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1.
ABSTRACT

A well-crafted localized survey is an excellent opportunity to efficiently collect data about library user feelings and experiences on a large scale. 800 undergraduate students and employees of a mid-sized public university responded to an online survey about their feelings on library space, communication, services, and collections. Employing a variety of question types, the authors sought to include measures that would yield both pertinent and meaningful feedback. Results were analyzed and prioritized by significance and librarians culled the results for actionable findings and opportunities for further study or long-term benchmarking.  相似文献   

2.
ABSTRACT

Comic books and graphic novels are a common part of public library collections. This research used quantitative survey methodologies to investigate the library-based behaviors and attitudes of attendees of a large metropolitan comic book convention. The intent is to provide context for librarians interested in patron outreach through comic cons. Results found that comic con attendees are library patrons, and provided clues for other types of outreach to related populations.  相似文献   

3.
《The Reference Librarian》2013,54(75-76):205-216
Summary

Dealing with difficult patrons can be stressful. However, if we look at business literature and practice, we can learn much about how to deal with these difficulties. This paper focuses specifically on customer complaints. The business world regards complaints as valuable opportunities to improve customer service and satisfaction. Libraries should provide channels for their patrons to make complaints, follow up on those complaints, and train staff to deal with user dissatisfaction. Otherwise, our users may decide the library is not valuable to them, and we could lose valuable support.  相似文献   

4.
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   

5.
Abstract

The climate of change in music reference represents a challenge to librarians. The three issues in the library literature that probably have the greatest impact on music reference service and are the subject of this paper are changes in users, sources, and modes of access to sources. These three issues are certainly related, as users need to use sources, and they need to know how to access them in order to use them. Reference librarians are called upon to mediate this process. Music library collections have their own peculiarities, however. Because they contain a wider variety of materials than many other kinds of library collections, reference librarians for music collections must be aware of the format, content, and intended uses of these materials, as well as the research patterns of their patrons. In the recent past, as cultural norms have changed with the paradigm of Western culture, users have wanted to use music libraries in new ways, and librarians are challenged to accommodate them. The musical genres used and requested by today's library patrons are different than they once were, both for listening and for academic study. Musical reference sources are being issued in electronic formats, and this represents a challenge for some users. The expanded use of interlibrary loan and electronic access to materials represents new opportunities and challenges. Music librarians are being called upon to provide services to patrons they may never see.  相似文献   

6.
《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   

7.
《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   

8.
《The Reference Librarian》2013,54(67-68):257-271
Summary

The Americans with Disabilities Act of 1990 (ADA) motivated libraries all over the United States to evaluate their accommodations and services to patrons with disabilities. This article presents a case study of the Texas Tech University Libraries project to meet the needs of their patrons in relation to ADA. The study focuses on including adaptive technologies in the library environment to aid blind, hearing, visually and physically-impaired patrons and increasing library staff awareness of the needs of patrons with disabilities. Findings from the study will also benefit school, public, and special libraries that are evaluating their access for patrons with disabilities.  相似文献   

9.
Abstract

Many public libraries are offering Science, Technology, Engineering, and Mathematics (STEM) programing to their patrons. Using data from a national survey of public library professionals, the current study examined the growing STEM movement by measuring “STEM-readiness” and through the lens of Diffusion of Innovations Theory. Results indicate that most libraries are ready to implement STEM programing. Characteristics of STEM-ready libraries included serving more patrons, having more space, and engaging more often with STEM programing. Such findings suggest that public libraries that have access to resources are more likely to be STEM-ready; whereas, those with fewer resources may need additional support.  相似文献   

10.
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   

11.
《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   

12.
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   

13.
ABSTRACT

In 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   

14.
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   

15.
ABSTRACT

The digitization of library materials has had a tremendous impact on libraries. By using the Internet, readers can access digital library materials from any place in the world. The BMCC Library started several programs to provide more digital materials to its patrons in the forms of electronic books, periodicals, full-text materials, and webpage links to other databases. A test program began in spring 2002 for course reserves, and electronic archiving was about to start in fall 2001. This paper describes a survey conducted to measure the response to the implementation of ERes for digitizing course reserves.  相似文献   

16.
Abstract

Librarians often are responsible for instructing their patrons in the use of various databases and popular software packages. When this instruction can't be provided through face-to-face contact, Web-based tutorials can be useful tools to bridge the information gap. This article recommends Web-based tutorials for PubMed, Ovid MEDLINE, PowerPoint, and FrontPage.  相似文献   

17.
《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   

18.
This study explores academic libraries’ potential uses of the mobile application Yik Yak, with particular focus on patrons’ anonymous feedback about library services and spaces. Over a 232-day period, the authors observed the Yik Yak feed for their university and recorded all yaks related to the library. A content analysis of the 249 library-related yaks found six distinct purposes that these library-related yaks served, from the perspective of the patron, which are of interest to the library: asking questions about library services; reporting problems with library spaces; reprimanding violations of and encouraging adherence to library policies; sharing compliments about library services; demons-trating need for improved library services; and discussing and offering feedback about library programs. This study reveals several opportunities for academic libraries to engage with Yik Yak in order to serve their patrons better, including providing virtual reference services, monitoring problems within the building, developing proactive approaches to policy enforce-ment, gathering honest and continuous feedback about the library's strengths, and identifying opportunities to improve and expand services. Implications for practice are discussed.  相似文献   

19.
ABSTRACT

In 1998, a group of adult library patrons and individuals in Loudoun County, Virginia, brought a suit against library trustees, board members, and the director of the county’s public library, claiming that the library’s use of Internet blocking software was an infringement on their First Amendment rights, leading to the federal court case Mainstream Loudoun v. Board of Trustees of the Loudoun County Library (1998). Using an in-depth case study approach and going beyond a review of the court documents, the author uses a series of qualitative interviews with individuals connected to the court case to gather more in-depth information regarding events surrounding this case of censorship in public libraries and investigate the phenomenon of librarians acting as censors themselves.  相似文献   

20.
《The Reference Librarian》2013,54(79-80):157-161
Summary

One of real-time chat reference's strengths is the options it gives the librarian in terms of answering questions. Librarians can use text chat, send over a Web page (push pages), or let a patron watch them work over their computers. Options come with a price, though-transaction speed. While most librarians work from a speedy connection, patrons chatting with them are probably using slower dial-up connections. Chat software features are expanding quicker than most patrons can handle, so now it's time to focus on how to best serve the most patrons, instead of inadvertently catering to a select group of technologically savvy patrons with fast computers. Text chat is an excellent way to make sure the most patrons get the best results from real-time reference chats.  相似文献   

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