Verfügbarkeit: Introduction to library public services

Introduction to library public services:

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Bibliographische Detailangaben
Beteiligte Personen:	Evans, G. Edward 1937- (VerfasserIn), Carter, Thomas L. (VerfasserIn)
Format:	Buch
Sprache:	Englisch
Veröffentlicht:	Westport, Conn. [u.a.] Libraries Unlimited 2009
Ausgabe:	7. ed.
Schriftenreihe:	Library and information science text series
Schlagwörter:	Public services (Libraries) Reference services (Libraries) Library circulation and loans Dienstleistung Bibliothek USA
Links:	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016806898&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
Beschreibung:	Includes index.
Umfang:	XIX, 401 S. Ill.
ISBN:	9781591585961 9781591585954

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245	1	0	\|a Introduction to library public services \|c G. Edward Evans and Thomas L. Carter
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Datensatz im Suchindex

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adam_text	Contents List of Illustrations ..............................xv Preface to the Seventh Edition .....................xvii 1— Introduction ...............................1 Role and Philosophy of Public Services ..............3 Points to Ponder Regarding Quality Service and Millennials ................................8 Basic Functions of Public Services ..................8 Summary ...................................11 Chapter Review Material ........................12 References ...................................12 Suggested Readings ............................12 2— Staffing ..................................15 Categories ofinformation Service Personnel .........16 Librarians .................................16 Paraprofessional/ Support Staff .................17 Other Full-Time Staff .........................19 Staffing Process ...............................20 Recruitment ................................22 Selecting the Pool ............................22 Interviewing ................................23 Staff Development, Training, and Retention ..........26 Retention ..................................27 Training and Development .....................28 Performance Appraisal .........................29 Part-Time Staff ...............................30 vi Contents Students ..................................31 Volunteers .................................33 Summary ...................................37 Chapter Review Material ........................37 References ...................................37 Suggested Readings ............................38 3— Customer Service ..........................41 Philosophy of Customer Service ...................42 How to Determine Customer Needs and Satisfaction ..............................45 Surveys ...................................45 Interviews .................................46 Focus Groups ...............................46 Observation ................................46 Customer Service Plan .........................47 Service Quality ...............................50 Technology and Customer Service .................52 Customer Service Training ......................54 Complaint Procedures ..........................55 Volunteer Training ............................57 Summary ...................................58 Chapter Review Material ........................59 References ...................................59 Suggested Readings ............................61 4— Reference Services .........................63 The Role of Reference Services in the Library .........64 Philosophy of Reference Service ...................66 Education and Training .........................67 Types of Reference Questions ....................68 The Reference Interview .........................69 Readers Advisory Service .......................71 Community Information and Referral Services ........72 Service to Off-Site Users ........................73 Administration ...............................74 Organization of Reference Services ...............74 Personnel Selection ..........................76 StqffTraining ...............................77 Scheduling .................................78 Staffing Issues ..............................79 Keeping and Using Records and Statistics ..........80 Technology s Impact on Reference Service ...........81 Ethical and Legal Considerations .................83 Summary ...................................86 Chapter Review Material ........................86 References ...................................87 Suggested Readings ............................88 Contents vii 5— Reference Sources ..........................91 Reference Collection: Characteristics and Categories ...............................92 Selection of Reference Sources ...................93 Types of Reference Materials .....................95 Periodicals and Periodical Indexes ...............97 Federated Searching ........................101 OPACs and Card Catalogs ....................102 Internet Searching Tools ......................104 Technology and Reference Sources ...............105 CD-ROM Resources .........................106 The Internet ...............................108 Knowing Your Collections and Your Limitations ......108 In-House Sources ...........................108 References to Outside Sources and Other Libraries . . 109 Requests for Outside Referral ..................110 Mediated Online Searching ....................110 Legal and Ethical Issues ....................... Ill Security Matters and Preservation ................114 Summary ..................................115 Chapter Review Material .......................116 References ..................................116 Suggested Readings ...........................116 Selected Bibliographies of Reference Sources ........117 6— Information Literacy Instruction ..............119 Role and Philosophy of Library Instruction .........120 Information Literacy .........................120 The Need for Information Literacy Instruction ......120 Types ofinformation Literacy Instruction ..........121 Informal Instruction .........................121 Formal Instruction ..........................122 Types of Libraries and Formal Instruction ..........123 Academic .................................123 Public ...................................124 School ...................................124 Special ...................................125 Types of Formal Instruction .....................125 Classroom Presentations .....................126 Course-Integrated Instruction ..................126 One-Shot Lectures ..........................127 Classroom Pedagogy ..........................128 Off-Site Instruction and Distance Education ........129 Instruction: Theory and Practice .................130 Learning to Teach ..........................130 Electronic