Social web technologies present an often confusing array of options for answering user reference questions. Applying 20 years’ experience as a reference librarian working through the development of virtual reference and the integration of new tools and technologies into the industry, Thomsett-Scott lays out how libraries are using vendor...
Reference service remains a core function of modern libraries. However, how and where we provide assistance has evolved with changing technologies and the shifting habits and preferences of our users. One way libraries can provide the on-demand, in-person assistance while managing and developing new services and resources that will benefit current and future users is to reconsider how their reference points and services are staffed and adopt a staff-based reference model. The authors, staff members at Eastern Michigan University, chose to address this by implementing an inclusive reference model in which staff and student assistants are trained to answer certain levels of reference questions while working at the reference desk and at other service points. The result was that librarians became more available to work with students who needed in-depth assistance and users were able to get simple questions answered throughout the library. Similar training for all staff and student assistants who work in the library results in better service, more accurate answers, and improved interdepartmental communication. In Implementing an Inclusive Staffing Model for Today's Reference Services, they describe step-by-step how to transition from the traditional librarian-staffed reference desk to an inclusive reference model where non-MLS personnel are equipped and empowered to answer reference questions wherever these questions might be asked. Users ask questions of staff at all service points, not just at the Reference Desk. It is vitally important that those who work at circulation, periodicals, maps, archives and other public service points be trained in how to answer certain reference questions. When this is accomplished, users who have simple questions will not have to make useless treks to the Reference Desk. Topics covered include: Recognizing that nearly all staff answer reference questions, but few are trained to do so documenting the necessity for a change in reference model gaining buy-in from all interested parties—librarians, non-MLS staff, and administrators determining the optimal staffing level creating training materials and schedules monitoring the quality of reference service supervising staff evaluating the new model using multiple methods Additionally, each chapter contains practical resources such as checklists, forms, and sample materials, and other usable features to support readers as they implement the inclusive reference model. The book describes in detail the process of transforming traditional reference into a model that transcends departmental and job title boundaries, is focused on the user, and allows librarians to better utilize their time and talents, and include non-professional staff in their reference services.
An Introduction to Reference Services in Academic Libraries is a comprehensive textbook that presents compelling case studies and thought-provoking essays that teach the principles of reference services. Eighteen authorities from private and public academic libraries around the United States offer unique perspectives and solid information in an active learning format that requires students to think and learn. The book provides a stimulating starting point for those learning about planning, managing, and evaluating reference services. Each chapter is thoroughly referenced, and many have charts and activities to help spark student engagement in the learning process. Over 30 tables and figures make complex information easy to access and understand.
Innovations in library services are rapidly developing within numerous areas including building design, program and event planning, patron experience and engagement, literacy program development, and administration and management. To ensure these changes are implemented and considered successfully, a closer look at the challenges, trends, and practices of these innovations is crucial. Technological Advancements in Library Service Innovation examines the recent activities of successful and groundbreaking research and practices around the world surrounding library service innovation and presents various forward-thinking initiatives. It also provides an overview of libraries’ successful experiences, identifies emerging global themes and trends, and offers guidance to library practitioners on how to pursue the recent trends in their own library environment. Covering topics such as technology adoption and organizational structures, this book is ideal for library professionals, researchers, academicians, instructors, and students.
