Is the Medium the Message? Examining Transactions Conducted via Text in Comparison with Traditional Virtual Reference Methods

Texting is a widespread mode of communication and libraries are experimenting with it to interact with users. This article presents the results of a study on virtual reference service. The authors seek to determine whether or not the texting service is filling a different information need than chat and email by examining the level of difficulty and the topic of questions using these different methods of communication. Findings indicate a marked difference between the type and complexity of questions sent via text and traditional forms of virtual reference, and suggest that texting fills a complimentary role in relation to other traditional virtual reference communication channels used within libraries.     

Opportunities for Real-Time Digital Reference Service

Summary

This article explores the opportunities that real-time digital reference service can offer to a variety of library settings from the independent public library to the large multi-campus university or the multi-national corporation. There are many occasions when a real-time digital reference service will be the optimal solution for a portion of a library's reference service. The authors' goal is to offer their original ideas, and examples from the literature, that will stimulate thought about real-time digital reference services that could be offered by your libraries. The numerous ideas and examples should provide the reader with workable methods for extending the reach of reference service to under-served populations.     

When the Walls Came Tumbling Down: The Development of Cooperative Service and Resource Sharing in Libraries: 1876–2002

SUMMARY

This article will look at the historical development of cooperative service and resource sharing in libraries. Interlibrary Loan, union catalogs, library consortia, and electronic reference, have all impacted library work in the past century. The dissolving of walls is one of the main themes of library history in the 20th century. The developments of these years has clearly put the ability to use both human and institutional resources at the heart of contemporary library service. In looking at how this came to be, this article will examine developments in societal infrastructure and technology that made cooperative schemes both possible and economical. This article will also discuss how these developments have forced libraries to consider cooperative ways to respond to their primary service function. Lastly, conclusions will be drawn about how the emerging cooperative environment is changing the educational role of the librarian.     

Balancing Statewide and Local Digital Reference Service

Abstract

As digital and chat reference services become established as another way to do business, many libraries juggle the delivery of consortial and local virtual reference services. Balancing services without overtaxing staff and resources presents a number of challenges. How, for example, do libraries staff more than one chat reference service in addition to traditional services? Or more critically, how are subject specialists used to their greatest advantage in a multi-type library service? This article explores the benefits and issues of offering service at the statewide and local level based on OSU's experience and describes how OSU responded to these issues.     

From IM to Collaboration

Abstract

As library service providers for distance learners, we are constantly searching for ways to assist them in their use of library resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years and many libraries offer such services, as a medium-sized institution, Emporia State University took some time to move into providing such a service on a formal basis. Several issues, including staffing and funding, delayed entrance into this arena. It was not until a collaborative academic reference venture among several academic libraries in the state was proposed that the ESU library was able to offer this service. Advantages and disadvantages of the collaboration will be discussed, as well as lessons learned that can be applied to any collaborative project.     

E-Mail Reference Evaluation

Abstract

E-mail reference has been utilized as a reference tool in academic libraries since the early 1980s. Today it is one of the most common media for providing digital reference service. An important aspect of providing any service is evaluating users' satisfaction levels with that service. Users of the Ask-A-Librarian e-mail reference service at a large academic library over a ten-month period voluntarily completed a seven item web-based questionnaire. The results indicated that the majority of respondents were satisfied with Ask-A-Librarian overall. This paper discusses how the library used the survey results to improve the existing service, and to implement a new one-chat reference. Reference service providers should not only ask users for feedback on existing services, but also should include them in the planning and design phase of new services. In doing so, they demonstrate their commitment to providing adequate and appropriate services to their patron community, and ultimately can save their institutions time and expense.     

Aligning Assessment to Organizational Performance in Distance Education Service Delivery

ABSTRACT

This article seeks to provide an understanding of the issues in and possible steps of aligning the library's assessment processes to distance education service delivery. Through a review of the literature and current practices, the researcher sought to identify the need and value of aligned performance assessment processes for libraries, the primary contributing alignment factors affecting the library assessment process, and potential benefits of improved alignment of the assessment process for libraries in aligning assessment to the distance education services provided to customers. The results of the review suggest that libraries can improve the reporting and value of their assessment processes by improving the alignment of their assessment processes to distance education service delivery in 2 ways: internally through the use of consistent and innovative processes, metrics, and culture within the library and externally by embracing the alignment factors and available technologies of the library's service environment. The library must progressively elevate the alignment of the library's assessment processes from the traditional internal nonalignment of assessment to the total internally–externally integrated aligned assessment. This article concludes with a conceptual model of aligning library performance assessment to distance education service delivery for the effective reporting of library value and performance to stakeholders.     

Costing Reference

Abstract

The Assessing Quality in Digital Reference project is a first step toward understanding the cost of digital reference services in libraries. This article presents three measures isolated by project participants as being most useful for their immediate needs: total cost of providing digital reference service, the cost of digital reference service as a percent of the total reference budget, and the cost of reference as a percent of the total library or organizational budget. In addition, it reviews selected outstanding issues in the ongoing question of how to determine the cost of reference services in libraries and offers direction for further study toward a general cost model for information services.     

Meeting the Needs of Avid Book Readers: Access,Space, Concentration Support and Barrier Mitigation

Contemporary libraries perform multiple roles that greatly expand the scope of traditional service and resource provision. In order to determine how libraries can best meet the needs of avid book reading clientele, more needs to be known about their preferences of access and space, as well as barriers to their concentration and performance of sustained reading. Findings from the 2015 International Study of Avid Book Readers suggest that libraries should offer comfortable and quiet spaces conducive to reading for pleasure, that are responsive to the time, cost and concentration barriers that avid readers face, and not assume that avid readers will easily adapt to library environments with elevated noise levels.     

