This study examines the evolving roles and responsibilities of entry-level academic reference positions, as stated in recent job advertisements posted on the American Library Association's JobLIST Web site and other sources. Findings from a content analysis of these advertisements indicate that current entry-level reference positions in academic…

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…

Despite the old-fashioned view of the academic library as a static institution, libraries can and do change in response to the needs of users and stakeholders. Perhaps the most dramatic shift in services has been the transition from a purely physical to a combination physical/virtual or even virtual-only environment. This article examines how…

The purpose of this study was to measure the degree to which academic libraries or library staff members throughout the United States adhere to the Guidelines for Virtual Reference Services provided by the Reference & User Services Association (RUSA). The results of the study were analyzed to identify specific areas where improvement is needed…

As technology continues to advance, libraries in Europe and America continue to improve upon their virtual reference services by employing new Web technologies and applying them to existing services. West African academic libraries have begun providing resources electronically to their users but still typically lag behind in the services they…

The contributions in this volume represent a decade of OCLC's user behavior research findings that articulate the need for the design of future library services to be all about the user. Highlights include: (1) People associate the library with books and do not consider the library in relation to online resources or reference services; (2) People…

This study examines local research guides created by academic business librarians to assist patrons with researching the communities (towns, cities, and regions) where their schools are located. A key finding is that only 33% of the libraries surveyed provide guides to local research, while 80% provide guides to international research. (Contains 2…

Student workers have always been a traditional and valuable component to the smooth running of many academic health sciences libraries. However, in recent years many libraries have redefined student workers' roles to extend beyond their traditional scope due to a range of factors, such as loss of staff and budget cutbacks. The Bio-Medical Library…

While a great deal of literature on embedded librarians in academic libraries is focused on the role of instructor, there are many other services that could be provided by librarians working closely with students. The Kresge Business Administration Library (Stephen M. Ross School of Business at the University of Michigan) has created a unique…

There's a lot of focus on the "Next Gen" librarians out there bringing a youth perspective that's supposed to shake things up and introducing new ideas and practices into a profession that sometimes moves forward at a glacial pace. But the ideas of the new generation do not invalidate the work done by those who came before. In fact, change in…

Proper planning and assessment surveys of projects for academic library Web sites will not always be predictive of real world use, no matter how many responses they might receive. In this case, multiple-phase development, librarian focus groups, and patron surveys performed before implementation of such a project inaccurately overrated utility and…

Sixteen scholarly papers and twenty abstracts comprise the content of the eighteenth annual Brick & Click Libraries Conference, held annually at Northwest Missouri State University in Maryville, Missouri. The proceedings, authored by academic librarians and presented at the conference, portray the contemporary and future face of librarianship.…

This study explores student use of the mobile Web in general and expectations for an academic library's mobile Web site in particular through focus groups with students at Kent State University. Participants expressed more interest in using their mobile Web device to interact with library resources and services than anticipated. Results showed an…

Reference services are in transition. Impacted by advances in technology, changing user expectations, and the migration to greater provision of online and distance service, reference in academic libraries today is not the same service it was even just a decade ago. Most literature looks at reference competencies either for a specific service model…

Academic libraries have traditionally collected reference statistics using hash marks on paper. Although efficient and simple, this method is not an effective way to capture the complexity of reference transactions. Several electronic tools are now available to assist libraries with collecting often elusive reference data--among them homegrown…