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This study examines data from a survey conducted at a U.S. public research university, focusing on students' behaviors and attitudes toward the library, both physical and online. The analysis categorizes student users and nonusers based on demographics such as full-time enrollment, first-generation status, college, and grade point average (GPA). Results indicate that first-generation students were most likely to never use the online library. Low GPA respondents visited the physical library most frequently, whereas high GPA students were more inclined to use e-resources. The discussion section includes suggestions for improving services and resources to support student success. [ABSTRACT FROM AUTHOR]

This paper reports on a study on delinquent acts in three academic libraries in northern Ghana. A survey method was used for the study and a questionnaire was used to collect data. The study population consisted of staff in the Reader Service Sections of the three libraries. The study found that failure to observe library regulations, keeping overdue materials, eating in the library, littering, reserving seats unjustifiably, and hiding of books for the purpose of monopoly are examples of delinquent acts practiced by library users. According to the participants, the main reasons for delinquent acts are inadequate orientation to users, insufficient copies of books, and indiscipline among library users. The respondents further reported that these actions led to a reduction in library resources and low patronage. To curb deviant behaviors in libraries, the study recommends the adoption of pragmatic approaches including massive orientation for users, imbibing positive library culture that fosters respect, bolstering commitment and cooperation among library users and the staff, increasing library budgets as well as finding more creative ways of acquiring more copies of books, such as using Open Educational Resources (OERs), belonging to consortia and building and/or enhancing existing Institutional Repositories (IR). [ABSTRACT FROM AUTHOR]

This article presents a 2-year study on how quickly Texas library staff members greeted a library patron after eye contact. Results from 140 library visits found a mean of nearly 4 min, but a mean of 9 s after removing outliers. The study also calculated the perceived customer value by measuring the service, quality, image, and price of the customer service experience. Findings suggest that each patron/staff interaction may alter a patron's perceived Return on Investment (ROI). Given libraries are primarily supported by tax dollars, poor patron service experiences may impact the perceived values of library programs and services, jeopardizing future funding. The article highlights the importance for libraries to retain satisfied employees and build trust within their communities. [ABSTRACT FROM AUTHOR]

With the rapid pace of change and the high cost invested in information technology, it is important for academic libraries to evaluate the information technology solutions they use in their institutions to determine whether they are meeting the needs of their students, faculty, staff, and other users of their libraries and resources. This study presents the results of an online survey of Association of Research Libraries (ARL) academic library members to benchmark the assessment strategies that they used to evaluate their IT activities. This article compares their responses with earlier studies to identify trends and make recommendations for effective assessment practices. [ABSTRACT FROM AUTHOR]

With the rise in numbers of people experiencing homelessness in our cities, towns and regions, public libraries are seeing an increase in visits from members of this community. Public library staff are increasingly required to assist and work with people experiencing homelessness, often with little training and without the guidance of policy documents to advise them. This article reports on a survey of Australian public library staff who were asked about their experiences in, and attitudes toward working with this community. The article finds public library staff are frequently working with people experiencing homelessness. Although library staff largely believe working with this community is part of their role, they also report feeling unsafe at work, and a belief that the presence of people experiencing homelessness in libraries can be detrimental to other library users. [ABSTRACT FROM AUTHOR]

The purpose of this study was to investigate the gap between library users' expected and perceived library services and to examine the role of library services in developing user satisfaction and loyalty. A quantitative research design using a questionnaire was used to investigate the research objectives. Undergraduate students were selected as the population from the Information Technology University. The questionnaire was adopted from previous literature. It was pilot tested with 50 undergraduate students and found reliable. Data was collected from 304 respondents and were analyzed using SPSS (v.20) software. The study found that library users expected a high level of service in three categories, i.e., Affect of Service, Information Control, and Library as a Place, as all mean scores were higher than 7 when rated against a scale from 1 to 9. The participants reported that they were likely to consult the library and recommend it to others. The structural equation model confirmed that better services will increase users' satisfaction with the library resources and services and will lead to winning users' loyalty. The findings from the study provided useful insight into the determinants of user satisfaction and loyalty and could be useful for other academic libraries seeking ways to increase user loyalty and user satisfaction with library resources and services. [ABSTRACT FROM AUTHOR]

