Is the library open? How the pandemic has changed the provision of virtual reference services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandy Hervieux
Keyword(s):  
Library Services ◽  
Virtual Reference ◽  
Content Type ◽  
Reference Services ◽  
University Library ◽  
Chat Reference ◽  
Person Reference ◽  
Potential Impact ◽  
The Impact ◽  
Practical Implications

PurposeThe purpose of this paper is to investigate the impact of the pandemic on the questions received via chat reference at a Canadian university library.Design/methodology/approachA qualitative analysis using coding of chat transcripts and a quantitative analysis of the length of chat interactions were used in this study.FindingsThe author determined that the types of questions received changed slightly during the pandemic due to the new library services offered. The complexity level of questions did not change significantly nor did the presence of instruction. The length of individual chat interactions and the total amount of time spent on chat increased, most likely due to the extended hours of the service and the number of patron questions present in one interaction.Originality/valueThis is the first study to investigate the potential impact of the pandemic on virtual reference services at a university library. The findings could lead to practical implications for libraries who need to close their in-person reference desk or need to respond to building closures.

Facing the shortage in Benin: a strategy for information and documentation access at the Université d’Abomey-Calavi

2016 ◽  
Vol 44 (3) ◽  
pp. 97-103
Author(s):  
Eustache Mêgnigbêto ◽  
Khadidjath Kouboura Osseni Bachabi
Keyword(s):  
Developing Country ◽  
Design Methodology ◽  
Relevant Information ◽  
Library Services ◽  
Content Type ◽  
University Library ◽  
Republic Of Benin ◽  
The University ◽  
Practical Implications

Purpose This paper aims to describe the response of students to the shortage of materials at the Université d’Abomey-Calavi (Republic of Benin). Design/methodology/approach A survey was conducted with over 2,000 students of the Université d’Abomey-Calavi in 2014, and the data were analysed. The paper deals with two questions related to the university library services they use. Findings To satisfy their information and documentation needs, students visit several university library services even on different campuses. Practical implications The study recommends the setting up and the implementation of a long-term development plan for the University of Abomey-Calavi libraries. Originality/value The study describes the behaviour of students of a developing country when faced with a lack of relevant information and documentation resources.

Using transaction log analysis to assess student search behavior in the library instruction classroom

2014 ◽  
Vol 42 (2) ◽  
pp. 320-335 ◽  
Author(s):  
Susan Avery ◽  
Daniel G. Tracy
Keyword(s):  
Undergraduate Students ◽  
Search Behavior ◽  
Library Instruction ◽  
Federated Search ◽  
Virtual Reference ◽  
Content Type ◽  
Reference Services ◽  
Search Tool ◽  
Search Behaviors ◽  
Practical Implications

Purpose – The purpose of this study is to determine how undergraduate students search in the context of a library instruction session. The results of an assessment of transaction logs are shared to provide evidence of student search behavior within a class setting. Design/methodology/approach – Transaction logs from 29 library instruction sessions using the library’s federated search tool were analyzed. Using a rubric, the authors assessed the logs to discover if students followed the instruction provided to construct more relevant, targeted searches, if they selected recommended resources and if they exhibited persistence in their searching. Findings – The study found most students had difficulty translating instruction on how to use quotation marks into their own searches, were mostly successful when choosing a database and notes varying participation patterns in classes taught at different times. Practical implications – Implications of this study include greater awareness of student search behaviors during library instruction sessions as well as guidance for providing reference services, particularly virtual reference where it is not possible to see how students construct searches. Originality/value – Although there have been studies of student search behaviors, examining behaviors during the context of a library instruction session is unique. This study provides an opportunity to observe student searching in a classroom setting and provides recommendations for more effective library instruction, both in the classroom and at the reference desk.

