried out in 2004 and 2005 analysing the results of user surveys in UK academic libraries. Results from four LibQUAL?+?? surveys and six surveys based on a template available from the Society of College, National and University Libraries are compared. Several common themes emerging from the analyses are examined, including differences in response rates and library behaviour between the various user groups, and the relative importance of a range of library services. Discrepancies between the responses of library staff and their users in areas such as the provision of information resources are noted. Associations between campus libraries and subject disciplines are likely to influence interpretation of survey results within institutions. There are similarities in the overall picture of user behaviour provided by both survey instruments. The implications for service development and delivery are discussed and a pilot benchmarking study reported.  相似文献   

19.
In this qualitative study exploring the content of social interactions between library staff and patrons, interviews were held with 15 library staff members in three neighborhood branch libraries in a large American midwestern city. An analysis of the interviews suggests that public libraries may contribute to social capital through the relationships and interactions that occur between staff and patrons. Some of the ways in which these relationships and interactions may contribute to social capital include: building patrons' trust in the library and its staff, connecting people to both community and library resources, providing social support for patrons, reducing social isolation, helping patrons gain skills to function in an increasingly online world, and providing a positive place for neighborhood residents to gather. The kinds of social interactions occurring in libraries that may help to build social capital are highlighted.  相似文献   

20.
Teaching computer literacy to library patrons is an entirely appropriate activity for librarians in their role as liaisons between information and those who are seeking it. At the Norris Medical Library of the University of Southern California there are four main computer activities: information management workshops, provision of a microcomputer laboratory and classroom, formation of user groups, and installation of a campus-wide electronic bulletin board. Benefits to the library include: increased computer knowledge for librarians, better understanding of the information needs of the campus community, mutual respect and friendshid between librarians and partons, and introduction to the library of patrons who may otherwise never have come.  相似文献   

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