Utilizing the Internship Experience as a Bridge Between Technical Services and Public Services

ABSTRACT

This is the case history of a library school student who utilized training and experience gained as a support staff member in the Technical Services Department of an academic library during an internship program in order to make the transition to Public Services. The article describes how Technical Services training can offer the perfect bridge for entrance into work in Public Services.     

On the Merit of Case Studies in Access Services

ABSTRACT

The creation of “Access Services” departments in academic libraries did not translate into the creation or offering of new services for patrons. Instead, it was typically just the combination of three already existing departments. Recent changes and trends in Access Services, including new NCIP and ISO standards, an increase in the use of electronic reserves, and the availability of items in various formats, now allow librarians to reconsider if this departmental arrangement is the best for today's library customers. This paper argues that the traditional configuration of Access Services needs to be dismantled if academic libraries are to provide excellent customer service to faculty and students.     

Publication Services at the University Library Graz: A New Venture,a New Role

ABSTRACT

Establishing Publication Services in the library at the University of Graz did more than broaden the service portfolio of the library. A convergence of expertise at the library, needs of researchers at the university, and ongoing changes in scholarly communication also contributed to the evolution of the library's role and profile. The new services offer first-level support for matters pertaining to scholarly publishing and communications. Furthermore, Publication Services has developed into a knowledge sharing platform, extending beyond the library to other administrative departments and creating a community of practice.     

On Access Services and Recruiting Future Library Leaders

ABSTRACT

This article presents the results of a web-based survey that examined current tasks performed within Access Services departments in academic libraries and explored future trends in the area. Thirty-four core tasks that rated more than sixty percent on the survey were identified as being common to most Access Services departments. Future trends were examined in terms of staffing within Access Services, use statistics, automation, and services offered.     

Access Services

Abstract

Recent library innovations, such as integrated library systems, access to electronic resources, emphasis on patrons' information needs in all formats, renewed interest in quality library services, and the expanded responsibilities of circulation departments have resulted in the merging of certain library functions into a new unit called access services. For this paper, access services is defined as those library functions that facilitate patron access to library information. The focus of this general review is on authoritative monographic and selected journal literature on access services and the various components of access services that was published between the years 1990 and 1999. Pertinent literature published prior to 1990 is reviewed as deemed appropriate. Literature addressing emerging trends in access services is also reviewed.     

Embracing Changing Technology and New Technical Services Workflows in Migrating to a Next-Generation Library Management System

ABSTRACT

In 2015, Radford University’s McConnell Library migrated to OCLC Online Computer Library Center, Inc. (OCLC)’s WorldShare Management Services, relinquishing three legacy systems in the process. As a result, many of the Collection and Technical Services Department’s workflows changed considerably beginning months before the contract was signed. An extensive temporary departmental focus on data clean-up and training was required while maintaining core duties. New opportunities for collaboration and communication emerged. In light of developing new workflows, NASIG Core Competencies for Electronic Resources Librarians and NASIG Core Competencies for Print Serials Management were consulted in revising positions. What follows is the process, management, communication, and outcomes involved in migrating to a new next-generation library management system.     

Providing Circulation Services in a Temporary Location

Abstract

This article presents the experience of Circulation Services at Booth Library, Eastern Illinois University, during a 31-month relocation to temporary facilities while the building was undergoing renovation. The move to temporary locations presented new challenges and required unique solutions. Issues such as the rationale for the move to the temporary facilities, the organization of the temporary branches, the delivery service, preservation and security, staffing issues, and the role of student workers are discussed. The article recommends extensive planning prior to a move to temporary facilities, as well as the adoption of a flexible approach during the duration of the stay in the locations.     

Juggling a New Format with Existing Tools: Incorporating Streaming Video into Technical Services Workflows

ABSTRACT

The University of Northern Colorado (UNC) Libraries have experienced a surge in streaming video requests in the past few years. Like others, UNC’s Technical Services department has found new ways to manage procedures and workflows associated with this format. This session covered the experiences and strategies of the presenters for handling streaming video databases, licensed content ripped from DVD, firm orders, and multiyear streaming licenses.     

Charting a Course toward Embracing Evolving Technical Services Horizons

ABSTRACT

Technical Services departments have been navigating rough and uncertain waters while charting courses toward hazy horizons for years. Battling swelling expenses, blustering winds of reduced resources, and tumultuous tempests of electronic resources clashing with print resources, we steer toward an increasingly digital skyline with steadily leaner crews, needing support and new skills to sail these seas of continuous change and challenge. Now more than ever it is necessary to build a team empowered to maneuver efficiently and effectively. Leading and managing are central to positioning for and embracing these emerging horizons. The presenters have been studying and implementing various aspects of “servant leadership” with an eye toward growing people within our departments and communicating in multiple directions. During this session, we will focus particularly on the following processes: discernment, discovering purpose, and building capacity (relationships and communication). This presentation will explore the what, how, where, who, and when for leading and managing toward our Technical Services horizons.     

Does Access Services Have a Future?

Abstract

Access Services appeared as an organizational unit in libraries relatively recently, in response to some very specific trends in the library environment. Will this organizational model survive as new trends affect libraries in the future? This essay discusses some of the essential features of access services and speculates as to how they will evolve and remain relevant in the future.     

