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Article
Publication date: 14 August 2009

Iraj Moradi and Nadjla Hariri

Considering the significant difference between the discipline reference librarians graduate in and how reference services are offered, this paper aims to test such a hypothesis by…

869

Abstract

Purpose

Considering the significant difference between the discipline reference librarians graduate in and how reference services are offered, this paper aims to test such a hypothesis by focusing on reference services offered by central libraries of Islamic Azad Universities (IAU) distributed in different regions and provinces of Iran. A second purpose of this paper is to suggest an independent organizational structure for reference departments of Iranian academic libraries.

Design/methodology/approach

Research population is composed of 75 reference librarians working in central libraries of 33 IAU branches. To collect data a researcher‐made questionnaire including 82 items is posted to mentioned libraries.

Findings

There is a significant difference between reference librarians' discipline and how reference services are offered in IAU central libraries.

Practical implications

Iranian academic authorities are advised to take the suggested organizational structure into consideration and meet Lewis's five strategies. In particular, reference librarians based on their discipline and education level should be brought together and not isolated in small departments. Additionally, for reference services to keep pace with users' needs academic libraries should employ expert and skilled reference librarians who hold library and information science academic degrees and can provide user education.

Originality/value

This paper describes an organizational structure for Iranian reference librarians that is based on their educational background and training.

Details

Reference Services Review, vol. 37 no. 3
Type: Research Article
ISSN: 0090-7324

Keywords

Article
Publication date: 1 February 2002

Lesley M. Moyo

Discusses how technological developments in libraries have led to the emergence of new service paradigms. Reference services are receiving prime attention as librarians…

2275

Abstract

Discusses how technological developments in libraries have led to the emergence of new service paradigms. Reference services are receiving prime attention as librarians strategically position themselves to serve users who are entering the library both through the physical gateway and the electronic gateway. Recent trends in electronic libraries, with particular reference to academic libraries, point to the need to provide value‐added library services to support virtual communities in their access to, and use of the exploding body of electronic sources. Also discusses the dynamic nature of reference services in the context of rapidly changing technologies and heightened user expectations and explores the issues associated with planning virtual reference services in an academic environment. Outlines the service rationale, software and technology considerations taken by the Pennsylvania State University in planning towards on‐line, real‐time reference services and provides an overview of the planned pilot project. Includes a list of links to Web sites with useful resources as well as links to sites of some projects on virtual reference services.

Details

The Electronic Library, vol. 20 no. 1
Type: Research Article
ISSN: 0264-0473

Keywords

Book part
Publication date: 8 August 2017

Terri Summey

To explore the feasibility of utilizing the Bar-On mixed model of emotional–social intelligence as a framework for the competencies and traits needed for reference and information…

Abstract

To explore the feasibility of utilizing the Bar-On mixed model of emotional–social intelligence as a framework for the competencies and traits needed for reference and information services librarians. Through a survey of the literature, the author created a baseline list of competencies, which was compared and contrasted with the abilities, traits, and competencies that comprise the Bar-On model of emotional–social intelligence. The author conducted a pilot study with a small group (n = 10) of reference and user services librarians who took the EQ-i 2.0. The competencies and traits of reference and user services librarians identified in the literature compare favorably with those measured by the EQ-i 2.0. Overall, a majority of the participants (70%) obtained a total score on the EQ-i 2.0 in the mid or high range. Composite scales with the highest overall mean scores were decision-making and self-perception. Subscales with the highest scores included the following: impulse control, self-actualization, social responsibility, problem solving, and reality testing. As a pilot study, it was conducted using a small population of academic reference and user services librarians. Further research should be conducted utilizing a larger population of reference and user services librarians or librarians who have been recognized as exemplary in reference librarianship. The findings of this study could assist pre-service and in-service reference and user services librarians in further developing their emotional–social intelligence competencies and abilities by identifying areas where improvements could occur.

Abstract

Details

Advances in Librarianship
Type: Book
ISBN: 978-0-12024-618-2

Abstract

Details

The Emerald Handbook of Modern Information Management
Type: Book
ISBN: 978-1-78714-525-2

Keywords

Book part
Publication date: 30 October 2009

Bella Karr Gerlich

It is reasonable to assume the existence of a new “dynamic” that influences how to measure reference services in libraries and how we evaluate the reference librarians who provide…

Abstract

It is reasonable to assume the existence of a new “dynamic” that influences how to measure reference services in libraries and how we evaluate the reference librarians who provide those services. Traditional, face-to-face delivery of reference services is reported to be declining, and there is myriad evidence, albeit largely uncollated and little evaluated, which suggests reference librarians are delivering significant and increasing amounts of the services they render in network environments. These trends raise questions, in turn, about how well we understand the current state of affairs in reference services, particularly where the management and evaluation of reference services in network environments are concerned.

The purpose of this study is to investigate relevant circumstances and conditions bearing – directly and indirectly – on changes in the nature, form, substance, and effects of reference services – through the reference librarian experience. Specifically, this attitudinal study will account for and assess changes in reference services (in the context of a medium-sized private university with a national reputation for successfully integrating information technologies into the educational process), with the further aim of developing an understanding of how to capture statistics and evaluate reference services and personnel in this dynamic environment. Reference librarians at a second mid-sized public university library were also interviewed for comparative data analysis in this study. Select portions of this paper have appeared in other publications in shorter, focused, introductory articles.

