scholarly journals Reference service evaluation at an African academic library: the user perspective

2015 ◽  
Vol 64 (8/9) ◽  
pp. 552-566 ◽  
Author(s):  
Lili Luo ◽  
Viscount B. Buer
Keyword(s):  
Customer Service ◽  
Information Needs ◽  
Large Scale ◽  
Academic Library ◽  
Relevant Information ◽  
Evaluation Study ◽  
User Perspective ◽  
Content Type ◽  
Library Users ◽  
Reference Service

Purpose – This paper aims to provide a detailed discussion of a large-scale library reference evaluation study conducted at the University of Education, Winneba (UEW) in Ghana. The study seeks to evaluate the reference service from the user perspective, focusing on how users use and perceive the service. Design/methodology/approach – Self-administered survey was used as the data collection instrument. One thousand questionnaires were distributed to library users in a three-week period, and the response rate was 63.7 per cent. Findings – The reference service had a high non-use rate of 42.6 per cent, which was primarily attributed to library users’ self-sufficiency and lack of awareness of the service. The top three motivations for library users to use the reference service were class assignments, personal interests and using library facilities. Although their overall altitude was positive, users felt that reference librarians were more successful at exhibiting customer service qualities than performing tasks related to identifying users’ information needs and searching/locating relevant information to fulfill the needs. Practical implications – The knowledge gained from this study will deepen the understanding of how the reference service is utilised and perceived by library users and offer insights on how to enhance the services to optimise the user experience. Originality/value – This study yields an enriched view of reference service provision in the African context. Its findings will help other academic libraries in Africa successfully plan and implement their own reference evaluation efforts and ultimately encourage more evidence-based library practices in the developing world.

Text a librarian: a look from the user perspective

2014 ◽  
Vol 42 (1) ◽  
pp. 34-51 ◽  
Author(s):  
Lili Luo
Keyword(s):  
Large Body ◽  
Point Of View ◽  
Ease Of Use ◽  
Survey Study ◽  
User Perspective ◽  
Content Type ◽  
Library Users ◽  
Degree Of Satisfaction ◽  
Reference Service ◽  
High Degree

Purpose – The aim of this paper is to provide an in-depth examination of the use and non-use of text reference service among library users, seeking to evaluate the service from library users' perspective and hence enhance the professional understanding of the best practices of text reference service. Design/methodology/approach – A survey study was conducted among library users, examining user demographics, user's texting behavior, user awareness of text reference service, and users' use or non-use of the service. Findings – Findings suggest that the majority of library users have not used the service and their non-use is primarily attributed to their lack of awareness. Users who have used the service report a high degree of satisfaction and appreciate the convenience, ease of use and speediness of the service. Practical implications – The paper helps interested libraries develop an enriched view of texting's affordance as a reference service venue and thus make more informed decisions in successfully implementing the service. Originality/value – Text reference is the most recent reference development and it does not have a large body of literature. Current reports are primarily of a single library's experience and rarely investigate users' experience with text reference service. This paper fills the void in the literature by presenting a thorough study of text reference service from the user's point-of-view.

scholarly journals Library orientation practices in special libraries

2020 ◽  
Vol 48 (4) ◽  
pp. 525-536
Author(s):  
Melissa Fraser-Arnott
Keyword(s):  
Information Needs ◽  
Small Sample Size ◽  
Statistical Significance ◽  
Academic Library ◽  
Small Sample ◽  
Orientation Program ◽  
Content Type ◽  
Special Library ◽  
Library Staff ◽  
Host Organization