Classrooms .......................131 Information Literacy Teaching Aids: Handouts, Computer-Assisted Instruction, and Media .........132 viii Contents Printed Handouts and Web Pages ...............132 Workbooks ................................133 Computer-Assisted Instruction .................134 Media ...................................135 Do-It-Yourself ..............................136 Design of Instruction Materials .................136 Security Matters and Preservation ................137 Vulnerability to Theft ........................137 Preservation Component ......................137 Administration of the Instructional Program ........138 Personnel Selection .........................138 Education for Information Literacy ..............138 Information Literacy Group Support .............139 Scheduling ................................139 Preventing Burnout .........................140 Preparation Time ...........................140 Timing the Session ..........................140 Publicity ..................................142 Assessment, Records, and Statistics .............142 Summary ..................................143 Chapter Review Material .......................144 Suggested Resources for Keeping Up-to-date ........145 References ..................................146 Suggested Readings ...........................147 7— Interlibrary Loan and Document Delivery .......149 Role and Philosophy of Interlibrary Loan ...........149 Borrowing ..................................152 User-Initiated Requests ......................157 Lending ....................................158 Delivery Systems .............................159 Money Matters: Fees, Collection, and Insurance .....160 Preservation and ILL ..........................160 Administration ..............................162 Personnel Selection and Training ...............162 Scheduling ................................163 Workspace Considerations ....................163 Keeping and Using Records and Statistics .........164 Ethical and Legal Considerations ................165 Summary ..................................166 Chapter Review Material .......................168 References ..................................168 Suggested Readings ...........................169 8— Circulation Services .......................171 Role of Circulation Services .....................172 Philosophy of Circulation Services ................173 Public Relations .............................174 Contents ix Characteristics of Circulation Control Systems ......175 Circulation Control Systems ....................176 Circulation of Nonbook Materials ................179 Borrower Registration .........................180 Registration in Public Libraries .................182 Registration in Academic Libraries ..............182 Registration in Special Libraries ................184 Registration in School Libraries .................184 Checkout and Check-in ........................184 Search and Hold Procedures ...................185 Overdues, Fines, and Billing ....................186 Collecting Fines and Fees ......................189 Ethical and Legal Considerations ................190 Stack Maintenance ...........................192 Classification Systems .........................193 Shelving ...................................194 Shelf-reading ..............................194 Collection Growth and Shifting .................195 Preservation ................................195 Security Matters .............................196 Theft Detection Systems ......................197 Administration ..............................198 Personnel Selection and Training ...............199 Scheduling ................................201 Records and Statistics .......................201 Summary ..................................203 Chapter Review Material .......................203 References ..................................204 Suggested Readings ...........................204 9— Reserve Services ......................... . 205 Role and Philosophy of Reserve Services ...........205 Arrangement and Storage ......................207 Access .....................................208 Teacher and Faculty Relations ...................210 Circulation of Reserve Items ....................211 Automated Circulation .......................211 Manual Circulation ..........................211 Administration ..............................212 Personnel Selection and Training ...............213 Scheduling ................................214 Keeping and Using Statistics ..................214 Ethical and Legal Considerations ................214 Security and Preservation ......................217 Summary ..................................218 Chapter Review Material .......................218 References ..................................219 Suggested Readings ...........................219 z Contents 10— Serial Services ...........................221 What Is a Serial? .............................223 Instituţional Reports .........................224 Yearbooks and Proceedings ...................224 Superseding Serials .........................225 Newspapers ...............................225 Newsletters ...............................226 Nonsupersedtng Serials ......................226 Magazines ................................226 Journals .................................227 Access to Serials .............................227 Digital or Paper? .............................232 Challenges to Collection Content .................234 Staffing ....................................238 Summary ..................................239 Chapter Review Material .......................239 References ..................................239 Suggested Readings ...........................240 11— Media Services ...........................241 Role of Media in Public Services ..................242 Media Services ..............................243 Media Formats ..............................244 Video ....................................244 Movie Ratings and Libraries ...................247 Video and Copyright. ........................248 Other Image Formats ........................250 Maps ....................................251 Audio Recordings ...........................252 Games and Realia ..........................254 Microforms ................................255 Access, Storage, Preservation, and Circulation ......257 Microform ................................257 Film and Video .............................258 Equipment Use ..............................258 Library Web Sites ............................259 Staffing ....................................260 Summary ..................................260 Chapter Review Material .......................260 References ..................................261 Suggested Readings ...........................261 12— Government Information ...................263 Historical