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Haglund, Lotta, and David Herron. "Reference Services in Australian Academic Libraries are Becoming More Multifaceted." Evidence Based Library and Information Practice 4, no. 3 (September 21, 2009): 56. http://dx.doi.org/10.18438/b81905.
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A Review of:
Burke, L. “Models of Reference Services in Australian Academic Libraries.” Journal of Librarianship and Information Science 40.4 (2008): 269-86.
Objective – To investigate the current organizational models for reference work in Australian academic libraries, and how these reference services are staffed.
Design – Mixed methods.
Setting – Academic universities in Australia.
Subjects – Forty Council of Australian University Librarians (CAUL) member libraries.
Methods – A literature study was undertaken to (1) find a definition of reference services and (2) explore the development of reference service models over time. Statistics from the CAUL member libraries were studied for trends in student population and number of academic and library staff. A web-based survey, with questions based on the findings in the literature study, was then distributed to the 40 Australian university libraries in 2006.
Respondents were asked when the library commenced different reference services in five areas: formats in which the library received and responded to reference queries, information literacy, subject specialization, liaison activities, and collection development. Respondents also answered questions about the organization of the reference department, including: whether they had a separate or integrated model; the size of the reference collections; if they had a librarian dedicated to supporting students studying in remote or distant mode; if the interlibrary loans department was part of the suite of reference services; and if they had a mission or statement of purpose for their reference services department.
Main Results – Based on the literature study, the working definition of reference services (1) for the project was “all activities which assist in providing relevant and appropriate information services to patrons” (270), including:
• All interactions with patrons to assist them in their searches for information in all media types.
• All training by librarians of patrons to be able to access information for themselves.
• Activities to help the library stay informed of relevant developments, such as establishing and maintaining relationships with patrons.
The literature study also revealed (2) a shift from the traditional reference service model, focused on the reference desk and the services delivered from that location, to new models involving “consolidation of reference service points, establishment of tiered reference, reference by appointment, reorganization of reference departments, and limiting services to primary users” (271).
The core aspects of reference services have changed little over time, including face-to-face reference work, print collection development, bibliographic instruction, and attending meetings. In some aspects, however, there has been a shift in emphasis, e.g., in bibliographic instruction from the teaching of tools to the teaching of information literacy. In addition, reference work has come to include “going out to users,” or academic liaison work, as well as research consultation as a general way to assist undergraduate student in getting started on assignments and projects.
The Web-based survey (n=40, response rate 87.5%) showed that 32.4% of libraries have an integrated inquiry point which incorporates information queries and other queries that are not necessarily related to traditional library reference services (272, Table 1). This survey result supports the findings of the literature study in showing a trend of library services moving away from the traditional reference desk.
A majority of the responding libraries still retained a separate reference department, but a significant number of libraries have developed departments incorporating reference services with other library services. Those that retained the separate department varied in how they described services to patrons, the most common name being Information Services, a more user-friendly and descriptive name.
In staffing the reference service, the respondents were asked to indicate the classification level of their staff using the Higher Education Worker (HEW) scale (an Australian salary scale, based on competencies, minimum 1 / maximum 10). Staff spans a variety of levels (4-10), the most common level being HEW6, a level where all libraries had staff. This indicates that a large part of reference staff in Australian academic libraries are highly qualified.
The shift in higher education, resulting in greater numbers of students and fewer staff (including librarians), has in many libraries resulted in a more flexible organization of reference services, and the utilization of staff from other sections of the library for manning the reference service point. There is also evidence of how the changing student population leads to changing demands for library facilities and services, e.g. a decrease in the traditional complex reference questions, as well as in over the counter loan transactions, and an increase in more general queries.
Conclusion – Reference services in Australian academic libraries are becoming more flexible and integrated (although the definition for integrated is still unclear), in part as the result of client demand, and in part due to decreased funding. The author sees an emerging role for reference librarians in helping patrons to navigate the increasingly complex information environment, and to assist in developing the skills to critically evaluate the information they access for authoritativeness and appropriateness.
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Burke, Liz. "Models of reference services in Australian academic libraries." Journal of Librarianship and Information Science 40, no. 4 (December 2008): 269–86. http://dx.doi.org/10.1177/0961000608096716.
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Badia, Giovanna. "Email Reference Transactions Reveal Unique Patterns about End-User Information Seeking Behaviour and Librarians’ Responses in Academic and Public Libraries Outside the U.S. and Canada." Evidence Based Library and Information Practice 7, no. 1 (March 9, 2012): 110. http://dx.doi.org/10.18438/b8tk6b.
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Abstract
Objective – To investigate and compare the nature of e-mail reference services in academic and public libraries outside the United States.
Design – Longitudinal comparative study.
Setting – A total of 23 academic and public libraries in ten countries: Australia, Belgium, France, Germany, Mexico, the Netherlands, Slovenia, South Africa, Sweden, and the United Kingdom.
Subjects – The authors collected reference questions that were e-mailed to the 23 libraries for the weeks of April 3, 2006 and April 7, 2008. Questions were sent from the libraries’ websites to QuestionPoint, a collaborative, online reference service that was used to answer the questions received.
Methods – The authors randomly selected 25 questions for each library for the weeks under investigation. If a library did not receive 25 email reference questions that week, then they collected transactions from subsequent weeks until the quota was met or until the end of the month. The authors examined transactions from a total of 919 questions – 515 questions in 2006 and 476 in 2008. All identifying information about the user was stripped from each transaction collected. Each transaction was labeled according to the following categories:
• Type of institution, i.e., whether the question was sent to an academic or public library
• Language of the question
• Question type, i.e., whether the question was about library policy or access to electronic resources (labeled “access” questions), about library holdings (labeled “bibliographic” questions), or about finding specific information on a topic (labeled “subject” questions)
• Answer type, i.e., whether the response consisted of: a confirmation, clarification, fact, instructions, referral to a pathfinder/bibliography, referral to another library/person/place, or no answer.
• User status, i.e., whether the person asking the question was an undergrad, a graduate student, or a staff/faculty member
• Subject classification of the questions using the Dewey Decimal Classification system
• Response time
Main Results – The e-mail transactions that were examined revealed a wide range of end-user and librarian behaviors. English, followed by Dutch, German, and French, were the languages most frequently used by library users. Countries also varied in terms of the types of questions received. For example, more than 75% of the email queries in Belgium (which only had academic libraries participate in this study) were “access” questions, while Mexico (which also consisted of all academic libraries) only received 6% “access” questions, France (all public libraries) had relatively few access questions, and Sweden (also all public libraries) had none. Public libraries received the most “subject” questions (75%) compared to academic libraries (28%). Public libraries answered “subject” questions with facts over a third of the time, while academic libraries responded with instructions close to half of the time.
Among the academic libraries, graduate students asked slightly more “access” questions than undergraduates (62% versus 56%), and undergraduates asked more “subject” questions than graduate students (26% versus 13%). The “subject” questions submitted to academic libraries were divided almost equally among topics in the humanities (36%), the sciences (32%), and the social sciences (32%). This differed from public libraries; the latter received mostly questions about humanities topics (65%).
The time taken to respond to users’ reference questions ranged from a few minutes to a few weeks between libraries. Some libraries set the response times on their websites. Those libraries that indicated longer response times on their sites met the users’ expectations more often, up to a maximum of 100 percent of the time.
Most of the characteristics of email reference services that are listed above remained consistent from 2006 to 2008. The two areas that changed over two years were the libraries’ response time and the types of questions asked by university students. “Access questions increased (by 14 percent among graduates and by 4 percent among undergraduates), and bibliographic and subject questions decreased in both groups” (p. 364). Response time improved overall from 2006 to 2008.
