The Difficult Patron in the Academic Library

Summary

Faculty members depend on the resources and services provided by the libraries to teach, satisfy the curricular needs of the students, and conduct their research. Students need the library for many reasons, among which are to complete their assignments and to expand on what faculty covers in class. The patron/librarian relationship in the academic library is not always perfect. Issues which students and faculty face in the academic library environment are completely different from those in the public library. Identifying the characteristics of the difficult or problem patron in academia is a little more difficult than in the public library. Are what librarians face when dealing with faculty and students more issue-related than just dealing with problem patrons? The authors will identify, from the librarians' perspectives, some of these often called difficult patron issues and offer solutions to try and preempt these issues before they become problems.     

网站型参考咨询知识库兼虚拟咨询台的制作和应用技巧

论述了建立参考咨询知识库的意义和特点;并结合开发知识库的实践和经验,介绍了网站型知识库兼虚拟咨询台的制作方法和所具功能。     

Meeting Reference Responsibilities Through Library Web Sites

Summary

Among the many ways the World Wide Web has changed libraries are the additional tools gained by librarians and library users for answering reference questions. In addition to the growing number of licensed resources providing the full text of articles from newspapers, magazines, academic journals, and reference works are the millions of free Web sites offering an incredible variety of information about everything. Locating the most useful of these sites and organizing them into categories on library Web sites can be enormously beneficial both to patrons and libraries. After deciding to make their sites reference portals, librarians must make a number of important decisions.     

网络环境下的图书馆参考馆员和网上虚拟参考馆员

本文以上海图书馆率先推出的“参考馆员”和组建的“网上联合知识导航站”为例，介绍了图书馆建立健全“参考馆员”、“虚拟参考馆员”的目的和作用，阐述了网络时代图书馆参考馆员的角色定位和素质要求，进一步证实了建立健全“参考馆员”、“虚拟参考馆员”、“知识导航员”制度正是顺应形势发展和时代要求所采取的新举措。     

Managing an Academic Reference Department

Abstract

To be an effective academic head of reference in the 21st century will require many of the same characteristics and skills necessary in the 20th century. While the traditional ways of providing reference services are changing, the fundamental need to provide access to information remains, and effective utilization of staff and other resources is paramount. Balancing the increasing pressures from shrinking budgets, growing costs, proliferation of expensive electronic resources, and high expectations from faculty and students creates a greater need for strong management expertise. The head of reference must be both an exceptional manager and an exceptional librarian.     

虚拟参考咨询台的建设与应用*

复旦大学图书馆虚拟参考咨询台提供电子邮件及实时在线咨询服务，本文介绍了本馆自行开发的虚拟参考咨询台的建设、功能及其在信息服务中的应用。     

俄罗斯图书馆虚拟咨询服务发展与研究述评

"公共图书馆虚拟信息咨询服务"是俄罗斯专门信息咨询性网站提供的项目,它具有全国图书馆的合作性,咨询服务对象和咨询内容具有公众性。     

高职院校图书馆虚拟参考咨询服务的新思路——100所示范性高职图书馆虚拟参考咨询服务调查分析

通过对国内100所示范性高职院校图书馆的虚拟参考咨询服务内容与方式进行网络调查,分析高职图书馆VRS服务开展的现状,指出目前高职图书馆VRS服务中存在的问题,并提出相应的对策。     

Pakistani University Library Web Sites: Features,Contents, and Maintenance Issues

ABSTRACT

This study explores the current status and features of Pakistan's academic library Web sites. A checklist describing features and content was prepared based on a review of the literature related to academic libraries’ Web sites. Then, all 85 library Web sites of Pakistani universities and degree-awarding institutions recognized by the Higher Education Commission (HEC) of Pakistan were surveyed and analyzed using the checklist. Interviews with library professionals were conducted to learn more about the problems and issues with building and maintaining library Web sites. Results indicate that Pakistani academic library Web sites have effective features such as contrasting color schemes, easily readable text, minimal use of horizontal scrolling, and English-language text. Staff information, OPACs, and navigation features are also widely found on the Web sites. Features found less frequently include the use of Web 2.0 technologies, Web site aid tools, information about library buildings, and general library information. By offering information about the status of Pakistani academic library Web sites, the study can serve as a foundation for discussion between libraries and other parts of the university, as well as a benchmark for evaluating the progress of academic library Web sites in Pakistan     

The Unopened Door: Virtual Reference and the Caribbean Academic Library

The Internet is the research tool of first choice among today's library users. Libraries are responding by introducing a number of Internet-based reference services to meet the needs of these techno-literate users. Focusing on an academic library in the Caribbean, this article discusses the issues that privilege traditional over virtual reference and examines issues such as student information research skills, the physical format of the collection, levels of staffing, and the role of culture.     

Web3.0环境下图书馆数字参考咨询服务研究

简述Web3.0的含义,分析目前图书馆数字参考咨询服务存在的问题,对基于Web3.0环境下的图书馆数字参考咨询服务进行了探讨。     

Selling the Library from the Reference Desk

Abstract

Many library directors and administrators spend a significant portion of their time attempting to market the library and its services. Getting patrons into the library and keeping their business is an integral part of the day-to-day management of the library. This mission, however, is not always effectively passed on to the front lines to the one group of people who face the patrons on a daily basis -the reference librarians.

This article will show how the library's service points can be used as marketing tools; outline what librarians and public service staff should know about their library; and discuss ways in which reference service librarians can help further the library's marketing and public relations goals.     

Distance Education and Virtual Reference

Abstract

Texas A&M University Libraries has been testing virtual reference services since February 2004, but during the fall semester 2005, the Libraries began implementing and actively promoting the services to various target groups. Distance education students were identified as a primary target group for virtual reference services, and as of the fall semester 2005, approximately 1,600 students were enrolled in 190 distance education classes. This paper presents the Libraries plan for promoting virtual reference services to distance education students and faculty and for evaluating the plan.     

关于建设网络游戏模式虚拟图书馆的探讨

网络游戏可以和虚拟图书馆有机结合在一起,通过Web3D技术建设网页游戏式虚拟图书馆。使用过程的趣味化是网页游戏式虚拟图书馆的主要特征之一,在其建设过程中要注意娱乐性与功能性的平衡。此外对网页游戏式虚拟图书馆建设中一些可能产生的问题进行了初步探讨。     

Reference by Your Side: Redesigning the Library Help Desk

ABSTRACT

This bibliographic essay examines recent (1994–2006) research into the evaluation of reference effectiveness. Different methods for evaluating traditional in-person reference services are compared and contrasted from an unobtrusive or obtrusive methodology perspective, including those that use the “Willingness to Return” factor and the Wisconsin-Ohio Reference Evaluation Program (WOREP). A review of emerging trends is provided as well as recommendations for future research.     

Paraprofessionals at the Reference Desk

Abstract

In this article Ms. Pedzich examines a growing model of research service the use of paraprofessionals at the reference desk. She identifies the skills needed of the paraprofessinal, the designing of a training program and developing policies, procedures and manuals to assist in a successful paraprofessional program.     

Telephone Calls Received at an Academic Library's Reference Desk: A New Analysis

ABSTRACT

It has been established that much of the assistance provided to library patrons at reference desks does not require the knowledge and expertise of a professional librarian. Is the same thing true of the telephone calls received at reference desks in academic libraries? This article reports the results of one academic librarian's reference desk transaction log analysis which focuses on the categories of assistance provided to patrons who called the library's reference desk.     

Jing Project在图书馆参考咨询服务中的应用探析

本文阐述了社会性软件Jing Project的功能特点,对其在图书馆参考咨询服务中的应用进行了研究和实践。