scholarly journals Let’s chat: the art of virtual reference instruction

2018 ◽  
Vol 46 (4) ◽  
pp. 529-542 ◽  
Author(s):  
Sandy Hervieux ◽  
Nikki Tummon
Keyword(s):  
Information Literacy ◽  
Literacy Instruction ◽  
Resource Sharing ◽  
Virtual Reference ◽  
Content Type ◽  
Reference Services ◽  
Information Literacy Instruction ◽  
Chat Reference ◽  
Reference Interactions ◽  
Academic Year

Purpose This study aims to evaluate the instances of information literacy instruction within the virtual reference system of a Canadian university library. Design/methodology/approach Coding and analysis of a sample of chat transcripts over the course of one academic year have been used. Findings The analysis indicated that over 50 per cent of virtual reference interactions do not lend themselves to information literacy instruction. An average of 23.6 per cent of interactions included information literacy instruction and the preferred methods of instruction were modelling and resource sharing. Originality/value While previous studies have focused on information literacy instruction provided in a virtual reference setting, this study aims to identify not only instances of information literacy but also to better understand the nature of chat queries by codifying instances of a transactional nature. The results could lead to improved best practices for chat reference, enhanced staff training and varied promotion and delivery of not just virtual reference services but of other library services as well. A portion of this research project, including partial results for the Fall semester, was presented at the LILAC Conference in Liverpool in April 2018.

Conflict resolution and recovery in Jamaica: the impact of the zika virus on destination image

2017 ◽  
Vol 9 (5) ◽  
pp. 516-524 ◽  
Author(s):  
Nichole Hugo ◽  
Hannah Miller
Keyword(s):  
Zika Virus ◽  
Media Coverage ◽  
Destination Image ◽  
Content Type ◽  
Global Perception ◽  
Potential Impact ◽  
Strong Deterrent ◽  
Tourism Economy ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to analyze how effectively Jamaica recovers from negative destination image due to the Zika virus to assist other countries with similar destination image issues. Because negative media coverage of a destination is a strong deterrent for visiting a destination, tourism operators should be aware of techniques to effectively promote their area. Design/methodology/approach A review of the literature regarding destination image and an investigation of other destinations with similar issues as a result of the Zika virus. Findings This paper observes that the surge in media coverage regarding the Zika virus threatens the destination image of Jamaica and could lead to a decrease in tourism revenue and foreign travelers. Practical implications This paper provides recommendations for destinations impacted by negative global perception or being seen as a risky area to travel to after a publicized event, such as a natural disaster or disease outbreak. Originality/value This paper examines the potential impact of the Zika virus as a threat to destinations which rely on a tourism economy. In general, little research has been associated with the impact of Zika on tourism despite its recent surge in media.

Constructing faces from memory: the impact of image likeness and prototypical representations

2014 ◽  
Vol 16 (4) ◽  
pp. 243-256 ◽  
Author(s):  
Charlie D. Frowd ◽  
David White ◽  
Richard I. Kemp ◽  
Rob Jenkins ◽  
Kamran Nawaz ◽  
...  
Keyword(s):  
Composite System ◽  
Linear Trend ◽  
Specific Information ◽  
Target Image ◽  
Significant Linear Trend ◽  
Content Type ◽  
Potential Impact ◽  
The Impact ◽  
Unfamiliar Faces ◽  
Practical Implications

Purpose – Research suggests that memory for unfamiliar faces is pictorial in nature, with recognition negatively affected by changes to image-specific information such as head pose, lighting and facial expression. Further, within-person variation causes some images to resemble a subject more than others. Here, the purpose of this paper is to explore the impact of target-image choice on face construction using a modern evolving type of composite system, EvoFIT. Design/methodology/approach – Participants saw an unfamiliar target identity and then created a single composite of it the following day with EvoFIT by repeatedly selecting from arrays of faces with “breeding”, to “evolve” a face. Targets were images that had been previously categorised as low, medium or high likeness, or a face prototype comprising averaged photographs of the same individual. Findings – Identification of composites of low likeness targets was inferior but increased as a significant linear trend from low to medium to high likeness. Also, identification scores decreased when targets changed by pose and expression, but not by lighting. Similarly, composite identification from prototypes was more accurate than those from low likeness targets, providing some support that image averages generally produce more robust memory traces. Practical implications – The results emphasise the potential importance of matching a target's pose and expression at face construction; also, for obtaining image-specific information for construction of facial-composite images, a result that would appear to be useful to developers and researchers of composite software. Originality/value – This current project is the first of its kind to formally explore the potential impact of pictorial properties of a target face on identifiability of faces created from memory. The design followed forensic practices as far as is practicable, to allow good generalisation of results.