This article follows up on two previously published studies regarding the incorporation of student feedback amid the COVID-19 pandemic. It builds on the model of embracing user experience, focusing on how library employees and patrons felt about the health safety protocols in place during Fall 2021. Analyzing both surveys from employees and patrons, the findings indicated that both groups felt safe in the library. This article recommends that when library decision-makers are in doubt about policies and practices, they should consult with the groups directly affected, and demonstrates the importance of ensuring stakeholders feel heard and can contribute to decision-making. [ABSTRACT FROM AUTHOR]

In this column, we will share the benefits and challenges of adopting two EdTech tools (Scholarcy and Grammarly) to support library users' research workflows. We share how we introduced Grammarly and Scholarcy to the college community through a marketing campaign via ConvertKit, an email marketing tool, and the benefits and challenges of Grammarly and Scholarcy's vendor-supplied usage statistics to support student success. [ABSTRACT FROM AUTHOR]

In 2021, ECU Library embarked on a year-long user experience project to explore students' experiences of a newly refurbished space and investigate what facilities and services students would like to see at a new city campus to be opened in 2025. The study employed a number of user experience and ethnographic methods including observation, interviews, surveys, focus groups and surveys, and worked in partnership with library peer assistants to collect data. Students want a library of the future that offers a variety of flexible informal study spaces, good lighting, comfortable and ergonomic furniture, visible services, and access to technology. [ABSTRACT FROM AUTHOR]

In early March 2020, a global COVID-19 pandemic led to the closure of a large majority of academic institutions including libraries, archives, and cultural heritage institutes in North America and around the world. As we write this article, almost two years later, the situation remains critical, and most universities continue to offer online teaching while most libraries provide remote access to their resources. This article presents the results of a survey that was designed and circulated to faculty and students at US and Canadian universities in the summer of 2020. This article aims to draw a portrait of the state of research in the Summer of 2020 and seeks to understand how libraries and users customized their access to resources during the COVID-19 lockdowns. The article identifies the main challenges faced by scholars in Islamic and Middle Eastern studies to develop, pursue, or complete research projects during the pandemic, and the strategies implemented to make up for the loss of access to primary source materials and field research. The article also highlights immediate initiatives developed by academic and research libraries to support the research community, and demonstrates how these responses to the crisis matched their institution's strategies. [ABSTRACT FROM AUTHOR]

This column article discusses the state of people with disabilities who work in libraries in conjunction with the Covid pandemic, and the return to working on site. Also discussed is how accessibility changed in libraries because of the pandemic and the shut downs that occurred before vaccination. This article asks administrators to consider several issues including the difference between compliance with the Americans with Disabilities Act and accessibility, compassionate care for library employees and patrons, boundary setting, and embracing change. [ABSTRACT FROM AUTHOR]

As a community hub, libraries and their patrons were impacted by the social distancing, closures, and health-related restrictions brought about by the COVID-19 pandemic. This study explored one library system's changing needs during the pandemic, both from the patrons' point of view as well as from the perspective of library staff. A number of themes are identified, which can assist library administrators with adjusting to the needs of their constituents post-pandemic and inform future resource planning in library systems. Implications and limitations are also discussed. [ABSTRACT FROM AUTHOR]

This article demonstrates how a public research university library responded to user needs following radical service changes during Fall 2020 and assesses whether the library met challenges resulting from COVID-19. The library reduced hours and occupancy and implemented a reservation system and new health safety guidelines with the goal of a safe environment. During Fall 2020, 540 survey respondents reported feeling their health was not at risk, suggesting the goal was accomplished. Additionally, users provided feedback about the altered landscape. This article will benefit administrators and user experience librarians who need to balance user preferences and administrative reality. [ABSTRACT FROM AUTHOR]