Conclusion – The authors’ analysis of the 919 transactions of e-mail reference questions revealed unique patterns about end-user information seeking behavior and librarians’ responses in academic and public libraries outside the United States and Canada. One of these patterns is that the public libraries participating in the study received the highest percentage of “subject” questions. The authors state that “the pattern of a much higher percentage of subject-related questions in public libraries contrasts with the general virtual reference trend in academic libraries, which shows a much higher percentage of access questions. Since many of the access questions concerned connection problems or logging on to databases, the relatively fewer number may indicate that the arts and humanities disciplines require less database searching and that the users need specific answers instead” (p. 367).
The data also revealed significant differences between the types of questions asked by undergraduates versus graduate students. Undergraduates asked two thirds of the subject questions submitted to academic libraries and graduate students asked just over a fourth. The authors assume that this finding indicates that graduate students do more of their own research than undergraduates.
The authors were concerned by the increase in the number of access questions posed by undergrads and graduate students from 2006 to 2008. They suggested that websites, databases, and other resources might have become more difficult to use over the years. They also noted that questions in technology almost doubled from 2006 to 2008.
One of the patterns that were revealed contradicted the authors’ assumption that libraries with slow response times in 2006 would improve in 2008 as they became more proficient in providing virtual reference services. The majority of libraries in the study improved their turnaround time from 2006 to 2008, but the two slowest libraries took even longer to respond to their users.
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Mack, Thura R. "Reference Services and Media in Academic Libraries." Reference Librarian 31, no. 65 (July 7, 1999): 29–38. http://dx.doi.org/10.1300/j120v31n65_04.
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Vogus, Brad. "Examining virtual reference services in academic libraries." Public Services Quarterly 16, no. 4 (October 1, 2020): 249–53. http://dx.doi.org/10.1080/15228959.2020.1818664.
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Bandyopadhyay, Aditi, and Mary Kate Boyd-Byrnes. "Is the need for mediated reference service in academic libraries fading away in the digital environment?" Reference Services Review 44, no. 4 (November 14, 2016): 596–626. http://dx.doi.org/10.1108/rsr-02-2016-0012.
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Purpose Academic libraries are experiencing numerous changes in their services due to high demands for digital resources and changes in users’ information needs and expectations. Many academic library users give preferences to Google, Google Scholar and other search engines on the internet when they search for information. As reference transactions are decreasing in many academic institutions, this paper aims to investigate the continuing need for mediated reference services in the technology-driven environment in academic libraries. Design/methodology/approach The authors have conducted a literature review to document and analyze the current trends in reference services in academic libraries. They have examined the relevant published literature through a series of reflective questions to determine whether the demise of mediated reference services is imminent in academic libraries. While this literature review is by no means an exhaustive one, the authors have provided a fairly comprehensive representation of articles to synthesize an overview of the history, evolution, and current trends of reference services in academic libraries. Findings This paper clearly demonstrates the importance of human-mediated reference services in academic libraries. It reinforces the need for skilled, knowledgeable professional librarians to provide effective and efficient reference services in a digital environment. Practical implications This paper provides a comprehensive overview of current trends in reference services in academic libraries and analyzes the merits and demerits of these trends to establish the need for mediated reference services in academic libraries. The arguments used in this paper will be useful for library and informational professionals as validation for the need to hire skilled, knowledgeable reference librarians to provide reference services in a digital environment. Originality/value This paper critically looks at the current trends and practices in reference services through the published literature to determine the future need for mediated reference services in academic libraries. It offers important insights to demonstrate why professional librarians’ skills, knowledge and expertise are essential to provide efficient reference services in the digital age.
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Huang, Samuel T. "Reference Services for Disabled Individuals in Academic Libraries." Reference Librarian 11, no. 25-26 (January 5, 1990): 527–39. http://dx.doi.org/10.1300/j120v11n25_26.
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Bain, Colin J., and Elizabeth Connor. "An Introduction To Reference Services In Academic Libraries." Australian Academic & Research Libraries 38, no. 4 (December 2007): 296. http://dx.doi.org/10.1080/00048623.2007.10721312.
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Cummings, Joel, Lara Cummings, and Linda Frederiksen. "User Preferences in Reference Services: Virtual Reference and Academic Libraries." portal: Libraries and the Academy 7, no. 1 (2007): 81–96. http://dx.doi.org/10.1353/pla.2007.0004.
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Si, Li, Wenming Xing, Xiaozhe Zhuang, Xiaoqin Hua, and Limei Zhou. "Investigation and analysis of research data services in university libraries." Electronic Library 33, no. 3 (June 1, 2015): 417–49. http://dx.doi.org/10.1108/el-07-2013-0130.
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Purpose – This paper aims to find the current situation of research data services by academic libraries and summarize some strategies for university libraries to reference. Recent years have seen an increasing number of university libraries extended their traditional roles and provided research data services. Design/methodology/approach – This paper selected 87 libraries of the top 100 universities listed in the World’s Best Universities released by the USA News in October 2012 as samples and conducted a Web site investigation to check if there were any research data services provided. In addition, it made an interview with the Wuhan University Library’s Research Data Service Workgroup to understand the procedure, difficulties and experiences of their research data service. Based on the survey and interview, it analyzed the current status and difficulties of research data services in university libraries and proposed some strategies for others to reference. Findings – Of the 87 university libraries investigated, 50 libraries have offered research data services. Most of the services can be divided into six aspects: research data introduction, data management guideline, data curation and storage service, data management training, data management reference and resource recommendation. Among these services, research data introduction is the most frequently provided (47.13 per cent), followed by data curation and storage services (43.68 per cent), data management guideline (42.53 per cent), data management reference (41.38 per cent), resource recommendation (41.38 per cent) and data management training (24.14 per cent). The difficulties met by research data service of Chinese academic libraries are also concluded. Originality/value – Through Web site investigation and interview with the Wuhan University Library’s Research Data Service, this paper presented an overall picture of research data services in university libraries and identified the difficulties and experiences of research data services of the Wuhan University Library. Based on some successful examples, it put forward some strategies for university libraries to reference. This study is very useful for academic libraries to promote their research data services.
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Chowdhury, Gobinda, and Simone Margariti. "Digital reference services: a snapshot of the current practices in Scottish libraries." Library Review 53, no. 1 (January 1, 2004): 50–60. http://dx.doi.org/10.1108/00242530410514793.
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Discusses the current practices followed by some major libraries in Scotland for providing digital reference services (DRS). Refers to the DRSs provided by three academic libraries, namely Glasgow University Library, the University of Strathclyde Library, and Glasgow Caledonian University Library, and two other premier libraries in Scotland, the Mitchell Library in Glasgow and the National Library of Scotland in Edinburgh. Concludes that digital reference services are effective forms of service delivery in Scotland’s academic, national and public libraries, but that their full potential has not yet been exploited. E‐mail is the major technology used in providing digital reference, although plans are under way to use more sophisticated Internet technologies. Notes that the majority of enquiries handled by the libraries are relatively low‐level rather than concerning specific knowledge domains, and training the users to extract information from the best digital resources still remains a challenge.
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Howlett, Alisa. "Blind User Experiences of US Academic Libraries can be Improved by More Proactive Reference Service Delivery." Evidence Based Library and Information Practice 14, no. 2 (June 13, 2019): 125–27. http://dx.doi.org/10.18438/eblip29565.
