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Dodge, Heather – Public Services Quarterly, 2013
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…
Descriptors: Academic Libraries, Reference Services, Information Science Education, Librarians
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Ward, David; Phetteplace, Eric – Public Services Quarterly, 2012
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…
Descriptors: Library Services, Reference Services, Library Research, Library Administration
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Roper, Kristin Grabarek; Sobel, Karen – Public Services Quarterly, 2012
Librarians who provide virtual reference services often perceive that their patrons self-identify to some degree, even when transactions are anonymous. They also develop a sense of patrons' greatest research-related needs over time. In this article, two librarians analyze two years' worth of virtual reference transcripts to determine what patrons…
Descriptors: Academic Libraries, Reference Services, Computer Mediated Communication, Synchronous Communication
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Matos, Michael A.; Matsuoka-Motley, Nobue; Mayer, William – Public Services Quarterly, 2010
This article examines the role online communication and tools play in embedded librarianship at American University. Two embedded models of user engagement, traditional and hybrid, are discussed. The librarians operating in each mode share their experiences providing tailored support to the departments of music/performing arts and business. The…
Descriptors: Librarians, Outreach Programs, Academic Libraries, Library Services
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Stormont, Sam – Public Services Quarterly, 2010
The creation of an instant messaging (IM) service is described. The challenges encountered in developing, launching, and maintaining the project are examined and include technical support, archiving, balancing different formats, privacy, assessment, training, and the effectiveness of the IM channel. The process of choosing an aggregator and a…
Descriptors: Reference Services, Computer Mediated Communication, Technical Support, Privacy
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Izenstark, Amanda K. – Public Services Quarterly, 2009
With virtual library services increasing, public services librarians may find themselves with questions such as: What instant messaging services (IM) are available? Which IM service would best suit my patrons' needs? Which IM service best suits my library's technology profile? This column describes the features and functionality of major instant…
Descriptors: Reference Services, Library Services, Computer Software Reviews, Computer Software Evaluation
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Lindsay, Elizabeth Blakesley – Public Services Quarterly, 2009
With celebrities discussing Twitter on television talk shows, Facebook being used by people to share pictures of their grandchildren, and academic seminars being delivered in Second Life, it is hard to get through a day without being faced with some sort of social networking tool. Librarians often talk about the importance of outreach and of…
Descriptors: Web Sites, Internet, Social Networks, College Libraries
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Cooke, Nicole A. – Public Services Quarterly, 2008
While not a brand new phenomenon, online social networking sites continue to be exceedingly popular and seem to be where students spend much of their time. Not only are participants blogging, texting, chatting, sharing files, gaming, and existing virtually online, they also are forming communities and new cultures and exhibiting new informational…
Descriptors: Libraries, Social Networks, Library Services, Access to Computers
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Cooke, Nicole A. – Public Services Quarterly, 2008
Social networking sites cast a wide net, not only in the sheer number of sites that exist on the Internet but also in terms of their application and usefulness. The last column, in "PSQ" v.4 (3), examined sites that could assist professionals with outreach, networking, and collaboration. In this second column dedicated to social networking sites,…
Descriptors: Libraries, Social Networks, Library Services, Access to Computers
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Fox, Kara; Horne, Laura M.; King, Tim; Seely, Sara; Walsh, Kathleen – Public Services Quarterly, 2008
Libraries transform communities by providing well-organized information resources and services. Conversely, communities can also transform libraries if librarians appreciate the rich diversity of the communities' information needs, acting as bridges between communities as well as enabling and facilitating community-building. The roles of…
Descriptors: Librarians, Library Role, Library Services, Community Needs
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Goda, Donna; Bishop, Corinne – Public Services Quarterly, 2008
The more than 4,000 "chats" received by the University of Central Florida's (UCF) Ask-A-Librarian digital reference service are the subject of this practitioner-based, descriptive case study. Question content from chats received during four semesters between January 2005 and May 2006 are categorized and plotted, by semester, to show the…
Descriptors: Academic Libraries, Reference Services, Synchronous Communication, Computer Mediated Communication
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Burhanna, Kenneth J.; Voelker, Tammy J. Eschedor; Gedeon, Julie A. – Public Services Quarterly, 2008
The use of virtual or Web-based tours is on the rise in academic libraries, but with the loss of face-to-face contact and direct experience with the library's physical spaces, questions abound about this format's efficacy. Do online tour experiences measure up to those of a guided, face-to-face tour? Do online tours help mold students' perceptions…
Descriptors: Academic Libraries, Research Libraries, Library Services, Libraries
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Lindsay, Elizabeth Blakesley – Public Services Quarterly, 2008
The topic of virtual reference has been a popular one in the past year, and this column highlights a range of those articles. Included are overviews of the topic, articles addressing specific technological solutions and concerns, and pieces that explore the intricacies of delivering and assessing a "traditional" service through a…
Descriptors: Annotated Bibliographies, Reference Services, Synchronous Communication, Computer Mediated Communication
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Clanton, Clista C.; Staggs, Geneva B.; Williams, Thomas L. – Public Services Quarterly, 2006
The University of South Alabama's Baugh Biomedical Library recently initiated a chat reference service targeted at distance education students in the biomedical sciences. After one year of service, the library conducted an evaluation of the chat reference to assess the success of this mode of reference service. Both traditional reference and…
Descriptors: Biomedicine, Medical Libraries, Reference Services, Synchronous Communication
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Casebier, Katherine D. – Public Services Quarterly, 2006
The University of Texas at Arlington's Library began using an online chat reference in 2002. The service, called Collaborative Digital Reference Service, later became "Ask a Librarian." Slightly over one year later, the library joined the University of Texas System's "Ask a Librarian" service. Both services are powered by…
Descriptors: Reference Services, Electronic Libraries, Computer Mediated Communication, Program Evaluation
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