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1.
Stephen P. Buss 《The Reference Librarian》2013,54(4):265-271
With the continuing development of web resources and Internet search utilities, the role of reference services is changing in the modern library. Traditional ready reference is in decline, but the need for broad-based research support will continue for the foreseeable future. As librarians adapt to the evolving research environment, libraries are experimenting with alternative models of reference services. Far-reaching calls to adopt one model or abandon another, such as the traditional reference desk, are off target given that each library must adapt to its own local situation and determine how best to serve its constituents. 相似文献
2.
《The Reference Librarian》2013,54(75-76):163-172
Summary Emerging technologies continue to offer librarians new opportunities to improve user services. Comment and query links on some library web pages are absorbing a significant share of the customer service workload previously handled by traditional reference desks. Fa miliar types of patron problems of course continue to crop up at the “vir tual reference desk.” New and different aspects of patron problems also appear. Originating with the experiences of a research university li brary's web group in dealing with incoming user messages, this study examines the challenges as well as advantages of dealing with “problem patron” phenomena in a virtual environment. 相似文献
3.
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
4.
The University of Baltimore Library was recently renovated. Part of the design in the newly renovated space was having one single service point, that we call the Information Desk. This desk serves as the public facing portal for what was previously three public facing service points to services by three separate departments, Academic Success, Access Services and Reference & Instruction.
This article describes in depth how our Information Desk Leadership Team encouraged and used our library student employees’ expertise and knowledge in the formation of policy and procedure manual, training documents, reference tools and resume lines for use at a single service point. 相似文献
5.
ABSTRACTDespite a general decline in recent years in academic libraries’ reference desk statistics, research indicates that library users continue to have complex research questions but are largely unaware that librarians are waiting and ready to assist them. The challenge for librarians is to connect with users at their point of need. At Bowling Green State University, we are making a move in this direction with proactive (pop-up) chat widgets embedded within our library Web pages, catalog, and databases. Since implementation, the number of chat reference questions received has more than doubled, helping us reach additional users from on-and off-campus. 相似文献
6.
网络环境下的图书馆参考馆员和网上虚拟参考馆员 总被引：13，自引：0，他引：13
本文以上海图书馆率先推出的“参考馆员”和组建的“网上联合知识导航站”为例，介绍了图书馆建立健全“参考馆员”、“虚拟参考馆员”的目的和作用，阐述了网络时代图书馆参考馆员的角色定位和素质要求，进一步证实了建立健全“参考馆员”、“虚拟参考馆员”、“知识导航员”制度正是顺应形势发展和时代要求所采取的新举措。 相似文献
7.
The authors discuss a newly established academic library at the University of California, Merced, as a model for reference service that foregoes a desk staffed with reference librarians. The library provides innovative, quality reference services for its users by using well-trained staff at a library services desk and employing new technologies for asynchronous communication and instruction. 相似文献
8.
Beverly Murphy Richard A. Peterson Hattie Vines Megan von Isenburg Elizabeth Berney Robert James 《Medical reference services quarterly》2013,32(4):379-393
ABSTRACT This article will describe how a revolution in customer service provision beginning in 2002 has led to an evolution of library services. When the reference and circulation desks were merged to create a single service point, responsibilities were broadened, core competencies were developed, and staff members were cross trained. In 2005, an analysis of staffing and work patterns demonstrated a need to build upon the original model to better utilize staff and ensure coverage of the desk. Reference librarians were moved to “on call” status, technical services staff were added to the schedule, and core competencies and procedures were refined. 相似文献
9.
Mary Wilkins Jordan 《The Reference Librarian》2014,55(3):196-211
With staffing and funding shortages and rapidly changing expectations from patrons, what is actually happening at the reference desk in today’s libraries? Understanding the needs today’s reference librarians face can be useful in developing ways to support those needs. Asking them to make some predictions on the future of public library reference work gives Library and Information Science (LIS) students, and libraries preparing for the future, a valuable look at the expertise provided by experience. This understanding will help make some realistic decisions about reference staffing and service needs and provide some guidance for those aspiring to careers in public library reference. 相似文献
10.
The Robert W. Woodruff Library, Atlanta University Center, recently restructured its system for information service delivery by moving from the traditional one-desk model to a dual component model that is delivered from two service points in close proximity. Under the former system, services were solely delivered by reference librarians. The new system offers the same array of information services provided by a combination of librarians and library support staff who have received special training. The observed outcomes have been a higher quality of customer service delivery, an increased use of research consultation services, a more informed and engaged library staff, and increased opportunities for reference librarians to make campus visits. This article outlines the entire process from conception to implementation, including staff training requirements, statistical data, and future implications. 相似文献
11.