Today libraries stand as the most inclusive institution in US society, but their workforces remain unaligned with the wide-ranging domestic demographic. With 83% of librarians identifying as white in 2020, this institution requires cultural reconstruction to enable its information literacy goals. As diversity, equity, and inclusion (DEI) efforts have been unsuccessful over the years in libraries, this report surveys efforts in industries with more diverse workers and adapts them for implementation in library settings. Recruitment, retainment, and inclusion strategies in corporate, STEM, and healthcare environments are reviewed to identify successful options as starting points for library planners. Practical adaptations are provided as more feasible options for library budgets and personnel volumes. As libraries were founded and transformed to serve the varying needs of all patrons, incorporating these DEI tools into planning strategies is imperative to diversify library labor forces and eliminate barriers to information literacy [ABSTRACT FROM AUTHOR]

This project aimed to cultivate library patrons' interest in earth and space science, using research on how situations can trigger and support interest to deepen across time. The project featured a dynamic but low-tech library display that showcased thematic content to help patrons realize and develop their interest in earth and space science topics. Patrons engaged with and returned regularly to the display, which predicted their participation in additional activities outside of viewing the display, indicating deepening interest. This approach uses a passive program to help libraries build patrons' interest in accessing science resources and programs. [ABSTRACT FROM AUTHOR]

Before the start of the COVID-19 pandemic, the College's Hirons Library & Learning Center (HLLC) library marketing efforts included word of mouth, information literacy instruction session, physical and electronic displays, and announcement on the library webpage to library users. In March 2020, due to the COVID-19 pandemic, the HLLC, in collaboration with the Office of Institutional Research & Training (OIRT), designed two new library marketing campaigns using the project management app, Notion. Both campaigns were designed to meet the new and changing needs of our new, predominately remote, users. In the first library marketing campaign, the HLLC's marketing goal was very focused and deliberate in purpose. The library emailed the College community messages to increase awareness and usage of the library's eBook collections. In the second library marketing campaign, the library broadened the purpose of the marketing campaigned to promote online resources, tools, and virtual programs. The library sent text messages to the students. In this edition of the column, we describe how our marketing efforts have changed due to the pandemic, including which strategies we employed, and the extent to which we recognized success with these new efforts. [ABSTRACT FROM AUTHOR]

The purpose of this article is to examine key management principles that are crucial for sustainable social media engagement with library customers. To explore these principles, the Strategic Social Media Marketing Framework was applied in interviews to contextualize the management considerations of preselected Nigerian university libraries (n = 6) with social media accounts. Interview results reveal that clarity of purpose and adequate planning are lacking in the approach adopted by libraries for social media marketing, yet these are established as essential ingredients for creating and sustaining social media engagement. Against this background, a framework was developed to provide a high-level guide for social media management with both practical and theoretical implications. [ABSTRACT FROM AUTHOR]

A survey was performed over all university libraries within the Association of European Research Libraries (LIBER) in order to study how different methods of user input are utilized. Libraries using analysis based on explorative methods—such as UX and process mapping—report significantly increased user knowledge and perceived well-function. Over three-fourths of the respondents reported performing general user surveys. Surveys offer ease of collection, effectively gather researcher user group input and generate data suitable for communicating library value to stakeholders. However, it is resource-demanding to transfer findings into service changes, especially for smaller libraries, and results often support stepwise improvements rather than discovery of new services. [ABSTRACT FROM AUTHOR]

Steven Bell's "Academic Librarians' C-Word Problem" recommends that to improve customer service academic librarians like public librarians call their users "customers." This column argues that academic library users should not be called customers for a variety of reasons. Primarily, the goals of public and academic libraries differ. Public libraries seek to discover their users' wants and meet them. Academic libraries, in contrast, aim to teach and support their users' educational growth. Calling an academic library patron a customer implies that individual wants can take precedence over educational needs and that students should have influence over classroom instruction and curricular content. Steven Bell and I agree on the importance of customer service, but I believe that it is defined differently in public and academic libraries. [ABSTRACT FROM AUTHOR]

