Library Programs and Services: The Fundamentals PDF
Preview Library Programs and Services: The Fundamentals
Library Programs and Services Recent Titles in Library and Information Science Text Series Public Libraries in the 21st Century Ann E. Prentice Introduction to Technical Services, Eighth Edition G. Edward Evans, Jean Weihs, and Sheila S. Intner Science and Technology Resources: A Guide for Information Professionals and Researchers James E. Bobick and G. Lynn Berard Reference and Information Services: An Introduction, Fourth Edition Richard E. Bopp and Linda C. Smith, Editors Collection Management Basics, Sixth Edition G. Edward Evans and Margaret Zarnosky Saponaro Library and Information Center Management, Eighth Edition Barbara B. Moran, Robert D. Stueart, and Claudia J. Morner Information Resources in the Humanities and Arts, Sixth Edition Anna H. Perrault and Elizabeth Aversa, with contributing authors Cynthia Miller and Sonia Ramírez Wohlmuth The Collection Program in Schools: Concepts and Practices, Fifth Edition Kay Bishop The School Library Manager, Fifth Edition Blanche Woolls, Ann C. Weeks, and Sharon Coatney Young Adult Literature in Action: A Librarian’s Guide, Second Edition Rosemary Chance Children’s Literature in Action: An Educator’s Guide, Second Edition Sylvia M. Vardell Internet Technologies and Information Services, Second Edition Joseph B. Miller Library Programs and Services The Fundamentals Eighth Edition G. Edward Evans, Margaret Zarnosky Saponaro, Holland Christie, and Carol Sinwell Library and Information Science Text Series Copyright © 2015 by G. Edward Evans, Margaret Zarnosky Saponaro, Holland Christie, and Carol Sinwell All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, except for the inclusion of brief quotations in a review, without prior permission in writing from the publisher. Library of Congress Cataloging-in-Publication Data Evans, G. Edward, 1937- [Introduction to library public services] Library programs and services : the fundamentals. — Eighth edition / G. Edward Evans, Margaret Zarnosky Saponaro, Holland Christie, and Carol Sinwell. pages cm. — (Library and information science text series) The first-fourth editions of this book authored by Marty Bloomberg were published under the title Introduction to public services for library technicians. The fifth-seventh editions authored by G. Edward Evans and others were published under the title Introduction to library public services. Includes bibliographical references and index. ISBN 978-1-61069-637-1 (pbk : alk. paper) — ISBN 978-1-61069- 638-8 (ebook) 1. Public services (Libraries) 2. Library resources. 3. Libraries—Activity programs. 4. Libraries—Information technology. 5. Library administration. I. Saponaro, Margaret Zarnosky. II. Christie, Holland. III. Sinwell, Carol. IV. Title. Z711.B63 2015 025.5—dc23 2015003548 ISBN: 978-1-61069-637-1 EISBN: 978-1-61069-638-8 19 18 17 16 15 1 2 3 4 5 This book is also available on the World Wide Web as an eBook. Visit www.abc-clio.com for details. Libraries Unlimited An Imprint of ABC-CLIO, LLC ABC-CLIO, LLC 130 Cremona Drive, P.O. Box 1911 Santa Barbara, California 93116-1911 This book is printed on acid-free paper Manufactured in the United States of America We wish to dedicate this edition to all the students, who will make libraries of the future vital to all who use them, and their instructors who will assist them in their learning. As a personal dedication: in memory of Bob Zarnosky, father and friend Contents List of Illustrations Preface to the Eighth Edition PART I—BACKGROUND 1—INTRODUCTION Library Organizational Structure What Constitutes Library Public Services? Basic Functions of Public Services Closing Thoughts Chapter Review Material References Suggested Readings 2—CUSTOMER SERVICE Why Does Customer Service Matter? What Users Want Surveys Interviews Focus Groups Observation Customer Service Plan Service Quality Technology and Customer Service Customer Service Training Volunteer Training Closing Thoughts Chapter Review Material References Suggested Readings PART II—CORE PROGRAMS AND SERVICES 3—REFERENCE SERVICES Types of Reference Questions The Reference Interview Reference Service Categories Readers’ Advisory Referral Services Embedded Librarianship Remote Services Organization of Reference Services In-House Reference Training Scheduling Who Should Staff the Reference Desk? Closing Thoughts Chapter Review Material References Suggested Readings 4—INSTRUCTION The Nature of Library Instruction Information Literacy Defined The Need for Information Literacy Instruction Types of Information Literacy Instruction Informal Instruction Formal Instruction Instructional Methods Classroom Presentations Course-Integrated Instruction One-Shot Lectures Classroom Pedagogy Instruction: Moving Theory into Practice Learning to Teach Content Considerations Learning Outcomes Online Instructional Support Web Guides and Course Management Systems Working with Massive Open Online Courses (MOOCs) Scheduling Assessing Learning Statistics Closing Thoughts Chapter Review Material References Suggested Readings 5—DOCUMENT DELIVERY Interlibrary Loan Document Delivery Cooperative Resource Sharing Other Resource Sharing Systems Consortial Borrowing and Delivery Services Preservation and Resource Sharing Working Space Considerations
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