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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.
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   

3.
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   

4.
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   

5.
The primary objectives of this research article are to explore the concept of communication tools using Facebook, and to evaluate the performance of the East West University (EWU) Library Facebook page as a communication tool. The EWU Library Facebook page uses a variety of strategies and techniques to engage with its patrons. The author's intention is to examine this library Facebook page, which is explored using a case study method. This article also focuses on how Facebook facilitates collaborations between the library and the patron's community, as well as the implications for academic libraries in the future. This case study reviews the literature on the use of social networking while focusing on Facebook as a communication tool and engaging libraries in social networking. The article emphasizes the author's experience of working in an academic library to identify the main trends in providing services based on posting various topics through the Facebook page of the EWU Library, Bangladesh. The numerous issues in adapting Facebook as a communication tool and an exploration of the opportunity and drawbacks of the use of the Facebook application in academic libraries are also discussed.  相似文献   

6.
The State Information and Reference Center of the California State Library provides a number of special services for its partons. These services include compilation and distribution of publications such as Management Trends, a selective annotated bibliography focusing on current trends in business and management, and Special Topics, an irregular series focusing on topics of current interest such as childcare, biotechnology and illiteracy. Other services include providing patrons with direct access to the University of California's online catalog, and indirect access to hundreds of commercial databases. As a service to our very busy patrons, library staff will also gather and send library materials to the offices of patrons who request the service.  相似文献   

7.
Reference and information requests received b the Children's Services Department of The Urbana (l~inois! Free Library were analyzed according to the types of ques- tions asked and the distribution of adult and childiyoung adult patrons making the requests. It was found that a sub- stantial pro ortion of the re uests were made by adult pa- trons, and tiat adult and chiljren tend to ask different kinds of questions. Children tended to ask for assistance of an es- sentially mechanical nature, such as help in locating items and assistance with audiovisual materials. Adults tended to ask complex reader's advisory questions, reference questions, and questions concerning library policies and programs. It is sug- gested that children's departments need to make greater ef- forts to deliberately serve their adult patrons, that the analy- sis of reference and informational questions can lead to better collection development decisions, and that thorough commu- nity analysis may be essential to the effective functioning of a children's department.  相似文献   

8.
Abstract

Orienting 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   

9.
《The Reference Librarian》2013,54(75-76):11-22
Summary

Library staff and other patrons encounter patrons who are one or a combination of the following: mentally ill/disturbed, homeless, street persons, angry, aggressive, unreasonable, rude. Commonly referred to as “problem patrons,” they appear in any type of library: public, academic, institutional, corporate and special. Most of them behave poorly because of their own troubles. The history of “problem patrons,” various types of problem patrons and their identifying behaviors are discussed in this paper. In attempting to define “problem patrons” the information provides a framework for understanding the problems of challenging patrons and for learning to discriminate between problem patrons and patrons who have problems.  相似文献   

10.
This article presents results of a study of library-related posts on Yik Yak, a former social media app, and questions received via more traditional library-maintained virtual reference service platforms—namely, chat/instant messaging, SMS/text messaging, email, and LibAnswers' Query Spy—at College of Charleston's Addlestone Library. Based on an analysis of the results, suggestions are made for using social media tools similar to Yik Yak as a tool for interacting with patrons in academic library settings, specifically as a means to gather feedback about the library and to provide basic reference services.  相似文献   

11.
In 2003, a unique joint library was created. A partnership between the San Jose Public Library system and San Jose State University, the Dr. Martin Luther King, Jr. Library serves a city population of more than a million and a campus population of over 30,000 students. With different patrons and different missions, bringing the two library cultures and functions together presented many challenges, but the library today is a vital, innovative space for learning. In the ten years since its opening, however, the cost savings envisioned when the library was created have not been realized. Also, the partnership originally presented in the library's organizational structure has undergone alterations. This restructuring was driven by changes in funding, staffing, and patron needs. Despite this organizational evolution, the King Library still provides a richer resource to its communities than either partner could have provided alone and can serve as a model to other communities considering the creation of a joint library.  相似文献   

12.
ABSTRACT

Access services librarians at Southeastern Louisiana University's Sims Memorial Library observed patrons' technology help needs and created an interactive training manual that empowers library faculty and staff to provide public service technology help in the Information Commons. The new training manual takes technology help in the academic library to the next level, “Technology Help 2.0,” because it allows librarians to learn about technology by directly observing the needs of patrons, develop new skills at their own pace, and adapt to the constantly evolving technology demands of the Information Commons.  相似文献   

13.
Abstract

This article is written by Mari Cheney, Assistant Director, Research and Instruction at Boley Law Library, Lewis & Clark Law School. She holds a MLIS from the University of Washington and a JD from American University, Washington College of Law.