Many public libraries reply on forming partnerships with other institutions in their communities to expand and strengthen their educational public programing. The Land-Grant University Extension Service can be a natural partner for public libraries, as both organizations share the common goal of providing lifelong learning opportunities to the public. A year-long study based at the St. Martin Public Library in Jackson County, Mississippi shows the impact of programs led by Mississippi State University Extension faculty and staff on library activity at that branch, including new library card sign-ups, use of materials, and future program attendance and growth. From the results of surveys distributed, Extension-led educational programs appeared to have an overall positive impact on library activity at the St. Martin branch. [ABSTRACT FROM AUTHOR]

Librarians have been seeking solutions to improve library user experience. The popularity of mobile devices leads to the increasing demand for reliable and efficient wireless communication in libraries. The City Tech librarians make an effort to improve Wi-Fi network to address such challenge. The Wi-Fi survey results indicate that students are dissatisfied with the library Wi-Fi access and hope to get better wireless communication for their mobile devices. To seek approaches to the improvement of Wi-Fi speed and reliability, the authors adopted NetSpot Pro loaded with the library building map to audit wireless network performance. The Wi-Fi site survey shows the library Wi-Fi network has not only weak Wi-Fi signal strength, but also experiences severe interference and overlapping channels. The study suggests that the Library and campus IT can enhance the Wi-Fi network performance by adding more wireless APs and optimizing the locations of existing APs, Wi-Fi network setting, and wireless connection procedure. By upgrading the CUNY Fiber Network and network improvement strategy, the Library can provide effective wireless communication for student learning and research, and ultimately give students memorable library experiences. [ABSTRACT FROM AUTHOR]

In 2017, the Riyad Nassar Library of the Lebanese American University - Beirut, Lebanon - conducted a student survey as part of its assessment plan to evaluate all functions offered to its stakeholders including space design. The results of said survey are discussed in this paper to ensure if the executed redesign of the library space, carried out during the last 5 years, helped in meeting students' perceptions and expectations. The authors will discuss the methods used to assess space change such as survey, behavioral observation and statistics as well as the challenges faced by the library during this process. [ABSTRACT FROM AUTHOR]

The current ad-hoc, organically grown system of digital library inventory management is inefficient, ineffective, and costly, both in dollar terms and in the time and effort of librarians and users. UConn is building a data architecture framework that is integrated in a larger concept of how library data is acquired, managed, and delivered. Collection development policy, data architecture, and information architecture combine to create a strategic framework for collections-based library activities. [ABSTRACT FROM AUTHOR]

The Shared Library Management System (LMS) model is not a new concept. Lately, many libraries consortia have migrated to a shared LMS to reduce their services' total costs. The Hellenic Academic Libraries consortium has implemented a shared LMS service, hosted in a private owned cloud infrastructure for its members during the past years (known as the MITOS project). Recognizing the complexity and significance that joining a shared LMS represents, it is important for librarians and other decision makers to have access to the MITOS experience for operational, technical and financial aspects, during and after the transition. [ABSTRACT FROM AUTHOR]

Payson Library, the largest library at Pepperdine, primarily serves undergraduate students. It underwent a renovation between spring 2016 and fall 2017. Payson Library was closed during this renovation, and a Library Hub was established as a temporary service point and library information and teaching center on campus. Maintaining market share led to rolling out new services such as RAPID-ILL, repurposing a graduate campus library for increased study spaces, and reliance on a strong library liaison program. Predictably, there was a sharp reduction in patron visits, but there was success in providing reference, instruction, and access to the collections. [ABSTRACT FROM AUTHOR]

Findings of previous studies revealed that regardless of the objective, age does affect the information-seeking behavior of an individual. Likewise, this study found the same results. Although all of the younger Filipino aquaculture researchers preferred the Internet to begin their search process, it was found that they were more frequent library users, and more reliant on librarians than their older counterparts. Likewise, they preferred the combination of print and electronic formats when reading. Thus, they would print and save the retrieved electronic copy of information at least very often. The study is a valuable addition to the information-seeking behavior studies on Filipinos, and the first to tackle the effects of age on the information-seeking behavior of Filipino aquaculture researchers. [ABSTRACT FROM AUTHOR]