Purpose The library orientation session is an important marketing tool because it offers the first opportunity for library staff to connect with new clients (Craft and Ballard-Thrower, 2011; Rhoades and Hartsell, 2008). This paper aims to explore library orientation practices in special libraries and information centers with the goal of surveying current practices and identifying guidance for successful orientation program design and delivery. Design/methodology/approach This study explored library orientation practices in special libraries and information services through an electronic survey. The survey questions were developed based on themes that emerged from case studies on library orientations from the academic library literature. These themes included reasons for library orientation program redesigns, the importance of partnerships in orientation design and delivery and the tools and techniques used in the delivery of orientation sessions. Findings The results revealed that library orientations are taking place in special libraries, but there is no consistent approach to library orientation delivery. Even within a single library, multiple approaches to library orientations are taken based on client availability, demand and information needs observations of library staff. Participants’ responses were analyzed to develop recommendations for special library orientations. These include developing partnerships (particularly with human resource departments), using technology strategically, considering the timing of orientations for new potential clients in relation to their start as new employees in the host organization, customizing library orientations based on client segment, engaging in ongoing outreach, and being flexible in design and delivery methods. Research limitations/implications This study represents a starting step in an exploration of library orientation practices in special libraries. The key limitation of this study was the low response rate leading to small sample size. A larger sample of special libraries would be needed to produce a quantitative analysis of the prevalence of practices with an acceptable degree of statistical significance. Alternately, smaller samples of special libraries organized by characteristics such as size or type (e.g. corporate libraries, law libraries and medical libraries) could be conducted to determine if distinctive trends exist within these special library types. Practical implications This study revealed information about key practices and challenges that can be used by special library practitioners seeking to implement or redesign a library orientation program in their library. Originality/value While academic and practitioner literature exists detailing library orientation activities in academic and school libraries, there are very few papers on special library orientations. This study fills a gap in the literature by investigating library orientation practices in special libraries and information centers.

The challenges and opportunities of marketing academic libraries in the USA

2006 ◽  
Vol 27 (6/7) ◽  
pp. 494-504 ◽  
Author(s):  
Helen H. Spalding ◽  
Jian Wang
Keyword(s):  
Academic Libraries ◽  
Academic Library ◽  
Content Type ◽  
Organizational Goals ◽  
Innovative Methods ◽  
Library Users ◽  
Challenges And Opportunities ◽  
The Usa ◽  
Value Of Marketing ◽  
Library Marketing

PurposeThe purpose of this paper is to explore the value of marketing in academic libraries and how the marketing concept is applied in practice to marketing academic library services through the experiences of academic libraries across the USA.Design/methodology/approachThe paper focuses on using marketing as a managerial tool to accomplish strategic organizational goals and objectives, discusses challenges and opportunities in academic library marketing, presents examples demonstrating innovative methods that academic libraries have used to market their images and services, and offers suggestions for developing marketing plans and strategies.FindingsThe paper finds that market research allows libraries to understand better the points of view of their student and faculty library users, as well as the perspectives of campus administrations and the community external to the college. The result is that the library is more successful in gaining visibility and support for its efforts, and library users are more successful in making the best use of the services available to them to meet their academic and research goals.Originality/valueThe paper offers practical solutions for academic libraries in the global community.

The quality of the metacommunication of the interface and search system of the CAPES Portal of e-Journals

2017 ◽  
Vol 35 (3) ◽  
pp. 398-409
Author(s):  
Gracielle Mendonça Rodrigues Gomes ◽  
Beatriz Valadares Cendon
Keyword(s):  
Information Retrieval ◽  
Digital Libraries ◽  
Information Needs ◽  
Relevant Information ◽  
Search System ◽  
Inspection Method ◽  
Content Type ◽  
Scientific Methods ◽  
Information Retrieval Systems

Purpose The study aims to propose the use of the semiotics inspection method (SIM) which is an interpretative and qualitative method from semiotics engineering (SE) for the evaluation of the communicability of systems and to evaluate digital libraries and information retrieval systems (IRS). The paper presents the results of the application of this method in the evaluation of the quality of the communicability of the interface and search system of the Coordination for the Improvement of Higher Education Personnel (CAPES) Portal of e-Journals, a major scientific digital library in Brazil. There are proposed solutions to improve this system included. Design/methodology/approach The study used the SIM to evaluate the system. Two evaluators inspected the system. They performed the comparison and the analysis of three types of metamessages (metalinguistic, static and dynamic). The metamessages generated by the evaluators were contrasted to find inconsistencies and ambiguities in the CAPES Portal of e-Journals. Finally, the last step of the method was the final assessment about the inspection. Findings The evaluators identified 52 problems of communicability. These problems were ranked according to severity ratings established by Nielsen (1994). They were grouped in ten types of problems present in the interface and in the search system of the CAPES Portal of e-Journals. Originality value This research contributes theoretically to the field of information retrieval and to the area of human–computer interaction and, in particular, to the theory of SE by adapting SE methods that allow the evaluation of communicability to the context of the scientific IRS. Results obtained through scientific methods should contribute to development of the interface and search tools of IRS to better support query formulation and retrieval of relevant information and more efficiently satisfy the information needs of individuals.

