Modern digital scholarship requires faculty to navigate an increasingly complex research and publication world. Liaison librarians are uniquely suited to assist faculty with scholarly communication needs, yet faculty do not identify the library as a provider of these services. Proactive promotion of scholarly communication services by librarians…

In the last decade Australian academic libraries have increasingly aligned their research support services with assessment criteria used in the national research evaluation exercise (Excellence for Research in Australia). The same period has seen growing interest in research impact outside of traditional measures, such as bibliometrics. Social…

Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

Presents guidelines and a self-assessment questionnaire that were developed by the New York Library Association for libraries serving users with hearing impairments. Areas covered by the documents include policy statements, materials, services, programing, cooperation with other agencies, facilities, and staff development. (LRW)

Discusses an in-service cross-training program designed for reference desk workers at the University of New Mexico Library. Describes the reference department and provides an overview of cross training. Highlights include training issues, a needs assessment questionnaire, program implementation, and evaluation. Four appendices provide sample…

The Association of Specialized and Cooperative Library Agencies (ASCLA) formed an Americans with Disabilities Act (ADA) Assembly in 1992, and one of its first projects was to prepare this publication by collecting samples of library-produced ADA-related documents. Its aim is to help libraries increase levels of compliance and public awareness. The…

Support staff of circulation, reference, interlibrary loan, media services, special collections, information, and reserves make up a large portion of library work forces, and each year are asked to take on more tasks, many requiring advanced skills. This study determined: (1) if there is an actual need for continuing education for support staff;…

Because the types of support services provided by college and university learning resources programs change and evolve as the result of new and emerging technologies, so must the standards by which institutions measure the effectiveness of their support services. This edition builds upon standards described in the first edition and includes an…

Presents a model that can be used to develop or expand academic library services for international students based on survey results from Ohio academic libraries. Highlights include functional barriers, including critical thinking skills; cultural barriers; and model programs, including promotional, instructional, staff development, written,…

Librarians must find ways to meet the information needs of patrons with various disabilities. The Americans with Disabilities Act codified what librarians have long espoused: equal access to information for people with any type of disabling condition. This study's objective was to identify and examine current or planned programs dealing with staff…

This report describes the planning, implementation, and evaluation of a coordinated staff development program to offer certified, non-degree credit to non-professional librarians from small public libraries. The program plan includes a course consisting of five 3-hour sessions covering the reference interview; interlibrary loan, government…

This final report describes the Inter-Agency Collaboration pilot project of the Wheatland Regional Library among the information providers within its boundaries. The project had four objectives: (1) to initiate discussion between participants about the mandate, roles, and services available to their clients; (2) to raise the image of public…