Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

The Oregon State University Valley Library has been open 24 hours per day, five days per week, during regular academic terms since 2010. The authors collected survey data during 2012 to explore how students used the hours and whether they perceived that the provision of 24/5 hours contributes to their academic success. Nearly 90% of the…

In the age of self-checkout machines and entire television networks devoted to do-it-yourself home improvement projects, the DIY ethic seems to be around to stay. The desire to be self-sufficient and use one's time more efficiently is hard to pass up, especially for busy academic librarians. This column is devoted to resources that not only…

Today's electronic information landscape is growing exponentially with no signs of slowing. This poses a significant challenge for academic libraries. Librarians must continually learn and adapt to harness this explosion of resources. To fulfill their claim as the leaders in the information field they must be effective in providing access and…

Graduate students are taking big steps and stretching themselves, whether returning to school midpoint in their lives, taking classes on unfamiliar topics, or starting internships and trying to put theory into practice. Who better to offer advice to these graduate students than America's favorite hilarious, morally ambiguous,…

The Authors@UF program series emerged to showcase the scholarship and creativity of faculty, creating an intellectual forum within the academic library, and providing informal, extra-curriculum, academic engagement between students and faculty outside the classroom. This article identifies steps to launch an author program, and considerations in…

Some librarians embrace discovery tools while others refuse to use them. This lack of consensus can have consequences for student learning when there is inconsistent use, especially in large-scale instruction programs. The authors surveyed academic librarians whose institutions have a discovery tool and who teach information literacy classes in…

Open access textbooks (OATs) and educational resources (OERs) are being lauded as a viable alternative to costly print textbooks. Some academic libraries are joining the OER movement by creating guides to open repositories. Others are promoting OATs and OERs, reviewing them, and even helping to create them. This article analyzes how academic…

This case study shares the experience of building an in-house faculty publications database that was spearheaded by the Touro College and University System library in 2010. The project began with the intention of contributing to the college by collecting the research accomplishments of our faculty and staff, thereby also increasing library…

Information anxiety is a serious issue that has the potential to hinder the success of a large percentage of the population in both education and professional settings. It has become more prevalent as societies begin to focus more on the value of technology, multitasking, and instant information access. The majority of the population has felt, to…

Professional development is, in essence, a form of lifelong learning, and as such, can be viewed within the context of pedagogical concepts. More specifically, professional development is a process that builds on the experiences of the professional through assessment and reflection. The library as an organization acts like a teacher or instructor…

Connectivism is an emerging learning theory positing that knowledge comprises networked relationships and that learning comprises the ability to successfully navigate through these networks. Successful pedagogical strategies involve the instructor helping students to identify, navigate, and evaluate information from their learning networks. Many…

Just as academic gaming in general cannot be limited to any one topic or genre, the "Public Services Quarterly" Internet Resources column is not limited to a single entry on gaming and gamification in libraries. Public services librarians interested in designing their own games have many successful examples to draw from. The previous…

The Future Voices in Public Services column is a forum for students in graduate library and information science programs to discuss key issues they see in academic library public services, to envision what they feel librarians in public service have to offer to academia, to tell of their visions for the profession, or to tell of research that is…

On the Stony Brook University campus, there is literally a highway that divides the general academic side of the campus from the health sciences and hospital side. For more than 40 years, the Health Sciences Library and the University Libraries had been administered separately with different directors, budgets, staff, and organizational cultures.…