Electronic resources undergo various changes during their lifecycle from evaluation, to acquisitions, to renewal or cancelation. To keep users abreast of these changes, effective communication is necessary between the electronic resources librarian and the library team. Effective communication is equally important between the electronic resources…

The study analyzes how chat reference providers refer patrons to subject specialists in 467 interactions from two years at a university library. Qualitative analysis showed variation in how referrals are presented: as an option versus a recommendation, putting follow-up in the hands of patrons versus librarians, and apologizing versus promoting…

As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program.…

To better understand, articulate, and improve the academic library's impact on online populations, this two-phase mixed-method study examines library communication with online students and faculty. In phase I, online focus group participants responded to vignettes illustrating library communication scenarios. Results from phase I informed the…

This study investigated the application of web 2.0 tools for the provision of library services for teaching, learning and research in Polytechnics. The researchers employed a descriptive survey method and a questionnaire was used as instrument for data collection. The population of the study consisted of ninety one (91) library staff in…

Student workers are a well-established component of academic library operations. Recently, their traditional role has expanded to include responsibilities that were previously assigned to librarians, including in-person and virtual reference support. This trend has raised concerns about service quality and highlighted the importance of adequate…

It's been well documented in a number of articles regarding the contemporary library patron that with the rise in mobile computing and smart phone technology, patrons are looking for fast and easy service from whichever technological avenue they are using to access library services. Libraries are responding with increasing numbers of online…

Quora (www.quora.com) is a contemporary, web-based take on reference. Users post questions within Quora and other users answer the questions. Users can vote for and against answers (or not vote at all). It is users asking questions of friends and strangers and then sorting through the results. If the model sounds familiar, it's because it is.…

This study targets librarians and information professionals who use Web 2.0 tools and applications with a view to providing snapshots on how Web 2.0 technologies are used. It also aims to identify values and impact that such tools have exerted on libraries and their services, as well as to detect various issues associated with the implementation…

Gathering qualitative information about usage behavior of library Web sites is a time-consuming process requiring the active participation of patron communities. Libraries that collect virtual reference transcripts, however, hold valuable data regarding how the library Web site is used that could benefit Web designers. An analysis of virtual…

As individuals become more and more comfortable mediating all kinds of situations online and through various technologies, their virtual selves increasingly overlap their "real" lives. Posting a "happy birthday!" message on Facebook is as automatic as dropping a card in the mail. E-mailing relevant links to co-workers happens as naturally as…

The job of the contemporary reference librarian has a virtual component unimaginable a generation ago. Today's library professional can obtain an MLS (or equivalent) online with a minimal residency requirement. Not only the degree, but also library sources, and indeed patrons, have become virtual. Both books and periodicals can be consulted by…

Knowing that some students appreciate their library's value and want to contribute to its new developments, the author sought to generate discussion about her library to know how her library patrons use the internet. At first, she created a blog, but after that attracted few responses, she built a wiki instead, to invite more student interaction.…

Reports on the current state of reference services on the World Wide Web and explains what a Web-based reference service is. Describes several models of handling requests, and explores the impact of these services on traditional reference services. Concludes that, to date, Web-based services have had little impact on traditional reference…

This paper describes how librarians can teach patrons the basics of hypertext markup language (HTML) so that patrons can publish their own homepages on the World Wide Web. With proper use of handouts and practice time afterwards, the three basics of HTML can be conveyed in only 60 seconds. The three basics are: the basic template of Web tags, used…