Details

Advances in Library Administration and Organization
Type: Book
ISBN: 978-1-84950-580-2

Article
Publication date: 1 April 2005

Janet Murray and Cindy Tschernitz

This paper seeks to examine the impact of greater access to electronic information, both free and fee‐based, on reference enquiries.

2340

Abstract

Purpose

This paper seeks to examine the impact of greater access to electronic information, both free and fee‐based, on reference enquiries.

Design/methodology/approach

The research methodology included an extensive literature review and interviews with reference services librarians both in Australia and overseas.

Findings

The assumption that greater internet access and use equal a decline in public and state library reference enquiries is not proven.

Originality/value

The paper concludes with a summary of trends, predictions and scenarios of usage of state and public library reference services in an increasingly electronic age, paying special attention and emphasis to the Australian environment.

Details

Online Information Review, vol. 29 no. 2
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 1 March 2003

Jo Bell Whitlatch

Three possible scenarios for the future of reference services are described: outsourcing, the Web, and knowledge counseling. The ability to design reference services that users…

2493

Abstract

Three possible scenarios for the future of reference services are described: outsourcing, the Web, and knowledge counseling. The ability to design reference services that users will continue to value in libraries of the future is limited by current professional reference practices. These limits are related to the failure to incorporate total quality management (TQM) principles into the design and practice of present day reference services. The following TQM principles are utilized to discuss the contrasts between TQM principles and current reference practices: focus on the customer, quality work the first time, strategic holistic approach to improvement, continuous improvement as a way of life, and mutual respect and teamwork. Finally, the roles that library organizations must fulfill to change the current professional culture are described.

Details

Reference Services Review, vol. 31 no. 1
Type: Research Article
ISSN: 0090-7324

Keywords

Article
Publication date: 14 November 2016

Aditi Bandyopadhyay and Mary Kate Boyd-Byrnes

Academic libraries are experiencing numerous changes in their services due to high demands for digital resources and changes in users’ information needs and expectations. Many…

6210

Abstract

Purpose

Academic libraries are experiencing numerous changes in their services due to high demands for digital resources and changes in users’ information needs and expectations. Many academic library users give preferences to Google, Google Scholar and other search engines on the internet when they search for information. As reference transactions are decreasing in many academic institutions, this paper aims to investigate the continuing need for mediated reference services in the technology-driven environment in academic libraries.

Design/methodology/approach

The authors have conducted a literature review to document and analyze the current trends in reference services in academic libraries. They have examined the relevant published literature through a series of reflective questions to determine whether the demise of mediated reference services is imminent in academic libraries. While this literature review is by no means an exhaustive one, the authors have provided a fairly comprehensive representation of articles to synthesize an overview of the history, evolution, and current trends of reference services in academic libraries.

Findings

This paper clearly demonstrates the importance of human-mediated reference services in academic libraries. It reinforces the need for skilled, knowledgeable professional librarians to provide effective and efficient reference services in a digital environment.

Practical implications

This paper provides a comprehensive overview of current trends in reference services in academic libraries and analyzes the merits and demerits of these trends to establish the need for mediated reference services in academic libraries. The arguments used in this paper will be useful for library and informational professionals as validation for the need to hire skilled, knowledgeable reference librarians to provide reference services in a digital environment.

Originality/value

This paper critically looks at the current trends and practices in reference services through the published literature to determine the future need for mediated reference services in academic libraries. It offers important insights to demonstrate why professional librarians’ skills, knowledge and expertise are essential to provide efficient reference services in the digital age.

Article
Publication date: 31 May 2019

M. Elena Gómez-Cruz

An evaluation of libraries and their overall quality should consider the quality of the services they provide. Satisfaction in terms of the service provided is indicative of the…

1309

Abstract

Purpose

An evaluation of libraries and their overall quality should consider the quality of the services they provide. Satisfaction in terms of the service provided is indicative of the quality of reference services and since these services are expensive, evaluation is therefore essential. This paper aims to outline the development of a structural equations model to evaluate service quality and user satisfaction with regard to the electronic reference service provided by Francisco Xavier Clavigero Library belongs to the Iberoamericana University, located in Mexico City.

Design/methodology/approach

This model suggests that service quality can be explained by way of the five dimensions of the SERVQUAL methodology, (reliability, assurance, tangibles, empathy and responsiveness) and in turn, quality explains both user satisfaction and the value of the service to its patrons. Finally, this model suggests that a positive increase in user satisfaction leads to a lineal and positive increase in user loyalty. The evaluation considered 297 users who made at least one electronic reference request during 2014.

Findings

The adjustment of the structural model reveals that the latent variables that explain quality are reliability and responsiveness, and that quality explains satisfaction, which in turn explains user loyalty.

Originality

The generation of an indicator to evaluate the reference services enables identification of its strengths and weaknesses to offer a more efficient service, considering that it represents a significant percentage of the library’s financial and human resources.

Details

Reference Services Review, vol. 47 no. 2
Type: Research Article
ISSN: 0090-7324

Keywords

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