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Mulliken, A. (2017). There is nothing inherently mysterious about assistive technology: A qualitative study about blind user experiences in US academic libraries. Reference & User Services Quarterly, 57(2), 115-126. https://doi.org/10.5860/rusq.57.2.6528
Abstract
Objective – To explore blind users’ experiences with academic libraries.
Design – Qualitative questionnaire.
Setting – Academic libraries within the United States of America.
Subjects – 18 individuals who are legally blind, have experience relying on a screen reader to access the internet, and have used an academic library either online or in person within the previous two years.
Methods – An open-ended questionnaire was administered via telephone interview. Interviews were recorded, transcribed and analysed using an inductive approach to identify themes using Hill et al.’s (2005) approach.
Main Results – The author found seven themes in the interview data: experiences working with reference librarians in person, difficulty with library websites, screen reader use during reference transactions, preferences for independence, using chat, interactions with disability officers, and challenges of working with citation styles.
Conclusion – The study concluded that academic libraries and librarians should be more proactive when approaching reference services for blind users. The author offered suggestions for practice about how to improve blind user experiences of academic libraries.
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Alexander, Stephanie, and Diana K. Wakimoto. "Exploration of reference models in a public university system." Reference Services Review 47, no. 1 (February 11, 2019): 21–36. http://dx.doi.org/10.1108/rsr-08-2018-0062.
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Purpose This study aims to investigate the reference and public service models used at academic libraries in the California State University system. Design/methodology/approach This exploratory study used a qualitative mixed methods design with an online survey and follow-up interviews with public services librarians. Findings The majority of the libraries in this study continue to use a traditional reference model with a physical desk staffed by librarians. Some libraries have moved to tiered or on-call reference using students and staff to triage patron questions. The majority of libraries’ public service points also follow a traditional configuration with separate service points for reference and other library public services. Research limitations/implications As this research is limited to one public university system, the results may not be generalizable to all academic libraries. Replicating this research in other systems would increase the generalizability of the results and allow for the generation of potential best practices for reference models and public service point configurations. Practical implications Librarians who are considering changes to their reference models and service point layouts can use the results as a starting point for conversations about the benefits and challenges of various models as well provide support to create an environment where changes to the models can be successfully implemented. Originality/value This study is one of the few to investigate multiple academic libraries’ approaches to reference and public services in the research literature. As such, it addresses a gap in the literature that case studies alone cannot fill.
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Harris, Sasekea. "Distinctive services in academic librarianship." New Library World 117, no. 9/10 (October 10, 2016): 596–625. http://dx.doi.org/10.1108/nlw-05-2016-0036.
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Purpose Collection content is no longer the primary distinctive signifier of excellence in the present libraries. In an information market where technology has increased access to content, thereby providing resources at one’s fingertips, the provision of services is increasingly becoming a distinctive signifier of excellence and quality. In such an open/service-oriented marketplace, what are the services that are signifiers of excellence and consequently distinguish a library? This paper aims to review select literature within the USA to identify the services that are signifiers of excellence and that will consequently distinguish a library in the current era and investigate the extent to which said services identified in the review of the literature are provided by the University of the West Indies (UWI) Mona library, but focus specifically on only those that meet the additional criteria of placing the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering. These two additional criteria provide the added signature or uniqueness essential to being distinguished. Design/methodology/approach Through the use of a mixed methods research, this paper highlights library service offerings considered as distinctive signifiers of excellence within the American literature and also within the UWI Mona Library – that will distinguish a library. Findings This paper reveals services incorporating technology, the library as a place/space, teaching and research and personal attention to users as distinctive signifiers of excellence. In this regard, within the UWI Mona Library, services offered such as the Virtual Reference Service, Extended Opening Service, Halls of Residence Librarian Service, Information Commons Service, Information Literacy Service and the West Indies and Special Collection Research Service were found to incorporate the aforementioned service themes and placed the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering, consequently distinguishing the UWI Mona Library from other academic libraries in Jamaica. Originality/value This paper is of value, as it provides the library and information community with an outline of services that distinguish a library; it offers library managers in Jamaica and the rest of the world the opportunity to compare services in their libraries with that of other libraries as outlined within the literature review as well as within the UWI Mona library; it highlights how the UWI Mona library, an academic library in the Caribbean, compares on the international library scene, with particular reference to the USA; it informs current and potential library users of how the UWI Mona library is trending in service culture and a focus on distinctive services can promote a community of academic library service best practice.
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Hughes, Annie M. "Adherence to RUSA’s Guidelines for Virtual Reference Services is Below Expected in Academic Libraries." Evidence Based Library and Information Practice 5, no. 4 (December 17, 2010): 105. http://dx.doi.org/10.18438/b8jp6w.
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Objective – To evaluate the quality of academic libraries’ virtual reference services and measure compliance to the Reference & User Services Association’s (RUSA’s) Guidelines for Virtual Reference & User Services.
Design – Qualitative research study evaluating virtual reference chat sessions using RUSA’s Guidelines for Virtual Reference & User Services.
Setting – Virtual reference environments in public academic libraries in the United States.
Subjects – Twenty virtual reference providers from public academic libraries.
Methods – Initially researchers selected 1 academic library out of each of the 50 states to evaluate for quality virtual chat reference services, however because of factors including time and availability of virtual chat services to unaffiliated institutions; the sample included only 20 academic libraries.
After selecting the 20 academic libraries for evaluation, researchers posed as virtual chat reference patrons using emails and aliases that had no affiliation to any particular institution. Researchers then asked the librarian or library staff a two-part question making sure to leave out any library jargon or anything that would lead the virtual chat reference operator to recognize that they are also affiliated with a library or library school. Using the RUSA Guidelines for Virtual Reference & User Services, researchers then evaluated their virtual chat reference experience for the following: Approachability; Interest; Listening/Inquiring; Searching; Follow-Up; Suggests patron call or visit the library.
Main Results – When evaluated for jargon-free websites and overall usability in finding all types of reference services, 80% of the library’s websites were easy to use and jargon free, reflecting overall high usability. Evaluation of library staff’s ability to maintain “word contact” by writing prompts to convey interest in the patron’s question left some room for improvement. Sixty percent of researchers coding their virtual reference experience thought the level of contact was below expected. Information regarding question and answering procedures, question scope, types of answers provided and expected turnaround time for questions was only available in 30% of examined websites. Thirty-five percent of researchers felt that library staff members gathered enough information to answer the question without compromising privacy, however, 25% thought that staff members gathered a very small amount of information on the patron’s need, although privacy never felt compromised. When researchers evaluated the library staff member on their ability to explain how to utilize resources properly, 50% thought the instruction provided was below average. Although 15% believed they received “superior instruction.” Seventy-five percent of the researchers were not asked by a library staff member if the question received an
adequate answer, 50% of reference transactions library staff did not consult a librarian or expert, and in 55% of transactions the staff member did not suggest that the patron visit or call the library.
Conclusion – While the researchers received some valuable information about the need to improve virtual reference services in academic libraries, there were some flaws in their research. The question they developed was almost too clear and made it difficult for the individual answering the chat reference to adequately perform a reference interview or ask probing questions. It is possible that because researchers carefully planned out their question they set themselves up to create an interaction that would not normally occur in a virtual chat reference environment. Also, because researchers were unable to evaluate what was occurring in the environment surrounding the virtual chat reference providers it was impossible to make a judgment on the speed or length of the interaction. The researchers did come away from the study with results that point to a need to utilize the RUSA guidelines in order to conduct effective reference interviews, maintain appropriate contact with the user when engaging in chat reference, provide instruction and point patrons to quality resources as well as consult an expert on the topic if needed. They surmised that if libraries utilized these guidelines, virtual chat reference services would be improved.
