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Discourses on critical librarianship have been mainly theoretical. However, discourses with a practical application of Critical Theory in librarianship, critical librarianship, or library management and operations are limited. Yet, librarianship underscores efficiency and practicality in service provision with the dominant ideology in librarianship being practicality. Based on Critical Theory and emerging power dynamics in e-services, this chapter presents a discussion on the practical application of Critical Theory in academic libraries. The Web 2.0 technologies have triggered a shift in information seeking and use by empowering the academic library users to seek and use information from nontraditional sources. This shift in information seeking behavior and the resultant power dynamics has an impact on strengthening of the academic library as a public sphere; a public virtual space where people can meet and exchange ideas with the eventual outcome of democratization of knowledge. This chapter analyses the practical implications of power dynamics in academic libraries and the need for realignment of academic library functions to key Critical Success Factors (CSFs) including the role of library management, a focus on librarian power, a focus on user empowerment, creating awareness of the Web 2.0 services, and maximizing the use of Web 2.0 technologies. A proper realignment of the shifting power is necessary and must be pursued as a deliberate strategy by academic libraries to facilitate generation and sharing of information. It concludes by presenting the practical implications of power dynamics in academic libraries and recommendations on dealing with the emerging paradigm shifts.

This study takes the position that the vitality of academic libraries is grounded in the working experiences of its librarians. It suggests that a full understanding of problems facing contemporary information professionals in the post-industrial workplace requires an analysis of the labouring aspects as well as the professional nature of their work. The study of changes in the academic library work experience thus depicts the state of the library, and has implications for other intellectual workers in a social environment characterized by expanding information technologies, constricted economic resources, and the globalization of information production. Academic librarians have long recognized that their vocation lies not only in the classical role in information collection, organization, and dissemination, but also in collaboration with faculty in the teaching and research process, and in the contribution to university governance. They are becoming increasingly active in the protection of information access and assurance of information quality in view of information degradation on the Internet and various compromises necessitated by interaction with third party commercial information producers.

The purpose of this paper was to assess the Web 2.0 competencies’ levels of academic librarians in selected libraries from two library consortia KLISC in Kenya and GAELIC in South Africa and how these competencies can be sources of empowerment for the effective provision of e-services. As service organizations, academic libraries face challenges similar to those in other service sectors. One of the major challenges includes that of providing not only quality print resources but also quality e-services. Globally, academic librarians use various Web 2.0 technologies to engage with their library users and colleagues and for their information work. Academic librarians are now, more than ever, expected to be empowered and build diverse voices, perspectives and arguments into library collections and services. Most of the youths (academic library users) in developing countries like Kenya and South Africa are heavy users of Web 2.0 technologies. This presents a challenge for their academic librarians who must augment their traditional library skills with Web 2.0 technologies for provision of effective e-services. This study explores the interconnections between librarian empowerment, traditional librarian skills and Web 2.0 competencies for effective e-services.

Survey method of research was used to conduct the study. Purposive sampling was used to select a homogeneous sample of academic librarians and libraries that use the Web 2.0 technologies. An online questionnaire with both closed and open-ended questions was used to collect data. The Web 2.0 competency levels were analyzed and presented using descriptive statistics. To achieve more robust findings and to illustrate the implications of Web 2.0 for librarian empowerment, the ATLAS. ti software was used to illustrate interconnections between librarian empowerment, traditional librarian skills and Web 2.0 technologies. The emerging codes and themes are presented in three network views.

The findings from the quantitative data indicate that the majority of the librarians have intermediate competency levels in Web 2.0 technologies. The findings from the qualitative data show that Web 2.0 tools and librarian empowerment can be used to illustrate interconnections in content collaboration tools, bookmarking tools and SNSs. Web 2.0 competencies can transform knowledge-sharing activities, augment existing authoritative information service, foster interaction and market information products and services. This study redefines librarian empowerment through competency in Web 2.0 tools and new roles for effective e-services.

This paper proposes that librarian empowerment through Web 2.0 competencies is essential in augmenting traditional library skills and in providing effective e-services. This manuscript describes original work and is a re-submission EL-08-2015-0143.R1 due to expired deadline in this journal. Both authors approved the manuscript and this submission.

The purpose of this paper is to discuss whether the outcomes of a reference transaction can be improved by focusing on the ethical dimension of the conversation between user and librarian. The aim is to provide a better understanding of the ethical implications of the reference interview.

The starting point is the ethical questions raised by the results of Gunhild Salvesen's PhD thesis, where she analyses authentic reference interviews by the method Conversation Analysis (CA). She found several traits in the conversations between librarian and user with a negative influence on the quality of the transactions. To visualise the ethical implications of the same conversation, Løgstrup's ethics of proximity are used.

Analysing the conversations from an ethical perspective revealed that increased ethical consciousness among the librarians clearly would have improved the quality of the actual transactions. It is concluded that the total quality of reference transactions will increase by focusing on the ethical dimension.

Using data from a researcher to validate the same data in another context might not be considered appropriate. However, using the transcripts from Salvesen's dissertation would serve the purpose of revealing the ethical implications of the interviews and their influence on the quality.

This work might contribute to increasing the ethical consciousness among reference librarians, and encourage them to improve their communication skills, to raise the quality of the interaction.

This way of using ethical theories in the analysis of authentic conversations between user and librarian is new. Likewise, using CA on reference interviews in a library setting is also new.

