The heart of the matter: academic and public libraries adapt to pandemics through time and technology

Abstract

Delaney Daly is earning a Master of Library Science degree at the Texas Woman’s University School of Library and Information Studies. She will graduate in December of 2020 and works at Vail Public Library in Vail, Colorado.     

图书馆参考咨询服务的发展与挑战

本文简要回顾了从传统参考咨询服务到虚拟参考咨询服务的发展过程，并介绍了当今主要的虚拟参考咨询的服务形式，指出了虚拟参考咨询服务发展所面临的挑战。     

基于公开获取的图书馆服务

本文全面阐述了公开获取的核心内涵和主要类别，揭示了公开获取对图书馆产生的强力冲击，论述了公开获取环境下图书馆应组建机构数据资源库系统、共享公开获取期刊资源、注重公开获取技术发掘，发挥图书馆信息资源整合分析优势的主要策略。     

Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

ABSTRACT

This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations that excel in customer service. The article identifies key organizational structures that have been shown to support or hinder good service and discusses the process of implementing these structures in practice and the results of an assessment process designed around determining success.     

图书馆FAQ服务设计思考

网络环境下，FAQ作为一种信息服务的方式已经为越来越多的图书馆所采用。图书馆在开展FAQ服务时存在着总体设计思想不明确，与图书馆服务指南的关系不明确，专题型FAQ与综合性FAQ各自特点不突出等问题。基于这几方面的思考，作者提出了图书馆开展FAQ服务时应注意的问题。     

近十年国内图书馆服务建设研究回顾与评述

文章在大量的文献调研、分析归纳的基础上,对近十年我国国内图书馆服务理念的创新、服务体系的修订以及最新技术在图书馆服务中的应用进行了回顾与评述。     

图书馆开展微博服务要素分析

微博作为图书馆能够利用的新的服务平台,具有易操作、快捷性等特点,给图书馆服务工作带来机遇和挑战。文章对图书馆开展微博服务的理论研究与实践现状进行了简要概述,着重从技术、用户、馆员、工作方法等四个方面对图书馆开展微博服务进行了理论分析,指出存在的问题和改进思路。     

Opportunities for improved patron service with a new integrated library system

Dahlgren Memorial Library, the Graduate Health and Life Sciences Research Library at Georgetown University moved from the Sierra integrated library system (ILS) to Cybertools in July 2016. This article will discuss the reasons for the move and how the system was implemented. The challenges that were faced and the many benefits of using the new ILS will also be discussed.     

Using the results of a satisfaction survey to demonstrate the impact of a new library service model

Background: In 2005, the University of Calgary entered into a contract to provide library services to the staff and physicians of Alberta Health Services Calgary Zone (AHS CZ), creating the Health Information Network Calgary (HINC). Objectives: A user satisfaction survey was contractually required to determine whether the new library service model created through the agreement with the University of Calgary was successful. Our additional objective was to determine whether information and resources provided through the HINC were making an impact on patient care. Methods: A user satisfaction survey of 18 questions was created in collaboration with AHS CZ contract partners and distributed using the snowball or convenience sample method. Results: Six hundred and ninety-four surveys were returned. Of respondents, 75% use the HINC library services. More importantly, 43% of respondents indicated that search results provided by library staff had a direct impact on patient care decisions. Conclusions: Alberta Health Services Calgary Zone staff are satisfied with the new service delivery model, they are taking advantage of the services offered, and using library provided information to improve patient care.     

网络环境下图书馆信息服务的著作权问题

本文论述了网络环境下图书馆开展信息服务涉及的复制侵权等七个方面的著作权问题，指出图书馆界一方面要自觉遵守著作权法，另一方面要积极参与著作权法的立法讨论，促进合理使用和版权平衡。     

开放存取期刊与专业图书馆的文献服务

文章从开放存取的概念出发,阐述了当前国内外OA期刊的发展状况,研究了专业研究机构的文献资源建设与服务,提出专业图书馆宣传利用OA的现实意义.     

