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Using online Instant Messaging tools to provide virtual reference services to users in HE and FE. Includes results of surveys from practitioners.
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How evolving access needs for research is redefining the library role - Jisc ...Jisc
The document discusses the evolving needs of library access and how this is redefining the role of libraries. It explores opportunities and challenges related to off-site access through a survey of librarians' experiences. Key findings include that demand for remote access is growing but also creating user experience challenges as systems struggle to seamlessly support access from varied locations. The document considers how seamless access could mean single sign-on access to resources from any location without barriers.
The document discusses trends that will impact the future of libraries and reference services. It examines 23 trends, such as an aging population, the sharing economy, drones, makerspaces, and the internet of things. The document suggests libraries may need to change reference services to address these trends. This could include providing more remote services using technology, expanding instructional roles, and curating information to help the community understand current issues. The goal is for libraries to meet evolving community needs and remain relevant.
Open Discussion: Rethinking Resource Sharing Initiativekramsey
This document summarizes an open discussion at the NELINET Annual Resource Sharing Spring Meeting about rethinking resource sharing initiatives. The discussion focused on identifying trends impacting resource sharing, understanding user needs, overcoming barriers to a more user-centric approach, solutions libraries have adopted, and steps individuals can take to help move their library toward more user-centered services.
Benefits of Patron Centered Electronic Resources ManagementRachel Becker
Instead of focusing solely on what is technically possible in library electronic resources management include usability and patron viewpoints in your workflow.
Using SPOL's Faculty Credentialing Module to Improve Institutional Practices ...Blinn College
Strategic Planning Online (SPOL) features a Faculty Credentialing Module which streamlines the credentialing and reporting process for colleges and universities, particularly relative to SACSCOC accreditation.
The document discusses digital reference services provided by libraries. It defines digital reference as reference services provided electronically over the internet through means like email, web forms, and chat. The rise of digital reference is due to more people accessing library resources online and needing information anytime, anywhere. Digital reference aims to identify user needs, develop search strategies, and satisfy users with authoritative information. It allows remote access and expanded service hours. Common forms of digital reference include email, web forms, chat applications, instant messaging, and video. Libraries must train staff, design interfaces, test services, and address legal and quality issues to effectively provide digital reference.
Using online Instant Messaging tools to provide virtual reference services to users in HE and FE. Includes results of surveys from practitioners.
Delivered at the Innovation and Development Fund conference.
How evolving access needs for research is redefining the library role - Jisc ...Jisc
The document discusses the evolving needs of library access and how this is redefining the role of libraries. It explores opportunities and challenges related to off-site access through a survey of librarians' experiences. Key findings include that demand for remote access is growing but also creating user experience challenges as systems struggle to seamlessly support access from varied locations. The document considers how seamless access could mean single sign-on access to resources from any location without barriers.
The document discusses trends that will impact the future of libraries and reference services. It examines 23 trends, such as an aging population, the sharing economy, drones, makerspaces, and the internet of things. The document suggests libraries may need to change reference services to address these trends. This could include providing more remote services using technology, expanding instructional roles, and curating information to help the community understand current issues. The goal is for libraries to meet evolving community needs and remain relevant.
Guidelines for Virtual Reference Services SummaryKim Reed
This document provides guidelines for establishing and maintaining effective virtual reference services. It defines virtual reference as reference services initiated electronically without the user being physically present. The guidelines stress that virtual reference requires the same planning and resources as in-person reference, including publishing service hours, staff training, selecting appropriate technology, and establishing privacy and confidentiality policies. Sustainable virtual reference services require ongoing commitment of staff, resources, and technology to meet user needs effectively.
Virtual reference services allow users to communicate electronically with librarians in real-time without being physically present. They can be asynchronous using email or web forms, or synchronous using chat, video conferencing, or instant messaging. Benefits include removing physical and time barriers. Key aspects include the user, interface, electronic resources, and information professional. Services may be provided by individual libraries, collaboratively, or commercially. Evaluation considers outcomes, processes, economics, and user satisfaction to assess quality. Virtual reference services have grown with internet availability and will likely continue expanding users' online access to information.
The document discusses eStudent services at Lorain County Community College. It describes the purpose of eStudent services as providing accessible information and support to promote student success. It outlines the types of services provided, including enrollment, advising, academics, and student affairs. Lorain County Community College provides many eStudent services, such as online tutoring, advising chat, and financial aid resources. However, the website could be improved with a more modern design, consolidated access to all eStudent services, and additional virtual communication options.
Presentation by Christine Yeats for Information Awareness Month 2010 "Referen...NSW State Archives
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The document discusses the importance of voice of the customer (VOC) programs in designing library services to meet user expectations. It defines key VOC concepts like Net Promoter Score, Most-Best-Worst analysis, and the listen-interpret-respond-measure cycle. The library uses various feedback methods and aims to continually improve services based on user input. The goal of VOC is to help the library provide the best possible experience for its patrons.