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Liu, Guoying. "Chinese Academic Library Services: A Web Survey." International Journal of Librarianship 1, no. 1 (December 12, 2016): 38. http://dx.doi.org/10.23974/ijol.2016.vol1.1.14.
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Chinese students form a significant population on Canadian university campuses. Literature indicates that these students face various challenges when using library services to meet their information needs. Canadian academic libraries need to better understand this group’s previous library experiences in China to help them address these challenges. A survey was conducted on the main library websites of all thirty- nine Chinese universities of the Project 985, a project initiated by Chinese government to found world class universities in China. It reveals that certain services reported as challenges for Chinese students by previous studies, such as: interlibrary loan, document delivery, reference services, and library instructions are popular in Chinese academic libraries; however, subject services, data services, and some other services are not as well established compared to their counterparts in Canada.
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Crawford, Gregory A. "A Conjoint Analysis of Reference Services in Academic Libraries (Research Note)." College & Research Libraries 55, no. 3 (May 1, 1994): 257–67. http://dx.doi.org/10.5860/crl_55_03_257.
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Abdoulaye, Kaba, and Shaheen Majid. "Use of the Internet for reference services in Malaysian academic libraries." Online Information Review 24, no. 5 (October 2000): 381–89. http://dx.doi.org/10.1108/14684520010357338.
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Kadir Wan Dollah, Wan Ab, and Diljit Singh. "Determining the Effectiveness of Digital Reference Services in Malaysian Academic Libraries." Reference Librarian 51, no. 4 (October 4, 2010): 329–54. http://dx.doi.org/10.1080/02763877.2010.501427.
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Mitchell, Nicole. "The Changing Role of Reference Services in Academic Health Sciences Libraries." Public Services Quarterly 3, no. 3-4 (March 30, 2008): 235–37. http://dx.doi.org/10.1080/15228950802110866.
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Meert, Deborah L., and Lisa M. Given. "Measuring Quality in Chat Reference Consortia: A Comparative Analysis of Responses to Users’ Queries." College & Research Libraries 70, no. 1 (January 1, 2009): 71–84. http://dx.doi.org/10.5860/0700071.
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Academic libraries have experienced growing demand for 24/7 access to resources and services. Despite the challenges and costs of chat reference service and consortia, many libraries are finding the demand for these services worth the cost. One key challenge is providing and measuring quality of service, particularly in a consortia setting. This study explores the quality of service provided in one academic library participating in a 24/7 chat reference consortium, by assessing transcripts of chat sessions using in-house reference quality standards. Findings point to both similarities and differences between chat interactions of local librarians versus consortia staff.
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Ahenkorah-Marfo, Michael, and Harry Akussah. "Changing the face of reference and user services." Reference Services Review 44, no. 3 (August 8, 2016): 219–36. http://dx.doi.org/10.1108/rsr-01-2016-0001.
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Purpose Social media allows collaboration, participation and sharing in libraries with users. The purpose of this study is to examine the response of academic librarians in Ghana to the use of social media in reference and user services. Design/methodology/approach It is a quantitative study that used the Likert type of questionnaire in soliciting the views of academic librarians from six public and private universities in Ghana on their knowledge and use of social media in providing reference and user services. Findings The findings of the study indicate that majority of academic librarians are knowledgeable and use social media for both personal and work-related purposes. They, however, lack adequate skills to use the array of social media tools to make remarkable difference in service delivery. For this reason, they find the traditional mode of service delivery a comfort zone. Practical implications Higher education policy makers in Ghana and elsewhere would find the results useful in decisions on the types of social media tools to use in universities and colleges. Originality/value The study provides in-depth analysis of the impact of social media on reference and user services in Ghanaian libraries, which is deficient in literature. It also recommends change in policy direction and training to whip up interest in librarians to use social media.
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Zucca, Joe. "Business Intelligence Infrastructure for Academic Libraries." Evidence Based Library and Information Practice 8, no. 2 (June 11, 2013): 172. http://dx.doi.org/10.18438/b83g75.
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Objective – To describe the rationale for and development of MetriDoc, an information technology infrastructure that facilitates the collection, transport, and use of library activity data.
Methods – With the help of the Institute for Museum and Library Services, the University of Pennsylvania Libraries have been working on creating a decision support system for library activity data. MetriDoc is a means of “lighting up” an array of data sources to build a comprehensive repository of quantitative information about services and user behavior. A data source can be a database, text file, Extensible Markup Language (XML), or any binary object that contains data and has business value. MetriDoc provides simple tools to extract useful information from various data sources; transform, resolve, and consolidate that data; and finally store them in a repository.
Results – The Penn Libraries completed five reference projects to prove basic concepts of the MetriDoc framework and make available a set of applications that other institutions could test in a deployment of the MetriDoc core. These reference projects are written as configurable plugins to the core framework and can be used to parse and store EZ-Proxy log data, COUNTER data, interlibrary loan transactional data from ILLIAD, fund expenditure data from the Voyager integrated library system, and transactional data from the Relais platform, which supports the BorrowDirect and EZBorrow resource sharing consortiums. The MetriDoc framework is currently undergoing test implementations at the University of Chicago and North Carolina State University, and the Kuali-OLE project is actively considering it as the basis of an analytics module.
Conclusion – If libraries decide that a business intelligence infrastructure is strategically important, deep collaboration will be essential to progress, given the costs and complexity of the challenge.
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Uutoni, Wilhelm. "Providing digital reference services: a Namibian case study." Information and Learning Science 119, no. 5/6 (May 14, 2018): 342–56. http://dx.doi.org/10.1108/ils-11-2017-0122.
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Purpose The purpose of this study was to evaluate digital reference services at the Namibia University of Science and Technology (NUST) and the University of Namibia (UNAM) library. Two aspects were evaluated, namely, “resources” and “elements of the general digital reference model”. Design/methodology/approach This study adopted a descriptive case study approach and used qualitative research methods, which comprised interviews and an observation checklist. The population consisted of librarians working at NUST and UNAM Library. Findings The research findings showed that these libraries used the general digital reference model in providing responses to the library users. The study established that the two libraries did not follow the International Federation of Library Associations and Reference and User Services Association standards of staffing and training of librarians working with digital reference services. The study further found that a lack of ability to fully demonstrate to users how to access various library services was one of the major problems that the librarians experienced. Research limitations/implications The study was limited to two academic libraries: UNAM and NUST. Originality/value The study could contribute to a better understanding of digital reference services provided by NUST and the UNAM libraries and contribute to the body of knowledge on the subject of digital reference services, especially in an African context, where few studies have been conducted on this subject. The two libraries could use the findings to improve digital reference services, plan for intervention and develop the services.
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Rahmi, Lailatur, and Rika Jufriazia Manita. "PEMANFAATAN LAYANAN REFERENSI DI UPT PERPUSTAKAAN IAIN BATUSANGKAR." Alfuad: Jurnal Sosial Keagamaan 4, no. 2 (December 15, 2020): 62. http://dx.doi.org/10.31958/jsk.v4i2.2445.
