Now showing items 1-18 of 18

    • Access Services Innovative Management in the Changing Era 

      Davis, Dell M.; Chang, Amy (Georgia Institute of Technology, 2010-11)
      Among all the many challenges faced by managers of public service departments today, human resource management has been the key issue in the success of facilitating change and implementing new service endeavors. Today, ...
    • Access Services – It is All about PEOPLE! 

      Fu, Li; Shi, Jing (Georgia Institute of Technology, 2010-11)
      Access Services are people services. They are for the people, by the people and all about people. This presentation discusses one of the trends in library services that PEOPLE are the priority on top of everything else we ...
    • The Customer Comes First: Implementing a Customer Service Program at the University of Minnesota, Twin Cities Libraries 

      Bayer, Jerrie L.; Llewellyn, Steve (Georgia Institute of Technology, 2010-11)
      Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable ...
    • Electronic Reserves: Change is Our Constant Companion 

      Batchelor, Michelle; Frederiksen, Linda (Georgia Institute of Technology, 2010-11)
      Long a core activity in academic access services units, library reserves are currently undergoing a major paradigm shift in philosophy, function and task. Moving from place-bound print and audiovisual collections to ...
    • Ending the Turf War: Circulation, Reference, and Instruction on One Team 

      Johnson, Ken; Jennings, Susan (Georgia Institute of Technology, 2010-11)
      In January 2008, the Belk Library and Information Commons at Appalachian State University combined the Access Services staff members of the Circulation and Lower Level Service Desk with the Reference and Instruction team ...
    • Help, the Computer Says It's on the Shelf?! : Stacks Maintenance 

      Jones, Michele J.; McGlynn, Megan; Meek, Noah (Georgia Institute of Technology, 2010-11)
      This panel will discuss our various methods of stacks maintenance. The Harlan Hatcher Graduate Library collection has over one and a half million volumes, which grows weekly. The importance of keeping the stacks orderly ...
    • How May I Help You? The Semiotics of Superior Customer Support at the Library’s Service Desks 

      Pici, Frances Anne (Georgia Institute of Technology, 2010-11)
      Semiotics is a method of inquiry that studies how human beings represent the world through a system of signs. The fundamental premise of semiotics is that all human communication and interaction is composed of signs and ...
    • III, Eres, and Ares: A Reserves Comparison 

      Power, June L. (Georgia Institute of Technology, 2010-11)
      A comparison of the pros and cons of three different reserves systems - Innovative's Millennium software, Docutek's Eres, and Atlas Systems Ares - as implemented at the University of North Carolina at Pembroke.
    • Inventory: Taking Stock of Your Collection 

      Greenwood, Judy (Georgia Institute of Technology, 2010-11)
      Conducting an inventory is something that many libraries discuss but seldom act upon. The decision to conduct an inventory is one that is cannot be made lightly. Typically, it is user complaints that prompt us to consider ...
    • Mapping, Managing and Improving Staff Performance in Access Services 

      Harris, Colleen S. (Georgia Institute of Technology, 2010-11)
      Libraries are places of constant change in workflow, services, and user expectations, and these changes often impact the public service departments most. Incoming managers are often tasked with assessing the issues plaguing ...
    • Selecting, implementing, and using RFID in an academic library 

      Downey, Catherine Jannik (Georgia Institute of Technology, 2010-11)
      Georgia Gwinnett College (GGC) Library has decided to use radio frequency identification (RFID) to secure and inventory its collection in its new building opening Fall 2010. This presentation will cover how and why that ...
    • The Service Excellence Initiative: A New Approach to Customer Service 

      Ryckman, Eileen; Caesar, Deborah; Rupp, Eric; Sweetman, Kimberly (Georgia Institute of Technology, 2010-11)
      With the pressures of changing technologies and patron expectations the need to stay viable as a service provider is impacting even Academic libraries who have traditionally had a built in patron base. Aware of these ...
    • Steal This Presentation! (Yale University Library's Experiment with E-Reserves and Copyright) 

      McCaslin, David (Georgia Institute of Technology, 2010-11)
      Prior to the 2009-2010 academic year, Yale University Library appointed a committee of Access Services Librarians and Managers to review then current e-reserve workflow and copyright guidelines in hopes a new workflow and ...
    • Tapping into the User Experience: Simple Techniques to Learn about User Library Needs 

      Doshi, Ameet (Georgia Institute of Technology, 2010-11)
      Many libraries do not possess the resources to implement large-scale survey tools such as LibQUAL. However, it is still possible to assess user needs within a budget. During this presentation, Ameet will discuss simple ...
    • Training Student Workers in a Two Year College 

      Maguire, Helen; Regan, Gerry; Muto, Bob (Georgia Institute of Technology, 2010-11)
    • Trust in ME: CBB Access Services Collaboration 

      Menchen, Margaret P.; Retelle, Julie (Georgia Institute of Technology, 2010-11)
      Colby, Bates and Bowdoin (CBB) College libraries have a thirty-year history of working closely with one another that has created an extraordinary level of mutual trust. In 2010 we completed a 3-year Mellon funded collections ...
    • When Access Starts with Interlibrary Loan/Document Delivery 

      Harper, James B. (Georgia Institute of Technology, 2010-11)
      Interlibrary loan has evolved. We used to be a supplement to our collection – obtaining items too esoteric, odd, or granular to be considered for collection. Our service was slow, labor intensive and typically only available ...
    • You want us to do what?: Practical, data driven planning and decision making for Access Services 

      Miller-Wells, John; Begay, Wendy; Huff-Eibl, Robyn (Georgia Institute of Technology, 2010-11)
      In this presentation, you will learn a methodology for collecting and analyzing customer comments and feedback from multiple data sources, and how the University of Arizona has incorporated this data into our strategic ...