Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

Purpose: The purpose of this paper is to focus on training in support of leadership development at the University of the West Indies, Mona Campus, main and branch libraries. Design/methodology/approach: The paper is based on an interview with a campus librarian and desk research. Findings: Like any other institution in the world, the Mona Library…

This study examined the management experience, preparation, and training possessed by middle managers in academic libraries through the analysis of survey results. The analysis showed both advances in middle management preparation over recent decades and room for improvement in several aspects of management development and training within the…

With the emergence of social networking and Web 2.0 applications, libraries have the means to reach users through interactive Web-based tools patrons already use in their personal lives, such as Facebook and YouTube. In this study the authors aim to understand the ways that libraries are using YouTube for outreach purposes. Using a methodology…

To celebrate the thirtieth anniversary of the Isser and Rae Price Library of Judaica at the University of Florida, the Price Library launched the first stage of a project to digitize an important, special collection of anniversary editions of Jewish newspapers from around the world. This article provides the history of the collection, need for…

In 2010, the University of Texas at San Antonio Libraries opened a bookless satellite library, the Applied Engineering and Technology (AET) Library. AET librarians wanted to offer a new service: lending e-readers loaded with academic content and other e-books of interest to engineering and science students. Librarians chose three e-readers for the…

This paper presents the results from a quantitative and systematic analysis comparing the online usage of an e-reference and an e-monograph collection. A very strong relationship exists between size and usage: the larger the collection, the greater the usage. An equally strong relationship exists between searches and viewings, meaning that the…

Branding and the idea that ebooks are still essentially books are important concepts to keep in mind, especially when confronted with all there is to oversee and consider in the arena of electronic resources; it is easy to feel overwhelmed by the torrent of change and the intricacies of the business. The author states that electronic resources…

Purpose: The aim of this paper is to study the impact of internet search engine usage with special reference to OPAC searches in the Punjabi University Library, Patiala, Punjab (India). Design/methodology/approach: The primary data were collected from 352 users comprising faculty, research scholars and postgraduate students of the university. A…

Are online activities devoid of emotion and social intelligence? Graduate students in online and blended programs at Texas Tech University and the University of Memphis were surveyed about how often they laughed, felt other emotions, and expressed social intelligence. Laughter, chuckling, and smiling occurred "sometimes" as did other…

A benchmarking review of the quality assurance practices of the libraries of the Australian Technology Network conducted in 2006 revealed exemplars of best practice, but also sector-wide gaps. A follow-up review in 2010 indicated the best practices that remain relevant. While some gaps persist, there has been improvement across the libraries and…

On the night of November 11, 1817, nineteen-year-old Rufus Choate rushed to Dartmouth Hall from his Hanover boarding room to answer a call of alarm from his classmates. Professors from Dartmouth University, an institution recently created by legislative action, "had violently attacked" the student library under Choate's care "and, after an…

The study looked into the 307 Koha libraries listed in Breeding's Library Technology Guides. Since all the tag clouds in Koha are user-contributed, their adoption and usage can shed light on the extent to which libraries are supporting user tagging. The research also revealed that public library users are more actively involved in tagging than…

This article reports a librarian's collection development efforts to support her institution's first independent doctoral degree (Ed.D., Educational Leadership) via a citation analysis comparing information usage by education doctorate dissertation authors from six peer institutions nationally. This analysis is part of a long-term examination of…

As the digital environment continues to become more pervasive in our lives, academic libraries have had to adapt to ensure that services remain relevant to users' needs. Research was conducted to examine the 2009-2011 refurbishment at the University of New South Wales (UNSW) Library and evaluate its success in meeting users' needs in terms of…