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The article discusses challenges and barriers for transgender communities related to service, outreach, and resources in public libraries. Topics include needs of transgender communities have been overlooked despite recent efforts to improve public library service to transgender people; Professional standards and values of the library profession includes language in support of all; and the first professional ethic in the American Library Association Code of Ethics (2008).

In-library use data is crucial for modern libraries to understand the full spectrum of patron use, including patron self-service activities, circulation, and reference statistics. Rather than using tables and charts to display use data, a geographic information system (GIS) facilitates a more visually appealing graphical display of the data in the form of a map. GISs have been used by library and information science (LIS) researchers and practitioners to create maps that display analyses of service area populations and demographics, facilities space management issues, spatial distribution of in-library use of materials, planned branch consolidations, and so on. The "seating sweeps" method allows researchers and librarians to collect in-library use data regarding where patrons are locating themselves within the library and what they are doing at those locations, such as sitting and reading, studying in a group, or socializing. This paper proposes a GIS as a tool to visually display in-library use data collected via "seating sweeps" of a library. By using a GIS to store, manage, and display the data, researchers and librarians can create visually appealing maps that show areas of heavy use and evidence of the use and value of the library for a community. Example maps are included to facilitate the reader's understanding of the possibilities afforded by using GISs in LIS research. [ABSTRACT FROM AUTHOR]

The article focuses on a study conducted by researchers Susan K. Burke and Molly Strothmann on use of library websites by public libraries to engage in outreach and services of Readers' Advisory (RA) library service to users. Topics discussed include information and library services provided by library websites to patrons, use of RA to promote the contents of a library's collections, and use of public library websites as outreach tools for readers' advisory.

The article presents discussion regarding library user services. Introductory comments are given noting the under-appreciated nature of user services within librarianship. Several elements and examples of user services are defined, such as library programming for community needs, community information collections development, and user experience testing. In each case, initiatives being offered by the Reference and User Services Association to develop these areas are noted.

Many academic libraries wrestle with how to provide access to video material. Documentary DVD purchases can cost much more than their book counterparts. Additionally, DVDs are much more sensitive to frequent use, and are easily scratched or damaged. Security and preservation issues have led some libraries to keep video material, especially DVDs, in closed stacks; however, moving a video collection to open stacks better serves patrons' needs and increases visibility and use of the collection. This case study provides an overview and positive outcomes of one library's experience in expanding access to its DVD collection and increasing the scope of its collection development policy [ABSTRACT FROM AUTHOR]

Though the academic library's primary mission is to serve the students, faculty, and staff of its parent institution, would-be users not officially associated with the institution frequently call upon the library to provide services and/or resources. Requests by these nonaffiliated users (some-times called community users) pose a moral quandary for public-service staff. Library personnel must weigh the demand to be helpful against their responsibility to make students, faculty, and staff their top priority. The authors employ W.D. Ross's pluralistic framework of prima facie duties to examine the conflicting obligations at the heart of this ethical dilemma. [ABSTRACT FROM AUTHOR]

The article offers suggestions for librarians in presenting book talks to adult audiences. Book selection, tailoring comments to specific audiences, and determining an order of presentation are examined. The importance of knowing one's own reading habits and weaknesses as well as having a general knowledge of literature and the necessity of having read the books selected for presentation are also discussed. Tips for working with different types of adult audiences in various settings are presented and several booktalking selections are included.

The article explores Book Club to Go Kits (BCTGK), a service provided by the Johnson County Library in Kansas. It notes that the program supports the growth and development of area book clubs by providing numerous copies of a variety of titles suitable for discussion. Kits contain ten paperback copies of a selected title as well as a discussion guide either included in the book or available through the library's Web site. It notes that kit titles are also available in alternate formats including large print and audio in order to involve and include a variety of readers. The popularity of the kits among library patrons is also discussed.

The article examines the growth of readers' advisory services in libraries and in library education trends regarding this area. The expansion of readers' advisory services from genre fiction guidance to assistance with leisure reading including mainstream fiction and nonfiction is discussed. Content explored in readers' advisory courses taken as part of Master in Library and Information Science (MLIS) programs is examined. Resources available to aid in readers' advisory are also discussed. Particular focus is given to challenges facing this service area including overcoming the personal literary preferences of librarians, coping with ambiguity, and developing an attitude of lifelong learning.

