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…

Email and chat/IM reference services have become a convenient and easily accessible option for the online community and libraries, particularly with increasing amounts of library resources now available electronically. This article gives an overview of Jing, which can be used to produce videos and screenshots on-the-fly, and demonstrates how to…

According to "Library Journal's" latest annual book-buying survey of public libraries, e-service is at the heart of current efforts to maximize library use through more, and more direct communication with patrons. Nearly four out of five respondents report offering some sort of e-service to facilitate these conversations. This article presents…

If you're new to running a library or looking for a refresher, this book can serve as your first reference source for school library operation, providing overview information on a wealth of topics, lists of resources for more in-depth information, and coverage of current topics such as Web 2.0, fundraising, digital booktalks, and cybersafety.…

Podcasting is a term derived by combining iPod with broadcasting. During 2006, when the idea of podcasting was still in its infancy, this author [an information systems librarian at the Universal College of Learning (UCOL) in New Zealand] began to consider how this new technology could be used by librarians to provide instructional sessions. She…

Learning 2.0--aka the "23 Things"--is a self-paced online learning program that the author designed in 2006 as a one-person crusade to move an entire organization of 500-plus staff onto the Web 2.0 bandwagon. Along with numerous requests to duplicate the program, many seek insight on how to do this successfully. In this article, the author shares…

A widget displays Web content from external sources and can be embedded into a blog, social network, or other Web page, or downloaded to one's desktop. With widgets--sometimes referred to as gadgets--one can insert video into a blog post, display slideshows on MySpace, get the weather delivered to his mobile device, drag-and-drop his Netflix queue…

What would technological librarians like to see in the next generation of Integrated Library Systems (ILS)? This question was asked of several well- known library technology experts, and their responses are presented in this article. Survey respondents expressed a clear desire for the following features and functionality: (1) Direct, read-only…

An online community is a group of people who connect with one another over time and through space using the Internet as their primary medium. Online communities also act, albeit through text. They organize political action, introduce to-be spouses, and create new products and tools. This article discusses how one librarian used online communities…

In the article, the author talks about the benefits of grid networks. In speaking of grid networks the author is referring to both networks of computers and networks of humans connected together in a grid topology. Examples are provided of how grid networks are beneficial today and the ways in which they have been used.

A special feature in the previous issue acknowledged the magazine's 25th anniversary, and current columnists as well as former contributors were asked to think back over their work and to share favorite covers, articles, and memories. Since I have been writing for CIL for nearly 18 years, I had plenty of past columns to review. It was interesting…

Reviews efforts by the Arabian Gulf Region (21 countries) to develop the ARABMARC exchange format for cataloging non-Roman scripts. Provides details of the availability of the Arabic script support in various automated systems in operation in the Gulf Region. Presents a critical review of the Arabic script support on the Research Libraries…

Many libraries are using co-browsing chat products to provide reference services to their patrons, whilst their patrons are online and using the internet. The concept of such an online service is highly desirable, but many libraries are concerned that they will never be able to afford such a system. This may have changed: Instant Messaging (IM)…

Explains the development of library networks in Florida and the role of the state library. Topics include regional multitype library consortia; a statewide bibliographic database; interlibrary loan; Internet access in public libraries; government information, including remote public access; automation projects; telecommunications; and free-nets.…

Describes the growth and accomplishments of Digital Libraries Initiative Phase 2 (DLI-2), lists performer and abstract information for Fiscal Year 1999 awards; progress in reference linking for journal articles with model; presents a Geospatial Knowledge Representation System (GKRS) prototype that integrates multiple knowledge sources to support…