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University libraries exist to support the teaching , learning and research needs of their institution. This is done by providing the latest information sources for the academic community as university library users. This mission can be achieved well through effective and periodic marketing of information and library services, one of which is through reference services. This article discusses the use of reference and information services in supporting distance learning as one of the impacts of the spread of the Covid 19 outbreak (current situation and the way forward). The research method is quantitative descriptive research, with 78 respondents and using literature related to the transformation of reference services in the digital era. Data collection is processed based on the results of observations, interviews of the IAIN Batusangkar library reference service and other college libraries in providing online reference services. The analysis explains the presence of a reference service for students, especially Library Science students at IAIN Batusangkar. Analyzing how the media can help reference librarians in providing optimal services to the academic community remotely. Describe the strategies that reference librarians can use in creating real time reference transactions in a technology environment while maintaining the main function of reference services. Introducing the idea of a ‘new face’ model of reference and information services for the IAIN Batusangkar library in the period of distance learning, especially the rapid change in learning systems as a result of the corona virus outbreak ( covid 19). Libraries need to improve the reference service system they provide, so that the academic community can meet their information needs through library services remotely, anytime and anywhere. At the end of this paper, it is intended that librarians, especially reference librarians. Continue to serve readers with different needs, librarians must walk across the library, access computer screens from all campus intranet systems, answer emails and explore other interactive tools to reach customers in an effective, practical and effective way. Efficient in order to always satisfy users and keep closer to them, as the main purpose of the presence of reference services.
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Massis, Bruce. "Academic libraries break down silos." Information and Learning Science 119, no. 1/2 (January 8, 2018): 135–38. http://dx.doi.org/10.1108/ils-11-2017-0111.
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Purpose The purpose of this paper is to illustrate examples of the manner by which the academic library breaks down the silos on a college campus. Design/methodology/approach Literature review and commentary on this topic have been addressed by professionals, researchers and practitioners. Findings On a college campus, the value and impact of the academic library is today more than that of the standard model of libraries in which reference librarians offer available appropriate academic resources; but, the academic library is a place where the teaching and learning model of the standard model meets that of the support model to provide its users the best service by incorporating both aspects of the service. Originality/value The significance in exploring this topic is to provide evidence by which the academic library can and does offer a multitude of services that it can serve as the literal and physical center of a college campus.
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Y. Antunez, Marilia, Sarah E. Toevs, and Melissa A. Gains. "Rejuvenating aging studies in academic libraries." Collection Building 33, no. 1 (December 20, 2013): 2–10. http://dx.doi.org/10.1108/cb-09-2013-0034.
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Purpose – The aim of this paper is to identify resources essential gerontology (aging studies) resources and liaison strategies that provide guidance for academic librarians working with faculty and students in this highly interdisciplinary field. Design/methodology/approach – A convenience sample of gerontology faculty was surveyed to identify important materials, including preferred journals, databases, reference books, and sources of grey literature for gerontology research and teaching. Gerontology faculty information seeking behaviors, including faculty-librarian partnership, were also examined. Findings – Results confirm that faculty teaching in gerontology use a wide variety of resources in their teaching and research. Faculty identified frequently used journals, reference materials, databases as well as sources of grey literature produced by non-profits, special interest group/lobbying organizations, educational organizations, and/or government agencies. Research limitations/implications – Surveying faculty from undergraduate gerontology programs would have likely increased the number of participants completing the online questionnaire, presumably increasing the reliability of the results. Originality/value – Few studies identify the resources that faculty in gerontology graduate programs value and what services the library can provide or improve. This paper addresses these gaps and recognizes the need to support the growing number of interdisciplinary programs in gerontology.
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Robbins, Kathryn, and Kathleen Daniels. "Benchmarking Reference Desk Service in Academic Health Science Libraries: A Preliminary Survey." College & Research Libraries 62, no. 4 (July 1, 2001): 348–53. http://dx.doi.org/10.5860/crl.62.4.348.
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This preliminary study was designed to benchmark patron perceptions of reference desk services at academic health science libraries, using a standard questionnaire. Patron responses were compared to determine the library that provided the highest-quality service overall and along five service dimensions. All libraries were rated very favorably by those surveyed, but none rated significantly higher than the others except in facility appearance. Because the study revealed no other service quality differences, the results could not be used to improve services at any single library. However, the preliminary results could be useful in planning future benchmarking strategies.
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Kennan, Mary Anne, Sheila Corrall, and Waseem Afzal. "“Making space” in practice and education: research support services in academic libraries." Library Management 35, no. 8/9 (November 10, 2014): 666–83. http://dx.doi.org/10.1108/lm-03-2014-0037.
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Purpose – How academic libraries support the research of their parent institutions has changed as a result of forces such as changing scholarly communication practices, technological developments, reduced purchasing power and changes in academic culture. The purpose of this paper is to examine the professional and educational implications of current and emerging research support environments for academic libraries, particularly with regard to research data management and bibliometrics and discuss how do professionals and educators “make space” as new service demands arise? Design/methodology/approach – The present paper uses data from a recent survey of research support provision by academic libraries in Australia, New Zealand, the UK and Ireland, (authors 2013), and provides additional in depth analysis of the textual responses to extend the analysis in the light of forces for change in higher education. The original online questionnaire surveyed current and planned research support in academic libraries, and constraints or support needs related to service developments. It was distributed to 219 institutions in Australia, New Zealand, the UK, and Ireland, and obtained 140 valid responses (response rate of 63.9 percent). Results were analyzed using descriptive statistics with thematic categorization and coding for the textual responses. Findings – Most academic libraries surveyed are already providing or planning services in the focal areas of bibliometrics and data management. There was also increasing demand for other research support services, not the focus of the study, such as eresearch support, journal publishing platforms, and grant writing support. The authors found that while many academic libraries perceive increasing research support services as a “huge opportunity” they were constrained by gaps in staff skills, knowledge, and confidence and resourcing issues. With regard to staff education and training, it was reported they require a broader understanding of the changing research and scholarly landscape, the research cultures of different disciplines, and technological change. There was a near-universal support for development of more comprehensive, specialized, LIS education to prepare professionals for broader research support roles. Originality/value – This further analysis of the implications of our survey in relation to influences such as economics, academic culture, technology, raises questions for both educators and practitioners about the future direction of the profession and how the authors collectively “make space” as new potential services arise.
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Graveline, Laura. "Book Review: Providing Reference Services: A Practical Guide for Librarians." Reference & User Services Quarterly 57, no. 3 (March 16, 2018): 220. http://dx.doi.org/10.5860/rusq.57.3.6615.
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Providing Reference Services is number 32 in the Practical Guides for Libraries series. Beginning with a brief history of library reference service and a discussion of library stereotypes, the authors quickly move on to identifying criteria for building and maintaining a reference collection, as well as key points to consider when providing reference service, with particular emphasis on the reference interview. The authors note the need to incorporate emotional intelligence into reference work. Emotional intelligence is a topic that has recently garnered increasing interest in the business world, and it is good to see it addressed here in the context of libraries and reference services. This guide does not give detailed plans for implementing reference services but instead highlights key points and concerns to consider when developing reference services. The authors’ approach is broadly based, and the key points can be adapted by small public libraries as well large academic institutions. Each chapter ends with a helpful bibliography of sources and additional reading, and the authors also refer to another guide in the series for readers seeking more detailed help; this kind of continuity within the Practical Guides for Libraries series is useful and appreciated.
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Serrano Vicente, Rocío. "Academic Libraries and Learning Support in the Electronic Environment." Estudios sobre Educación 7 (May 17, 2018): 33–44. http://dx.doi.org/10.15581/004.7.25602.
