Privacy Please? A Comparison Between Self-Checkout and Book Checkout Desk Circulation Rates for LGBT and Other Books

ABSTRACT

Improving library technologies allow patrons greater autonomy. One such technology, self-checkout kiosks, puts patrons in virtual control over their circulation experience. Whereas previously patrons had to approach circulation staff to check out, now this can be done privately. The impact self-checkout has on the circulation of potentially embarrassing or controversial materials is unknown. In this study, select lesbian, gay, bisexual, and transgender (LGBT) and non-LGBT materials at Central Michigan University's Park Library were anonymously tracked for one academic year to determine if they circulated via self-check or the traditional circulation desk. LGBT materials circulated twenty percent more via self-check, indicating that patrons appreciated the machines' privacy.     

E-Problems,E-Solutions

Summary

Problem patrons are not a phenomenon exclusive to the public library arena. Academic libraries have throughout time had their own share of difficult patrons. This article focuses on problem patrons and reference staff in the academic library with a particular focus on electronic equipment and resources, particularly the Internet. Issues include viewing of pornographic images by patrons, plagiarism and the librarian's role, use of e-mail and chat, and cell phone use in the reference area.     

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.     

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.     

Customer Experience in Public Libraries

ABSTRACT

Public libraries today are gingerly stepping into the emerging philosophy among successful businesses around the world: customer experience. Libraries are hiring staff with “customer experience” in their title, others are curious and want to learn more. Most of the resources currently available to libraries hoping to get started take a corporate approach particularly as it impacts financial success. The bottom line is that all of us are in the customer experience business, whether we know it or not. It goes to the heart of everything we do – how staff interact with the public and each other, the value libraries provide to a community, even the cleanliness of the restrooms. Additionally, many of those companies that library users experience in their daily lives – health care, insurance, retail – have already jumped on the customer experience bandwagon, overall raising the public’s expectation of what they should experience in libraries. How and where to start? How does a library build a road map to develop a customer experience philosophy and culture, which staff will embrace and support? When building a new library how do you design that building using a customer experience lens? Columbus Metropolitan Library has spent the last 5 years mapping out a customer experience practice, which includes staff training, journey mapping, customer insights, customer engagement training, and library design.     

A study on the changes in librarians' perception before and after user privacy education

The focus of this study is to investigate the perception of librarians towards user privacy in libraries. This study measures the change in perception after providing education related to the privacy of library users. The change in perception regarding privacy issues in libraries in the past 5 years by comparing its results with those of a 2013 study was also examined. The results show that librarians' level of interest and awareness of the privacy of library users in 2019 is significantly higher than that of 2013; awareness of the danger in collection of user data increased significantly after education; and finally, after education, there was greater receptivity to the education courses and willingness to recommend them to their colleagues. In order to increase awareness of privacy violations and for greater protection of library user privacy libraries and professional associations must strive to provide standardized and regular privacy education for librarians and library staff.     

社会层级理论对基层图书馆建设的启示

文章以社会层级结构理论为切入点,提出了图书馆服务层级结构概念,指出信息技术与读者诉求实现方式的改变是基层图书馆服务层级超越性、跨越性的内质动力。在知识服务背景下,基层图书馆需要重新审视自身的文化特色、地域特点和人员优势,加强资源整合,摈弃与高等级图书馆同质化建设的老路,形成个性化、差异化的文献追求方向和新的功能定位。     

A Study of the Variables Influencing Academic Library Staff's Attitudes Toward Marketing

This article aims to present an insight into some of the factors influencing the attitudes of academic library staff in three UK university libraries toward marketing and how these factors could be incorporated into an existing model. An online questionnaire about attitudes to marketing and personality was completed by 54 academic library staff from three UK universities. Four academic library management staff were also selected for in-depth interviews. The results indicated that academic library staff have a positive attitude toward marketing and feel that it is vital in the current environment. The research found that personality factors such as extroversion and openness to change, experience and training influenced marketing attitudes. It also revealed that academic library staff were unclear of the definition of marketing, leading to a possible misunderstanding and mistrust of the terminology. The research discovered a gap in marketing knowledge and understanding that must be addressed for marketing success to be achieved. The findings supported the definition of marketing for individual academic libraries as a prerequisite to strategic marketing planning and the importance of considering the attitudes of staff when implementing marketing strategy.     

