Library services for online patrons : a manual for facilitating access, learning, and engagement

Title:

ISBN:

9781440859526

Publication:

Santa Barbara, California : Libraries Unlimited, [2019]

Physical Description:

xii, 200 pages ; 24 cm

Contents:

Taking stock of your library / Stefanie Buck -- Learn about your patrons and set goals to serve them / Joelle E. Pitts -- Inclusive design / Joelle E. Pitts -- Reference for online patrons / Jason M. Coleman -- Instruction for online patrons / Natalie Haber -- Embedded librarianship / Elaine Sullo -- Relationship building / Karla Aleman -- Marketing services for online users / Laura Bonella -- Advocating for your online users / Laura Bonella -- Online access to public library services / Adam Wathen -- Conclusion.

Abstract:

"A practical blueprint for improving online services for library patrons who learn, study, and research online"-- Provided by publisher.

Subject Term:

Library orientation -- Web-based instruction.

Information literacy -- Web-based instruction.

Online library catalogs -- User education.

Online information services.

Reference services (Libraries) -- Information technology.

Online information services. (OCoLC)fst01045954

Online library catalogs -- User education. (OCoLC)fst01045965

Reference services (Libraries) -- Information technology. (OCoLC)fst01092450

Local Subject:

LIBRARY AND INFORMATION SCIENCE COLLECTION

Added Author:

Other Format:

Online version: Library services for online patrons Barbara : Libraries Unlimited, 2019. 9781440859533 (DLC) 2019026117

Available:

Library	Call Number	Material Type	Status
Searching... State Library of Oregon	025.56 Libra	4-Week Loan	Searching... Unknown

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On Order

Summary

This practical and holistic approach to offering library resources and services to online patrons addresses multiple areas of service to online patrons, including reference, instruction, access, and marketing.

Academic libraries are wonderful resources for university students and faculty on campus, and public libraries thrive on providing targeted in-person services such as storytime, makerspaces, and adult programming. It can be easy, however, to forget about the large population of students, faculty, and community members who access library resources and use library services remotely.

Library Services for Online Patrons reaches out to patrons who are not--or not always--located on campus or who seldom--if ever--visit libraries' physical facilities and who may not be aware of or able to equitably use library services. The authors focus on ways to organize library resources using principles of design and to cater library services to the specific needs of online students, faculty, and community members. They also address how to effectively target marketing to the online population and how to collaborate with campus and community stakeholders who work directly with them.

Author Notes

Joelle Pitts is instructional design librarian and Hobrock Distinguished Associate Professor at Kansas State University Libraries.
Jason Coleman is head of the Library User Services Department and associate professor at Kansas State University Libraries.
Laura Bonella is academic services librarian and associate professor at Kansas State University Libraries.
Adam Wathen is the associate director for system-wide services at Johnson County Library in Overland Park, KS.

Summary:

"A practical blueprint for improving online services for library patrons who learn, study, and research online"--

Reviews (2)

Choice Review

Pitts and her fellow editors provide a manual for serving online patrons. Contributors who specialize in various aspects of online and/or distance librarianship share experiences that serve as "a practical blueprint to follow in implementing or improving ... services and marketing" (p. xi) for online users. The book opens with foundational chapters that will assist in "taking stock" of one's library, setting realistic goals and understanding the population, and introducing inclusive design/universal design principles. Subsequent chapters focus on building traditional services--reference, instruction, and so on--in ways that meet online users' needs. Of particular interest is discussion of building relationships and advocating for users, areas typically are not covered in LIS curricula. Relevant case studies are included throughout the chapters, which provide real-life examples in practice from professionals in the field. The book provides background theory, field knowledge, and practical examples that will be relevant to a range of librarians and librarians in training. Summing Up: Recommended. Graduate students, researchers, faculty, professionals. --Trisha Prevett, Southern New Hampshire University