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Learning and teaching techniques are changing in the new electronic environment. Students are asked to gather information from different sources, most of them in electronic formats. Libraries have to adapt their buildings and services to meet their users needs continuously. Amongst the means librarians have included to support learning are electronic based information and learning resources, a better provision of IT technologies, working environments for different types of learning, digital reference services, information literacy skills and the possibility of accessing all these facilities, resources and services at any time. The conclusion indicates that librarians should continuously improve electronic information and learning resources, as well as discovering new ways to approach students.
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Sullivan, Doreen. "Characteristics of E-Mail Reference Services in Selected Public Libraries, Victoria, Australia." Reference Librarian 41, no. 85 (June 30, 2004): 51–80. http://dx.doi.org/10.1300/j120v41n85_05.
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Duffus, Orolando. "Assessing UNC-Greensboro’s Reference Interns Program: Enhancing the employability of LIS students." College & Research Libraries News 78, no. 5 (May 11, 2017): 259. http://dx.doi.org/10.5860/crln.78.5.259.
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For decades libraries have been highly dependent on student interns to provide reference and other library services. In recent years, the roles and responsibilities of reference librarians have undergone significant changes. With the emergence of technology and development of virtual communication channels, reference service is no longer limited to a single physical space. In many academic libraries, the reference desk is either staffed by highly trained paraprofessionals or by student workers. In other instances, the reference desk has been dissolved or merged with other service points such as circulation or access services. Some libraries have moved to a system where patrons are referred to subject librarians or liaisons when specialized expertise and in-depth research techniques are required.
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Li, Ping. "Effect of Distance Education on Reference and Instructional Services in Academic Libraries." Internet Reference Services Quarterly 18, no. 1 (January 2013): 77–96. http://dx.doi.org/10.1080/10875301.2013.804018.
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Nur Qomariyah, Astutik, and Rusdiyah Ciptaning Dwi Kusuma. "Analysis of E-mail Transactions in Virtual Reference Services." Record and Library Journal 1, no. 2 (January 2, 2018): 105. http://dx.doi.org/10.20473/rlj.v1-i2.2015.105-119.
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Today, the use of traditional reference desk in the academic libraries has been rarely used, thus expanding or even move to a virtual reference service. A minimum level of virtual reference services are provided in the academic library is currently in general is the electronic mail (e-mail). One of the academic library specifically provide virtual reference services via e-mail is a Petra Christian University (PCU) Library (refdesk@petra.ac.id.). In such services librarians provide assistance to users in finding information and answer questions. This study aimed to analyze the transaction reference services virtually through e-mail at the PCU Library, with a view of the types of questions based on user background, the writing style of language communication interaction used based on user background, and cultural values are revealed behind the user in virtual reference services (e-mail). This study uses content analysis (content analysis) of the transcript e-mail received librarians of reference services began March 10 until June 16, 2015. The results showed that the types of questions asked in reference service virtual (e-mail) in the Library UK Petra include: specific search, access online resources, operation of online resources, policies and procedures for services, and library holdings with background the student (PCU and non-PCU), faculty, and librarians. Based on the background of users found that overall more types of questions asked in virtual reference services (e-mail) is a problem of access to online resources, and generally submitted by the students. Then, the writing style of the user's language in interaction reference service virtual (e-mail) tends to be formal, which includes the word greeting, the message will be delivered, and regards cover, either by the student (PCU and non-PCU), lecturer, or librarians. While cultural values that revealed the background behind the user in virtual reference services (e-mail) is obedience, courtesy and politeness users. Keywords: virtual reference services, e-mail reference service, e-mail transactions, content analysis, academic libraries
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Ocholla, Dennis N., and Lyudmila Ocholla. "Readiness of academic libraries in South Africa to research, teaching and learning support in the Fourth Industrial Revolution." Library Management 41, no. 6/7 (July 3, 2020): 355–68. http://dx.doi.org/10.1108/lm-04-2020-0067.
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PurposeIn this paper, we refer to the World Economic Forum in Davos, Switzerland, in 2016, where the concept of the Fourth Industrial Revolution (4IR) was coined by Klaus Schwab, with the reference that it would be building on “the Third, the digital revolution” and would be “characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres”. While acknowledging that the 4IR will impact on everything, everywhere, including research and libraries, we conceptualize 4IR, and we compare current academic library services/trends in South Africa with 4IR requirements, through the analysis of 26 public university library websites.Design/methodology/approachBesides conceptualization of 4IR, a content analysis of websites of 26 public universities’ libraries in South Africa was achieved followed up with verification of the data by respective libraries through a preliminary research report circulated to them by email. 23 areas were identified as the trends in academic libraries, which included free Wi-Fi in the libraries; 24/7 study areas and access to library resources on and off campus; research commons; makerspace; borrowing ICTs (e.g. laptops); e-resources; e-catalogues; research data services (RDS; RDM, IR); open scholarship; information literacy and reference/bibliographic tools, library as a publisher, among others. Data obtained were captured in Excel and analyzed by the research questions.FindingsThe 4IR concept does not occur often in literature, in relation to academic libraries, but it is implied. The findings show that the libraries are responding well to the revolution through their services, with remarkable innovation and creativity on display. There was a 64% presence of the analyzed trends/services in the libraries, with emerging trends/services such as library as a publisher (4%), robotics/AI (4%), makerspace (8%), RDS (27%), borrowing of ICTs/devices (19%) and user experience (19%) scoring low, while information literacy and digital scholarship (e.g. IR) (88%), e-catalogue and e-resources (92%), group study area (85%) and off campus access (77%) scoring above 75%. The scatter of the trends/services among the university libraries is noted for knowledge sharing of best practice.Research limitations/implicationsIn order to improve accordance with trends, academic libraries have to be better resourced, accessed and used, as well as improve web visibility. The study expects library services to be responsive, resourced and accessible anytime and anywhere, and it provides a conceptual framework and a benchmark for further research and exploration in the country, region and perhaps elsewhere.Practical implicationsThe study can be used for benchmarking current and future academic library services in Africa. The conceptual framework provides an agenda for theoretical discussions and deliberations.Social implicationsThe trends, framework and 4IR representations in the study can inform theory and practice in LIS, particularly in Africa.Originality/valueLinking 4IR to current and future library services provides a tool for academic libraries services benchmarking and development and provides a conceptual framework for theoretical and practical debates and implementation. The study is quite current and appropriate for the ongoing discussions of 4IR implications to academic libraries.
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Cox, Andrew M., Mary Anne Kennan, Liz Lyon, Stephen Pinfield, and Laura Sbaffi. "Maturing research data services and the transformation of academic libraries." Journal of Documentation 75, no. 6 (September 26, 2019): 1432–62. http://dx.doi.org/10.1108/jd-12-2018-0211.
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Purpose A major development in academic libraries in the last decade has been recognition of the need to support research data management (RDM). The purpose of this paper is to capture how library research data services (RDS) have developed and to assess the impact of this on the nature of academic libraries. Design/methodology/approach Questionnaire responses from libraries in Australia, Canada, Germany, Ireland, the Netherlands, New Zealand, the UK and USA from 2018 are compared to a previous data set from 2014. Findings The evidence supports a picture of the spread of RDS, especially advisory ones. However, future ambitions do not seem to have seen much evolution. There is limited evidence of organisational change and skills shortages remain. Most service development can be explained as the extension of traditional library services to research data. Yet there remains the potential for transformational impacts, when combined with the demands implied by other new services such as around text and data mining, bibliometrics and artificial intelligence. A revised maturity model is presented that summarises typical stages of development of services, structures and skills. Research limitations/implications The research models show how RDS are developing. It also reflects on the extent to which RDM represents a transformation of the role of academic libraries. Practical implications Practitioners working in the RDM arena can benchmark their current practices and future plans against wider patterns. Originality/value The study offers a clear picture of the evolution of research data services internationally and proposes a maturity model to capture typical stages of development. It contributes to the wider discussion of how the nature of academic libraries are changing.
