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…

Providing successful library services requires efficient and effective communication with users; therefore, it is important that content creators who develop visual materials understand key components of design and, specifically, develop a holistic graphic design process. Graphic design, as a form of visual communication, is the process of…

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…

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…

The New Media Consortium's "Horizon Report" for higher education cites games and gamification with a time-to-adoption of two to three years. The use of digital games is almost ubiquitous in social media and is swiftly gaining popularity in other industries as well. Many in higher education have embraced gamification due to its…

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…

This article describes a project designed to raise the awareness of policymakers about the importance of information literacy to achieve societal goals. Issues benefit from the governmental support, prioritization, mandates, and funding that can result when there is policy behind them. Studies indicate that many people lack the ability to draw on…

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…

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.…

Public services librarians are often in the position of training patrons how to use technology. They adopt new technologies such as discovery layers, link resolvers, subject guides, virtual reference services, OPACs, content management systems, and institutional repositories to provide access to materials and facilitate collaboration, but…