Libraries continue to be an important source of books for young people, though relatively little is known about how gender and age influence visitation frequency for this purpose. In addition, while supporting children to choose books is part of the role of both school and public librarians, little is known about the strategies and processes children use to select books, and the beliefs and attitudes that underpin them. Findings from the2016 Western Australian Study in Children's Book Readingoffer insights into these areas that can support librarians to guide book choice, and they encourage targeted intervention to ensure that boys and older children make use of their libraries to support their literacy growth. [ABSTRACT FROM AUTHOR]

Library data in the form of holdings, expenditures, and transactions continues to be collected. Recently emphasis is being placed on connecting library usage data to student success indicators for purposes of indicating impact. This article describes how one library involved in a large-scale, student success assessment project analyzed usage data linked to unique student IDs prior to connecting data to student academic information. Results revealed a trove of useful information that led to a more robust understanding of how students interacted with library services over the course of a year and are discussed in relation to process improvement. [ABSTRACT FROM PUBLISHER]

With growing interest in applying user experience (UX) methods to improve library interfaces, spaces, and services, it is critical to gain a deeper understanding of the organizational factors influencing libraries' adoption and incorporation of UX expertise. This article reports the results of semi-structured interviews with 16 UX librarians and focuses on how the positions were created, the benefits they have brought to their library, their biggest challenges, and the extent that their work is understood throughout the library. The article concludes with a preliminary model of library UX maturity and six critical directions for the future of UX librarianship. [ABSTRACT FROM PUBLISHER]

Libraries are responsible for the safety, security, and welfare of their patrons, employees, collections, buildings, and property. Well-designed library spaces enhance the overall security and safety of the library building and its users. One potential tool to assist in assessing library spaces and building design is the Crime Prevention through Environmental Design (CPTED) methodology. This article presents a case study in which a CPTED checklist was used to examine safety and security design features in an academic library environment. In conjunction with other safety measures, including dedicated safety committees, expert-led safety trainings, and ongoing conversations about security in the library, the CPTED checklist can help inform library conversations about building security and contribute to a safer, more secure atmosphere in which students can thrive. [ABSTRACT FROM PUBLISHER]

Academic libraries are taking a closer look at how well they are serving the needs of their users. As a result assessment activities become more important. In this column, the authors will focus on and describe one major tool of assessment—the user survey. [ABSTRACT FROM AUTHOR]

A well-crafted localized survey is an excellent opportunity to efficiently collect data about library user feelings and experiences on a large scale. 800 undergraduate students and employees of a mid-sized public university responded to an online survey about their feelings on library space, communication, services, and collections. Employing a variety of question types, the authors sought to include measures that would yield both pertinent and meaningful feedback. Results were analyzed and prioritized by significance and librarians culled the results for actionable findings and opportunities for further study or long-term benchmarking. [ABSTRACT FROM PUBLISHER]

The article discusses public library administration and its relationship to the needs and opinions of its public patrons, arguing that the scope and mission of public libraries is as diverse and open-ended as the directors and communities wish them to be. Topics discussed include the centrality of supply and demand on library services, levels of responsiveness from libraries to service design, and issues surrounding user-centered design.

The article presents an entry in the journal's regular column focusing on public librarianship. This entry addresses the basic question of what constituencies use public libraries and why they are important to serve. Topics addressed include trends in providing non-traditional public services through public library facilities, the views of researcher David Thacher on the existence and maintenance of libraries as public spaces, and managing the realities of misbehavior in such spaces.