The purpose of this paper is to explore the communicative rituals of opening and closing manifested in e‐mail‐based Internet Public Library's (IPL's) online reference interaction.

A total of 400 transcripts comprising user queries and responses by IPL librarians are examined. The opening and closing elements are identified to examine the way in which IPL librarians and users construct social space; that is, communicate their interpersonal and affective stances during the course of seeking and offering information.

The results of data analysis show regular patterns of verbal and structural politeness indicators of opening and closing e‐mail discourse. Linguistic elements such as greetings and acknowledgement are included in all the sampled transcripts; i.e. a 100 percent occurrence. Closing rituals have a 95 percent occurrence of linguistic features such as acknowledgement and invitation for follow‐up. In contrast, there is a low occurrence of personalized openings through greeting by user name (26 percent). This lack of personalization also occurs in closings: personalized farewell through use of librarian name appears in only 8 percent of closings.

The employment of the various politeness tactics in opening and closing reflects the librarian's attention and concern to user's information needs, interests and wants. Such communicative competence narrows social distance and brings forth close socio‐interpersonal space for interaction; this may, in turn, improve the overall quality of reference service. Research findings also indicate that more use of personal names may decrease the social distance between the librarian and user, resulting in increased solidarity and proximity.

The study provides new insights into linguistic politeness and the functions of address forms such as personal names with a view toward developing effective opening and closing rituals that contribute to the enhancement of virtual reference services.

The study aimed to look at the library software in use in Nigerian university libraries, and the challenges and frustrations experienced in their automation projects.

The study adopts a descriptive survey method and covers university libraries in Nigeria. A questionnaire was used to collect data from 32 university libraries in Nigeria.

The study revealed that university libraries in Nigeria widely use library software such as KOHA, SLAM and VIRTUA for their library operations. Challenges such as lack of skilled manpower, lack of fund, absence of modern systems (computers) and erratic power supply were identified as the major problems university libraries in Nigeria encountered while using library software. Librarians recommended the use of KOHA, SLAM or VIRTUA library software for use by university libraries that are in search for library software to use.

The findings of this study will provide useful information to librarians and library administrators in Nigeria and other developing countries who want to automate their library operations.

This paper aims to present an overview of the history of communication research and theory in reference services literature and to discuss the potential of one relatively recent-emerging theory of communication (anxiety-uncertainty management theory) to describe and mitigate breakdowns in reference communication.

An overview and discussion of existing literature and communication-based theories of library reference services is presented.

This paper identifies and describes anxiety-uncertainty management theory as a lens through which to view communication breakdowns during library reference transactions. The concepts behind the theory and articulated as well as its insights for reference librarians.

This is the first article to discuss the anxiety-uncertainty management theory to examine communication breakdowns in library reference transactions.

The purpose of this paper is to report on a research project aimed at gaining an understanding of subject librarians' perceptions and promotion of institutional repositories as an information resource for their clients.

The researchers used the five attributes of innovations and the change agent concept, both drawn from Rogers' diffusion of innovations theory, as the basis of semi‐structured interviews with nine librarians, spread equally across the humanities, social sciences, and sciences at three universities.

The researchers found that subject librarians have varying levels of knowledge about institutional repositories as an information resource and hold both positive and negative perceptions. The librarians perceived institutional repositories to be still underdeveloped, with greatest value for humanities clients and least value for science clients, offering little value to undergraduates, but a good resource for accessing theses.

Due to their current perceptions of the value of institutional repositories, subject librarians are not yet promoting them as an information resource. If institutional repositories are to be successful, library managers must not only ensure that content is being input into the repositories, but also that they are being promoted to library clients as valuable information resources, so that the content is being accessed and used.

While there has been much research in recent years about institutional repositories, the focus has been predominantly on issues related to motivating individuals to input content into them. This research shows that institutional repositories are not yet being perceived or promoted as a valuable information resource by academic subject librarians, who view them as having varying value to their clients.

Typically, library building projects are undertaken to accommodate a library's needs for the foreseeable twenty years or more. With major changes in information technologies occurring at intervals of less than five years, it should be assumed, within its twenty‐plus years of initial service, that a library building will have to accommodate a series of changes in order to support currently unknown technologies. Issues related to the development of library facilities that will meet current and future needs are discussed by three prominent consultants and representatives of two vendors: Wilson M. Stahl, James J. Michael (Data Research Associates), Rick Richmond, Gene Robinson (CLSI), and James E. Rush.

Public library workers (PLW) in the United States can use critical information literacy pedagogy (CILP) as a framework for working with people who are incarcerated to combat oppression. PLW who teach information literacy in any capacity in carceral settings should honor their involvement in pedagogy and follow Paulo Freire’s pedagogical philosophy by rejecting humanitarian postures in favor of humanistic approaches. This can be accomplished by aiming to have both PLW and people who are incarcerated reach an awareness of and critique multiple information literacies, and for PLW to situate themselves alongside, not above, people in jails and prisons in an effort to authentically empower the incarcerated to re-enter society. This practice promotes social justice because it challenges the idea that information literacies associated with dominant groups – and thus, groups who are in power themselves – are intrinsically more valuable than information literacies engaged in by groups that are systematically disempowered. The chapter will end with prospective examples of PLW who participate in CILP in carceral settings.