Selling the Library from the Reference Desk

Abstract

Many library directors and administrators spend a significant portion of their time attempting to market the library and its services. Getting patrons into the library and keeping their business is an integral part of the day-to-day management of the library. This mission, however, is not always effectively passed on to the front lines to the one group of people who face the patrons on a daily basis -the reference librarians.

This article will show how the library's service points can be used as marketing tools; outline what librarians and public service staff should know about their library; and discuss ways in which reference service librarians can help further the library's marketing and public relations goals.     

Providing Reference Services for Young Adults

Summary

With more resource-based learning, libraries have become central in adolescent academic lives. School and public librarians play unique and overlapping roles in providing students with informational needs. School librarians, as educators, work with classroom teachers to design meaningful lessons that draw upon available resources. However, school librarians cannot work independently of public librarians, especially reference specialists. While school libraries focus on tools that support the curriculum, public libraries offer references for broad public use. Ideally, public and school libraries coalesce for collection development and service coordination. This article discusses issues and opportunities for school-public library partnerships and coalitions to benefit teens.     

A VIEW OF THE FUTURE OF LIBRARY NETWORKING

Future developments in library networks will include growth of computer-based networks in number and variety of libraries, in use of v'arious subsystems, and in size of databases used. Services provided by on-line systems will expand to include improved subject access, on-line catalogs, serials lists and inventory control, acquisitions functions, interlibrary lending, circulation, and reference services. Additional services will include home delivery of information, text transmission, home-computing support, library management systems, and interface between bibliographicutilities. Increasing interaction is breaking open the artifical compartments in which libraries and librarians have seen themselves. The demands placed on library personnel in network development will need continued exercise of skill, knowledge, and integrity as the collective common sense works for the common good.     

Addressing the Needs of the Homeless: A San José Library Partnership Approach

Describes an urban joint-use library's approaches to library programs for homeless children, teens, and adults as well as agencies the library could partner with. Proposes that libraries put more effort into reaching out to the homeless community instead of assuming the normal expectation that people will come to the library.     

The Evolution of GIS Services within North American Academic Libraries: Documenting Change through the Decades (1995–2016)

This review was conducted to identify articles written about Geographic Information Systems (GIS) services offered in the United States (US) and Canadian university and college libraries. In the early 1990's, the Association of Research Libraries (ARL) GIS Literacy Project, in partnership with Environmental Systems Research Institute (ESRI), helped enable ARL member libraries to create GIS services within their libraries. By the mid to late 1990's, librarians from academic institutions began to write articles that discussed how their library developed GIS services and the components involved with operating a GIS service. Writing about GIS services in academic libraries continued on into the 2000's and 2010's. This review of the literature will document the areas of staffing, service, technology, and data provision for GIS service units from three decades (1990's, 2000's, and 2010's).     

Where's the value? The worth of public libraries: A systematic review of findings,methods and research gaps

Existing research argues that studies of the value of public libraries support libraries by demonstrating their worth to society. Knowledge of research methods, value and research gaps can potentially strengthen the field of value research and support policymaking and development of libraries. Among 16,683 records retrieved from a systematic literature search, 39 studies were selected for systematic review within this topic. Findings indicate that studies focus on examining libraries as valued community assets in several aspects. It is recommended that further research explore how library services enhance democracy, reading and culture. Moreover, further research is needed that systematically reviews how libraries articulate their value to stakeholders. Concluding remarks state that value can be a robust measure for emphasising and developing libraries' worth towards society. By systematically reviewing how value is emphasized in activities, libraries are provided with the means to advocate political empathy and to develop towards community needs.     

Supporting User Needs and Skills to Minimize Library Anxiety:

Academic reference and instruction librarians are commited to providing excellent and appropriate service to their library users. However, the increasing diversity of users in today's academic libraries, coupled with the overwhelming amount of information available in a variety of formats, often form barriers which prevent users from feeling sufficiently comfortable in approaching the reference desk to ask for assistance. Guidelines are suggested for use by academic librarians in evaluating facilities, services and staff in their libraries to assess their effectiveness in welcoming users and validating their information needs.     

Community Cooperation in Reference Service via a Librarians' Liaison Committee

Busy reference desks in academic libraries have more than enough to do to try to meet the information and reference needs of the students, faculty and staff in their own institutions. Any college or university library, however, that is located in an urban or suburban environment will undoubtably face a demand for service from high school students and their teachers, particularly in locations where increased emphasis is placed on research and independent study in the secondary school curriculum. The University of Waterloo Library responded to this need by working cooperatively with secondary school libraries and public libraries in the community through the creation of a Librarians' Liaison Committee. The ongoing work of this committee has resulted in the delivery of a highly successful service to this segment of the local population.     

Examining Undergraduate Students' Priorities for Academic Library Services and Social Media Communication

Academic libraries can effectively plan and market their services by identifying the value users perceive in their services and in their social media communications about those services. This study reports on findings of a survey of 104 undergraduate students in information technology courses at a large research university. Results of an ordered logistic regression analysis indicated that students considered access to information and computer resources and study support services as the most important library services offered. Likewise, students perceived library social media postings related to operations updates, study support services, and events as the most useful. Future related research will investigate the needs and priorities for library services of other key user populations of academic libraries, such as graduate students and online students, to assemble service repertoires that are tailored to individual user groups. In addition, future research will examine whether and how libraries can use the analysis of users' engagement with a library's social media postings to inexpensively gauge the value they perceive in library services.