Though there has been much discussion of the connection between libraries and digital humanities (on both sides), a general model of the two has not been forthcoming. Such a model would provide librarians with an overview of the diverse work of digital humanities (some of which they may already perform) and help identify pockets of activity through which each side might engage the other. This article surveys the current locations of digital humanities work, presents a cultural informatics model of libraries and the digital humanities, and situates digital humanities work within the user-centered paradigm of library and information science. [ABSTRACT FROM PUBLISHER]

In a lively point/counterpoint format, the authors discuss issues of library technology from two perspectives: that of a library administrator and that of an Emerging Technologies Librarian. Rather than providing an artificial sense of closure, this article is designed to highlight differing positions on these issues, inviting libraries to use these conflicting viewpoints as tools to aid them in finding the solutions that best fit their unique situation. [ABSTRACT FROM AUTHOR]

With a growing population of part-time and distance education students, changing technologies, and evolving user expectations, it is becoming increasingly challenging to reach users through traditional marketing approaches. This article will review previous trends in library marketing and promotion and explore new initiatives, including partnering with marketing courses, roving reference, and highlighting staff expertise to raise awareness among users. This article originally published in Journal of Library Administration, Vol. 51, Issue 3, pages 291–300, 2011. doi:http://dx.doi.org/10.1080/01930826.2011.556945. [ABSTRACT FROM PUBLISHER]

Library patrons are adopting mobile devices for personal and other uses. The ubiquity of mobile devices will lead to changes in how and where learning and education happens. Libraries have wanted to become ubiquitous by making resources and services available anywhere, anytime. Reference librarians can use mobile devices and applications to include services in mobile learning environments. Challenges to libraries include uncertainty about which technologies to adopt in a rapidly changing technology landscape, the cost of technology adoption, staffing for 24–7, diversity of needs and preferences among library patrons, and the need to offer stable, consistent services. The combination of mobile librarians, mobile patrons, and mobile content provides an opportunity to move closer to the ideal of the ubiquitous library. This article originally published in Journal of Library Administration, Vol. 51, Issue 3, pages 279–290, 2011. doi:http://dx.doi.org/10.1080/01930826.2011.556942. [ABSTRACT FROM PUBLISHER]

Academic special collections librarians have made great strides in making their collections discoverable and accessible to a wide audience. This article examines use of special collections departments and the many kinds of outreach librarians undertake to increase access to and knowledge of their collections, including creating electronic finding aids, digitizing material, collaborating with faculty, increasing participation in instruction and reference, and using exhibits, social media, and relationships with community partners to further the mission and goals of the library and the college or university. The article uses the University of Illinois at Chicago Special Collections Department as a case study. [ABSTRACT FROM PUBLISHER]

The University of Arizona (UA) Libraries are implementing a comprehensive patron-driven acquisition (PDA) system for English-language books. The goal is to increase discovery options and improve delivery of monographic content for users while increasing cost effectiveness. PDA is one part of a multi-pronged monographic acquisition system that includes patron-driven acquisition for both electronic and print books, as well as a highly selective approval plan that is complemented by librarian selection as needed. Rapid changes in technology, supply-chain management, business models, and scholarly communication provide opportunities to redefine how best to meet the needs of the academic community the UA Libraries serve. [ABSTRACT FROM AUTHOR]

Over the past 15 years, the work of staff at the University of Arizona (UA) Libraries has transformed significantly to meet the evolving needs of library users, the changing profession, and the economic climate. To keep pace with these changes, the UA Libraries have gradually shifted to a new, competency-based hiring and performance management model. This article will describe the process of moving to a competency-based model both for librarians and classified staff at the University of Arizona. [ABSTRACT FROM AUTHOR]

Reference librarians are tasked with teaching patrons how to access a variety of library materials. With the advent of electronic access to various resources, another worthwhile task has emerged: preventing library user anxiety. In an attempt to provide background on library anxiety a review of the current literature on the issue is offered. Emphasis is placed on the various services that are continuously developed as well as the many trends reference departments pursue, implement, and improve to ensure that fewer users experience overwhelming and anxious feelings when using the library. [ABSTRACT FROM AUTHOR]

Library patrons are adopting mobile devices for personal and other uses. The ubiquity of mobile devices will lead to changes in how and where learning and education happens. Libraries have wanted to become ubiquitous by making resources and services available anywhere, anytime. Reference librarians can use mobile devices and applications to include services in mobile learning environments. Challenges to libraries include uncertainty about which technologies to adopt in a rapidly changing technology landscape, the cost of technology adoption, staffing for 24-7, diversity of needs and preferences among library patrons, and the need to offer stable, consistent services. The combination of mobile librarians, mobile patrons, and mobile content provides an opportunity to move closer to the ideal of the ubiquitous library. [ABSTRACT FROM AUTHOR]

