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The article addresses how a traditional Public commuter college library in the Bronx began making strides to automate student ID barcodes so online library access was granted without in person registrations. How does a barcode number get generated for an individual student and what offices need to be included in automating a library account? The author discusses the College's expansion of its online education program, strategies to serve this community and the eventual development of a digital ID card allowing students instant access to online resources. The article also reports data from a trouble ticket system developed for patron log in issues using Libwizard from Springshare. [ABSTRACT FROM AUTHOR]

In response to the COVID-19 pandemic, the Oklahoma State University Library developed an open-source application to record real-time building capacity. Library student security tracks building entrances and exits via the program, with current visitor numbers appearing on the library's website via an API. This effort helps administrators have a clear picture of building capacity during opening hours for data-driven decision-making and provides users information regarding the library's level of activity. [ABSTRACT FROM AUTHOR]

A library should be accessible and provide inclusive services. This is a challenge for many developing countries. However, with limited funding and infrastructure, there have been concerted attempts to mitigate this challenge. This paper focuses on mini-libs as a possible solution for library users with print disabilities. A case study approach is used to focus on a South African partnership between the North-West University and the North-West Provincial Department of Arts and Culture. Funding was sought to establish and support mini-libs in the North West Province community libraries through a leading South African petroleum company. Using a qualitative approach, the study investigated the implications of establishing mini-libraries (mini-libs) as a possible solution. The main results identified challenges in resource provision, negative attitudes in library staff, and accessibility to the min-libs. Training for both library patrons and library staff is recommended to resolve some of the challenges reported. The paper also recommends that resources be allocated for the mini-libs to be relevant to the library patrons. [ABSTRACT FROM AUTHOR]

In most libraries, the Circulation Desk and the Reference Desk have a complicated relationship. Their physical proximity to each other can affect where patrons go to get assistance and what kinds of questions they ask. Murphy Library at the University of Wisconsin—La Crosse has had the Reference Desk in three different locations in the last five years. In this article an analysis is provided that examines how the different locations have affected the nature and number of questions asked at the Circulation Desk. [ABSTRACT FROM AUTHOR]

In fall 2019 the Access Services and User Engagement librarians at the Woodbury University Library undertook to identify campus library marginal and nonusers among faculty and students. We administered an online survey and conducted follow-up, one-on-one interviews in an effort to understand: (1) Why some Woodbury community members visit the library and/or use its physical and/or digital resources infrequently or not at all; (2) Whether and how these marginal and nonusers secure the resources necessary to teach or learn successfully at Woodbury; (3) Whether and how these marginal and nonusers acquire the research competencies necessary to teach or learn successfully. We additionally utilized data from past responses to the library's annual user survey in order to define and contrast marginal and nonuse with regular library use. Investigations into the behaviors of library marginal and nonusers are rare and have generally focused on how libraries might better market their collections, services, and spaces. We expanded our focus to include identification of services and resources available to University community members outside of the library with a view toward understanding what other entities might be better suited to provide and, thus, how we in the library might re-formulate our unique value proposition. [ABSTRACT FROM AUTHOR]

A discussion of long-term thefts in the library suggested creating a highly punitive policy that captures the dynamics of the context through a holistic approach. The study inquired about how the penalty regime affects the attitudes of students and library staff toward fines. Data was collected through in-depth interviews to reveal three groups' attitudes: offenders, principled users, and staff. Twenty staff were interviewed, and forty of the students interviewed were registered users, 20 of whom had previously been fined for attempting to steal books, while the rest had no record of policy violations. The findings show that 30% of students were aware of the existence of the written policy only after being punished, which indicates that they were not given proper library orientation at the outset. The paper discusses how heavy fines and banishment from the library impacted attitudes toward the services offered in the building. Feedback from participants can be part of an early warning system used to maintain a high-level of service quality minimizing security issues. [ABSTRACT FROM AUTHOR]

The objective of this article is to describe an operating hours study conducted via survey at the Schusterman Library, a small academic library located at a branch campus of the University of Oklahoma. Survey responses indicated that although a small majority of library users were satisfied with the hours, there was also a strong desire for increased library access on weekends. As a result of this survey, Schusterman Library administration decided to reallocate five hours from weekday evenings to Saturday mornings. This change in operating hours was evaluated with a follow up survey and an analysis of gate count data. [ABSTRACT FROM AUTHOR]

The COVID-19 pandemic, which hit academic libraries in the United States during the spring semester of 2020, forced librarians and staff to redouble their efforts to reach out to users in light of newly enforced safety measures such as building closures, quarantine periods, enforced social distancing, etc. This article describes three services—one adapted, one newly developed, and one a collaboration across several units on campus—to allow users to continue receiving the assistance and the materials they needed despite the obstacles inherent to the pandemic. Unexpectedly, these changes also helped streamline processes in a post-pandemic academic library environment. [ABSTRACT FROM AUTHOR]

Noise in academic libraries has been a consistent concern of library staff and library users. This concern has intensified as libraries have emphasized their role in supporting student learning, including learning that occurs in a busy, collaborative environment. Studies of acceptable library noise levels have traditionally been conducted in areas where quiet was expected. This study adds to the literature by studying ideal noise levels for a busy, collaborative study space: the library learning commons. [ABSTRACT FROM AUTHOR]

Despite the clear negative impact of high textbook costs on students, limits—including space, funding, and policies—prevent many academic libraries from fully supporting textbook collections. Partnering with other campus units on textbook lending requires creative thinking but can provide students access to other services in addition to the books they need for class. This article describes a partnership between an academic library and a student services unit to provide support for a noncustodial textbook lending program. [ABSTRACT FROM AUTHOR]