Health Information and Health Literacy: Public Library Practices,Challenges, and Opportunities

This study investigated 18 libraries in two public library systems in Oklahoma to find out how they are addressing health literacy and facilitating access to consumer health information; how library staff members view their roles and responsibilities relative to health information and health literacy; what challenges libraries face; and what strategies are being used. Staff members recognized several challenges to providing health information and to developing programs, including staff and patron difficulties with reference interviews, and patron lack of awareness of library resources. Staff members often had only a partial understanding of health literacy, and were unaware of system strategies to address health literacy or provision of health information.     

ILLiad,Document Delivery,and the Distance Student: How Document Delivery Can Enhance Support for Distance Library Users

ABSTRACT

Academic libraries serve great numbers of distance learners and must address the unique challenges faced by these students. Technology can bridge the gap in terms of access and use of library resources. Academic librarians working with distance students must examine their student population, determine the needs of their users, and be prepared to adapt technology available to meet those needs. Many academic libraries have adapted Online Computer Library Center (OCLC) ILLiad to allow better support of distance learners. Library models that have used OCLC ILLiad or similar software for distance services are discussed and can be used as a model for change in library distance services programs.     

Using Time-Driven Activity-Based Costing to Implement Change

Academic medical libraries have responded to changes in technology, evolving professional roles, reduced budgets, and declining traditional services. Libraries that have taken a proactive role to change have seen their librarians emerge as collaborators and partners with faculty and researchers, while para-professional staff is increasingly overseeing traditional services. This article addresses shifting staff and schedules at a single-service-point information desk by using time-driven activity-based costing to determine the utilization of resources available to provide traditional library services. Opening hours and schedules were changed, allowing librarians to focus on patrons’ information needs in their own environment.     

(7) Need for a Municipal Library System for the City of Calcutta

Abstract

A study of the development of third generation Nigerian university libraries established between 1980-1984 was conducted during the latter part of the 1990/91 session. The study, which was carried out through the use of a questionnaire, personal visits, as well as informal discussions with the staff, had the objective of determining the similarities and dissimilarities in the growth of the libraries using indices such as governance, finance, stock and services, etc., as well as problems affecting their effective performance. The outcome of the study showed that there are more areas of similarities than dissimilarities in the ways they operate. Poor funding, scarcity of foreign exchange for the purchase of library materials from abroad, near absence of modern information retrieval technologies as well as theft and mutilation of materials, were found to constitute major problems to their rapid development. The recently negotiated World Bank loan for the Nigerian university sector designed to inject some US$120m for the purchase of books, journals and library equipment among others gives a ray of hope, though on a short-term basis. It is suggested that to take the university libraries out of the woods, massive injection of funds on a long-term basis is required.     

Getting the Word Out

Abstract

Although the primary constituencies of academic libraries are their faculty, students, and staff, the programs and displays that they and their Friends organizations sponsor may be of interest to the surrounding community. Effectively reaching these groups requires a concerted effort. Information must be written for an external audience, and contact information for all prospective news providers must be ready to use. Libraries may also avail themselves of low-cost or no-cost methods for disseminating information. By reaching out to community members, college and university libraries will encourage local residents to take advantage of the programming and services offered by the library and may influence them to become more closely tied to their institution.     

社会层级理论对基层图书馆建设的启示

文章以社会层级结构理论为切入点,提出了图书馆服务层级结构概念,指出信息技术与读者诉求实现方式的改变是基层图书馆服务层级超越性、跨越性的内质动力。在知识服务背景下,基层图书馆需要重新审视自身的文化特色、地域特点和人员优势,加强资源整合,摈弃与高等级图书馆同质化建设的老路,形成个性化、差异化的文献追求方向和新的功能定位。     

Considerations for creating library learning spaces within a hierarchy of learning space attributes

