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1.
ABSTRACTThis 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. 相似文献
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Brian Bunnett Andrea Boehme Steve Hardin Shelley Arvin Karen Evans Paula Huey 《Journal Of Access Services》2016,13(2):66-79
ABSTRACTA sharp decline in the number of reference queries prompted the library administration at Indiana State University to begin a project to combine the circulation, reference, and IT desks to reduce staffing at a new consolidated service point. All faculty and staff in the reference/instruction and circulation units participated in the project. The new arrangement and subsequent removal of librarians from routine desk duties have expanded instructional opportunities, consistent with the university's goals. Project participants plan further assessments to better determine the impacts of the new service arrangements. 相似文献
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ABSTRACTAs libraries of all types and sizes continue to re-envision themselves to remain relevant in a rapidly changing information landscape, the single service point is visible evidence of this effort. In a complex environment, combining formerly disparate functional or service units is for many libraries both an innovative and effective way to manage resources and services. It is the intent of this overview to look beyond these issues to find similarities in theme and application that may be useful for those considering implementation of a one-stop model. 相似文献
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Mary Ann Venner 《Journal Of Access Services》2016,13(2):101-111
ABSTRACTThis article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed. 相似文献
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Laura Galas Sider 《Journal Of Access Services》2016,13(2):91-100
ABSTRACTThis article describes the planning process and implementation of a single service point at Yale University's Sterling Memorial Library. While much recent scholarship on single service points (SSPs) has focused on the virtues or hazards of eliminating reference desks in libraries nationwide, this essay explores the ways in which single service points can improve the patron experience by bringing together circulation, information services, and library privileges. It begins with an overview of the process at Sterling, including the library renovation that enabled our transition. After laying out the planning, training, and implementation phases of the single service point, the essay presents the major issues with which SSPs must contend (staff expertise, integration within the library, and designing a space to suit both staff and patrons) and considers the potential of such service points to improve library services. 相似文献
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Ryan Litsey Susan Hidalgo Kaley Daniel Julie Barnett Amy Kim Shannon Jones 《Journal Of Access Services》2015,12(1-2):31-41
The academic library, given its often privileged position on campus, is the information source that can include directional as well as general campus facts among the myriad of print and e-resources for reference. Also, an academic library's audiences can be quite varied and include prospective students or parents seeking more general knowledge of the building and the campus. Many times this need for information drives patrons to the library service desks. Sometimes, especially during the high-demand seasons of new student orientation and beginning of the fall semesters, the desk is so busy that many patrons will leave because they don't have the time to wait. To address this immediate need for information, Texas Tech University Libraries developed an interactive kiosk to provide general information for frequently asked questions in a more efficient, creative, and interactive way. The kiosk provides a fun method of satisfying a patron's information needs without the requirement of a staff member or the need to wait in line for help. The kiosk is available as long as the Library is open and provides a variety of useful answers to general questions, as well as facts about the Library. 相似文献
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Lauren Laskowski 《Journal Of Access Services》2016,13(3):151-158
Building usage statistics are vital for supporting causes of funding, space, and staffing, but they can be cumbersome and costly to track and cull for useful data. Institutions already using Google Drive and its apps can implement a free solution to greatly reduce the amount of time and labor involved in utilizing this metric. Google Forms and Google Sheets allow the Binghamton University Libraries to easily and accurately collect gate counts for four separate locations, using automatic calculations to maintain up-to-the-hour reporting ability. With the support of these data, the Libraries are able to support decisions regarding resources, staffing, and hours of operation. 相似文献
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《图书馆管理杂志》2013,53(3-4):61-121
Abstract Library Distance Learning Services (LDLS) at Michigan State University was developed in 1993 as a result of the campus-wide adoption of a decentralized model for services to our off-campus population. With its “high-tech, high-touch” philosophy, LDLS has taken on increasing responsibilities in information delivery and triage through increased use of its 800 line, e-mail and Web technologies. 相似文献
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《Journal Of Access Services》2013,10(1):211-219
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. 相似文献
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《Journal Of Access Services》2013,10(1):5-24
Abstract Access services in libraries has a brief, but dynamic history and will have a vibrant future. It is time to assess accomplishments, but also to look ahead. Ten questions on general topics related to the origin, evolution and future of access services were posed to five members of the editorial board of the Journal of Access Services. Among them are represented a variety of perspectives, experiences, and expertise. They are, in the order of their responses as listed in the text: Mary Anne Hansen (MAH), Jakob Harnest (JH), Virginia Steel (VS), Joan Ellen Stein (JES), and Pat Weaver-Myers (PWM). 相似文献
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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. 相似文献
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Elena Carrillo 《Journal Of Access Services》2019,16(1):21-33
After 40 years under one manager, the Circulation Department at the Richard J. Daley Library was long past due for a change. The challenge of reorganizing included interesting and interrelated aspects: changes to workflows and assignments, moving staff and functions inside the department and across departments, and a deep dive into the culture to which staff had become habituated. Managers eliminated redundancies and increased services, effectiveness, productivity, and joy. This case study is a testament to how successful change happens with patience, respect, and a willingness to be flexible. 相似文献
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《Medical reference services quarterly》2013,32(2):31-51
Librarians at the Onondaga County Public Library in Syracuse, NY, conducted a study to assess the quality of their consumer health information services. They sought to evaluate the accuracy and currency of the medical information provided and to determine if they were able to distinguish an informational from a judgmental question. Patron characteristics and types of questions are analyzed. Several physicians served as evaluators regarding the accuracy of the information provided. The results indicate that the service is of a high quality and that public librarians are successful providers of health information. 相似文献
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Mari Cheney 《Public Services Quarterly》2020,16(3):206-211
AbstractThis article is written by Mari Cheney, Assistant Director, Research and Instruction at Boley Law Library, Lewis & Clark Law School. She holds a MLIS from the University of Washington and a JD from American University, Washington College of Law.This article enumerates challenges that hearing-impaired law library patrons may encounter when using the library and its resources, and ways academic librarians can increase accessibility. 相似文献
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Susan Jane Heron Betsy Simpson Amy K. Weiss Jean Phillips 《Cataloging & classification quarterly》2013,51(1-3):139-155
The eleven state universities of Florida have long shared an integrated library system architecture, but maintained separate databases. In 2009 the deans and directors of the eleven state university libraries tasked the three largest libraries to investigate the feasibility of combining all catalogs into a single bibliographic entity. With the help of a central automation group, the three successfully negotiated the fine line between sharing data and retaining the unique work created by each of the three libraries. The groundwork laid in this initiative should prove valuable to other libraries seeking to centralize functions and pool resources. 相似文献
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Stephen P. Buss 《The Reference Librarian》2013,54(4):265-271
With the continuing development of web resources and Internet search utilities, the role of reference services is changing in the modern library. Traditional ready reference is in decline, but the need for broad-based research support will continue for the foreseeable future. As librarians adapt to the evolving research environment, libraries are experimenting with alternative models of reference services. Far-reaching calls to adopt one model or abandon another, such as the traditional reference desk, are off target given that each library must adapt to its own local situation and determine how best to serve its constituents. 相似文献
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《Journal Of Access Services》2013,10(4):89-96
Abstract In 1991, the University Libraries of Northern Illinois University implemented a revised policy for renewals of library materials. Various system, staff, and patronrelated concerns required the access services department to adapt to immediate demands, then to seek longterm solutions. This case study examines the initial impact of the new policy, corrections, and new procedures that were adopted over time. It also examines ongoing issues related to renewals policy. 相似文献
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