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1.
《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
2.
《The Reference Librarian》2013,54(58):13-26
Abstract An external user and an academic business reference librarian collaborated to identify useful Internet resources for members of the Association of School Business Officials (ASBO). The patron provided computer skills and knowledge of the information needs of school business officials. The librarian provided knowledge of resources and access to the Internet. This service commitment to an “outsider” who was not part of the primary user population directly improved the librarian' s working relationships with her primary user population and improved her ability to serve her professional association. She also gained understanding of the information needs and changing role of school business officials. This paper describes the collaborative effort and the results, and focuses on the development process used to create an Internet site. 相似文献
3.
《Public Services Quarterly》2013,9(2-3):19-32
Abstract Library instruction about reference materials, databases, and quality web sites never goes out of fashion for students, faculty, or staff. An annual professional development program on the Colorado State University campus offers an opportunity to provide specialized library instruction to targeted faculty and staff members. For two consecutive years, the authors offered a workshop called “«Find it Fast»: Research Tips for People in a Hurry.” Using a standardized assessment tool, attendees were asked to rank their level of satisfaction with various aspects of the instruction session. By evaluating and incorporating this feedback, the authors modified and enhanced the workshop's format and content. Higher levels of user satisfaction are achieved in the second year, along with recommendations to continue and broaden the workshop. 相似文献
4.
《The Reference Librarian》2013,54(75-76):33-43
Summary Failure to engage an historical perspective can lead to exaggeration of the novelty of the “problem patron” phenomenon in libraries. In fact, from the institutions' earliest years, there were significant levels of fear that British public libraries would be abused by their intended users. This paper examines the experience of the problem patron in British public libraries in the years 1850-1919, and the definitions and solutions suggested by supporters and staff of these libraries. Contemporary sources are used to suggest that some observations about this period may have continued relevance for present discussions of the “problem patron.” 相似文献
5.
《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
6.
Sajjad Ullah Jan Mumtaz Ali Anwar Nosheen Fatima Warraich 《Behavioral & Social Sciences Librarian》2013,32(2):52-63
ABSTRACTPrevious research has mostly focused on the demographic and academic correlates of library anxiety. This study focused on the “library anxiety” and “emotion perception” of students, with the objective of examining the relationship between these two concepts. In total, 279 self-reporting questionnaires were used for analysis. The results confirmed the existence of the phenomenon of library anxiety, with these students being more anxious regarding the “user education” and “user knowledge” factors. They showed greater skills of emotion perception. A negatively significant relationship appeared between library anxiety and emotion perception. The results suggest that user education and emotion perception training programs should be developed to overcome students' problems. 相似文献
7.
《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
8.
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
9.
James M. Donovan 《Legal Reference Services Quarterly》2013,32(2-3):95-116
ABSTRACT Predictions about the end of libraries point to a real crisis, but assign the wrong cause. Libraries will not be displaced by technology like Google, but can be undermined by librarians’ own reactions to patron demand for Google-like experiences. Librarians can respond with a “weak model” that prioritizes the satisfaction of patrons, or a “strong model” that recognizes higher values rooted in the status of librarianship as a profession. Although recent trends favor the dominance of the weak model, only by embracing the strong model can librarians survive the challenges that threaten libraries. 相似文献
10.
Abstract In seeking to provide a more cost-effective means to substitute for gaps in the collection the University of Hong Kong Libraries began to consider the feasibility of combining purchase with interlibrary loan borrowing in the fall of 2001. From 2002 the University of Hong Kong Libraries implemented a new initiative, called the “Overseas Book Loan Initiative,” to purchase interlibrary loan requests for locally unavailable monographs instead of borrowing them from overseas. This paper presents the University of Hong Kong model of “purchase on demand,” and attempts to study whether purchase instead of borrow is a better alternative for the University of Hong Kong Libraries' situation, given the local factors and circumstances. The four underlying factors: speed, subsequent use, content appropriateness, and cost of transaction are examined by analyzing actual data collected. Evidence from the study suggests that purchasing instead of borrowing is a better option if the library can continue to support the higher out-of-pocket costs to achieve the benefits of improving patron support, addingindemand materials to the collection, and optimizing the use of resources. 相似文献
11.
《The Reference Librarian》2013,54(57):69-75
Abstract This article describes several omnibus social work/human services web sites social “with problems” links. Strategies are also suggested-and examples provided-for identifying additional Internet resources by framing the search in the context of lifespan development and in terms of institutional stakeholders. 相似文献
12.