This article reports on a study of how long library patrons at 28 college and university libraries kept books checked out before and after a policy change allowing for longer circulation periods and more renewals. The behavior of most patrons remained similar before and after the policy change, with only a slight (7–14 day) lengthening of the length of circulation for many patrons. A significant minority of patrons made more extensive use of the longer loan periods, demonstrating the usefulness of the policy change for many users. [ABSTRACT FROM PUBLISHER]

A multiple methods study was conducted over three academic terms during the 2015 fiscal year at Santa Clara University Library to assess the impact and value of overnight library hours. A survey was conducted after midnight during times the Library was open 24 hours, five days a week (24/5), the last two weeks of the quarter. The survey was further informed by patron counts conducted hourly by library floor and type of activity. Survey questions were based on Sowell and Nutefall's study (2014); activity counts used categories similar to Johnson and McCallister's overnight study (2015). This SCU research queried service needs in overnight hours, finding, as others studies have, that late-night users are primarily seeking a quiet space with comfortable amenities conducive to concentrated study. This conclusion was supported by patron count data that documented user activity between midnight and 7 a.m. showing patrons overwhelmingly working on personal laptops (53%) or library PCs (14%). Over 90% of respondents strongly agreed (66%) or agreed (27%) with the statement that “having the ability to use the Learning Commons/Library during the overnight hours (midnight-7 a.m.) has made a positive difference for me academically.” [ABSTRACT FROM AUTHOR]

This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed. [ABSTRACT FROM AUTHOR]

In the summer of 2010, to provide a “one-stop shop” service point to Woodruff Library patrons, the Circulation, Reference, and Learning Commons (LC) desks merged into the unified Library Service Desk (LSD) under Access Services. Last year, due to organizational changes in the library and IT, and anticipated support needs of the new LC spaces and technologies, Student Digital Life opened a separate LC Technical Support desk. The lessons of the year of the two desks, funding considerations, and the persistent goal to streamline the experience of our patrons resulted in transitioning the functions of the LC desk to LSD, thus evolving it to new organizational and operational levels. [ABSTRACT FROM AUTHOR]

This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations that excel in customer service. The article identifies key organizational structures that have been shown to support or hinder good service and discusses the process of implementing these structures in practice and the results of an assessment process designed around determining success. [ABSTRACT FROM AUTHOR]

This case study examines patron record privacy and the Family Educational Rights and Privacy Act (FERPA) within a consortial environment. FERPA requirements were examined, as well as college and library policy and procedure. It was determined that information in library patron records is directory information and, under most circumstances, does not need FERPA protections. However, the needs of the confidential student, who requests confidentiality of all information, including directory information, were identified as not having been addressed. Reed Library adjusted policy and procedures to meet the needs of the confidential student and fulfill FERPA requirements. [ABSTRACT FROM AUTHOR]

The University of North Texas Libraries provide extensive online access to academic journals through major vendor databases. As illustrated by interlibrary loan borrowing requests for items held in our databases, patrons often have difficulty navigating the available resources. In this study, the Interlibrary Loan staff used data gathered from the ILLiad interlibrary loan management system to investigate why patrons request locally available materials. This study resulted in recommendations for the Libraries' linking strategies in EBSCOhost databases. Several user education needs were identified and communicated to the Libraries' Subject Liaisons. [ABSTRACT FROM PUBLISHER]

The academic library, given its often privileged position on campus, is the information source that can include directional as well as general campus facts among the myriad of print and e-resources for reference. Also, an academic library's audiences can be quite varied and include prospective students or parents seeking more general knowledge of the building and the campus. Many times this need for information drives patrons to the library service desks. Sometimes, especially during the high-demand seasons of new student orientation and beginning of the fall semesters, the desk is so busy that many patrons will leave because they don't have the time to wait. To address this immediate need for information, Texas Tech University Libraries developed an interactive kiosk to provide general information for frequently asked questions in a more efficient, creative, and interactive way. The kiosk provides a fun method of satisfying a patron's information needs without the requirement of a staff member or the need to wait in line for help. The kiosk is available as long as the Library is open and provides a variety of useful answers to general questions, as well as facts about the Library. [ABSTRACT FROM PUBLISHER]

During the Fall 2013 semester East Carolina University's main library piloted 24/5 hours of operation by opening on Sunday morning and not closing until Friday night. This article details the planning and execution of the pilot program, as well the findings from the data collected during the overnight period by people-counting cameras and a university identification card reader. The data reveal library usage during specific days and hours of the overnight period, usage during specific periods of the semester, and the demographic information of overnight undergraduate and graduate student users. [ABSTRACT FROM AUTHOR]

Research shows that academic libraries can be difficult to navigate and that students are often frustrated with not being able to find the right materials. This current study attempts to identify access barriers in FSU's Strozier Library by assessing the effectiveness of signs and directories, as well as wayfinding patterns of both undergraduate and graduate students. Two different assessments are implemented: a directory survey and a tally of the directional questions received at multiple help desks. Results show that the majority of students prefer to speak with a human being when attempting to locate something in the library; however, the directories are seen as helpful. The results have immediate implications on staffing practices and directory design. Future research is discussed as FSU continues to assess access and wayfinding and the cognitive process of students as they navigate the library building. [ABSTRACT FROM AUTHOR]

Generating, collecting, and analyzing building usage statistics can greatly increase the ability of an access services unit to meet the changing dynamic of patron needs in an academic library. By analyzing three different data points, the Access Services Unit in Malpass Library at Western Illinois University was able to determine the most effective and efficient way to deploy the student workforce to meet the demonstrated needs of the patron population throughout the day. This article will examine those data points and how they were analyzed in order to improve the services provided by the Access Services Unit. [ABSTRACT FROM AUTHOR]