Pub Date : 2021-02-08DOI: 10.1108/RSR-11-2020-0066
Idunn Bøyum, Katriina Byström, N. Pharo
Purpose The purpose of this study is to investigate why users turn to the university library’s reference desk and whether librarians make use of the opportunity to conduct reference interviews to disclose any unexpressed information needs. Design/methodology/approach This paper presents the results from a qualitative exploration study where interactions between librarians and users were observed in authentic situations at the reference desk and analyzed using a modified version of Radford and Connaway’s (2013) categorization of inquiries. Findings Most inquiries were seemingly easy to answer and pertained to collections and procedures in the library. Lending out desk supplies accounted for a high proportion of the activity. Only a small number of requests were subject-oriented and reference interview techniques were only used in 5% of the recorded inquiries. This means that the users’ information needs were not probed in the vast majority of the interactions. Research limitations/implications The study is exploratory and mirrors the activity that takes place in one specific library. The low number of reference interview techniques used may indicate a lack of interest in users’ information needs, which signifies a risk of the reference desk being reduced to an arena for instrumental and superficial interaction between librarians and users. Originality/value This study illustrates current developments in work at a physical library desk. Few recent studies address face-to-face interactions between librarians and users.
{"title":"Is the reference desk used for reference interviews","authors":"Idunn Bøyum, Katriina Byström, N. Pharo","doi":"10.1108/RSR-11-2020-0066","DOIUrl":"https://doi.org/10.1108/RSR-11-2020-0066","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to investigate why users turn to the university library’s reference desk and whether librarians make use of the opportunity to conduct reference interviews to disclose any unexpressed information needs.\u0000\u0000\u0000Design/methodology/approach\u0000This paper presents the results from a qualitative exploration study where interactions between librarians and users were observed in authentic situations at the reference desk and analyzed using a modified version of Radford and Connaway’s (2013) categorization of inquiries.\u0000\u0000\u0000Findings\u0000Most inquiries were seemingly easy to answer and pertained to collections and procedures in the library. Lending out desk supplies accounted for a high proportion of the activity. Only a small number of requests were subject-oriented and reference interview techniques were only used in 5% of the recorded inquiries. This means that the users’ information needs were not probed in the vast majority of the interactions.\u0000\u0000\u0000Research limitations/implications\u0000The study is exploratory and mirrors the activity that takes place in one specific library. The low number of reference interview techniques used may indicate a lack of interest in users’ information needs, which signifies a risk of the reference desk being reduced to an arena for instrumental and superficial interaction between librarians and users.\u0000\u0000\u0000Originality/value\u0000This study illustrates current developments in work at a physical library desk. Few recent studies address face-to-face interactions between librarians and users.\u0000","PeriodicalId":46478,"journal":{"name":"Reference Services Review","volume":" ","pages":""},"PeriodicalIF":1.0,"publicationDate":"2021-02-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41563325","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-02-04DOI: 10.1108/RSR-07-2020-0050
Elise Ferer
Purpose To describe how a personal librarian program at a large university developed, has evolved, and continues to function. This paper aims to assist other librarians in developing their own personal librarian programs. It will also assist librarians who are working to connect to students. Design/methodology/approach To produce this paper, internal documents were reviewed, existing data were investigated, those who assisted in the development of the program were consulted and literature on personal librarian programs was reviewed. Findings Personal librarian programs can be an efficient way to connect to students and can create awareness about library services, especially without a formal orientation for new students. The personal librarian program discussed here connects the library to a large number of students with little time and effort. Planning is important in developing a working program. Practical implications Librarians can use this article to understand how a personal librarians program functions and how it can benefit their libraries. The paper emphasizes revising an existing program to work more effectively and using planning documents and assessment to help an outreach program run smoothly. Originality/value This paper details how a personal librarian program was developed and has evolved as well as how the program functions. The value is in the ways in which the program has been revised and has evolved and in the role that planning has taken in creating an effective program.