University libraries struggle to keep up with rapidly changing technology and the associated change in teaching strategy. Most administrators and librarians are often not trained to assess space needs and struggle to reassign library spaces for non-traditional library use. As such, they often embark on expensive and time-consuming feasibility studies, using (typically) hard-earned monies to complete the research or to pilot a new space. What academic research library administrators and staff lack is guidance for discovering and planning needed renovations and improvements in aging library facilities. The purpose of this research project was to develop a set of considerations that can be used by library staff to self-analyze existing academic library spaces and identify areas that can be effectively improved for student benefit. The end result is a series of hierarchical self-analysis space considerations with a structured framework based on Abraham Maslow's Hierarchy of Needs. The results of this research use evidence-based design to facilitate important conversations, and provide an organized quick reference checklist of various considerations for library administrators and facility managers as they navigate the world of twenty-first century pedagogy and student learning.     

Early Literacy and the Public Library: An Opportunity of a Lifetime (of Reading)

In this article, author Bill Ptacek says that the future is now, and, at least from the 1970s through today, in the field of early childhood work, the future has come so fast that it is constantly upon us. That reality means that those concerned about young children in libraries have been about adaptation on a continuing basis. In this world of rapid change, innovation is constant: City firefighters come to the libraries in uniform to read stories to children, library outreach specialists take programs to daycare centers in their communities, and staff members create a space in a library devoted to early childhood reading. This tradition of rapid change means that the early childhood staff of most large public libraries in North America is changing for the future on a regular basis. The work unit should be considered seriously as one model for 21st century public library reform.     

高校图书馆发展数字资源馆藏的调查研究

本研究调查了三种不同类型的群体（学生、教师、馆员）对图书馆发展数字资源馆藏的看法。结果显示:高校图书馆应积极发展数字资源馆藏;应加大力度整理网络可检索资源;资料类型是选择电子资源的重要参考因素。分析结果还表明:读者与图书馆员在“获取”与“收藏”、馆藏量大小以及付费利用数字资源等方面的看法有明显差异。     

The level of awareness and understanding of copyright laws and policies among academic librarians in Ghana

Awareness and understanding of copyright laws are critical in the proper administration of copyright in academic libraries. Data from 38 library staff and 4 head librarians was used in a sequential explanatory mixed methods approach to assess the level of awareness and understanding of copyright laws among library staff with regards to balancing user rights with rightsholder rights in academic libraries in Ghana. The data was collected using questionnaires and qualitative interviews. Though awareness of all the copyright laws, which was not influenced by the educational status of staff was high, the level of understanding was lower. Work experience, schedule of work and current position of staff significantly influenced the level of understanding. The generally moderate level of understanding of copyright laws for library staff; particularly for fair use and creative commons licensing, is a worrying development for copyright administration in academic libraries in Ghana.     

Perception of task-technology fit of digital library among undergraduates in selected universities in Nigeria

Digital library has the capabilities of storing various electronic information resources which can conveniently be accessed by remote end-users via computer networks and the Internet. In recent times, Universities in Nigeria have embarked on integration of technologies in their operations for improvement, especially with respect to digitisation of academic information resources. However, with the huge investment committed to establishment of digital libraries in Nigerian Universities, less research has been done on their acceptance and usage from the users' perspective, more especially with respect to the fit of digital library with students' tasks. This study, therefore, investigated task-technology fit of digital libraries in three Nigerian Universities and identified factors influencing use of digital library by the students. Survey design guided the study and a questionnaire was used to collect data from 402 students. The study found a high usage of digital library among the students. A moderate positive correlation and significant relationship was found between the independent variables (task characteristics, technology characteristics, attitude, computer self-efficacy and task-technology fit) and use of digital library. The study validates the TTF model which posits that for an information system to be utilised, it must be a good fit for the tasks it supports.     

英国数字图书馆建设的最新动态与趋势

介绍英国数字图书馆的发展概况、主要建设工程项目以及牛津大学图书馆和大英图书馆数字图书馆的最新发展动态,认为世界图书馆的发展趋势是数字图书馆呈现出国际化发展态势,跨国界、跨地区、跨部门之间的合作与协作将成为数字图书馆建设的主要模式。