A state-of-the-art guide to virtual reference services! This essential book provides a snapshot of virtual reference (VR) services in all kinds of library settings and discusses the issues, trends, and practices involved in offering this kind of service. The chapters go beyond descriptions of services to offer practical advice and suggestions for product selection, policy setting, technical support, collaborative efforts, staffing, training, marketing, budgeting, evaluation, and administration. Case studies, relevant Web sites, and vendor information are included. An ample selection of tables, figures, and illustrations makes important information easy to access and understand. From the editors: “The purpose of this book is to describe the state of the art in virtual reference services, by which we mean real-time, interactive reference service with a librarian, offered online via chat or videoconferencing. Significant players in virtual reference services have prepared chapters for this book. Some of these address virtual reference as a service trend. Others describe services in a variety of settings, including public, academic, and special libraries. Some focus on one aspect of virtual reference, such as statistics/evaluation, policy setting, or the reference interaction. Our intent is to provide an opportunity for reflection on the impact of virtual reference services on librarians, clients, and libraries, as well as to offer a glimpse of the future.” Virtual Reference Services: Issues and Trends addresses topics that will help institutions and VR professionals provide more effective services. Chapters focus on: the principles and concepts of continuous quality improvement (CQI) for virtual reference, such as the Kano Model of user satisfaction—and how it can help libraries improve their VR services a case study of the adoption of VR service at the Suffolk Cooperative Library System in New York, with emphasis on the benefits of maintaining a user-centered perspective to help inform decisions about procedures and services staff selection, structuring the work environment, scheduling, and other VR issues at a large university library collaborative VR services in the state of New Jersey and the development of the “Q and A NJ” initiative and the experiences of two participating public libraries the development and testing of innnovative software developed through a partnership with a high tech company statewide and regional VR collaboration in Florida, with a comprehensive and detailed overview of that state's VR initiatives post-implementation issues such as high call volume, difficult users, training and quality assessment, and service improvement a report from a medical/dental library participating in a multitype library collaborative VR service—with insights on budgeting, training, administration/coordination, morale, marketing, user reaction, and how a health sciences library contributes to (and benefits from) this kind of initiative VR services at The Boeing Corporation a model and framework for collecting and making use of statistical data in a VR service, with AskERIC's implementation as an example the nature of the user-librarian VR interaction, with an insightful analysis of chat transcripts from Carnegie Mellon University how users interact with various services offered on library Web pages, with an illuminating comparison of the use of the library Web site search tool at Southern Illinois University-Carbondale vs. the use of the VR service available on that site
Extensive data on the theoretical and practical aspects of electronic reference services! Digital Reference Services provides an overview of electronic reference services and software, and explores the opportunities that real-time digital reference services can offer in a variety of library settings. Experts in the field convey numerous opinions and theory about the growth of this new approach to answering reference questions. This book teaches librarians new methods and techniques for offering technologically advanced reference services to the public. The first half of Digital Reference Services includes such topics as: real-time or live online reference services the historical development of digital reference services and the role of the reference librarian mediated online searches how to create a virtual-ready reference collection of elite reference Web sitesincludes a list of the top sites available to the public how to start and operate a digital reference desk in your library The second half of Digital Reference Services covers examples of librariesboth large and smallwhich have used revolutionary ideas to bring electronic reference services to their patrons. These ideas include: utilizing ATM-like kiosks in remote locations from library buildings to connect with underserved populations implementing live, interactive web-based reference servicesthe challenges and benefits, cost, training, and workload requirements evaluating your real-time references servicesinvestigating self-assessment and blind reviewing, incorporating your assessment into an existing evaluative program, and obtaining the administrative support essential for an accurate assessment creating a statewide virtual reference systemselecting software, developing policy, marketing, coordinating the project, and staffing and training online reference management for smaller librariesbecause of the smaller staff, smaller budget, and smaller amount of patrons, is it a feasible addition to the library? much more! This well-referenced volume contains case examples, figures, useful Web sites, and case histories to show how the basic principles of digital reference services work. Librarians and students of information and library science will find Digital Reference Services a helpful resource to enhance their library and electronic reference expertise.
Digital Reference Services in Academic Libraries presents the background of DRS, evolution of DRS, the concept of DRS, emerging models of DRS, benefits and limitation of DRS, personalized services, trends and challenges, technological developments, evaluation and guidelines, effectiveness and DRS in academic libraries. The case study examined the existing status of digital reference services (DRS) in four selected public academic libraries in Malaysia. Focused is given on the awareness, usage, users’ perception, users’ satisfaction, library’s performance, and looked at the perceived needs, issues and problems faced by librarians and students. The study is important to determine how academic librarians are exploiting the latest information and communication technologies to improve reference service operations. Recommendations are made on the need for the implementation of synchronous DRS, enhancing the role of DRS, marketing and promotion, staff training, user education programmes and cooperation. The main contribution of this book is the assessment of effectiveness of DRS in academic libraries in Malaysia, the identification of perceived needs, issues and problems and suggestions on the areas of improvement in the use of DRS. In the process, a conceptual model for the effectiveness of the implementation of DRS in academic libraries in Malaysia is presented. The author also proposes directions for future research in the area of DRS.