Background .........................265 Philosophy of Library Government Information Service ...........................267 Types of Government Information ................269 Contents zł Federal Information.........................269 State Information ...........................271 Local Government Publications .................272 International Documents .....................273 Public Access and the Federal Depository Library Program .............................273 Staffing ....................................276 Summary ..................................276 Chapter Review Material .......................277 References ..................................277 Suggested Readings ...........................278 13— Archives and Special Collections ..............279 Is There a Difference between Archives and Special Collections? .......................280 The Role of Special Collections ..................282 Collections and Storage ........................284 Preservation ................................286 Reaching Out ...............................288 Access .....................................289 Admission and Use .........................291 Monitoring Users ...........................295 Security ...................................296 Public Relations .............................298 Staffing ....................................299 Ethical and Legal Considerations ................300 Dealing withThefi ..........................300 Copyright Issues ...........................301 Records Management .........................302 Summary ..................................303 Chapter Review Material .......................303 References ..................................303 Suggested Readings ...........................304 14— Programming ............................305 Quality Service/Programming Linkage .............306 Programming ................................307 Educational Services ..........................308 Lifelong Learning ...........................308 Literacy Programs ..........................309 ESLPrograms .............................311 Homework Assistance .......................311 College Access Programs .....................312 Recreational Services ..........................313 Meeting Rooms .............................313 Book Discussion Programs ....................315 Exhibitions ................................315 Summer Reading Programs ...................317 xii Contents Gaming ..................................318 Lectures, Concerts, and Film Showings ...........319 Outreach ...................................320 Mobile Services ............................321 Services to Special Populations .................321 Staffing ....................................324 Summary ..................................324 Chapter Review Material .......................325 References ..................................325 Suggested Readings ...........................327 15— Security Issues ...........................329 Risk Assessment and Management ...............330 Security Audit/Assessment .....................332 Security Plan — Risk Management ................334 Key Control ...............................335 Opening Routines ...........................336 Closing Routines ...........................337 Disaster Preparedness Planning .................338 Fire Protection .............................340 Building Evacuation .........................340 Shelter-in-Place ............................341 Earthquakes ..............................342 FEMA (Federal Emergency Management Agency) .....343 Technological Security .........................344 Bugs and Other Nasty Things ...................347 insects ...................................347 Fungus ..................................348 Crime in the Library ..........................349 Problem Users .............................355 Legal Concerns ..............................356 Summary ..................................357 Chapter Review Material .......................357 References ..................................357 Suggested Readings ...........................358 16— Assessment ..............................361 What Is Assessment/Measurement? ..............362 Internal Focus .............................362 UserFocus ................................363 Inputs and Outputs .........................364 Benchmarking .............................364 Accountability and Assessment ..................366 Outcomes ..................................366 Academic Libraries ..........................367 Public Libraries ............................369 School Libraries ............................370 Special Libraries...........................371 Contents xiii Techniques for Gathering and Assessing Data .......371 Quantitative and Qualitative ...................372 Counting .................................372 Surveys ..................................373 Interviews ................................373 Focus Groups ..............................373 Observation ...............................373 Citation Analysis ...........................374 Transaction Log Analysis .....................374 Logs, Diaries, and Journals ...................374 Think-Aloud Protocol .........................374 Standardized or Locally Developed Tests .........375 Reference Services ............................376 Information Literacy ..........................377 Summary ..................................379 Chapter Review Material .......................379 References ..................................379 Suggested Readings ...........................382 Index .......................................383
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spellingShingle	Evans, G. Edward 1937- Carter, Thomas L. Introduction to library public services Public services (Libraries) Reference services (Libraries) Library circulation and loans Dienstleistung (DE-588)4012178-1 gnd Bibliothek (DE-588)4006439-6 gnd
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title	Introduction to library public services
title_auth	Introduction to library public services
title_exact_search	Introduction to library public services
title_full	Introduction to library public services G. Edward Evans and Thomas L. Carter
title_fullStr	Introduction to library public services G. Edward Evans and Thomas L. Carter
title_full_unstemmed	Introduction to library public services G. Edward Evans and Thomas L. Carter
title_short	Introduction to library public services
title_sort	introduction to library public services
topic	Public services (Libraries) Reference services (Libraries) Library circulation and loans Dienstleistung (DE-588)4012178-1 gnd Bibliothek (DE-588)4006439-6 gnd
topic_facet	Public services (Libraries) Reference services (Libraries) Library circulation and loans Dienstleistung Bibliothek USA
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