The article presents the guidelines for library services to Spanish-speaking library users in the U.S. Factors such as nationality, regional differences and culture can increase the complexity of library services to Spanish-speaking users. Spanish-speaking communities in the country have different language skills and competencies in English and Spanish. Selection of Spanish language materials should follow the procedures for collection development. In order to understand the composition and needs of the target populations, create a profile of the Spanish-speaking communities the library intends to serve.

Some library users come in the door knowing exactly where to go, with clearly defined and communicated needs. However, many more enter the library on an exploratory mission and often stop at the first service desk that catches their eye. In many libraries, this point of first contact is a security or general information desk, not a full-service reference desk. This opens the question, are users being served effectively and their expectations being met? During the first several weeks of the fall 2003 semester, staff at the service desk closest to the front door of a large academic library recorded the specific questions asked by library patrons and their responses. This data was subjected to qualitative analysis techniques and revealed some trends in what current students are seeking when they initially come into the library. The results are useful for managers to consider in establishing appropriate staffing models (such as who should work at this desk), developing relevant training, and planning service desk and collection spatial configurations. This article presents the results from this study and explores possible factors that managers should take into consideration. [ABSTRACT FROM AUTHOR]

The purpose of this study was to determine the effective behaviors of reference librarians during the chat reference interview, with particular emphasis given to whether the service users would feel more satisfied when librarians adopt the behaviors recommended in the revised "RUSA Guidelines for Behavioral Performance of Reference and Information Services Providers." The data analyzed for this study consisted of 422 chat reference transaction transcripts and corresponding user surveys obtained from a public library system that participated in a nationwide chat reference consortium. In six of the ten behavioral types observed, the users perceived the service as more satisfying when librarians demonstrated the behaviors suggested in the revised guidelines than when they did not. Five of these behaviors--receptive and cordial listening, searching information sources with or for the patrons, providing information sources, asking patrons whether the question was answered completely, and asking patrons to return when they need further assistance--were revealed as strong predictors of user satisfaction. These findings demonstrated that the RUSA behaviors are effective in increasing user satisfaction, suggesting that the guidelines can continue to be used as an effective tool for both staff training and service assessment in chat reference services. This report concludes with recommendations for further improvement of the guidelines and agendas for future research. [ABSTRACT FROM AUTHOR]

A pilot study was developed to determine use of the University of Texas at Austin General Libraries' research collections in the fields of civil engineering and educational psychology and to investigate the research behavior of graduate students. First, the authors sampled bibliographic citations from dissertations completed during the years 1997 and 2002 in the above-named fields. Then, a survey was sent to the dissertation writers to gain insight into use and opinions of library services for their graduate research. Analysis of information provided by both collection- and user-centered data-gathering techniques serves to underscore the value of the merged evaluation methods. [ABSTRACT FROM AUTHOR]

The article offers several scenes from the book "A Tree Grows in Brooklyn," by Betty Smith which could be used by librarians as inspiration in serving young library patrons in the U.S. It mentions that the scenes show that the risk of diminished library services may have the greatest impact on the youngest library users in the country. It notes that library professionals must lobby politicians to acknowledge the significance of library services to all patrons particularly children. It cites suggestions from the Association for Library Service to Children (ALSC) to aid librarians in serving young patrons.

The article offers information on how to maximize and improve gaming programs on libraries that offer library 2.0 to give teens a very positive and educational experience. In some libraries, the teens are given the privilege to run the gaming programs, decide what games to have, compete in library teams, or post their comments about games in general or library tournaments on their library's blogs. Another possibility would be to provide a program that shows teens how to make the games that they are playing and allow teens to control the content that they consume.

The article presents the author's perspective regarding customer service to library users in the U.S. She reacts on one of the tenets who espoused in a certain magazine about customer service which says customer is not always right. She stresses that no matter the situation, the customer still deserves to be treated with respect.