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…

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.…

Electronic communication technologies continue to change the landscape of reference services. For many users, virtual communication is the preferred means of conversing. Synchronous virtual reference, similar to other synchronous means of communication, is an important method for reaching students and for providing teaching and learning…

Twenty-three scholarly papers and twelve abstracts comprise the content of the eleventh annual Brick and Click Libraries Symposium, held at Northwest Missouri State University in Maryville, Missouri. The peer-reviewed proceedings, authored by academic librarians and presented at the symposium, portray the contemporary and future face of…

Twenty-six scholarly papers and ten abstracts comprise the content of the thirteenth annual Brick and Click Libraries Symposium, held annually at Northwest Missouri State University in Maryville, Missouri. The proceedings, authored by academic librarians and presented at the symposium, portray the contemporary and future face of librarianship. The…

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)…

This paper presents the results of an empirical survey conducted in the winter of 1995-96 among 413 Danish Internet users (business people, higher education/research and students). Data from a recent Danish Mediacenter Internet survey (n=2981) are also included. Findings indicate that women tend to use the Internet to solve well-defined problems,…