scholarly journals Developing a Quality Model at University Library Services Sunderland

2014 ◽  
Vol 15 (1/2) ◽  
pp. 50-57 ◽  
Author(s):  
Kay Grieves ◽  
Michelle Halpin
Keyword(s):  
Cultural Change ◽  
Holistic Approach ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Library Services ◽  
Academic Experience ◽  
Quality Model ◽  
Content Type ◽  
University Library ◽  
The Impact

Purpose – The purpose of this paper is to share the ways in which University Library Services Sunderland, created and embedded a quality model, to engender service-culture change, ensure engagement with and best use of library services and capture and demonstrate evidence of the value of the library's contribution to the student experience. Launched in 2008 the Quality Model initiative is ongoing and has become the established way of working. Design/methodology/approach – The approach is of particular significance as Higher Education (HE) libraries are increasingly challenged to demonstrate their contribution to the academic experience and are exploring the role of cultural change to facilitate this. Although designed to meet the specific aims at Sunderland many of the techniques will be transferrable to the strategic priorities of other HE libraries. Findings – The creation and embedding of the Quality Model is enabling us to successfully nurture cultural change, to re-shape customer relationships and to capture and demonstrate the impact. Originality/value – The University of Sunderland Quality Model differs from many library performance models in that it takes an holistic approach. It aims to inform and shape cultural change and lead a strategic approach to customer relationship management in order to facilitate the capturing of impact evidence and demonstrate the value of the contribution. It is self-formed and based upon strategic marketing principles and underpins university priorities.

Perceived workplace gender-bias and psychological impact

2019 ◽  
Vol 43 (3/4) ◽  
pp. 339-353 ◽  
Author(s):  
Siham Lekchiri ◽  
Cindy Crowder ◽  
Anna Schnerre ◽  
Barbara A.W. Eversole
Keyword(s):  
Gender Bias ◽  
Critical Incident ◽  
Psychological Impact ◽  
Working Women ◽  
Content Type ◽  
Treatment Bias ◽  
Male Dominated ◽  
The Impact ◽  
Organizational Mechanisms ◽  
Practical Implications

Purpose The purpose of this paper is to explore the experiences of working women in a male-dominated country (Morocco) and unveil the unique challenges and everyday gender-bias they face, the psychological impact of the perceived gender-bias and, finally, identify a variety of coping strategies or combatting mechanisms affecting their motivation and retention in the workplace. Design/methodology/approach Empirical evidence was obtained using a qualitative research method. The Critical Incident Technique (CIT) was used to collect incidents recalled by women in the select institution reflecting their perceptions of their managers’ ineffective behaviors towards them and the impact of these behaviors. The critical incidents were inductively coded, and behavioral statements were derived from the coded data. Findings The qualitative data analysis led them to structure the data according to two theme clusters: The perceived gender-bias behaviors (Covert and evident personal and organizational behaviors) and Psychological impacts resulting from the perceived bias. These behavioral practices included abusive behaviors, unfair treatment, bias and lack of recognition. The psychological impact elements involved decreased productivity, depression, anxiety and low self-esteem. Practical implications Understanding these experiences can facilitate the identification of strategies geared towards the retention of women in the workforce, and Moroccan organizations can develop and implement strategies and policies that are geared towards eliminating gender-bias in the workplace and to retaining and motivating women who remain ambitious to work in male-dominated environments and cultures. Originality/value This paper provides evidence that sufficient organizational mechanisms to support women in male-dominated environments are still unavailable, leaving them to find the proper coping mechanisms to persevere and resist.

