Search

This review analyzes the quandaries facing libraries from African countries, especially from the sub-Saharan region, regarding the free dissemination and access to Lesbian, Gay, Bisexual, Transgender, and Queer/Questioning (LGBTQ+) content. It examines the challenges the libraries face and finally highlights the role they should play in disseminating LGBTQ+ content. [ABSTRACT FROM AUTHOR]

The study examined if students would prefer robots to human librarians in the delivery of library services. The study used a descriptive survey research design. Data were analyzed using descriptive statistics. Of the 1009 students surveyed, findings indicated that most students would prefer human librarians to robots in the delivery of library services. However, students would like to see robots introduced into library services because they believe they would be effective in giving directions, welcoming users, ensuring library security, answering library users' questions, monitoring library users' activities, library users' registrations, charging and discharging of books, and maintaining library quietness. The study concluded that robots are necessary for providing library services and therefore recommends that robots be bought to do difficult and time-consuming jobs such as library security, monitoring library user activities, and providing directions. [ABSTRACT FROM AUTHOR]

In 2020, the Leonard Lief Library created a searchable online knowledge base (FAQs) as a complement to virtual reference during the library's pandemic-related closure. One year of search query data was used to assess the online knowledge base. This paper discusses the assessment's findings and planned improvements to the FAQs. A content analysis of user queries revealed what users are seeking in the knowledge base. The study examined the actions taken by users after conducting a search to determine the knowledge base's success rate. The knowledge base was successful in answering user questions almost half of the time. The top three query categories were access, non-library, and instructional. The frequency of access-related queries was expected, due to COVID-19 library building closure. The prevalence of questions about other campus units was unexpected. This finding suggests a perception of the academic library as a source of campus information and supports including this type of information in the library FAQs. This study adds to the body of assessment research within reference services, an area not well represented in the LIS literature. The methodology employed provides a model for assessment of online FAQs that can be adopted by other libraries. [ABSTRACT FROM AUTHOR]

Libraries have long used patrons' willingness to return as a metric for assessing reference services, but have not measured actual return rates for this service. Knowing if our user base is a small number of highly engaged patrons, or many patrons who visit only once, has implications for service improvements, marketing, and assessment. This study establishes 28% as the baseline return rate for chat reference at one research university, with 62% of all sessions coming from repeat users. Predictors of whether a patron would return after their first session are affiliation (e.g., whether they are faculty, graduate student, undergraduate, staff, or not affiliated with the university), the duration of the session, and where on the library website the chat was initiated. The librarian assisting, wait time, and the patron's own rating of the chat are among the factors that are not predictive. Further research into why patrons do or do not return, and what constitutes a good return rate, is recommended. [ABSTRACT FROM AUTHOR]