Difficult Library Patrons in Academe

Summary

Difficult patrons have been considered primarily from the perspective of the problem behaviours they present in libraries. Many have attempted to define the problem patron and to provide advice and develop guidelines for frontline public service staff. To understand the difficult patron in academic libraries we need to answer three questions-How well do we know our patrons? Do we unwittingly create difficult patrons through our failure to appreciate their needs? Do we regard patrons as difficult because the way they use libraries and conduct their information research does not match our idea of how it should be done? The answers to these questions suggest that we need to reconceptualize both our patrons and the services we provide. Library staff need to see difficult patrons not as problems but as challenges to the service ideas and standards we hold. A paradigm shift is necessary if we are to reconstruct our beliefs about our patrons, their information seeking behaviours, and the services we provide to meet their needs. Some strategies for developing the skills of library staff to work effectively with difficult patrons are presented.     

Service Blueprinting: A Method for Assessing Library Technologies within an Interconnected Service Ecosystem

ABSTRACT

Service blueprinting is a method for designing, assessing, and improving services. This article provides a practical overview of the service blueprinting process for library technology services. We begin by outlining the recent conversation around library technologies, service design, and service blueprinting. We then detail an iterative case study for the creation process of a service blueprint, followed by a discussion of the service insights and improvements that resulted from this activity. We conclude by offering a set of recommendations for creating and analyzing service blueprints. Ultimately, the service blueprint is a useful tool for understanding the operation of a service, and for situating that service within a broader and interconnected library ecosystem.     

Building a Learning Culture for the Common Good

SUMMARY

Librarians are well positioned to embrace the journey towards a learning culture; we have resources and we have incentive! Teetering on the edge of information technology, libraries are committed to continuous change for the benefit of our customers. To fulfill this promise, staff must keep pace with new technologies, products, and an increasing demand for new services in an environment with shrinking human resources. There is more to learn and less time in which to learn it. This paper describes a proactive, team-based approach used to create a learning culture in one library. Staff act as peer learners and teachers to educate themselves and each other about all aspects of their reference work such as approaches to service, orientation for new members, learning and evaluating new tools, and discussing the development of new services. The whole is greater than the sum–this dynamic, shared learning environment embraces diverse learning styles including discovery, discussion, demonstration, presentation, homework, questioning, and hands-on practice. Analysis of feedback from students and challenging questions at the reference desk grounded the experience and made it immediately relevant and useful. This strategy furthers the goal of the learning organization where members share the responsibility of learning. The outcomes are an enriched collective knowledge and understanding, a sustainable model for continuous learning, social connectivity, and team experience.     

面向知识服务的专业图书馆人员结构差距分析

分析专业图书馆实现知识服务转型的4个主要方面及对图书馆人员结构的需求,包括建设多元化数字资源保障体系、探索面向专业领域的知识服务模式、试验开展集成化知识环境建设、创建柔性灵活的团队与协作机制。结合以国家科技文献中心成员单位为代表的专业图书馆人员队伍结构,分析其人员队伍状况,阐明专业图书馆人员结构与未来发展存在业务布局、专业能力、信息技术水平、组织管理体制等方面的差距。     

学术图书馆发展的趋向分析与思考

从信息环境的网络化、用户需求的知识化、馆藏资源的同质化等方面分析了学术图书馆面临的环境巨变。通过调研国内外学术图书馆发展现状,阐述了目前学术图书馆发展的主要特征,如馆藏资源向纯数字化发展,信息服务向嵌入式知识化发展,信息组织向关联化、语义化和集成化发展,原生信息资源纳入机构知识资产管理范畴,数字图书馆员在科学数据监管中应运而生,SoLoMo成为创建下一代移动图书馆服务的理念。指出学术图书馆的发展趋向是成为以用户为中心的知识服务中心,应构建用户驱动型的知识服务范式、构建全能型的知识管理范式、构建智慧型的图书馆物理场所。同时也指出,为适应未来发展的需要,学术图书馆要倍加重视科技人员的信息需求、以用户为中心的业务布局、信息技术的应用、馆际间的协作共享和馆员素质能力的提升。     

高校图书馆分层次嵌入式教学服务模式研究

文章从服务于教学出发,探索高校图书馆如何以学科馆员为主,嵌入教学环境,为高校中有不同信息需求的人员提供分层次服务,从而创造一种提高教学质量的服务模式.     

