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1.
《The Reference Librarian》2013,54(74):1-12
Summary Electronic reference is a large part of today's library. Computer technology has clearly been the dominant catalyst for change in library service over the last few decades. Reference service has changed along with the prevailing technology. An exclusive group of searchers serviced electronic information requests during the online searching craze of the 1970s and 1980s. In the library of today, this model of electronic reference is no longer operational. Electronic information is now available to anyone on a computer terminal. In response, all librarians have become familiar with computer technology, and have a new emphasis on teaching and basic information literacy. This article will examine how this came to be, and the technologies that helped make it happen. 相似文献
2.
《The Reference Librarian》2013,54(95-96):173-186
Abstract The Assessing Quality in Digital Reference project is a first step toward understanding the cost of digital reference services in libraries. This article presents three measures isolated by project participants as being most useful for their immediate needs: total cost of providing digital reference service, the cost of digital reference service as a percent of the total reference budget, and the cost of reference as a percent of the total library or organizational budget. In addition, it reviews selected outstanding issues in the ongoing question of how to determine the cost of reference services in libraries and offers direction for further study toward a general cost model for information services. 相似文献
3.
《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
4.
《The Reference Librarian》2013,54(69-70):181-192
Summary Reference services at ARIS are provided by a team of five staff—four educational professionals and one information services professional. This unusual structure was developed in response to the needs of teachers and practitioners in the adult literacy and basic education (ALBE) field in Australia. This paper describes ARIS and its activities, explains how reference services are provided and identifies factors that may influence the effectiveness of this model of service. It finds that although a full evaluation is required, this model is effective in providing services that meet the particular needs of teachers in this particular field. 相似文献
5.
《The Reference Librarian》2013,54(2):31-40
ABSTRACT A selective annotated bibliography of literature about reference services from 1984 to the present. The selected writings highlight how reference service has been challenged and changed over the last 20 years as a result of technological advances, shifts in information-seeking behavior, and inadequate monetary and human resources. This bibliography is meant to provide further reading on the topics covered by the articles in this issue on the current state and future of reference services. 相似文献
6.
《The Reference Librarian》2013,54(93):129-136
Abstract Reference service in all types of libraries could be improved if librarians actively adopted the mindset of the Golden Rule. The Rule is expressed in some form in many world religions and instructs us to treat others how we would like to be treated. This approach has applicability not only in face-to-face reference transactions, but also in virtual reference. The empathetic reference librarian should be alert to both verbal and non-verbal clues that can indicate how a patron would like to be treated. 相似文献
7.
《The Reference Librarian》2013,54(69-70):171-179
Summary Distance education's steady evolution from correspondence courses to virtual classrooms poses a significant challenge to the delivery of library services. Success in achieving widespread electronic access to library catalogs and online databases serves only as the foundation for meeting this challenge. Full evolution to virtual library services demands the addition of dynamic and interactive electronic reference services. The Telebase Help Desk service is one model of an Internet-based interactive reference service. 相似文献
8.
《The Reference Librarian》2013,54(83-84):183-191
SUMMARY E-mail reference service provides complex challenges, but the service can be planned effectively and improved through cooperative work among reference staff and various library departments. Staff members from the Michigan State University Libraries have engaged in extensive cooperative work to evaluate, improve, and maintain effective e-mail reference services. Two library committees and an e-mail reference team have developed new service procedures, and have worked with other library departments to improve e-mail reference service. This article explores the collaborative work of the MSU committees, and discusses how e-mail reference has improved through cooperative work. 相似文献
9.
《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
10.
《The Reference Librarian》2013,54(79-80):1-17
Summary Real time digital reference services are now a standard part of reference work in medium to large sized libraries as well as numerous smaller libraries. Aside from the basic questions of whether or not this new computer service will flourish, are the day-to-day activities which make it possible. The contributors to this gathering of opinion and pragmatic activity offer numerous reports and theory about the development and growth of the new approach to answering reference questions. There is a wide diversity of methods and ideas about how digital reference service should be offered to the public. All taking part in this discussion speak from experience and considerable thought about a revolutionary new idea. 相似文献
11.
12.
《The Reference Librarian》2013,54(79-80):67-99
Summary Libraries have begun to add chat reference as a method to deliver reference service to remote user populations. To deliver quality service in a timely fashion, libraries need to construct a Virtual Ready Reference Collection (VRRC) of elite ready reference Web sites most often used during the chat reference interaction. This article explores the collection development steps needed to create a VRRC that is most beneficial on the local level. The value in creating this collection lies not just in the end product, but also in the process, which serves as a valuable training exercise. Selecting and maintaining the virtual ready reference collection will enhance the chat reference librarians' ability to deliver service in the chat reference environment. 相似文献
13.
《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
14.
David A. Tyckoson 《图书馆管理杂志》2013,53(6-7):581-600
ABSTRACT In this article, the author reviews the history of reference service from a management perspective. Topics covered include: definitions of reference service; staffing; service models; modes of communication, including remote reference services; collections; education and training; and assessment. The author discusses changes over time and current challenges for reference managers. This article originally published in Journal of Library Administration, Vol. 51, Issue 3, pages 259–278, 2011. doi:http://dx.doi.org/10.1080/01930826.2011.556936. 相似文献
15.
《The Reference Librarian》2013,54(85):127-137
SUMMARY Digital reference service (also known as virtual reference) has become a contentious topic in the library literature, as some critics feel that it threatens reference service more than it enhances it. Through this paper it is hoped that the debate can be refocused after a careful assessment of what exactly digital reference technology can afford and what social impact such affordances could bring. The suggestion will be made that digital reference should be employed as a means to provide reference service as long as the service is designed to play to the strengths of the technology. As such, it is recommended that libraries pursue digital reference service that is local, professional, and with privacy constraints. 相似文献
16.
《The Reference Librarian》2013,54(74):103-120
Summary As electronic reference services become routine in many libraries, it is time to systematically examine how they are being implemented and used. Unfortunately, few libraries have rigorously examined their electronic reference services. We still know very little about who uses electronic reference services or why. We also do not know how satisfied our users are with the new services we are providing. This article provides an overview of the chief methodologies available for conducting assessments of electronic services (e.g., surveys, usability studies, observation, etc.). Existing criteria for evaluating reference services are discussed with suggestions for how they can be applied or adapted to the online service environment. 相似文献
17.
《The Reference Librarian》2013,54(93):99-108
Abstract E-mail reference has been utilized as a reference tool in academic libraries since the early 1980s. Today it is one of the most common media for providing digital reference service. An important aspect of providing any service is evaluating users' satisfaction levels with that service. Users of the Ask-A-Librarian e-mail reference service at a large academic library over a ten-month period voluntarily completed a seven item web-based questionnaire. The results indicated that the majority of respondents were satisfied with Ask-A-Librarian overall. This paper discusses how the library used the survey results to improve the existing service, and to implement a new one-chat reference. Reference service providers should not only ask users for feedback on existing services, but also should include them in the planning and design phase of new services. In doing so, they demonstrate their commitment to providing adequate and appropriate services to their patron community, and ultimately can save their institutions time and expense. 相似文献
18.
《图书馆管理杂志》2013,53(3-4):549-567
AbstractUpon completing a Fall 1999 sabbatical studying how reference services were being provided to library patrons at a distance, the MCCCD libraries have been piloting a collaborative live reference service since Spring 2001. This paper describes the organic evolution and current state of Maricopa's Librarians Online. 相似文献
19.
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
20.
《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