Software entrepreneurs’ competencies based on business growth

2020 ◽  
Vol 22 (1) ◽  
pp. 111-132
Author(s):  
Iman Sudirman ◽  
Joko Siswanto ◽  
Atya Nur Aisha
Keyword(s):  
Project Management ◽  
Customer Service ◽  
Large Scale ◽  
Statistical Tests ◽  
Service Orientation ◽  
Achievement Orientation ◽  
Chi Square ◽  
Content Type ◽  
Technical Competencies ◽  
Chi Square Test

Purpose This study aims to identify the competencies of small- and medium-sized enterprises’ (SMEs) entrepreneurs in the software sector and the perceived level of attainment in each competency. It also examines whether these competencies and their levels affect business turnover and growth (in terms of business scale and duration). Design/methodology/approach To accomplish this purpose, the study took a quantitative approach, involving a survey of 33 SME entrepreneurs, which was then processed using statistical tests, including chi-square test, Kruskal–Wallis test and ordinal regression. Findings There were four findings of the study. Firstly, software SME entrepreneurs need 17 competencies, with high levels of soft competencies being required and average levels of technical competencies. Secondly, there are significant differences in perceived levels of customer service orientation (p = 0.089) depending on the scale of the business and in perceived levels of project management (p = 0.087) depending on the duration of the business. Thirdly, customer service orientation (p = 0.031) and project management (p = 0.01) both have a significant influence on business revenues. Fourthly, there were significant gaps in perceived levels of competency (p < 0.05) in achievement orientation, customer service orientation and project management. Originality/value There is existing research that conducts competency mappings at the managerial level in large-scale organizations; however, this sort of research in relation to SME entrepreneurs is still lacking. The present study seeks to fill this gap. It also maps integrated entrepreneurial competencies, including soft and technical competencies; a focus that is lacking in previous studies.

Reference service in Second Life: an overview

2008 ◽  
Vol 36 (3) ◽  
pp. 289-300 ◽  
Author(s):  
Lili Luo
Keyword(s):  
Second Life ◽  
Information Needs ◽  
New Technologies ◽  
Real Life ◽  
Survey Study ◽  
Content Type ◽  
Related Information ◽  
Social Nature ◽  
Reference Librarians ◽  
Reference Service

PurposeThe purpose of this paper is to provide an overview of how reference service is provided in the 3D virtual world, Second Life (SL), and to further the professional understanding of the newest reference “frontier” and its impact on the library reference world.Design/methodology/approachA survey study was conducted to examine the nature and practice of reference service provided by volunteer reference practitioners in SL. Different aspects of SL reference were studied, including types of reference questions, types of reference sources, communication methods, reference competencies and differences between SL reference and real life reference.FindingsThe paper reveals that, as an independent service point, the SL reference desk serves mostly SL‐related information needs and reference librarians rely heavily on their personal knowledge to answer users' questions. One distinct feature of the SL reference desk is its social nature. It functions both as a place for social gathering and a place for information and reference service.Practical implicationsThis study investigates various aspects of SL reference service and introduces the new reference development to a larger audience. Findings from this study will help practitioners who are interested in adopting new technologies in reference work obtain a thorough understanding of SL reference and its value to their respective communities, and hence, design better virtual services for users.Originality/valueThis study is the first study to systematically examine reference activities in SL and present in‐depth views on the nature and practice of SL reference.

scholarly journals Adult education and academic libraries

2018 ◽  
Vol 119 (7/8) ◽  
pp. 422-431 ◽  
Author(s):  
Karen Bordonaro
Keyword(s):  
Adult Education ◽  
Adult Learners ◽  
Adult Learning ◽  
Literature Review ◽  
Academic Libraries ◽  
Academic Library ◽  
Academic Librarians ◽  
Learning Theories ◽  
Content Type ◽  
Library Users

Purpose The purpose of this paper is to offer practicing academic librarians an overview of adult education theories as a way to more deeply understand and further foster adult learning in academic libraries. Design/methodology/approach This paper is a literature review. Findings This review introduces academic librarians to a range of specific adult education learning theories; it offers examples of academic library users engaging in these types of adult learning; it considers how academic libraries can further foster adult learning; and it identifies major characteristics of adult learners. Originality/value This literature review offers a summative overview of adult education in a way that has not appeared in the library literature to date, along with explicit connections between adult education theories and academic library practices.

To stream or not to stream?