Get the foundational knowledge about health sciences librarianship. The general term “health sciences libraries” covers a wide range of areas beyond medical libraries, such as biomedical, nursing, allied health, pharmacy, and others. Introduction to Health Sciences Librarianship provides a sound foundation to all aspects of these types of libraries to students and librarians new to the field. This helpful guide provides a helpful overview of the health care environment, technical services, public services, management issues, academic health sciences, hospital libraries, health informatics, evidence-based practice, and more. This text provides crucial information every beginning and practicing health sciences librarian needs—all in one volume. Introduction to Health Sciences Librarianship presents some of the most respected librarians and educators in the field, each discussing important aspects of librarianship, including technical services, public services, administration, special services, and special collections. This comprehensive volume provides all types of librarians with helpful general, practical, and theoretical knowledge about this profession. The book’s unique "A Day in the Life of . . . " feature describes typical days of health sciences librarians working in special areas such as reference or consumer health, and offers anyone new to the field a revealing look at what a regular workday is like. The text is packed with useful figures, screen captures, tables, and references. Topics discussed in Introduction to Health Sciences Librarianship include: overview of health sciences libraries health environment collection development of journals, books, and electronic resources organization of health information access services information services and information retrieval information literacy health informatics management of academic health sciences libraries management and issues in hospital libraries library space planning specialized services Introduction to Health Sciences Librarianship provides essential information for health sciences librarians, medical librarians, beginning and intermediate level health sciences/medical librarians, and any health sciences librarian wishing to review the field. This crucial volume belongs in every academic health sciences library, hospital library, specialized health library, biomedical library, and academic library.
Widespread use and acceptance of the World Wide Web in the home and office has eclipsed many other technological advances. Next-generation applications like wikis, podcasting, streaming video, virtual reference, RSS feeds, and blogs sit on the cutting edge of changes that will—and have already begun to—transform librarianship. Medical Librarian 2.0 is a vital groundbreaking resource for understanding and implementing these technologiesin reference services. Medical Librarian 2.0 is both an examination of current technology and a resource for practical applications as well. This important collection includes informative chapters that cover the evolving spectrum of digital tools. Through detailed explorations of current technologies, as well as the ways institutions have implemented them to better serve both patrons and staff, this text provides the insight and necessary awareness required for librarians who want to stay current with these technologies and to make their services relevant to the newer generation of users. With a wealth of informative tables, diagrams, Web site illustrations, online resources, photographs, and references, Medical Librarian 2.0 is an essential resource that looks at the pervasive Web technologies medical libraries—and other libraries—are successfully adapting to both update old services and provide new ones. Contributors to Medical Librarian 2.0 discuss: • the tools and applications shaping Web 2.0 • extending these vibrant technologies into librarianship with Library 2.0 • virtual reference services in academic health science libraries • e-mail, chat, and web forms in the changing landscape of reference services • syndicated information delivery via RSS and its integration • producing, using, organizing, and distributing podcasts • challenges to and successes of streaming video in health sciences libraries • social networking, social media sharing, and social bookmarking tools • tagging, peer production, blogs, and folksonomy • open source software and content management systems like Drupal • wikis and the organizational knowledgebase • creating and utilizing blended applications and mashups • current concerns over data and security • and many other important topics! With a wealth of tables, diagrams, Web site illustrations, online resources, photographs, and references, Medical Librarian 2.0 offers readers clear examples of these applications put into practice. Medical Librarian 2.0 is an essential resource for librarians, especially those in medical settings, library science educators and students, and those looking to stay at the forefront of emerging reference technology.
Carol Smallwood's The Complete Guide to Using Google in Libraries, Volume 1: Instruction, Administration, and Staff Productivity explores how Google's suite of tools, from Google Docs (now Google Drive), Google Scholar, Hangout, Forms, and others made freely available to the Internet Community can be used by libraries to expand the role of digital operations in the management of library materials, to communicate with their patrons and collaborators, to exploit the resources on the Web, and many others. The book has 29 chapters organized into sections that focus on ways that Google’s suite of tools can be applied to address problems in a specific area of library concern. The section headings are: Library Instruction for Users; Collaboration within and among libraries; Library Administration; Collection Management; and Library Productivity. In each topical area, the chapters show how librarians are taking advantage of these tools to change the way that their library works. All of this without the burden of an additional bill to pay. Through these carefully selected case studies from real libraries, you will be able to learn about the surprising and powerful potential that exists through Google tools to improve library operations.
