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Descriptors:
Academic Libraries; Reference Services; Information Science Education; Librarians; Library Schools; Library Services; Electronic Libraries; Computer Literacy; Internship Programs; Volunteers; Computer Mediated Communication

Abstract:
The ability to navigate the vast ocean of available information and perform reference services in digital environments is an essential component of the job for most of today's reference librarians, especially those working in academic libraries. Reference librarians face a challenge: they must be highly skilled at searching for, locating, and interpreting information in a constantly changing landscape of online databases, catalogs, and free Web technologies while also possessing the skills to be competent instructors and being personable enough to interact face-to-face. Library schools contribute to some foundational skills that a librarian builds, but digital competency is built through longer term on-the-job or internship training. That is why to be competent at their jobs, today's librarians must seek out opportunities to foster and build upon the skills learned in their library programs. One way to build these skills early in a librarian's career is to intern or volunteer at a reference desk. New York University, which partners with Long Island University's Palmer School of Library and Information Science, takes the experience of the physical reference desk and brings it into the digital realm with guided mentoring in their virtual "chat" reference program. In this article, the author discusses her experience with the program and the ways in which it improved her competency as a reference and instruction librarian. (Contains 1 table.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Public Libraries; Foreign Countries; Reference Services; Electronic Mail; Computer Mediated Communication; Library Research; User Needs (Information); Questioning Techniques; Content Analysis; Investigations; Classification; Cluster Grouping; Information Seeking; Problem Sets; Qualitative Research

Abstract:
In Japan, only a few public libraries provide e-mail reference services. To help public libraries start e-mail reference services, the authors investigated reference questions received by libraries via e-mail and traditional face-to-face services. The authors found that research questions are more frequently observed among e-mail questions and questions about the local area are slightly more frequently observed. Librarians who are planning to start e-mail reference services should be aware of these tendencies. (Contains 10 tables.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Academic Libraries; Foreign Countries; Reference Services; Librarians; Minimum Competencies; Skill Analysis; Librarian Attitudes; Knowledge Level; Library Research; Professional Education; Online Surveys; Educational Needs; Needs Assessment; Job Skills

Abstract:
A survey of New Zealand academic subject/reference librarians was conducted in mid-2011 to identify the most highly valued knowledge, skills and competencies of reference librarians working in libraries in the tertiary sector. The project was part of an international collaborative project involving 13 countries. The results from New Zealand show that serving academic library customers requires not only traditional "reference" skills, but also skills in customer service, technology support, and training. Good communication skills were also rated highly by respondents, and the high value placed on adaptability/flexibility shows that most respondents expect their roles to continue to change in the next decade. Software troubleshooting skills were also considered important. The results also suggest that traditional paper-based reference sources are expected to become much less important than online ones. There is also a shift towards using social media to interact with customers, and a focus on building sustainable relationships. (Contains 3 figures and 3 tables.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Vocational Education; Foreign Countries; Verbal Communication; Reference Services; Librarians; Online Surveys; Academic Libraries; Higher Education; Information Technology; Library Science; Information Science; Partnerships in Education

Abstract:
A survey of Australian academic reference librarians was conducted as part of an international collaboration seeking to identify the most important knowledge, skills and attributes now and for the next ten years. Librarians working in or managing reference-related services at university and vocational education and training institutions participated in the online survey. Their responses indicate that a core professional skill, searching, is the most important skill for reference librarians, followed by other generic skills, such as verbal communication and customer service skills. (Contains 4 figures and 2 tables.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Academic Libraries; Consortia; Reference Services; Librarians; Computer Mediated Communication; Content Analysis

Abstract:
The purpose of this article is to explore location-based questions as a weakness of virtual reference consortia and discuss how to mitigate related issues. Content analysis of how both local and non-local academic librarians responded to location-based questions provides insight into considerations academic libraries must make when participating in a virtual reference consortia. Unobtrusive testing analyzed the local knowledge assumption that non-local librarians have difficulty answering questions about libraries beyond their own. The results from these two methods indicate academic librarians have some difficulties providing responses to library location-based questions and a discussion on overcoming this weakness is included. (Contains 3 tables and 36 notes.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Public Libraries; Academic Libraries; Reference Services; Librarians; Technological Advancement; Library Science; Users (Information); Interviews; Computer Peripherals; Computers

Abstract:
In a comparative field study of ten libraries, we show how technological advances in electronic and digital resources have led to an onslaught of technology questions at the reference desk while prompting new and challenging work away from the desk. Libraries in our sample varied in their approaches to dealing with technological change, with institutional factors appearing to strongly shape their choice. Large, four-year academic libraries adopted a role reinvention approach that reduced reference librarians' desk hours and permitted librarians to follow creative, often technical, pursuits. Small, four-year academic libraries took a structural defense approach that maintained the sanctity of the reference desk as the locus for substantive reference questions. Two-year academic and public libraries followed a resigned surrender approach where reference librarians staffed busy desks and were inundated with patron requests to aid with computer equipment. We discuss the implications of each approach for the work of reference librarians. (Contains 8 figures, 5 tables and 5 footnotes.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Educational Needs; Academic Libraries; Telecommunications; Program Implementation; Library Automation; Library Development; Library Services; Reference Services; Models; Measurement Objectives; Measurement Techniques; User Satisfaction (Information); Computer Mediated Communication; Information Centers

Abstract:
A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement system to assess employees' handling of a contact center's telephone calls and subsequent training needs. When implemented effectively, a contact center can efficiently provide service while maximizing customer satisfaction. (Contains 5 tables, 3 figures and 14 notes.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Library Services; Reference Services; Library Development; Online Systems; Library Administration; Computer Software Evaluation; Usability; Performance Technology; Information Networks; Computer Mediated Communication

Abstract:
Competition in the virtual reference market got really hot this past summer. Recent developments in virtual reference offerings suggest the market is much more dynamic than most people would have imagined a short time ago. With Google's acquisition of Meebo and its subsequent decision to shut down the chat widget service, many libraries scrambled to replace this tool as their virtual reference engine. The good news was that other significant changes in the virtual reference marketplace were taking place, providing reference librarians with plenty of options. This article aims to highlight recent developments and compare and contrast the services to help libraries select the most appropriate service in this surprising dynamic virtual reference market. Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Library Services; Reference Services; Library Research; Library Administration; Library Personnel; Staff Utilization; Information Needs; User Needs (Information); Job Simplification; Computer Mediated Communication; Online Systems

Abstract:
The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in-person and virtual reference services desks adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in-person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type. (Contains 5 figures and 6 tables.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Reference Services; Librarians; Academic Libraries; National Surveys; Occupational Surveys; Responsibility; Competence; Occupational Information

Abstract:
Academic reference services face great challenges as they cope with the pace of technological change, competition from other information service providers, and tight budgets. In fact, some critics suggest that reference services are no longer relevant or necessary as more information moves online. This study examines a nationwide survey that reveals that reference librarians are indeed engaged in a wide variety of activities requiring a range of competencies and skills. Results of this study suggest that reference services are not dying but are evolving, with most academic reference librarians engaged in multifunction positions involving both traditional and nontraditional reference activities. (Contains 2 figures.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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