2016 ◽  
Vol 117 (7/8) ◽  
pp. 485-498 ◽  
Author(s):  
Sara E. Morris ◽  
Lea H. Currie
Keyword(s):  
Development Policy ◽  
Academic Library ◽  
Collection Development ◽  
University Of Kansas ◽  
Content Type ◽  
The Past ◽  
Feature Films ◽  
Library Users ◽  
Streaming Services ◽  
The University

Purpose The University of Kansas (KU) libraries has faced increased requests for streaming video in the past five years. While we have provided access to many databases of films, feature films remained a problem. To write a collection development policy, the library undertook three investigations to ensure the outcome reflected the needs of the university. Design/methodology/approach Film titles included in Swank 300 and Criterion-on-Demand were checked against the CanIStream. it? website to check for availability through streaming, rental or purchase services. Student library users were surveyed to determine if they had streaming subscriptions and, if so, which ones. KU librarians also examined academic library collection development polices to understand how others have addressed this issue. Findings More than half of the feature films provided by the two vendors are available through subscriptions, renting or purchasing methods. A majority of students subscribe to one or more of these services. Many academic libraries are deciding not to provide streaming feature films. Originality/value There are no previous studies on students’ subscriptions to streaming services linked to availability of feature films offered from commercial vendors to libraries.

Effective techniques for the segmentation of academic library users

2016 ◽  
Vol 37 (8/9) ◽  
pp. 454-464 ◽  
Author(s):  
Zhixian Yi
Keyword(s):  
Influencing Factors ◽  
Online Survey ◽  
Academic Library ◽  
Academic Librarians ◽  
Library Services ◽  
Content Type ◽  
Content Analysis Method ◽  
Library Users ◽  
Practical Implications ◽  
Australian Universities

Purpose The purpose of this paper is to examine how Australian academic librarians perceived effective techniques used to segment library users into smaller groups and the influencing factors for their perceptions of the used techniques. Design/methodology/approach An online survey was sent to 400 academic librarians in 37 Australian universities and 230 (57.5 per cent) respondents completed and returned surveys. The descriptive and inferential statistics and content analysis method were used to analyse the collected data. Findings A variety of effective techniques were utilised to segment library users. Library variables such as number of staff and number of library branches and human capital variables such as education level, years of present position, formally studying marketing and attending a workshop on marketing in the last five years were significant predictors of perceptions of the effective segmentation techniques used, but this study indicates that other predictors such as number of different library professional positions and years involved in all library services and demographical variables made no difference. Practical implications This paper provides a useful overview of the effective techniques used to segment library users. Originality/value The value of this study is that librarians may utilise the results to better understand different techniques, to reflect on the effectiveness of the used techniques, and to balance the weight of the influencing factors. This will enable them to segment library users more effectively in the future.

Nurturing customer service culture in an experience economy: employees' assessment of the UWI, Mona Library service model

2020 ◽  
Vol 41 (4/5) ◽  
pp. 193-220
Author(s):  
Sasekea Harris ◽  
Cheryl Folkes ◽  
Karen Tyrell ◽  
David Brown
Keyword(s):  
Customer Service ◽  
Product Space ◽  
Academic Library ◽  
Service Model ◽  
Experience Economy ◽  
Content Type ◽  
Service Culture ◽  
Individual Interviews ◽  
External Customer ◽  
The Impact

PurposeIn an experience economy, the alternative options for higher education are varied; resulting in competition and a deliberate focus on student experience to create competitive advantage. In this regard, the various constituents of the university, including the library, are required to transform the organisational culture, specifically, the service culture, to engage students in a way that creates a memorable experience. In response, The UWI, Mona Library re-launched its Customer Service programme: using an in-house inspired 10 element service model, with initiatives aimed at realising each element, the library purposed to build a service culture. This paper seeks to assess employees' perception of the impact of the initiatives of this model.Design/methodology/approachThis survey research employed individual interviews to assess employees' perception of the impact of the initiatives of the service model, with the objective of refining the model, where needed, for continued use in the Mona Library, and for use in libraries desirous of implementing the model.FindingsThe initiatives of the service model are creating the desired customer service culture and aspects have been identified for refinement.Research limitations/implicationsThe model is based on the needs, experiences, history, culture and strategic priorities of one Caribbean university library. It centres on the employees and their perception. As such, it focuses less on the product, space and the external customer; but it is hoped that by focusing on the employees (specifically creating a service culture amongst them) that this will ultimately impact product, space and the overall customer experience.Practical implicationsProvides the top priorities and considerations for a practicing Caribbean / developing country academic library manger, with an interest in a model for nurturing service culture amongst the employees.Originality/valueThis paper is of value as it centres on creating a service culture, rather than on the usual customer service satisfaction survey, offers a service model and adds to the literature on customer service in academic libraries.

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