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Ilori Maria, E., S. Shutti Bolaji, Amusa Oyintola Isiaka, A. Abdullahi Mostura, and V. Oluwafemi Segun. "Evaluation of Public Services by its Users of an Academic Library, Lagos State University (LASU), Ojo, Nigeria." Indian Journal of Information Sources and Services 11, no. 1 (May 19, 2021): 41–46. http://dx.doi.org/10.51983/ijiss-2021.11.1.2653.
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Academic libraries focus on meeting their users’ expectations through the provision of resources and services necessary for their intensification and improvement. Academic libraries engage in evaluation of their services by users for service improvements. Evaluation in academic libraries refers to a set of methods, skills and tools employed to unearth how users perceive their products and services before, during and after users’ interactions with them. This study investigates users’ evaluation of public services of the library in Lagos State University (LASU), Ojo. The researchers adopted a survey research method and used a structured questionnaire for data collection. The study population consisted of registered library users who are students from various faculties in the institution. 450 copies of the questionnaires were distributed among the users in their respective faculties.356 copies of the questionnaire were completed and returned. Simple percentage and frequency counts were used for data analysis. The findings of the study revealed types of public services rendered by the library as reference services, 96%, circulation services 100% and, digital reference services, 75.6%. On the level of user's satisfaction with the services rendered by the library, respondents indicated that they are satisfied with the circulation services and, lending services among others. The researchers recommend that the library should conduct regular users’ evaluation to determine users’ satisfaction with the library services. The management of the library should organise regular training for members of staff of the library on how to relate with users and accommodate their information needs.
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Wakimoto, Diana K. "Academic Library Websites Show Heavy Use of Web 2.0 Applications." Evidence Based Library and Information Practice 9, no. 4 (December 5, 2014): 67. http://dx.doi.org/10.18438/b8x61k.
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A Review of:
Boateng, F., & Liu, Y. Q. (2014). Web 2.0 applications’ usage and trends in top US academic libraries. Library Hi Tech, 32(1), 120-138. doi:10.1108/LHT-07-2013-0093
Abstract
Objective – To explore Web 2.0 application use in academic libraries through determining: Web 2.0 applications used, the purpose of using these applications, and how the use of Web 2.0 is changing.
Design – Exploratory survey of academic library websites using content analysis of websites, blogs, and social networking service platforms.
Setting – Websites of academic libraries in the United States, blog platforms, and social networking services.
Subjects – 100 academic libraries.
Methods – The researchers based their selection of academic library websites on the US News & World Report’s 2013 list of the top 100 best colleges in the United States. The authors created a checklist to determine which Web 2.0 technologies were used by the academic libraries on their websites and for what purposes. The researchers searched for Web 2.0 applications on the main page and one subpage down from the main page. The researchers also used keyword searches on the library’s website to find Web 2.0 applications and searched blog platforms and social networking sites.
Main Results – The authors found that Facebook and Twitter were the most popular Web 2.0 applications and that all of the libraries analyzed used social networking services. Blogs were the second most popular Web 2.0 tool at 99% participation rate, followed closely by RSS (97%) and instant messaging (91%). Libraries used these Web 2.0 tools for information sharing including: outreach, promotion, providing online reference services, subject guides, tutorials, highlighting resources, and posting announcements.
Conclusion – The academic libraries analyzed in this study use Web 2.0 applications to a much greater extent than previous research had shown. The researchers expect to see increased use of Web 2.0 applications by academic libraries in the coming years. They suggest that future research focus on Web 2.0 use by historically black colleges in the United States and on collaboration between academic libraries and other academic units when offering Web 2.0 services.
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Mahraj, Katy. "Reference Services Review: content analysis, 2006‐2011." Reference Services Review 40, no. 2 (May 11, 2012): 182–98. http://dx.doi.org/10.1108/00907321211228237.
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PurposeThe purpose of this paper is to present a retrospective analysis of the content published in Reference Services Review from 2006 through 2011.Design/methodology/approachThe author manually reviewed the content of all journal issues from 2006 through 2011 using the Emerald web site. The information reviewed was number of articles per issue; author affiliations; article format; and article titles, abstracts, and keywords. The type, size, and location of author institutions were confirmed using institutions' official web sites as necessary.FindingsThe paper finds that Reference Services Review has published an average of 40 articles per year. The majority of articles focus on topics in information literacy and reference services, with consistent coverage of emerging technologies, working with diverse populations, library space, and management. The majority of contributors are affiliated with large academic institutions in the USA, with some representation from liberal arts colleges, public libraries, community colleges, and international authors.Originality/valueThis analysis consolidates data on the volume, focus, and authorship of Reference Services Review as the journal reaches its 41st year of publication. The data provide a snapshot of trends in the field's professional and scholarly literature with implications for trends in academic librarianship.
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Khan, Rubia, Arif Khan, Sidra Malik, and Haroon Idrees. "Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan." Publications 5, no. 2 (March 29, 2017): 6. http://dx.doi.org/10.3390/publications5020006.
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Udofot, Columbus, and Manasseh Tyungu Sambe. "Library public relations practice management: Challenges for academic library public relations practitioners in Nigeria." Library and Information Perspectives and Research 3, no. 2 (2021): 64–73. http://dx.doi.org/10.47524/lipr.v3i2.65.
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The interdependency among academic library publics that has become a necessity has ushered in accelerated demand for quality library resources and services. It therefore behooves on academic libraries that want to remain relevant to encourage effective and efficient library public relations practice management. This paper therefore explores library public relations practice management with particular reference to challenges for academic library public relations practitioners in Nigeria. To achieve this, the paper identified, reviewed and analyzed major concepts and looked at the purpose of library public relations practice management in academic libraries. It also discusses the need for library public relations practice management in academic libraries and skills requirements for library public relations practitioners in the management of library public relations practice in academic libraries. The paper also discusses challenges of library public relations practice management such as inadequate financial allocation and the absence of media acceptance. It recommends, among others, that funds be made available for academic libraries for effective and efficient library public relations practice management.
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Ramos, Marian S., and Christine M. Abrigo. "Reference 2.0 in action: an evaluation of the digital reference services in selected Philippine academic libraries." Library Hi Tech News 29, no. 1 (March 2, 2012): 8–20. http://dx.doi.org/10.1108/07419051211223426.
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Wilson, Daniel Earl. "Web content and design trends of Alabama academic libraries." Electronic Library 33, no. 1 (February 2, 2015): 88–102. http://dx.doi.org/10.1108/el-05-2013-0100.
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Purpose – This paper aims to evaluate the website content of Alabama academic libraries to examine their services, content and compliance with design and accessibility standards. Design/methodology/approach – A content analysis was conducted on 24 academic library websites discovered through Jeanne Burke’s Higher Education Directory and the Alabama Colleges directory website. All data were collected within a month. Findings – Study data revealed that while academic libraries are offering more online services, many continue to lack certain services or fail to implement basic web design and accessibility standards. Research limitations/implications – Inclusion into the study was limited to the independent library websites of Alabama institutions offering four-year degree courses and content data discoverable within three clicks of the home page. Future studies might identify why certain libraries lack reference chat services, social media accounts and/or certain accessibility accommodations. Additional research might evaluate multilingual websites and their methods for providing language options. Practical implications – The results of this study should assist in the evaluation of library websites and increase awareness of design and accessibility standards, enabling designers and policy makers to improve upon future website designs. Originality/value – This study presents a depth of evaluation and currency unseen in most web content analyses. The extent of this study should provide librarians, web designers, and library policy makers with a suitable comparison for website projects and evaluations.