{"title":"Personal connections: one library’s history of personal librarian","authors":"Elise Ferer","doi":"10.1108/RSR-07-2020-0050","DOIUrl":"https://doi.org/10.1108/RSR-07-2020-0050","url":null,"abstract":"\u0000Purpose\u0000To describe how a personal librarian program at a large university developed, has evolved, and continues to function. This paper aims to assist other librarians in developing their own personal librarian programs. It will also assist librarians who are working to connect to students.\u0000\u0000\u0000Design/methodology/approach\u0000To produce this paper, internal documents were reviewed, existing data were investigated, those who assisted in the development of the program were consulted and literature on personal librarian programs was reviewed.\u0000\u0000\u0000Findings\u0000Personal librarian programs can be an efficient way to connect to students and can create awareness about library services, especially without a formal orientation for new students. The personal librarian program discussed here connects the library to a large number of students with little time and effort. Planning is important in developing a working program.\u0000\u0000\u0000Practical implications\u0000Librarians can use this article to understand how a personal librarians program functions and how it can benefit their libraries. The paper emphasizes revising an existing program to work more effectively and using planning documents and assessment to help an outreach program run smoothly.\u0000\u0000\u0000Originality/value\u0000This paper details how a personal librarian program was developed and has evolved as well as how the program functions. The value is in the ways in which the program has been revised and has evolved and in the role that planning has taken in creating an effective program.\u0000","PeriodicalId":46478,"journal":{"name":"Reference Services Review","volume":" ","pages":""},"PeriodicalIF":1.0,"publicationDate":"2021-02-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48110596","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-02-01DOI: 10.1108/RSR-10-2020-0063
Paula R. Dempsey
Purpose The purpose of this study is to learn what factors liaison librarians in academic research libraries consider in determining whether to refer chat reference patrons to subject specialists. Design/methodology/approach Subject specialists were asked what policies guided their decisions to refer to a specialist and then assessed unreferred chat session transcripts both within and outside their specializations to determine need for a referral. Findings Few respondents were guided by formal policies. Contrary to an initial hypothesis, subject area was not a key factor in referring chat. A broader set of criteria included reference interviewing, provision of relevant resources and information literacy instruction. Respondents valued both the depth that subject specialists can provide to reference interactions and the ability of a skilled generalist to support information literacy. Research limitations/implications Findings are most applicable to large, public doctoral universities with liaison librarian programs. Assignment of respondents to subject specialist categories was complicated by their broad range of background and expertise. Practical implications The study contributes new understanding of referrals to subject specialists who have potential to guide development of formal referral policies in academic library virtual reference services. Originality/value The study is the first empirical examination of chat reference referral decisions.
{"title":"Referring academic library chat reference patrons: how subject librarians decide","authors":"Paula R. Dempsey","doi":"10.1108/RSR-10-2020-0063","DOIUrl":"https://doi.org/10.1108/RSR-10-2020-0063","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to learn what factors liaison librarians in academic research libraries consider in determining whether to refer chat reference patrons to subject specialists.\u0000\u0000\u0000Design/methodology/approach\u0000Subject specialists were asked what policies guided their decisions to refer to a specialist and then assessed unreferred chat session transcripts both within and outside their specializations to determine need for a referral.\u0000\u0000\u0000Findings\u0000Few respondents were guided by formal policies. Contrary to an initial hypothesis, subject area was not a key factor in referring chat. A broader set of criteria included reference interviewing, provision of relevant resources and information literacy instruction. Respondents valued both the depth that subject specialists can provide to reference interactions and the ability of a skilled generalist to support information literacy.\u0000\u0000\u0000Research limitations/implications\u0000Findings are most applicable to large, public doctoral universities with liaison librarian programs. Assignment of respondents to subject specialist categories was complicated by their broad range of background and expertise.\u0000\u0000\u0000Practical implications\u0000The study contributes new understanding of referrals to subject specialists who have potential to guide development of formal referral policies in academic library virtual reference services.\u0000\u0000\u0000Originality/value\u0000The study is the first empirical examination of chat reference referral decisions.\u0000","PeriodicalId":46478,"journal":{"name":"Reference Services Review","volume":" ","pages":""},"PeriodicalIF":1.0,"publicationDate":"2021-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44367789","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-10-28DOI: 10.1108/rsr-07-2020-0048
Rebeca Peacock, H. Grevatt, Ellie Dworak, L. Marsh, S. Doty
