Since the late 1970s, the access services librarian or equivalent position has become commonplace in academic libraries, and degreed professionals have been sought for these positions since the beginning. In 2009, David McCaslin, California Institute of Technology, examined the place of access services in American Library Association-accredited…

In the summer of 2012, the University of Arizona Libraries implemented an online training program to effectively train Access Services staff and student employees at a large academic research library. This article discusses the program, which was built using a course management system (D2L) and various e-Learning software applications (Articulate…

In 2011 the University of Wollongong Library undertook a significant review of its Resource Sharing services. This was prompted by constraints in the systems supporting this service, changes to the Library's key suppliers, Infotrieve Australia and the British Library Document Supply Service, and the need to deliver effective library services…

As access services emerges as a discrete discipline within the field of librarianship, opportunities for access services librarians to meet and discuss the issues facing today's libraries continue to grow. One annual meeting that has attracted less attention over the years is the Ivies + Access Services Symposium. Held at various member…

This article serves as a primer for assessment and evaluation design by describing the range of methods commonly employed in library settings. Quantitative methods, such as counting and benchmarking measures, are useful for investigating the internal operations of an access services department in order to identify workflow inefficiencies or…

The Main Library Service Desk is a one-stop academic help center located between a newly renovated student-focused space called the Learning Commons and the library collections. Services began with the first day of classes, August 26, 2013, and assessment has been ongoing, in part due to the availability of data. Staffing levels, staffing hours,…

In response to a charge from the library administration, the Circulation Committee of the Harold B. Lee Library at Brigham Young University designed and implemented a thorough assessment of circulation policies. Using multiple assessment methods including surveys, focus groups, and statistical analysis, the committee determined that the…

Generating, collecting, and analyzing building usage statistics can greatly increase the ability of an access services unit to meet the changing dynamic of patron needs in an academic library. By analyzing three different data points, the Access Services Unit in Malpass Library at Western Illinois University was able to determine the most…

This article describes the process and role frontline access and public service staff play in needs assessment and evaluation of user services, specifically in understanding the voice of the customer. Information includes how the University of Arizona Libraries have incorporated daily data collection into the strategic planning process, resources…

Too frequently, and often too late, academic librarians learn of patron experiences involving problem patrons, misdemeanor criminal activity, or poorly secured areas. Regrettably, these experiences can irrevocably diminish perceptions of access to the vibrant learning spaces and services offered by our institutions. This article assesses the…

While trying to access microform content, patrons at the Christopher Center for Library and Information Resources at Valparaiso University were often hampered by unfamiliar equipment, temperamental software, and a puzzling file management system. In an effort to address these problems, the Access Services Department launched a pilot program for…

This article presents an interview with Karen Glover of Georgia Tech, a key person behind the planning of the Access Services Conference held last fall, and now going into its second year. Glover started working in libraries as a part-time library assistant at her local public library during her high school years. She later became a Circulation…

Many libraries have disaster recovery plans, but not all have prevention and action plans to prepare for an emergency in advance. This article presents the author's review of the prevention and action plans of several libraries: (1) Evergreen State College; (2) Interlochen Public Library; (3) University of Maryland, Baltimore-Marshall Law Library;…

Even though Material Bookings modules have existed in some form for over 20 years, studies remain curiously absent from the literature. In an effort to begin this dialogue, a case study of implementing Innovative's Material Bookings module at the University of Nebraska at Omaha's Criss Library is presented. A survey assessing user satisfaction and…

Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable levels of service across campus. Developing a customer service program was a logical next step to reinforce the ongoing…