The academic library, given its often privileged position on campus, is the information source that can include directional as well as general campus facts among the myriad of print and e-resources for reference. Also, an academic library's audiences can be quite varied and include prospective students or parents seeking more general knowledge of…

Competition in the virtual reference market got really hot this past summer. Recent developments in virtual reference offerings suggest the market is much more dynamic than most people would have imagined a short time ago. With Google's acquisition of Meebo and its subsequent decision to shut down the chat widget service, many libraries scrambled…

As 21st century librarians, we have made apt adjustments for reaching out into the digital world, but we need to consider the students who still use library services within our walls. We can use available handheld, mobile technologies to help patrons too shy to approach the desk and free library staff to bring reference service directly to patrons.

We compiled a geo-referenced bibliography of research including theses, peer-reviewed articles, agency literature, and books having sample collection sites in and around Coos Bay, Oregon. Using Google Earth and GeoCommons we created a map that allows users such as visiting researchers, faculty, students, and local agencies to identify previous…

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…

Despite the old-fashioned view of the academic library as a static institution, libraries can and do change in response to the needs of users and stakeholders. Perhaps the most dramatic shift in services has been the transition from a purely physical to a combination physical/virtual or even virtual-only environment. This article examines how…

The lyrics from the Ervin Drake song made famous by Frank Sinatra, "It Was a Very Good Year," kept coming to mind in 2010, despite the economy. While the quantity of works produced declined, and publishers suffered along with everyone else, there was no diminution in quality. With reduced budgets for collections, librarians were forced to make…

Academic libraries have traditionally collected reference statistics using hash marks on paper. Although efficient and simple, this method is not an effective way to capture the complexity of reference transactions. Several electronic tools are now available to assist libraries with collecting often elusive reference data--among them homegrown…

Embedded librarians are attempting assimilation into a new pedagogical collective outside the library, often with a mission to improve the quality of service to that collective. But like the Borg, embedded librarians may not be achieving the results they envision. This article documents the varied experiences of five reference librarians at Murray…

The paper describes the theory and definition of the practice of librarianship, specifically addressing how Web 2.0 technologies (tools) such as synchronous messaging, collaborative reference service and streaming media, blogs, wikis, social networks, social bookmarking tools, tagging, RSS feeds, and mashups might intimate changes and how…

The University of Minnesota-Duluth is the second largest campus in the University of Minnesota system. The UMD library, which serves more than 11,000 students and 500 faculty members, is primarily an undergraduate library. The reference team consists of eight librarians, including author Sunshine Carter, reference and electronics resources…

When the Vise Library at Cumberland University set down the path to their digital makeover, they were optimistic that they could completely revolutionize their library's web presence. They tried to keep their goals manageable, but it turns out they did not "quite" achieve 100% success. In this article, the author describes how they have…

This paper will look at the services presently offered to distance students by libraries within the categories of professional staff, access to resources, reference assistance, and library user instruction. It will then offer the argument that these services could be improved by developing embedded librarians within online academic courses as a…

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…

Today's academic library provides resources that users can access both physically in the library and virtually from academic offices. This increasing availability of online access means that information resources are no longer confined within library walls and librarians need to rethink how their constituents' information needs are being met.…