Purpose This paper describes the evolution of an academic library’s approach to first-year student information literacy instruction from face-to-face instruction to a fully integrated online microcredential. The design considerations, motivation theory, and evaluation methods used to create and evaluate the course are also discussed, with implications for future library microcredential design, integration, and research in campus first-year seminar courses. Design/methodology In this paper, a multi-method approach is used to evaluate an undergraduate asynchronous online information literacy microcredential embedded in a first-year seminar. Two methods (Likert scale survey and coded reflection essays) were used in order to evaluate whether one method may be more beneficial than the other in future iterations of evaluating microcredentials. Findings In looking at a complex cognitive process such as motivation, multiple approaches to analyzing student thoughts may be beneficial. In addition, the role of the first-year seminar instructor, to help students make a connection to library material, is reinforced as is the need to provide students with accurate expectations for time required to complete online asynchronous microcredential courses. Originality This paper addresses the evaluation of microcredentials in academic libraries and also has implications for other campus departments investigating the creation of microcourses which are integrated into campus programs. These implications can be addressed in the design and development phases of the microcredential using Keller’s ARCS model and in turn, can be improved through iterative evaluation cycles using collected student data.
{"title":"Developing and evaluating an asynchronous online library microcredential: a case study","authors":"Rebeca Peacock, H. Grevatt, Ellie Dworak, L. Marsh, S. Doty","doi":"10.1108/rsr-07-2020-0048","DOIUrl":"https://doi.org/10.1108/rsr-07-2020-0048","url":null,"abstract":"Purpose This paper describes the evolution of an academic library’s approach to first-year student information literacy instruction from face-to-face instruction to a fully integrated online microcredential. The design considerations, motivation theory, and evaluation methods used to create and evaluate the course are also discussed, with implications for future library microcredential design, integration, and research in campus first-year seminar courses. Design/methodology In this paper, a multi-method approach is used to evaluate an undergraduate asynchronous online information literacy microcredential embedded in a first-year seminar. Two methods (Likert scale survey and coded reflection essays) were used in order to evaluate whether one method may be more beneficial than the other in future iterations of evaluating microcredentials. Findings In looking at a complex cognitive process such as motivation, multiple approaches to analyzing student thoughts may be beneficial. In addition, the role of the first-year seminar instructor, to help students make a connection to library material, is reinforced as is the need to provide students with accurate expectations for time required to complete online asynchronous microcredential courses. Originality This paper addresses the evaluation of microcredentials in academic libraries and also has implications for other campus departments investigating the creation of microcourses which are integrated into campus programs. These implications can be addressed in the design and development phases of the microcredential using Keller’s ARCS model and in turn, can be improved through iterative evaluation cycles using collected student data.","PeriodicalId":46478,"journal":{"name":"Reference Services Review","volume":"48 1","pages":"699-713"},"PeriodicalIF":1.0,"publicationDate":"2020-10-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/rsr-07-2020-0048","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46016406","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-10-26DOI: 10.1108/rsr-05-2020-0036
Karlene Clark, H. Gabriel, K. Borysewicz
This paper aims to describe both the development of a peer research consultant program – using student assistants to staff the reference desk with minimal supervision while providing high-quality research assistance to their undergraduate peers, and the steps taken to create buy-in for the program from campus and librarians.,The authors provide a description of peer reference services and describe how a remodel of the library building facilitated a redesign of services. The paper covers the process of developing program guidelines, securing funding, expectations of peer research consultants, the training process and lessons learned from a medium-sized academic library.,The findings after the first year demonstrate that undergraduates are highly skilled at providing high-quality reference services when provided with quality training and support. In addition, undergraduate students are now seeking out peer researchers for assistance with research items such as topic formation, keyword development in databases and proper citations.,No formal research or assessment of the program has been completed as of this time.,Well-trained Peer Research Consultants (PRCs) provide valued assistance to librarians in freshman composition classes, at the Ask Us reference desk, and to their peers. The program has allowed librarians to provide more outreach to their subject areas.,Students prefer going to their peers for research assistance rather than a professional librarian when given the choice. The training the PRCs are provided by librarians provides credibility and trust, which encourages undergraduate students to approach PRCs for assistance.,This paper draws on multiple iterations of peer reference models to create an original program, involving training student employees to provide reference services at a paraprofessional level, as well as providing the methodology for other academic libraries to develop and launch a similar program.