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Edom, Eunice Uchechi, and Christiana C. Ihim. "Impacts and Challenges of ICT on Service Delivery in Academic Libraries." Advances in Multidisciplinary and scientific Research Journal Publication 10, no. 1 (January 30, 2021): 13–20. http://dx.doi.org/10.22624/aims/maths/v10n2p2.
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This research focuses on the impact and challenges of ICT on the services delivery in academic libraries. Respondents were randomly selected among the librarians and library officers. The research adopted a survey research design to investigate a population of 119 staff drawn from the academic libraries. A structured questionnaire was used to collect data. Data gathered were presented in tables and analyzed using mean value and percentages. The results show that majority of the service delivery in the library such as Selective Dissemination of Information and Current Awareness Services, reference services delivery, User Education, circulation, Acquisition, research and development are carried out using ICT. The study also show that ICT has made service delivery in library faster and quicker, provides up to date information, provides remote access of information to users. The study also reveals poor attitude of staff to ICT, lack of ICT skill/competence, erratic power supply and lack of equipment maintenance as some of the factors militating against the use of ICT in academic libraries service delivery. The research concludes that the application of ICT in the service delivery of academic libraries is necessary because it makes service delivery easy and worthwhile and therefore should be encouraged. The study therefore recommends the installation of ICT facilities in the library and adequate ICT training of library staff for effective and efficient service delivery. Libraries, Academic, ICT, Services, Delivery, Impacts, Challenges
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Duan, Xiaojie. "Know Your International User behind the Screen: A Conversation among Chinese Students and Librarians Regarding Virtual Reference Services (VRS)." International Journal of Librarianship 4, no. 2 (December 29, 2019): 34. http://dx.doi.org/10.23974/ijol.2019.vol4.2.134.
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Librarians need feedback from users to improve library services. On the other hand, users need assistance from librarians in order to gain a better understanding of library services. This paper focuses on how Chinese students use U.S. academic libraries’ virtual reference services (VRS), and how academic librarians use VRS. By collecting data from Chinese students and librarians, this paper hopes to create a better understanding of these two factors in order to improve VRS.
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Johnson, Kristin, and Kathleen Carlisle Fountain. "Laying a Foundation for Comparing Departmental Structures between Reference and Instructional Services: Analysis of a Nationwide Survey." College & Research Libraries 63, no. 3 (May 1, 2002): 275–87. http://dx.doi.org/10.5860/crl.63.3.275.
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Public services librarians in academe juggle multiple duties, with reference and instruction being the two most common and visible. A survey of midsized academic libraries measured the departmental relationship between librarians who provide reference services and librarians who provide instruction services. Results indicate that services are generally organized in one department and instruction coordinators are prevalent. Regardless of departmental structure, reference and instruction librarians have similar jobs; they nearly all teach classes and work at the reference desk. Summarization of the subjective commentary reveals underlying satisfaction levels with various organizational arrangements and insight into the pros and cons of maintaining integrated or separate reference and instruction services.
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Wałek, Anna. "Przyszłość bibliotek i biblioteki przyszłości, czyli trendy kształtujące innowacyjne usługi biblioteczno-informacyjne w bibliotekach akademickich." Studia o Książce i Informacji (dawniej: Bibliotekoznawstwo) 36 (July 5, 2018): 225–38. http://dx.doi.org/10.19195/2300-7729.36.12.
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The future of libraries and the libraries of the future — new trends shaping innovative library and information services in academic librariesThe development of libraries and their services depends on technological development, the users’ needs and socioeconomic conditions. Innovative libraries as the pioneers in implementing cutting-edge solutions lead the way in showing the direction of changes. The innovations implemented by libraries are aresponse to global trends, changing needs and users’ expectations. The article presents an overview of factors and phenomena which inspire libraries to use cutting-edge solutions and create new initiatives that will define the roles and responsibilities of the libraries of the future regarding research libraries, with particular reference to academic libraries. The analyses were based on the research institutions and libraries’ reports which define the trends and recommendations in shaping the structures and tasks of the innovative libraries. The main document of this type is the report prepared by Massachusetts Institute of Technology MIT defining the library of the future as an open and interactive library of knowledge which create aglobal network. The analyzed documents describe the research tasks of libraries and highlight the development of research and academic libraries’ responsibilities towards transforming libraries into cultural centres. The documents also emphasize the libraries’ social role not only in the research and academic community, but also at the local and national levels.
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Jana, Anupta, and Rosalien Rout. "Preparedness of the Libraries to Address the Recent Pandemic A Case Study on 100 Top Academic Institutes of India." DESIDOC Journal of Library & Information Technology 41, no. 03 (June 3, 2021): 175–83. http://dx.doi.org/10.14429/djlit.41.03.16466.
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In an academic set up the ‘library’ plays a pivotal role. It stores, analyses, interpret and disseminate information among the users to fulfil their information needs. It has been observed that recent technological advancement has revolutionised library services to a great extent. Now libraries are providing both physical as well as web-enabled library services to their users. In this context, library websites act as a major gateway in providing web-enabled library services. The sudden outbreak of the COVID-19 pandemic has disrupted the physical mode of library services. However, to support the ongoing teaching and learning process, libraries need to continue their services despite the lockdown. Therefore, the present study seeks to find out whether academic libraries are ready and adequately equipped to perform basic services during this critical juncture. The present study was directed towards exploring the readiness among the academic libraries by assessing their websites based on selected evaluation criteria. Hence, in this study top, 100 NIRF ranked institutes websites were examined by adopting 30-point evaluation criteria. These criteria were selected from the extant literature. These criteria were grouped into 04 categories i.e., basic website information, resource discovery, availability of resources and reference services. The readiness index of each library was calculated based on the availability and non-availability of the said criteria. The findings of the study reveal that 64 per cent of the libraries have failed to secure their score of 50 per cent on predefined criteria. It was also found that the preparedness index is independent of NIRF ranking. Overall findings of the study make it clear that academic libraries need to improve and up to date their web-based services to play a proactive role in the present and post-pandemic situation.
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Radford, Marie L., Laura Costello, and Kaitlin Montague. "Surging virtual reference services: COVID-19 a game changer." College & Research Libraries News 82, no. 3 (March 4, 2021): 106. http://dx.doi.org/10.5860/crln.82.3.106.
Full textAbstract:
In March 2020, academic libraries across the United States closed and sent everyone home, some destined to not reopen for months. University offices closed. Classes were moved online. Suddenly, librarians and staff pivoted to working from home and to all remote services, without time for planning logistics or training. To study the impact of this extraordinary and sweeping transition on virtual reference services (VRS), we conducted a major study of academic library responses to the pandemic that focused on librarian perceptions of how services and relationships with users morphed during this COVID-19 year.Academic librarians rallied to our call, and we collected a total of 300 responses to two longitudinal surveys launched at key points during the pandemic. Data collection focused on two phases in 2020: 1) shutdown and immediate aftermath (mid-March to July), and 2) fall ramp up and into the semester (August to December). Via Zoom, we also interviewed 28 academic librarian leaders (e.g., heads of reference and/or VRS, associate directors for User Services) from September to November. Surveys and interviews centered on adaptations and innovations to reference services, especially VRS and perceptions of changes in user interactions.