The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

The University of Manchester Library (UML) is embarking on an ambitious new strategy that aims to align the library more closely to the work of the University--to contribute to the University's strategic success. This article describes elements of the strategy development and content, focusing on methods used; how the service has worked…

After a needs assessment exposed that even daily library users were unaware of the best resources, tools, and services, the Rider University Libraries switched gears from a focus on the creation of long step-by-step tutorials, to the creation of short promotional videos for all users, with attention on the needs of distance learners. This project…

The 24-hour/5-days-per-week (24/5) model at Belk Library & Information Commons has experienced multiple changes since first implemented in 2006. First the library started small, then expanded, then reduced, and finally expanded again. This article tells the story of a library's 24/5 evolution within the assessment cycle framework, describes…

Augmented reality (AR) has been used and documented for a variety of commercial and educational purposes, and the proliferation of mobile devices has increased the average person's access to AR systems and tools. However, little research has been done in the area of using AR to supplement traditional library services, specifically for patrons aged…

This article puts forward an "assessment/action research/publication" cycle that integrates aspects of the assessment, research, and Institutional Review Board (IRB) processes to provide academic librarians with a systematic approach for balancing competing workplace demands and give library managers a roadmap for creating a…

Four librarians from Irish university libraries completed the U.K. Future Leaders Programme (FLP) in 2010. In this article they recount their experience and assess the effect of the programme on their professional practice and the value for their institutions. The programme is explored in the context of the Irish higher education environment,…

Purpose: This paper aims to present the semantic content identifier (SCI), a permanent identifier, computed through a linear-time onion-peeling algorithm that enables the extraction of semantic features from a text, and the integration of this information within the permanent identifier. Design/methodology/approach: The authors employ SCI to…

This article undertakes a review of the literature related to shared print storage and national repositories from 1980-2013. There is a separate overview of the relevant Australian literature. The coverage includes both relevant journal literature and major reports. In the process the article traces the developments in the theory and practice of…

A 2010 electronic resource management survey conducted by Maria Collins of North Carolina State University and Jill E. Grogg of University of Alabama Libraries found that the top six electronic resources management priorities included workflow management, communications management, license management, statistics management, administrative…

The growing trends of tiered reference, roving librarians, and virtual reference offer academic libraries several options for providing the most effective reference service. Increased enrollment at community colleges has prompted a reconsideration of how librarians can balance reference, teaching, and faculty responsibilities. This article…

Founded in 1887 as the Croatan Normal School, the University of North Carolina at Pembroke (UNCP) is a smaller branch of the UNC System (with an full-time enrollment of about 6,500), yet with awarded diversity and a historical dedication to individualized service. Its dedication to services drives its approach to course reserves, which is to…

This article describes a case study that best illustrates the value of student workers in university libraries, focusing particularly on how this kind of creative endeavor benefits everyone involved--the library, the students, the faculty, and at the end of the project: the university community. (Contains 1 table.)

Declining reference statistics, diminishing human resources, and the desire to be more proactive and embedded in academic departments, prompted the University of South Florida Library to create a taskforce for re-envisioning reference services. The taskforce was charged with examining the staffing patterns at the desk and developing…

Purpose: The aim of this paper is to develop a system for automatic extraction of metadata from scientific papers in PDF format for the information system for monitoring the scientific research activity of the University of Novi Sad (CRIS UNS). Design/methodology/approach: The system is based on machine learning and performs automatic extraction…