{"title":"Development, implementation and importance of an undergraduate peer research consultant program at the University of North Dakota’s Chester Fritz Library","authors":"Karlene Clark, H. Gabriel, K. Borysewicz","doi":"10.1108/rsr-05-2020-0036","DOIUrl":"https://doi.org/10.1108/rsr-05-2020-0036","url":null,"abstract":"This paper aims to describe both the development of a peer research consultant program – using student assistants to staff the reference desk with minimal supervision while providing high-quality research assistance to their undergraduate peers, and the steps taken to create buy-in for the program from campus and librarians.,The authors provide a description of peer reference services and describe how a remodel of the library building facilitated a redesign of services. The paper covers the process of developing program guidelines, securing funding, expectations of peer research consultants, the training process and lessons learned from a medium-sized academic library.,The findings after the first year demonstrate that undergraduates are highly skilled at providing high-quality reference services when provided with quality training and support. In addition, undergraduate students are now seeking out peer researchers for assistance with research items such as topic formation, keyword development in databases and proper citations.,No formal research or assessment of the program has been completed as of this time.,Well-trained Peer Research Consultants (PRCs) provide valued assistance to librarians in freshman composition classes, at the Ask Us reference desk, and to their peers. The program has allowed librarians to provide more outreach to their subject areas.,Students prefer going to their peers for research assistance rather than a professional librarian when given the choice. The training the PRCs are provided by librarians provides credibility and trust, which encourages undergraduate students to approach PRCs for assistance.,This paper draws on multiple iterations of peer reference models to create an original program, involving training student employees to provide reference services at a paraprofessional level, as well as providing the methodology for other academic libraries to develop and launch a similar program.","PeriodicalId":46478,"journal":{"name":"Reference Services Review","volume":"48 1","pages":"579-600"},"PeriodicalIF":1.0,"publicationDate":"2020-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/rsr-05-2020-0036","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42947296","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-10-26DOI: 10.1108/rsr-04-2020-0031
David Luftig, Joan Plungis
Purpose This study aims to focus on how librarians use and promote Google Scholar (GS) within their library instruction sessions. This study also examines how Google Scholar and the Google Scholar discovery layer, library links, is promoted on library websites. This information is then analyzed across the three date ranges. Design/methodology/approach This study provides a longitudinal analysis of the opinions and uses of Google Scholar by the Ohio consortium of libraries, OhioLINK. This study uses survey data that was collected in 2007, 2014 and 2019 via the OhioLINK Listserv and builds off of co-author’s previous study (2008), which examined the attitudes of OhioLINK librarians as it related to Google Scholar. Findings The results of this research suggested that there were significant changes in use and opinions of Google Scholar between 2007 and 2014 with more normalization of uses and opinions occurring between 2014 and 2019. Research limitations/implications Respondents were not asked for the type of library where they work or to identify their position within their libraries, which necessarily limits the conclusions that can be drawn from the survey responses. In retrospect, limiting the sample to instruction librarians or faculty librarians might have yielded more meaningful results. Additionally, this project did not evaluate the uses and opinions of librarians using GS at the reference desk. By providing this information, it would be easier to truly glean the uses and opinions of librarians with regard to GS. Practical implications This research will assist librarians contextualize how one of the most popular research resources has been used and promoted by those within the field and how those opinions have changed over time. This study will provide context into how Google Scholar became one of the most popular research tools and how attitudes of this unprecedented, and controversial, resource came to be accepted by librarians over the past 15 years. Social implications This study will help librarians better contextualize how other librarians use and promote Google Scholar. Furthermore, it demonstrates how a controversial information research tool became accepted by those in the field over time. Originality/value According to the authors’ knowledge, this research is the only study to provide a longitudinal analysis of the librarian opinions of Google Scholar. It targeted the same audience in identical surveys in a way no other Google Scholar research has done. It builds off of the co-author’s (2008) work, which is a well-cited study regarding librarian attitudes of Google Scholar. This research was done on the 15th year anniversary of Google Scholar.