Library Journal Review

Addressing those new to the profession or to online learning, editors Pitts, Laura Bonella, and Jason M. Coleman, all librarians at Kansas State University Libraries, along with Adam Wathen (Johnson Cty. Lib., Overland Park, KS), begin with the basics of user-centered design, outline considerations for conducting needs assessments, and describe how to set short- and long-term goals using evidence-based decision-making practices. One contributor explores inclusive and universal design, some of which depends on institutional needs and expectations, and provides valuable checklists and guidelines for making materials as accessible as possible. Other chapters cover instructional design and embedded librarianship in online learning environments, marketing for online library services, building relationships in support of online learners, and advocating for online patron and user needs, particularly around licensing, technology support, and access to physical materials and creating advocacy plans around institution and patron needs. Helpful supplemental materials and case studies appear throughout, and the collection closes with a useful chapter about online services in public libraries. VERDICT A strong addition for any academic libraries starting to offer distance learning support services.--Candice Kail, Columbia Univ. Libs., New York

Stefanie BuckJoelle E. PittsJoelle E. PittsJason M. ColemanNatalie HaberElaine SulloKarla AlemanLaura BonellaLaura BonellaAdam Wathen

Introduction	p. xi
Chapter 1 Taking Stock of Your Library	p. 1
Introduction	p. 1
Guiding Documents	p. 2
Read the Standards!	p. 2
Strategic Plans	p. 3
Know the Accreditation Requirements for Your Institution	p. 3
Who Are You?	p. 3
Understand Your Position	p. 3
Get to Know Your Department and Colleagues	p. 4
Take Stock of Your Own Skillset	p. 4
Policies and Procedures	p. 5
Learn the Policies: Library and institution	p. 5
Stakeholders and Partners	p. 6
What Data Is Already Available to You?	p. 7
CASE STUDY: Developing a Needs Assessment Survey for Online Users	p. 8
Get to Know Your Instructors	p. 11
CASE STUDY: Assessing Faculty Use of Library Services and Resources in the Learning Management System	p. 11
Marketing	p. 13
The Curriculum	p. 13
Program Goals	p. 14
Information Literacy Instruction	p. 14
Collections and Resources	p. 14
Tools and Technology	p. 15
Conclusion	p. 17
Chapter 2 Learn about Your Patrons and Set Goals to Serve Them	p. 19
Introduction	p. 19
Learn about Your Patrons	p. 19
User-Centeredness	p. 19
Needs Analysis	p. 21
Evidence-Based Decision Making	p. 24
Setting Goals to Serve Online Patrons	p. 25
SMART Goals	p. 25
Technical Considerations	p. 26
Short-Term versus Long-Term Goals for Online Patrons	p. 27
CASE STUDY: The One UWI Library	p. 28
Conclusion	p. 30
Chapter 3 Inclusive Design	p. 31
Introduction	p. 31
Principles of Universal Design	p. 32
Universal Design for Online Library Patrons	p. 34
Standards and Checklists	p. 38
Universal Design for Learning	p. 39
CASE STUDY: Practical Techniques for Teaching Online in a UDL-Friendly Way	p. 40
The UD Paradox	p. 43
Inclusive Practices	p. 43
CASE STUDY: Using Microsoft Office's Accessibility Checker	p. 44
One Size Doesn't Fit All	p. 45
Chapter 4 Reference for Online Patrons	p. 47
Introduction	p. 47
Guiding Principles	p. 48
American Library Association Guidelines	p. 48
Best Practices	p. 48
Building Your Service Portfolio	p. 53
CASE STUDY: Virtual Consultations	p. 54
Connecting Patrons to Reference Personnel	p. 56
CASE STUDY: A Model for Engaging Students with Online Research Consultations	p. 59
Embedding Help at the Point of Need	p. 61
CASE STUDY: Bringing the Library to the Students with LibGuides LTI Integration	p. 63
CASE STUDY: Supporting Online Users with a Frequently Asked Questions Knowledge Base	p. 67