Embedding employability within higher education for the profession of policing

2019 ◽  
Vol 9 (3) ◽  
pp. 319-328
Author(s):  
Ian Pepper ◽  
Ruth McGrath
Keyword(s):  
Higher Education ◽  
Design Methodology ◽  
Research Study ◽  
Longitudinal Research ◽  
Evidence Base ◽  
Content Type ◽  
Educational Provision ◽  
Professional Body ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to evaluate the impact of an employability module, the College of Policing Certificate in Knowledge of Policing (CKP), on students’ career aspirations, their confidence and wish to join the police along with the appropriateness of the module. This will inform the implementation of employability as part of the College of Policing-managed Police Education Qualifications Framework (PEQF). Design/methodology/approach A three-year longitudinal research study used mixed methods across four points in time to evaluate the impact on students studying the employability module. Findings The research suggests that the employability-focussed CKP was useful as an introduction to policing, it developed interest in the police and enhanced the confidence of learners applying to join. Lessons learnt from the CKP should be considered during the implementation of the PEQF. Research limitations/implications The ability to generalise findings across different groups is limited as other influences may impact on a learner’s confidence and employability. However, the implications for the PEQF curriculum are worthy of consideration. Practical implications As the police service moves towards standardised higher educational provision and evolution of policing as a profession, lessons can be learnt from the CKP with regards to the future employability of graduates. Originality/value Enhancing the employability evidence base, focussing on policing, the research identified aspects which may impact on graduates completing a degree mapped to the PEQF. The research is therefore of value to higher education and the professional body for policing.

Employee emotional displays in the extended service encounter

2019 ◽  
Vol 31 (1) ◽  
pp. 115-136 ◽  
Author(s):  
Magnus Soderlund ◽  
Hanna Berg
Keyword(s):  
Marketing Communications ◽  
Emotional Expressions ◽  
Service Firms ◽  
Still Images ◽  
Content Type ◽  
Emotional Displays ◽  
Service Setting ◽  
Low Levels ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos. Design/methodology/approach Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high). Findings Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness. Moreover, the impact of the expression of happiness on the evaluation of the employee was mediated by several variables, which suggests that the influence of depicted employees’ emotional expressions can take several routes. Practical implications The results imply that service firms should not only be mindful about which specific employee they select for appearing in marketing communications materials, they should also pay attention to the emotional displays of selected employees. Originality/value The present study contributes to previous research by assessing a set of potential mediators to explain why displays of happiness influence consumers, and by examining these effects in a marketing communications setting in which the customer is exposed to still images or video-based representations of the employee. The present study also focuses explicitly on happiness rather than on smiles.

Understanding how the contextual variables influence political behaviour in strategic decision-making

2014 ◽  
Vol 7 (3) ◽  
pp. 226-250 ◽  
Author(s):  
Said Elbanna ◽  
Ioannis C. Thanos ◽  
Vassilis M. Papadakis
Keyword(s):  
Decision Making ◽  
Strategic Decision ◽  
Strategic Decision Making ◽  
Strategic Decisions ◽  
Empirical Examination ◽  
Content Type ◽  
Political Behaviour ◽  
Practitioner Education ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to enhance the knowledge of the antecedents of political behaviour. Whereas political behaviour in strategic decision-making (SDM) has received sustained interest in the literature, empirical examination of its antecedents has been meagre. Design/methodology/approach – The authors conducted a constructive replication to examine the impact of three layers of context, namely, decision, firm and environment, on political behaviour. In Study 1, Greece, we gathered data on 143 strategic decisions, while in Study 2, Egypt, we collected data on 169 strategic decisions. Findings – The evidence suggests that both decision-specific and firm factors act as antecedents to political behaviour, while environmental factors do not. Practical implications – The findings support enhanced practitioner education regarding political behaviour and provide practitioners with a place from which to start by identifying the factors which might influence the occurrence of political behaviour in SDM. Originality/value – The paper fills important gaps in the existing research on the influence of context on political behaviour and delineates interesting areas for further research.

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