Kathia Ibacache 《资料收集管理》2020,45(2):179-192
AbstractThis research studies the fields contained in “Suggest a Purchase” forms from 100 university libraries, focusing on the data they can provide to subject specialists to make decisions about collection development. The research will consider whether the content of “Suggest a Purchase” forms may be used to aid subject specialists and collection development librarians to make decisions concerning the purchasing of books and other materials. Statistical evidence gathered through the “Suggest a Purchase” forms is analyzed to justify the relevancy of specific fields. The research examines whether patron-initiated purchases may offer data concerning collection gaps and trends in users’ needs. The paper concludes with recommendations for best practices in the design and content of patron suggestion forms. 相似文献
13.
《The Reference Librarian》2013,54(75-76):253-263
Summary One of the biggest challenges in libraries today is how to empower front-line employees to be able to deal with the unique problems and people that society unloads on us daily. Some of these problems, like staff morale, are with us all the time. Others, such as developing workable policies and procedures and dealing with problem patrons, are like housework, done for the moment but never complete. A third category consists of the rare event that threatens the lives or wellbeing of library employees and users-issues of personal safety in the workplace. This article will discuss, from the perspective of two veteran staff of the Auraria Library, the need for clear communication, up to date policies and procedures, and effective training. Although every problem cannot be solved or every situation diffused, it is best to empower employees to know what to do for all the “what ifs” that may arise. 相似文献
14.
《The Reference Librarian》2013,54(74):187-205
Summary The Eastern Connecticut State University library planned, with the new facility, a new configuration for user computers to be one-stop-shopping “Scholar's Workstations.” The impact on reference services was dramatic, resulting in modifications in staffing, policies/procedures, printing practices, user orientation and education, etc. Moreover, the reference librarians were troubled by their perceptions of how these workstations were utilized, challenging us to conduct a user survey to determine the validity of these perceptions. In this article, we will describe (1) how we conceived this new configuration and its impact, (2) modifications made, and (3) an analysis of the user survey. 相似文献
15.
《The Reference Librarian》2013,54(65):39-50
Summary Different approaches to reference service have been added over the years, but the basic premise of the service has not changed-the desire to assist and educate users in locating information. As new technologies are added, such as desktop conferencing and web access, it is important that the personalized contact which is the heart of reference service be preserved. The human touch in the reference process is very important to the success of the reference transaction. Media can be useful in assisting reference librarians in “Going Where the Questions Are” while still maintaining the personal element in creating real-time reference transactions in a technological environment. 相似文献
16.
《The Reference Librarian》2013,54(85):43-50
SUMMARY Archive repository web pages have become more sophisticated in the past several years, and information about repository holdings is often readily available online. However, so long as full archival records are not available electronically, archivists will have to contend with the increase in reference requests from remote users. The author surveyed one hundred university archives web pages to examine the current availability of archival records on the Web and to explore the possible effects of this presence on archivists' efforts to provide remote users with access to repository holdings through “ask an archivist” forms, electronic mail, and other modes of communication. 相似文献
17.
《Journal Of Access Services》2013,10(3):57-71
Abstract The impacts of technology upon traditional library resources are sometimes unexpected. The library at California's University of the Pacific discovered that usage of print materials was dwindling, even though the addition of a 50-station “Information Commons” had bolstered overall library use. At first it was anticipated that the circulation desk might, within several years, be downsized into a mere information kiosk. Nevertheless, a study of the two service points-the Information Commons and the Circulation Desk-concluded that patrons still seek library services with a personal touch and continue to demand print materials. A “user satisfaction” survey revealed no mandate from users for the abandonment of print materials. As in the past, the services of the circulation desk have adapted to fit its users. 相似文献
18.
19.
James M. Donovan 《Legal Reference Services Quarterly》2013,32(4):255-262
ABSTRACT In this brief response to Richard A. Danner's “Skating with Donovan: Thoughts on Librarianship as a Profession,” the author finds new reasons to doubt the merits of a “weak” model of librarianship that overemphasizes user demands at the expense of professional ethical commitments to collect, organize, and preserve. 相似文献
20.
《图书馆管理杂志》2013,53(3-4):345-353
Abstract The Reference in Context team at OCLC has been trying to get a better understanding of how people look for information in a library setting. We are using a “user-centered” design method called Contextual Design to focus our information gathering and data analysis. The study provides many ideas about ways to enhance reference access and will improve our ability to design future end user oriented retrieval systems. 相似文献