Fee-Based Information Services: Overview of the Fourth International Conference and Future Trends

ABSTRACT

In October 1997 the Fourth International Conference on Fee-Based Information Services addressed fundamental issues on the global role of these services in libraries. The organizers and participants raised key questions on the future of information delivery in the context of the Web and the growing information economy. Throughout the conference, lively discussions by managers, administrators, and information professionals provided insights into existing and future scenarios. For those who missed the conference, and for library directors and practitioners, this conference overview provides a snapshot of fee-based services as we head into the next century.     

Budget Planning and Performance Measures for Virtual Reference Services

Abstract

The Tampa-Hillsborough County Public Library, as a county government agency, is required to follow a specific budget planning process in order to obtain funding for library programs and services. One tool of this planning process-the “decision unit”-requires advanced planning and continued evaluation of potential and existing library services. Prior to receiving funds for any new service, performance measures must be established in order to measure the success of the service in relation to the public money invested. This article will look at the evaluation process built into the funding of the library's participation in a statewide virtual reference service and the implications for continuation and/or expansion of this service based on continued assessment.     

Merger,Reorganization and Technology Meet Technical Services

Abstract

For a variety of reasons, academic institutions across the country have had to reorganize their campuses. A number of universities have done so by merging several smaller departments with the library and consolidating similar functions. The resulting changes have had a significant impact on those who work, in these departments and generate much interest in the wider library community. This workshop detailed the process and effect on Technical Services staff of merging Lehigh University's libraries with computing, media services, and telecommunications to form one organization called Information Resources.     

Appendix 1

Summary

Holland Reference Services, the largest reference unit of Washington State University Libraries, dates from the merger of two divisional libraries, the Humanities Library and the Social Sciences Library in 1978. In this appendix, the author presents some of Holland's history and vital Statistics.     

Services to Distance Learners: Planning for E-Reserves and Copyright

Abstract

This paper focuses on the outreach to over 3,000 students taking classes at over 80 locations within the State of Maine, as well as students taking classes nationally via the Web through the University of Maine System Network (UNE1). The discussion will briefly note the wide range of collections and services available through the University of Maine System's digital library and the Off-Campus Library Services Office. In particular, the discussion will center on reserve services for students at remote locations, using traditional paper copies and particularly electronic reserves, and the copyright issues that surround the e-reserve service.     

Document Delivery in Academic Fee-Based Information Services

Summary

Academic libraries traditionally provide document delivery services to the campus-based community. Academic fee-based information services accept document requests from corporate, industrial, and professional clients who are willing to pay for a value-added service that includes rush handling, delivery to a third party, or locating an item with a vague citation. The Purdue University Libraries' Technical Information Service (TIS) has grown into a successful venture by developing staff with specialized skills to identify, locate, obtain, and distribute increasingly difficult document orders with short turnaround times. There are advantages to the parent academic library, especially the Interlibrary Loan (ILL) unit, in having a fee-based service to which time-consuming, unusual or expensive requests can be referred. With the potential to increase these advantages comes the need to define clearly the respective roles of these units.     

Embracing GIS Services in Libraries

Summary

As a land-grant research university without a geography or cartography department, Washington State University Libraries present a unique organizational context for the adoption of GIS services. The authors consider the implementation of GIS services at the Washington State University Libraries, particularly at the Holland/New Library, which originated from an ARL/GIS Literacy Grant in 1992. The authors cover the following topics in the development of the service: Historical Background, System Architecture, Project Issues and Service Provision, Reference Services Policies, Current Implementation and Related Campus-Wide Issues, and Future Agenda. The services offered were essentially at a minimum level, that is, only providing limited access to government and commercial geospatial data using Arc View and Landview software. The approach to GIS in reference work has been to view it as a specialized service within a standard reference framework very similar to the computer-mediated searching programs of the past. Future plans for GIS services include shifting from a single desktop workstation to a system-wide network access to spatial data and maintaining a centralized repository for all spatial data whether purchased commercially or developed in-house.     

Tiered Reference Services

Summary

Customer feedback is essential for determining what elements constitute quality service in a reference department. At Texas A&M University, we use concise user surveys to elicit feedback on the different aspects of tiered services. This study identifies whether or not customers find the information they need and allows customers to evaluate the services. User surveys and return boxes are accessible at several discrete locations throughout the reference unit. The department modified services to better meet customers' expectations after analyzing the data gathered from nearly 200 surveys. A library display showed the results of the survey. Comments and suggestions made by the customers were included in the display.     

Barriers and Enablers in Access Services

Abstract

The JUBILEE project (JISC User Behaviour in Information Seeking: Longitudinal Evaluation of EIS) was set up at the University of Northumbria in response to a Joint Information Systems Committee (JISC) call for a qualitative longitudinal monitoring of Electronic Information Services (EIS) in the United Kingdom. The issue of EIS performancein support of Higher Education (HE) is of growing concern today. Because HE institutions commit more revenue to systems and services, there is a need to find ways by which to assess the value of EIS. One of the most valid measures is user satisfaction. An importantattribute of JUBILEE's holistic method is that it affords a formal approach to the collection and presentation of users' opinions of EIS. JUBILEE will be collecting and collating data on user information-seeking behaviour over a period of time and in a variety of disciplines. The longitudinal tracking of users in JUBILEE will highlight success criteria for information seeking from the users' viewpoint. This article describes early results and background information from the first cycle of the project.