{"title":"OhioLINK librarians and Google Scholar over time: a longitudinal analysis of attitudes and uses","authors":"David Luftig, Joan Plungis","doi":"10.1108/rsr-04-2020-0031","DOIUrl":"https://doi.org/10.1108/rsr-04-2020-0031","url":null,"abstract":"\u0000Purpose\u0000This study aims to focus on how librarians use and promote Google Scholar (GS) within their library instruction sessions. This study also examines how Google Scholar and the Google Scholar discovery layer, library links, is promoted on library websites. This information is then analyzed across the three date ranges.\u0000\u0000\u0000Design/methodology/approach\u0000This study provides a longitudinal analysis of the opinions and uses of Google Scholar by the Ohio consortium of libraries, OhioLINK. This study uses survey data that was collected in 2007, 2014 and 2019 via the OhioLINK Listserv and builds off of co-author’s previous study (2008), which examined the attitudes of OhioLINK librarians as it related to Google Scholar.\u0000\u0000\u0000Findings\u0000The results of this research suggested that there were significant changes in use and opinions of Google Scholar between 2007 and 2014 with more normalization of uses and opinions occurring between 2014 and 2019.\u0000\u0000\u0000Research limitations/implications\u0000Respondents were not asked for the type of library where they work or to identify their position within their libraries, which necessarily limits the conclusions that can be drawn from the survey responses. In retrospect, limiting the sample to instruction librarians or faculty librarians might have yielded more meaningful results. Additionally, this project did not evaluate the uses and opinions of librarians using GS at the reference desk. By providing this information, it would be easier to truly glean the uses and opinions of librarians with regard to GS.\u0000\u0000\u0000Practical implications\u0000This research will assist librarians contextualize how one of the most popular research resources has been used and promoted by those within the field and how those opinions have changed over time. This study will provide context into how Google Scholar became one of the most popular research tools and how attitudes of this unprecedented, and controversial, resource came to be accepted by librarians over the past 15 years.\u0000\u0000\u0000Social implications\u0000This study will help librarians better contextualize how other librarians use and promote Google Scholar. Furthermore, it demonstrates how a controversial information research tool became accepted by those in the field over time.\u0000\u0000\u0000Originality/value\u0000According to the authors’ knowledge, this research is the only study to provide a longitudinal analysis of the librarian opinions of Google Scholar. It targeted the same audience in identical surveys in a way no other Google Scholar research has done. It builds off of the co-author’s (2008) work, which is a well-cited study regarding librarian attitudes of Google Scholar. This research was done on the 15th year anniversary of Google Scholar.\u0000","PeriodicalId":46478,"journal":{"name":"Reference Services Review","volume":"48 1","pages":"683-698"},"PeriodicalIF":1.0,"publicationDate":"2020-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/rsr-04-2020-0031","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45898651","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-10-26DOI: 10.1108/rsr-06-2020-0044
A. Koulouris, Eftichia Vraimaki, Maria Koloniari
Purpose The study aims to explore Greek libraries’ social media presence and library operation and social media use during the coronavirus disease 2019 (COVID-19) lockdown. Design/methodology/approach Primary data were collected via an online questionnaire that was distributed to the Greek libraries. The final sample comprised 189 libraries of all types with the exception of school libraries. Findings Results indicated that Facebook is the most widely used platform, while social media are mainly used for sharing announcements about library operations and for the promotion of events. During the COVID-19 lockdown, libraries responded quickly to the new circumstances by taking many of their services online. However, they did not fully use social media for service provision but rather used social media as a static communication channel. Only a few of the libraries grasped the opportunity to highlight their role in the promotion of public health by providing timely and reliable information. Practical implications Library leaders who are looking to harness the power of social media for service promotion and outreach should build a strategy that takes platform popularity, current social media trends, patron preferences and the specific promotional objectives of their library into consideration. Originality/value To the best of the authors’ knowledge, the current research is the first which attempts to explore the social media presence of Greek libraries of all types and changes made to library operations and social media use in response to the COVID-19 lockdown.