ABSTRACTIn the summer of 2010, to provide a “one-stop shop” service point to Woodruff Library patrons, the Circulation, Reference, and Learning Commons (LC) desks merged into the unified Library Service Desk (LSD) under Access Services. Last year, due to organizational changes in the library and IT, and anticipated support needs of the new LC spaces and technologies, Student Digital Life opened a separate LC Technical Support desk. The lessons of the year of the two desks, funding considerations, and the persistent goal to streamline the experience of our patrons resulted in transitioning the functions of the LC desk to LSD, thus evolving it to new organizational and operational levels. 相似文献
12.
《The Reference Librarian》2013,54(2):5-16
ABSTRACT It has been established that much of the assistance provided to library patrons at reference desks does not require the knowledge and expertise of a professional librarian. Is the same thing true of the telephone calls received at reference desks in academic libraries? This article reports the results of one academic librarian's reference desk transaction log analysis which focuses on the categories of assistance provided to patrons who called the library's reference desk. 相似文献
13.
Christa E. Poparad 《The Reference Librarian》2013,54(2):83-92
Once widely accepted as a librarian-staffed research hub in academic libraries, the reference desk has become a source of wide-ranging debate. Desks have been reconfigured, combined, and in some cases eliminated. In many libraries, the traditional Reference Desk has evolved into the Information Desk to provide immediate answers to preliminary research and computing questions at a visible service point. In its new incarnation, some have questioned the necessity of librarian service at the desk. However, although transaction content has changed over the years, librarians continue to be indispensable at the desk, providing instruction and ensuring consistent, patron-centered service to meet users’ immediate needs. 相似文献
14.
总结了图书馆参考咨询服务的主要发展:虚拟参考咨询台的建立,联合咨询和标准化、个性化定制服务,学科馆员制度的建立,自助化和智能化的发展等。 相似文献
15.
《The Reference Librarian》2013,54(95-96):81-98
Abstract As digital and chat reference services become established as another way to do business, many libraries juggle the delivery of consortial and local virtual reference services. Balancing services without overtaxing staff and resources presents a number of challenges. How, for example, do libraries staff more than one chat reference service in addition to traditional services? Or more critically, how are subject specialists used to their greatest advantage in a multi-type library service? This article explores the benefits and issues of offering service at the statewide and local level based on OSU's experience and describes how OSU responded to these issues. 相似文献
16.
《College & Undergraduate Libraries》2013,20(4):43-54
Abstract Launching virtual chat reference services at Boatwright Library at the University of Richmond has been an interesting challenge of “trial and error” over the years. After trying several different software programs and staffing options, librarians have finally found a niche with AOL's Instant Messenger service. The first section of the article describes a path of experimentation, including early collaborations with the computing services help desk, staffing patterns within the library, technical and financial challenges with virtual reference software, and attempts to get students to use reference chat services. The second half of the case study describes the great success with AIM service in the past year, providing statistical information as well as coverage of training and guidelines, advertising, and staffing. This article touches on a number of themes, including the value of experimenting with a variety of chat reference software programs, and the need for library staff to stay current with new technologies. 相似文献
17.
18.
ABSTRACTThis article uses the case study of developing a collaborative “out-of-hours” virtual enquiry service by members of the Northern Collaboration Group of academic libraries in the north of England to explore the importance of communication and collaboration between academic library services in enhancing student learning. Set within the context of a rapidly changing UK higher education sector the article considers the benefits and challenges of collaboration and the contribution of library services to the student experience. The project demonstrated clear benefits to student learning and evidence of value for money to individual institutions as well as showing commitment to national shared services agendas. Effective communication with students, with colleagues and stakeholders in our own and other Northern Collaboration member institutions, and with OCLC, our partner organization, was a critical success factor in the development, promotion, and uptake of the new service. 相似文献
19.
《The Reference Librarian》2013,54(69-70):363-378
Summary International adult learners are a growing patron constituency. They share a number of common characteristics, notably their unfamiliarity with many library services. In addition, barriers such as language and communication differences as well as functional issues present challenges to effective service. Libraries can better meet the needs of International Adult Learners by determining what their needs are. In so doing they will be able to provide better programming and improve library instruction. In addition, libraries can partner with other community agencies and institutions to improve service for International Adult Learners. Staff training should also be undertaken to improve the ability of library personnel to interact with this particular user group. 相似文献
20.
《The Reference Librarian》2013,54(79-80):101-112
Summary This article explores digital reference and offers practical advice to those interested in implementing a digital reference desk in their library. Digital/chat/online reference services are defined and practical guidelines on staffing, selecting and troubleshooting hardware and software, training, and marketing are offered for those establishing such a service. 相似文献