高校图书馆学科服务制度体系研究

指出高校图书馆学科服务在实践中存在以下问题:服务定位欠明晰,缺乏长远规划;学科馆员服务水平低、动力不足,服务效果不理想;服务对象满意度低,参与热情不高等。这些问题严重影响了学科服务的价值体现和这项服务的推进。认为造成这些问题的原因是学科服务制度体系建设滞后,学校和院系层面的制度缺失,图书馆制定的相关制度也不完善,致使高校学科服务还停留在初级阶段。针对制度体系建设提出若干建议,期望能为学科服务创造一个良好的发展环境。     

Free or Fee Based Library in the Year 2000

ABSTRACT

With the rapid rise in distance education and online courses, the need to provide effective library services to the faculty and students involved in online courses is vitally important. Traditional services cannot always be transferred easily to the online environment and may need to be modified, or new services may need to be created to meet the needs of online users. This article examines the needs and wants of faculty involved in offering online courses. A Web-based survey was administered to faculty teaching an online course within the past 2 years at the authors’ organization. Faculty were asked a series of questions including their use of current library services, their emphasis on students using library services, and the services and resources they would like the library to provide in the future. Questions for the survey were inspired by LibQual comments received during our 2005 and 2007 surveys as well as comments received from both faculty and students while teaching and participating in online courses. Faculty who took the survey teach in a variety of disciplines and have different experience levels with teaching online courses. Results of the survey will be presented along with inferences from the current literature. The audience will be invited to share their innovative service ideas. Participants will gain ideas for updated or new services to faculty teaching online courses.     

从细微之处看图书馆和谐服务环境的创建

服务细节决定着和谐服务环境创建的成败。文章通过流程、规范、沟通、导示、操作等细节案例,详细地阐述了在读者服务工作中细节是如何影响和谐服务环境的创建。     

Opportunities and Efficiencies in Building a New Service Desk Model

In July 2015, the Health Sciences and Human Services Library (HS/HSL) at the University of Maryland, Baltimore (UMB), merged its reference and circulation services, creating the Information Services Department and Information Services Desk. Designing the Information Services Desk with a team approach allowed for the re-examination of the HS/HSL’s service model from the ground up. With the creation of a single service point, the HS/HSL was able to create efficiencies, improve the user experience by eliminating handoffs, create a collaborative team environment, and engage information services staff in a variety of new projects.     

面向知识服务的领域知识结构研究

由于大数据的时代背景以及不同用户群体间的知识服务需求存在个性化差异的现实情况,本文认为在设计领域知识结构时应充分考虑用户需求和数据动态性的特点,并以此为基础设计了一套可分领域知识结构。首先,本文梳理了大数据时代下知识服务的特点并给出了以用户为主导的领域知识服务模式;其次,根据该服务模式,本文提出了一套从知识服务视角出发的可分领域知识结构;最后,结合领域大数据转化为领域知识的过程给出了该知识结构的构建流程。本文设计的知识结构在方便领域信息库扩充的同时,也从实际问题角度出发满足了用户的个性化需求。     

凝聚传统人文精神弘扬地方特色文化——人文精神在温州市图书馆新馆建设中的体现

温州市图书馆在新馆建设中，通过建筑的内外设计、环境的合理布置，营造了具有地域特色的人文环境与文化氛围，并通过一系列人性化的特色服务，使新馆真正成为充满人文关怀的文化服务窗口。     

Revolution at the Library Service Desk

ABSTRACT

This article will describe how a revolution in customer service provision beginning in 2002 has led to an evolution of library services. When the reference and circulation desks were merged to create a single service point, responsibilities were broadened, core competencies were developed, and staff members were cross trained. In 2005, an analysis of staffing and work patterns demonstrated a need to build upon the original model to better utilize staff and ensure coverage of the desk. Reference librarians were moved to “on call” status, technical services staff were added to the schedule, and core competencies and procedures were refined.     

