Library literature and blogs frequently discuss customer service and user experience in physical libraries and Web sites, but little is said about this mentality toward services for distance learners specifically. This paper takes customer service best practices from well-known thinkers of the business world and makes connections to services for…

Due to a shortage of librarians to teach classes coupled with a growing student body, librarians at East Tennessee State University (ETSU) decided to explore alternative means to deliver instruction. Their charge was to supplement traditional classroom instruction by utilizing ETSU's course management system (Desire2Learn, D2L) to inform students…

Accreditation is critical to the viability of institutions of higher education. Each of the six regional groups that accredit two- and four-year institutions has standards specifically addressing online or distance learning. In general, these standards require institutions to show that distance learners have adequate access to appropriate library…

Current trends in librarianship in higher education have indicated an increasing tutoring role for librarians in the online environment. This article examines how the role of the e-tutor is outlined in selected online learning literature before progressing to examine the implications for librarians of fulfilling the demanding e-tutoring role by…

This paper takes a look at how one academic health sciences librarian brought mediated literature searching to the distance RN to BSN nursing students. It takes a look at why Adobe Connect was the webinar software that was selected to deliver online instruction to the students. The article explains how students participated in a pre-class survey…

Two members of the library faculty at Seton Hall University teamed up with a respected professor of mathematics and computer science, in order to create an online course that introduces information literacy both from the perspectives of the computer scientist and from the instruction librarian. This collaboration is unique in that it addresses the…

Graduate students are a significant segment in online instruction programs, yet little is known about how well they learn the necessary library research skills in this increasingly popular mode of distance learning. This pre- and posttest study and citation analysis examined learning and confidence among students in graduate education programs,…

Distance educators have special library needs. This article discusses the results of a library needs assessment of distance instructors at the University of Wyoming. Access to resources, use of library instructional services, barriers to distance library use, and perceived gaps in service are all addressed. Follow-up actions, based on survey…

The essay presents a quasi-case study of one academic librarian's experience as an embedded librarian in multiple online courses over a five-year period. Technology used included chat, email, and a librarian question-and-answer bulletin board inside an eCollege course management system, and a dedicated-use ElluminateLive! virtual training room for…

As technology continues to advance, libraries in Europe and America continue to improve upon their virtual reference services by employing new Web technologies and applying them to existing services. West African academic libraries have begun providing resources electronically to their users but still typically lag behind in the services they…

This paper discusses the LaGuardia Community College Library's launch of a fully-online one-credit research class. The authors discuss the process for creating the class, from the technical specifications to the pedagogical approach to the course content and delivery. The authors also discuss the challenges of providing a fully online class to…

In order to reach distance students in times of financial uncertainty, librarians must be creative. While much has been written about Camtasia, Captivate and Jing tutorial software, Adobe Presenter, a Microsoft PowerPoint plug-in, has not been discussed. This article describes how our library team created multimedia tutorial projects at Idaho…

The Internet and the World Wide Web have influenced the new approaches taken in teaching and learning at institutions of higher learning. The nature of the courses offered, the geographical spread of the teaching sites as well as the diverse and distributed student population are the catalysts for the changes. These non-traditional, or distant…

Reference service via instant messaging (IM) has significant potential to benefit distance learners. There has been wide experimentation with IM to expand reference services in libraries across the US, with mixed results. Concern has been expressed that IM cannot provide the same reference experience as face-to-face interactions. One academic…

Student success is influenced by their ability to access, evaluate, and use resources. Traditionally, academic librarianship has provided students with these information literacy skills. The increase in distance learning options has created the need for libraries to provide both reference services equitable to those available onsite and access to…