Author-level metrics in the new academic profile platforms: The online behaviour of the Bibliometrics community

The new web-based academic communication platforms do not only enable researchers to better advertise their academic outputs, making them more visible than ever before, but they also provide a wide supply of metrics to help authors better understand the impact their work is making. This study has three objectives: a) to analyse the uptake of some of the most popular platforms (Google Scholar Citations, ResearcherID, ResearchGate, Mendeley and Twitter) by a specific scientific community (bibliometrics, scientometrics, informetrics, webometrics, and altmetrics); b) to compare the metrics available from each platform; and c) to determine the meaning of all these new metrics. To do this, the data available in these platforms about a sample of 811 authors (researchers in bibliometrics for whom a public profile Google Scholar Citations was found) were extracted. A total of 31 metrics were analysed. The results show that a high number of the analysed researchers only had a profile in Google Scholar Citations (159), or only in Google Scholar Citations and ResearchGate (142). Lastly, we find two kinds of metrics of online impact. First, metrics related to connectivity (followers), and second, all metrics associated to academic impact. This second group can further be divided into usage metrics (reads, views), and citation metrics. The results suggest that Google Scholar Citations is the source that provides more comprehensive citation-related data, whereas Twitter stands out in connectivity-related metrics.     

Factors affecting customer relationship management practices in Thai academic libraries

This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library.     

利用通识平台开展高校图书馆阅读推广

分析了现有阅读推广的不足,介绍了通识教育和通识平台的理念,总结了高校阅读推广通识平台所取得的一些成功经验,如注重互动交流,体验真人图书馆;运用通识理念,达到读书育人效果;针对高校师生群体,精选阅读区读物;组建专门固定的推广团队等。     

国内高校图书馆数字化参考咨询服务调查

论文通过对国内120所高校图书馆数字化参考咨询服务的调查，揭示了我国高校图书馆数字化参考咨询服务的开展情况，并提出了一些建议。     

高校图书馆员工绩效考核指标体系的构建

目的：构建科学、合理、规范的高校图书馆员工绩效考核指标体系,使馆员能够自我调整工作行为,提高服务质量,提升图书馆的整体绩效水平。方法：通过文献研究和实地考察,了解目前图书馆的绩效考核现状,采用德尔菲法和层次分析法确定考核指标和权重。结果：构建了一套三级指标体系,包括4个一级指标、10个二级指标和59个三级指标,同时给出了各指标的权重和分值。结论：该考核指标体系能有效提高图书馆员工在科研创新、管理或社会工作等方面的积极性。     

浅谈高校图书馆工作中的读者与服务者

高等院校图书馆工作人员应加强职业道德修养，提高自身的基本素质，摆正服务者与读者的位置，处理好服务者与读者的关系，牢固树立服务育人的思想意识，全心全意作好读者服务工作。