The document discusses implementing a virtual reference chat service using Meebo at the Virginia Campus Library of George Washington University. It outlines the goals of reaching a wider audience, maintaining quality service through new technology, and promoting the reference department. Statistics show chat services reduce in-person visits. The proposed plan includes learning, experimenting, training, marketing, and trial periods to set up policies, train staff, promote the new service, collect usage data, and refine the process. The first steps identified are communicating with other libraries about their services and getting IT approval.
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lecture presented by Elvira B. Lapuz at PAARL’s Seminar /Parallel Session-workshop on Library and Web 2011 (Holy Angel University, Angeles City, Pampanga, 19-20 August 2010)
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2010 ISAP Conference 2010 Using Internet and Social Media in Immigrant Settle...settlementatwork
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This document provides an overview of digital reference services in digital libraries. It discusses the types of digital reference services, including email reference and real-time reference. Email reference allows asynchronous communication but lacks immediacy, while real-time reference allows quick responses but is more labor intensive. The document also outlines some major digital reference projects and challenges to digital reference services, such as high costs and difficulties with collaboration. Overall, the document examines how reference services have evolved with digital libraries and the internet.
This document discusses effective strategies for marketing electronic resources (e-resources) in libraries. It recommends that libraries provide training to users on how to search and access e-resources as training is one of the most valuable promotional tools. Other suggested marketing tools include brochures, sharing links and passwords, branding materials like pens and t-shirts, and using social media. The document also covers selecting and evaluating e-resources, technical requirements, and challenges associated with marketing e-resources.
This document discusses methods for evaluating and enhancing the user experience (UX) of distance library services through evidence-based assessment. It begins by defining distance learning library services and principles of access entitlement. Usage analytics of guides, Google Analytics, and transaction logs provide quantitative evidence of student needs and pain points. Qualitative evidence from transcripts of virtual reference questions help identify areas of confusion. A mixed methods approach is advocated to understand why and where users struggle in order to improve services and transparency of resources. Librarians are encouraged to listen, observe and evaluate their own services to enhance the UX for distance learners.
Research Services Forum on Access Services 2014Timothy Hackman
Presentation on activities of the department of Resource Sharing & Access Services at the University of Maryland Libraries, February 22, 2014. UBorrow slides created by Hilary Thompson, Access Services Librarian.
The document summarizes the Central Arizona College Library's efforts to implement low-cost services and technologies to better serve students. Facing budget constraints and changing user needs, the library shifted resources to emphasize online journals, ebooks, and services like virtual reference, embedded librarians, and information literacy instruction. These initiatives have increased library usage and engagement with students and faculty at no additional cost.
Guide to Digital and Communication Accessibility in Higher Education3Play Media
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1. The Role Of User Services in 21st Century Academic Libraries Georgia College & State University Milledgeville, GA Anthony J. Adam May 2010
2. What Is User Services? User – anyone who has contact with the library and its personnel, either onsite or remotely Services – the frontline of the library experienced by the user and supported by technical services and the library administration
3. What Makes Up User Services? Reference Services Circulation Services Interlibrary Loan/Document Delivery Reserves Stack Maintenance Collection Development Periodicals Distance Services
5. The Role of User Services The Role of User Services is to provide high quality assistance at all service points, via all forms of dissemination, in order that the user is satisfied.
6. To insure that our users get the best possible service, we must both embrace “the competition” and improve upon it whenever possible.
7. How Do We Do That? Demonstrate to our users that the Internet is not necessarily the final stopping point or the best source for their needs. Provide service of such high quality that users will come to us first, because they trust us to give them the help that they need
9. The Service Ideal Library units are interconnected – if service is bad at one point, users may believe that all units will offer bad service
10.
11. Service = User Satisfaction The level of service correlates to the level of user satisfaction. Users will respond positively to great service, and vice versa.
12. How Do We Assess Ideal Service? Establish “success targets” – What is an ‘acceptable’ level of user satisfaction? Track over time using: Focus Groups In-house Created User Surveys Secret Shoppers Satisfaction Surveys (NSSE, FSSE, LibQual)
18. Can Technology Help? A Virtual Library Help Desk can include Video Reference via Skype, IM, etc. Burst Messaging via Twitter, etc. Keeping In Touch via Facebook, etc. But don’t assume users will embrace the technology!
19. What Does the Future Hold In Store? All libraries will rely on cooperative collection development and document delivery Most reference resources will only be available electronically Users will demand immediate, 24/7 response to their needs More users will request services and materials via remote access Librarians will be information evaluators rather than just processors
20. In Sum…. Service takes precedence over everything – we can have a huge materials collection, but if we turn off our customers because of bad service, they will go elsewhere Users see the library as a single entity – if one unit gives bad service, all units are affected Change is the only constant and is inevitable – keep what is good and toss what is bad
21. The Choice is Ours Satisfied Users Unsatisfied Users