This article enumerates challenges that hearing-impaired law library patrons may encounter when using the library and its resources, and ways academic librarians can increase accessibility.  相似文献   

14.
FROM THE EDITOR     
Abstract

This paper reports on a survey of faculty perceptions of the role of the library in online distance education. The study is second in a series of related studies exploring The Pennsylvania State University's library services to patrons at a distance. In 2004, faculty of the World Campus (Penn State's online distance education program) were surveyed on their perceptions of e-learners' research needs. The faculty responded to questions on how their students access research information for their courses, whether they require their students to use the library as part of their courses, and their expectations of the library as an academic support service. The survey revealed that 60% of the responding faculty supply all of the required research information to students in their courses, and 62% do not require students to use the library as part of their course(s). The study concludes that online, distance-education faculty members have minimal to moderate expectations of the library in supporting their teaching and their students' research needs. Moreover, the study shows a significant lack of faculty awareness of existing library services and resources available to the e-learning community.  相似文献   

15.
Payson Library, the largest library at Pepperdine, primarily serves undergraduate students. It underwent a renovation between spring 2016 and fall 2017. Payson Library was closed during this renovation, and a Library Hub was established as a temporary service point and library information and teaching center on campus. Maintaining market share led to rolling out new services such as RAPID-ILL, repurposing a graduate campus library for increased study spaces, and reliance on a strong library liaison program. Predictably, there was a sharp reduction in patron visits, but there was success in providing reference, instruction, and access to the collections.  相似文献   

16.
《资料收集管理》2013,38(2):15-31
Abstract

Library consortia offer expanded access to shared collections through patron-initiated borrowing of materials. This article looks at two primary questions regarding patron-initiated borrowing: Is it possible to improve delivery time of materials within the constraints of current staffing? Is it necessary for patrons' satisfaction to improve delivery time? Answers to these two questions were sought through two studies: a series of interviews with library circulation staff and a survey of library patrons. The results of these studies provided answers to these questions and additional information that could be used to improve the current service.  相似文献   

17.
《The Reference Librarian》2013,54(79-80):57-65
Summary

Digital reference is an important research area with the potential to enhance information delivery to library patrons. The process of digital reference involves the challenges and problems of an interactive computer-mediated reference interview. Related studies of mediated online searching have identified the major tasks during a mediated online search. The search intermediary's tasks included gathering information on the information need, previous searches on the topic by the information seeker, search terms and strategies, database selection, search procedures, system's outputs and relevance of retrieved items, and the number of topics to be searched. The information seeker's tasks include providing information to the search intermediary on their topic, discussing their previous information seeking and evaluating the online search output. Models of digital reference interviews need to include more complex information seeking behaviors, such as successive searching and multitasking. Further research is needed to extend our understanding of digital reference processes.  相似文献   

18.
Library orientations do their part to familiarize students with information literacy, and how the library fits within university life. But what if an orientation could give a student a strong introduction to their academic librarians? Research in academic libraries has noted that library anxiety remains a continual problem among current students. Valparaiso University librarians created the Get to Know Your Librarian program, which sought to make librarians accessible. Using humor and casualness, incoming students were “introduced” to librarians through a series of fun facts. This simple program was successful in helping alleviate incoming students’ library anxiety before their first semester.  相似文献   

19.
Abstract

Despite major, ongoing changes in the profession and in library school curricula, the basic principles of librarianship can and should always be applied, regardless of medium or situation. However, patrons have changed the ways they prefer to search for and access information. This means that librarians must both update their understanding of these principles and find ways to apply them more proactively. One effective response is to design and market library Web pages as preferred gateways to electronic information and instruction. Librarians can transform Web pages into “one-stop-shopping information portals” for users, providing not only information, but also instruction in how to find and evaluate information. Applying Ranganathan's Five Laws of Library Science to Web page designis a useful way to determine iflibrarians are providing the kind of Web pages their patrons need.  相似文献   

20.
This article is written by Kris Turner is the Associate Director of Public Services at the University of Wisconsin Law Library. He holds a MLS from the University of Wisconsin. He is currently attending University of Wisconsin Law School part-time and expects to receive his JD in 2020. Special libraries must effectively communicate value to prove the library’s worth to stakeholders making budgetary decisions. The University of Wisconsin Law Library embarked on a campaign of aggressive helpfulness to better serve existing patrons and reach under-served populations. The library implemented a three-pronged strategy that used formal workshops, informal events, and social media to emphasize the value the library provides. This article discusses the techniques used by the law library to better communicate value through aggressive helpfulness and provides tips on how other special libraries can successfully implement their own proactive outreach.  相似文献   

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