Updating her 2003 article in Reference Services Review ('The Future of Reference: Get Real!' Reference Services Review 3(1), 2003, 39-42, DOI: 10.1108/00907320310460898), the author emphasizes the need to get a good sense of what one's users' priorities are, concentrating efforts on successful tools researchers will actually use; responding to changes that have taken place in research and scholarship; devising instruction for use in actual environments, spaces, and timeframes; focusing on local user needs; and working to influence user-centered design of library online systems. [ABSTRACT FROM AUTHOR]

Ithaka S+R's Faculty Survey 2009, the 4th iteration since 2000 of this survey of faculty members at colleges and universities across the United States, offers insights into how faculty attitudes about electronic media and technology have evolved over the last decade. In this article, the authors focus on the aspects of the survey that most directly relate to the work of research libraries, including commentary on information discovery and use, the evolving role of the library, and changing attitudes toward access and preservation of journal current issues and backfiles. The responses to this survey point to some of the more valuable services libraries offer (or could offer), as well as highlighting the many challenges facing libraries and putting an exclamation point on the widely shared view that the libraries cannot rely on what have been their traditional strengths. [ABSTRACT FROM AUTHOR]

To change from collection-centric to user-centered research libraries and to survive in tough economic times, libraries face 2 major challenges: 1st, libraries need to change how they are viewed by their constituencies so they are seen as indispensable; and 2nd, libraries need to help the librarians and staff change their own mental models of their roles to remain relevant in these changing times. Metaphors are one way to help people connect terms in new ways so they develop new images of those terms. For more than 100 years, libraries have used metaphors to seek connections that will help people see libraries as something other than warehouses for books. This article will explore various metaphors being used in the library field and how these metaphors can help libraries introduce change to improve their chances of receiving the support needed to survive. [ABSTRACT FROM AUTHOR]

Libraries have made significant investments in computer resources and infrastructure. They now incur the costs of supporting an array of systems across workflows for print, licensed, and digital materials. Similarly, libraries have fragmented presences on the Web, where they must compete with search engines and other information resources in meeting the information needs of people. The Online Computer Library Center (OCLC) is building its next generation of services in the computing cloud, where applications and data are stored on the Internet rather than on a local computer, and libraries can use an application without having to worry about the supporting technology. Web-scale services will provide libraries with powerful new applications and services when and where needed. [ABSTRACT FROM AUTHOR]

There is an old saw about a young man adapting a persona and then spending the rest of his life trying to create a new one. To even meet, let alone exceed, user expectations in the digital age do research libraries need to shed their old personae and fundamentally re-invent themselves? Can we really categorize our users and their expectations? What are the metrics that will inform our repositioning? Are time and the information marketplace moving too fast for us to get in front of rising user expectations? What role will leadership play in creating new roles in the evolving information environment? [ABSTRACT FROM AUTHOR]

What shapes and extends user expectations? How well is the library positioned to meet and exceed those needs? How are library collections, services, technology, space, staffing, and organization influenced by these developments? What new roles and responsibilities are being embraced and advanced? This article outlines the growing desires and requirements of the academic research library user under the impact of digital and network technologies, with a focus on the student, the teacher, and the researcher. [ABSTRACT FROM AUTHOR]

This article provides perspective on the research habits of Millennials, placing them in generational context while questioning whether adherence to generational differences hinders educational pedagogy. An exploratory survey at Pima Community College (PCC) East Campus provides context from which Millennial behaviors, commonly perceived by faculty and in literature, can be scrutinized. The article discusses the preference for experiential learning across generations and the misnomer of the digital native, while discussing the student as information consumer and the consumer behavior behind library use. The significance of customer service and user education to library use is demonstrated. The future of libraries is discussed to include service barriers and the outlook that the Web is enhancing rather than eliminating the need for libraries. [ABSTRACT FROM AUTHOR]