{"title":"COVID-19 and library social media use","authors":"A. Koulouris, Eftichia Vraimaki, Maria Koloniari","doi":"10.1108/rsr-06-2020-0044","DOIUrl":"https://doi.org/10.1108/rsr-06-2020-0044","url":null,"abstract":"\u0000Purpose\u0000The study aims to explore Greek libraries’ social media presence and library operation and social media use during the coronavirus disease 2019 (COVID-19) lockdown.\u0000\u0000\u0000Design/methodology/approach\u0000Primary data were collected via an online questionnaire that was distributed to the Greek libraries. The final sample comprised 189 libraries of all types with the exception of school libraries.\u0000\u0000\u0000Findings\u0000Results indicated that Facebook is the most widely used platform, while social media are mainly used for sharing announcements about library operations and for the promotion of events. During the COVID-19 lockdown, libraries responded quickly to the new circumstances by taking many of their services online. However, they did not fully use social media for service provision but rather used social media as a static communication channel. Only a few of the libraries grasped the opportunity to highlight their role in the promotion of public health by providing timely and reliable information.\u0000\u0000\u0000Practical implications\u0000Library leaders who are looking to harness the power of social media for service promotion and outreach should build a strategy that takes platform popularity, current social media trends, patron preferences and the specific promotional objectives of their library into consideration.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, the current research is the first which attempts to explore the social media presence of Greek libraries of all types and changes made to library operations and social media use in response to the COVID-19 lockdown.\u0000","PeriodicalId":46478,"journal":{"name":"Reference Services Review","volume":"1 1","pages":""},"PeriodicalIF":1.0,"publicationDate":"2020-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/rsr-06-2020-0044","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"62300823","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-10-19DOI: 10.1108/rsr-07-2020-0049
B. Lund
Purpose This paper aims to present an overview of the history of communication research and theory in reference services literature and to discuss the potential of one relatively recent-emerging theory of communication (anxiety-uncertainty management theory) to describe and mitigate breakdowns in reference communication. Design/methodology/approach An overview and discussion of existing literature and communication-based theories of library reference services is presented. Findings This paper identifies and describes anxiety-uncertainty management theory as a lens through which to view communication breakdowns during library reference transactions. The concepts behind the theory and articulated as well as its insights for reference librarians. Originality/value This is the first article to discuss the anxiety-uncertainty management theory to examine communication breakdowns in library reference transactions.
{"title":"Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns","authors":"B. Lund","doi":"10.1108/rsr-07-2020-0049","DOIUrl":"https://doi.org/10.1108/rsr-07-2020-0049","url":null,"abstract":"\u0000Purpose\u0000This paper aims to present an overview of the history of communication research and theory in reference services literature and to discuss the potential of one relatively recent-emerging theory of communication (anxiety-uncertainty management theory) to describe and mitigate breakdowns in reference communication.\u0000\u0000\u0000Design/methodology/approach\u0000An overview and discussion of existing literature and communication-based theories of library reference services is presented.\u0000\u0000\u0000Findings\u0000This paper identifies and describes anxiety-uncertainty management theory as a lens through which to view communication breakdowns during library reference transactions. The concepts behind the theory and articulated as well as its insights for reference librarians.\u0000\u0000\u0000Originality/value\u0000This is the first article to discuss the anxiety-uncertainty management theory to examine communication breakdowns in library reference transactions.\u0000","PeriodicalId":46478,"journal":{"name":"Reference Services Review","volume":"48 1","pages":"715-726"},"PeriodicalIF":1.0,"publicationDate":"2020-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/rsr-07-2020-0049","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41634916","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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