Designing User-Focused Marketing Culture in Academic Libraries: A Conceptual Outline

ABSTRACT

To design an outline of a user-focused marketing model and its implication in academic libraries is the goal of this article. The determinants for the proposed model were primarily derived from the success factors of customer-focused marketing noted in earlier research, and views and insights from a number of allied constituencies in Bangladesh. Doing this job, the study used exploratory investigation in the form of executive interview, focus group discussion, and questionnaire survey. To examine reliability of the determinants “item-total correlation” was applied. The proposed model shows quality service has been seen as a direct result of the quality of library products, services, and service providers that leads to ensure user satisfaction and loyalty. It also demonstrates how users are the central theme from all functional perspectives of library services. The model emphasizes the quality improvement and operational efficiencies are to be working together to achieve a competitive advantage. The model may help librarians understand how to set the users as the central theme from all functional perspectives of the library services.     

媒介融合时代高校图书馆服务于教育新路径

随着媒介融合时代的到来以及高等教育机制的改革,应用型高校图书馆常规性的资源服务、本地化的创业信息资源服务已难以满足当前应用型高校创新创业教育发展的需求。在全媒体时代、媒介融合的大环境下,应用型高校图书馆要结合学校创新创业的背景、思路、方式、目标及时改变原有的管理模式和管理机制。通过优化馆藏资源、创新服务方式、加强合作、应用新媒介技术等措施构建新的服务体系,为应用型高校创新创业教育的开展,实用型人才的培养提供优质、便捷、精准的信息服务。     

基于网络的企业信息服务业务拓展

作为文献信息中心的高校图书馆应充分利用自己的信息服务功能,开拓信息服务业务,使图书馆在网络信息化时代为我国经济建设发挥更大作用。笔者结合为企业服务的经验,根据企业信息需求特点来构建企业信息服务平台,其主要内容包括企业专题信息网站、网上参考咨询系统、文献传递服务系统。     

论图书馆泛在服务模式实现的路径和方式

针对泛在知识、泛在网络、泛在智能环境下用户需求的变化,提出必须从基于物理图书馆的传统服务转变为基于用户的泛在服务,通过建立泛在图书馆、手机图书馆、电视图书馆、图书馆服务联盟、图书馆服务体系等路径实现泛在服务模式,并在此基础上开展融入用户工作环境、融入用户学习环境、融入用户日常生活等多样化和多元化服务,使用户处于图书馆服务无处不在、无时不有的环境之中。     

Do-It-Yourself Assessment

Abstract

Libraries have walls. Recognizing this fact, the Interlibrary Loan Department at Virginia Tech is creating systems and services that enable our customers to reach past our walls at anytime from any where. Customer in-reach enables Virginia Tech faculty, students, and staff anywhere in the world to obtain information and services heretofore available only to our on-campus customers. ILLiad, Virginia Tech's interlibrary borrowing system, is the library strategic system that attains this goal. The principles that guided development of ILLiad are widely applicable.     

数字图书馆的读者服务模式

未来数字图书馆的读者服务模式应是以用户为中心的集成化、多元化服务模式。其中包含两层意思 :一是按用户需求提供信息服务 ,即“用户驱动”的信息 ;二是按照用户的特点来组织信息资源 ,创建个性化的信息环境。图 2。表 1。参考文献 6。     

高校图书馆服务地方企业的SWOT分析

利用SWOT方法,对高校图书馆服务地方企业进行深入分析,在分析的基础上,指出高校图书馆服务地方企业的主要策略:定期调研企业信息需求,建立与企业合作的长效服务机制;积极构建或加入区域图书馆联盟,提高资源保障与服务质量;开发利用馆藏特色资源,面向企业开展个性化特色服务;充分利用新技术,为企业用户提供便利的信息服务环境。