Champion Your Services and Your Employees	p. 71
Chapter 5 Instruction for Online Patrons	p. 73
Introduction	p. 73
Instructional Design	p. 73
Learning Outcomes and Backward Design	p. 74
ADDEE	p. 74
CASE STUDY: Developing Synchronous Library Instruction for Online Nursing Courses	p. 76
Doing Good Assessment	p. 79
Assessment Techniques in the Online Environment	p. 80
Assessment Planning	p. 81
Finding Lesson Plans and Learning Objects	p. 83
CASE STUDY: A Collaborative Model for Online Instructional Design	p. 83
Scaffolding Online Library Instruction	p. 86
Strategies for Scaffolding	p. 86
CASE STUDY: Personal Librarians for Online Learners	p. 87
Some Tips for Designing Content	p. 89
Graphic Design and Text	p. 89
Chunking	p. 89
Active Learning and Motivation	p. 90
CASE STUDY: Engaging Students during Synchronous Library Instruction	p. 90
Best Practices for Creating Videos	p. 92
Some Tools to Consider	p. 93
Screencasting	p. 93
Animated Tutorials	p. 93
Interactive Tutorials	p. 94
CASE STUDY: Creating Free Online Branching Games with PowerPoint Skills	p. 94
Technological Considerations	p. 96
Conclusion	p. 97
Chapter 6 Embedded Librarianship	p. 99
Introduction	p. 99
What Is Embedded Librarianship?	p. 99
Models of Embedded Librarianship	p. 100
Time Commitment	p. 101
The Practicalities of Providing Embedded Librarian Services	p. 102
CASE STUDY: A Model of Integrated learning	p. 104
Impact on Student Learning	p. 106
Conclusion	p. 107
Chapter 7 Relationship Building	p. 109
Introduction	p. 109
Reasons for Building Relationships	p. 109
Mission, Vision, and Goals	p. 110
User Experience	p. 111
Connecting with Partners	p. 111
Possible Associates	p. 111
CASE STUDY: A Train-the-Trainer Course for Faculty Instructors	p. 113
Approaching a Potential Partner	p. 116
CASE STUDY: "Wait, There's a Distance learning Librarian?"	p. 117
Planning a Partnership	p. 119
CASE STUDY: We're All Better Together: Cross-Campus Collaborations to Support Online Students	p. 119
Goals and Relationship Types	p. 122
CASE STUDY: Teaming Up to Support Online Patrons	p. 124
Formalizing the Partnership	p. 126
Conclusion	p. 128
Marks of a Good Relationship	p. 128
Chapter 8 Marketing Services for Online Users	p. 131
Introduction	p. 131
Assess Availability	p. 131
Determine Baseline Knowledge	p. 132
Creating a Survey	p. 132
CASE STUDY: Surveying Our Distance Users	p. 133
Acting on Survey Results	p. 136
Creating New Marketing Materials	p. 136
Distributing Marketing Materials	p. 138
Creating New Services	p. 138
Assessing Marketing	p. 139
CASE STUDY: It's What Happens after Failure That Counts	p. 140
Be Persistent	p. 142
Chapter 9 Advocating for Your Online Users	p. 143
Introduction	p. 143
Planning for Change	p. 143
Access to Electronic Collections	p. 144
Licensing	p. 144
Connectiqng	p. 146
CASE STUDY: Providing Technical Support to Online Patrons	p. 147
Discoverability	p. 150
Access to Physical Collections	p. 150
Delivering Electronically	p. 150
Delivering Physically	p. 150
CASE STUDY: Service Excellence: Free Return Shipping for All Patrons Who Are Off Campus	p. 151
Access to Services	p. 154
Reference and Research Consultation Services	p. 154
Instruction	p. 154
Programs	p. 154
Marketing and Outreach	p. 155
Sustaining Success	p. 155
Continuously Explore User Needs	p. 155
Keep Up with Online Technology	p. 156
Chapter 10 Online Access to Public Library Services	p. 163
Discovery	p. 163
Content	p. 166
Programming and Outreach	p. 168
Conclusion	p. 171
Appendix: Additional Resources	p. 175
Glossary	p. 179
References	p. 181
About the Editors and Contributors	p. 187
Index	p. 191

Available:

Bound With These Titles

On Order

Summary

Summary

Author Notes

Summary:

Reviews (2)

Choice Review

Library Journal Review

Table of Contents