Transforming your service: the right evidence at the right time and place

This virtual issue is published to coincide with the CILIP Health Libraries Group Conference 2016. The theme of the conference is Knowledge for Healthcare (KFH), the development framework for health care library and knowledge services (LKS), published by Health Education England. Transforming the service, and delivering the right evidence at the right time and place, is a key strategic focus of KFH. Therefore, this virtual issue draws on content published in Health Information and Libraries Journal (HILJ) in the last 2 years, which demonstrate initiatives in health care LKS in line with the transformation strands outlined in KFH. The virtual issue follows the same structure as a regular issue of HILJ, containing one review article, a series of original articles and our three regular features: Dissertations into Practice, Teaching and Learning in Action and International Perspectives and Initiatives.     

从专业教育视野看参考咨询与信息服务过程模型

二十多年来,参考咨询与信息服务日益介入电子世界,而逐渐远离图书馆的参考咨询台和纸质馆藏.本文介绍一项基于不断变化的环境针对参考咨询与信息服务进行的研究,旨在分析两个研究问题:①从用户和馆员行为及其所利用信息源的角度来看,当前参考咨询与信息服务活动有哪些趋势?②当前参考咨询过程的基本模型是什么?作者通过焦点访谈法搜集承担参考咨询与信息服务专业课程教师的意见,并通过自由讨论的形式征集其他专业课程教师和博士研究生有关虚拟参考咨询教育的看法.研究结果表明,参考咨询模型具有明显的互动性和合作性,其中参考馆员和用户均扮演信息获取、信息接收和信息生成的角色.论文提出参考咨询过程的模型,并分析这一模型对参考咨询与信息服务活动产生的影响.图1.参考文献63.     

阅读活动的心理分析及图书馆的服务策略

读者在阅读活动中会产生专注与焦虑、共鸣和痴迷、疲劳和倦怠的心理,图书馆应该营造舒适的阅读环境,缓解读者阅读过程中的疲劳和倦怠心理,增加阅读的愉悦度;用良好的服务态度,使读者产生积极的阅读心理,提高阅读效率;采用个性化的导读方法,减少读者选择读物的盲目性和焦虑心理,提高阅读的针对性。     

高校图书馆云服务模式探讨

"云"时代环境下,高校图书馆单一、被动、原始的服务已经不能满足读者多元化的个性需求。在提升服务理念、创新服务模式的指导思想下,文章分析了高校图书馆云服务的各个参与对象,对目前云服务的背景、特点进行阐述,提出可行的高校图书馆云服务模式,并对今后高校图书馆的云服务进行了展望。     

Big Data for Big Legal Research Questions: How Legal-Analytics Databases Allow Reference Law Librarians to Meet Increasing Demand for More Comprehensive Information at More Efficient Rates

This article examines litigation-data aggregation services that help law reference librarians analyze large amounts of information both more efficiently and more effectively. Research librarians are, in turn, able to provide attorneys with more meaningful insights that help them predict litigation outcomes.     

中美两国图书馆联盟与参考咨询服务对比研究

论文对中美两国的图书馆联盟及参考咨询服务进行了比较分析,指出中国在图书馆联盟建设和数字化参考咨询等方面的差距,论文最后还对图书馆服务功能的发展趋势进行了展望.     

美国图书馆服务追踪与剖析

创客空间服务、机器人存取服务、3D打印服务、无纸图书馆是美国图书馆服务的新形式。机器人存取和无纸图书馆,更是未来图书馆发展的新模式。文章旨在研究和追踪美国图书馆发展的新趋势、新动向,以期开阔国内同行的视野,使我国的图书馆事业紧跟世界的发展潮流。     

有声图书馆:资源服务的新模式

有声图书馆的出现不仅创新了图书馆资源服务模式,而且以独特的优势在国内外图书馆界得到迅速发展,在促进图书馆服务理念更新、整合服务资源、拓展服务内容、延伸服务方式等方面起到了一定的作用.高校图书馆充分利用有声图书馆的资源,为读者提供全新的"阅听"服务体验,是图书馆资源建设和服务模式的创新.     

基于OA期刊的高校图书馆资源建设与学科服务探索

OA期刊资源是一种重要的学术资源,是高校图书馆馆藏资源的有机组成部分,在高校图书馆学科服务中发挥着重要的作用。目前我国高校图书馆在OA期刊资源利用中存在大量的问题。因此,认识和了解OA期刊资源,并对其进行组织和揭示,提高图书馆和用户对OA期刊资源的利用效率,是高校图书馆资源建设和学科服务发展面临的重要课题。