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This study aims to identify patterns in user complaints within chat transcripts before and during the COVID-19 pandemic. The researchers analyzed 3,339 chat transcripts from an academic chat reference consortium between January 2019 to December 2021. Transcripts were hand-coded for pandemic status, semester, user type, presence of a complaint, complaint type and subtype, and complaint resolution. We tested the significance of relationships between variables using Pearson's chi-square test of independence and Fisher's exact test. Over the three-year study period, 17.6% of chats contained at least one complaint, with faculty and graduate students complaining more than expected, and undergraduates complaining less than expected. The most common complaint types concerned e-resources, accounts, and research. There were significant differences in complaints according to user type: students and faculty complained more about e-resources, staff and alumni complained more about accounts, and members of the public complained more about policies. The researchers found a statistically significant increase in complaints during the pandemic, with more complaints about document delivery and borrowing and e-access eligibility than expected, and fewer complaints about library accounts and noise than expected. Most complaints across the study period were resolved, typically via referral. [ABSTRACT FROM AUTHOR]

ChatGPT and other AI models have raised questions about their potential impact on libraries, and reference services. While libraries have adapted in the face of many other technologies, ChatGPT provides a human-like conversational element and ability to answer direct questions that separates it from tools like Google and Wikipedia. This study examines ChatGPT's ability to provide a "successful" reference transaction using criteria from the RUSA Behavioral Guidelines and from the literature and compares ChatGPT's answers to those provided by library reference services. The results show that librarians generally outperform the AI model, but the data suggests some areas for improvement. [ABSTRACT FROM AUTHOR]

Veterans Health Administration (VHA) hospital libraries provide research to support and improve patient care and health outcomes. This report reviews and compares the results of a series of 6 studies conducted between 2010 and 2023 by Veterans Health Administration (VHA) hospital libraries to evaluate the information patrons received from their libraries in response to reference requests. The results found that the libraries' reference responses were relevant and timely and had a positive effect on patient care while saving staff time. [ABSTRACT FROM AUTHOR]

The purpose of this study was to investigate the impact of covid-19 on library services as perceived by international students and scholars at Kent State University, a medium-sized public research university in the mid-west, in the United States. A second general purpose was to increase awareness of library resources and services among the international student population. The study used a self-reported questionnaire (Qualtrics survey) to find out the use of library services and resources by international students' pre-pandemic and during the pandemic. Using google analytics, the study also compared visits of the library website from pre-pandemic and during the pandemic by the general student population. The author also obtained statistics from various library departments to compare pre-pandemic and pandemic usage. Additionally, informal interviews were conducted by the author to find out librarians' perceptions of how Covid-19 impacted their services and policies. The survey results showed a general lack of awareness of library resources and services among the international student population both pre-pandemic and during the pandemic. The usage statistics and reports from the librarians revealed a high impact of the pandemic on Interlibrary Loan (ILL), circulation, acquisitions and instruction services, but a modest/minimal impact on reference services and visits to the library website. Recommendations include increased marketing efforts and outreach to the international student population and by extension to all students especially long-distance students or online-only students. The study also highlights the importance of open access, consortia, and Institutional repositories and the role they play in enhancing equitable access to information. The study encourages libraries to leverage new technologies that would improve services while also advocating for policies that would help bridge the digital divide. [ABSTRACT FROM AUTHOR]

Based at De Montfort University, Decolonising DMU is a strategic initiative working to create an anti-racist institution where all can achieve. Growing from DMU's Freedom to Achieve project Decolonising DMU extends anti-racist work across the structure and composition of the institution, moving away from a sole focus on the curriculum. The Library has played a core role within both of these projects working with staff and students to gain better representation in library collections, facilitating library work experience to enhance staff and professional diversity, working with academics to decolonise reading lists, enabling changes in pedagogical practice and to raise awareness of issues and the lived experience of people of colour. This ultimately leads to changes in practice to enable a better sense of belonging and visibility for students of colour which in turn leads to more successful engagement and student retention. The article provides examples of actions, challenges and ways forward, with specific reference to Library and Learning Services. Reflections on the complex and evolving nature of this work are made alongside the implications for the student and staff experience plus service and collection development. This work reinforces the critical importance and impact of the decolonising H E movement on academic libraries and student success. [ABSTRACT FROM AUTHOR]

The introduction of ChatGPT 3.5 in November 2022 ignited a sensation in the academic community, leaving many astounded by its capabilities. This new release more closely emulates human responses than its predecessors. Among its remarkable capabilities, it can answer questions, catalog items in MARC21, recommend reading lists, and make suggestions on a wide array of topics. To assess ChatGPT’s efficacy in aiding library users, the authors of this paper conducted an experiment comparing ChatGPT’s performance with that of librarians in answering reference questions. Thirty questions were randomly selected from the transaction log of the reference inquiries between June 1, 2023 to July 31, 2023 at the Rider University Libraries. These queries constituted 34% of the total user questions during this two-month period. The authors compared the answers by ChatGPT and those by reference librarians for their accuracy, relevance, and friendliness. The findings indicate that reference librarians markedly outperformed their robotic counterpart. An evident issue arises from ChatGPT’s deficiency in understanding local policies and practices. This consequently hinders its ability to provide satisfactory answers in those areas. OpenAI posits that ChatGPT’s proficiency can be enhanced through targeted fine-tuning using locally specific information. At the moment, ChatGPT remains a great tool for librarians. [ABSTRACT FROM AUTHOR]

Health sciences library public services underwent profound changes due to the COVID-19 pandemic. Circulation, reference services, instruction, interlibrary loan, and programming were all significantly affected. Libraries adapted by moving to virtual services, featuring online workshops, video consultations, and digital information sharing. Reference services moved to virtual consultations for a streamlined experience, and instruction transitioned to interactive video tutorials. Interlibrary loan services saw a decrease in print material lending but an increase in electronic subscriptions. Library programming shifted from in-person to virtual, focusing on wellness activities. This post-pandemic transformation underscores the importance of ongoing adaptation to meet changing user needs. [ABSTRACT FROM AUTHOR]

This study determines librarians' perceptions of Virtual Reference Services (VRS) in university libraries in Pakistan. Based on the census, data was collected from 29 head librarians of Lahore through a questionnaire. The results show that short messaging, instant messaging, and ask a librarian are prominent VRS. Time-saving, 24/7 service, reduced workload, and easy access are significant merits. Increased users' expectations, staff training, and special skills to answer users' queries are the key challenges. Librarians with higher qualifications have a positive opinion and fewer challenges to offering VRS. This service is likely to become necessary in academic libraries in Pakistan. [ABSTRACT FROM AUTHOR]

Even before the COVID-19 pandemic drove most users online, chat was establishing itself as a core service for asking library-related questions of many types, from basic directional and reference to research queries of a more sophisticated nature. This investigation seeks to provide insight into how academic libraries are seen not only as a source of library assistance, but also as a means of filling an information gap on a wider subject: the university campus at large. The study's methods involved analyzing chat transcripts from five large four-year public universities during a two-year period (2019–2021), noting the frequency of campus-related chat questions and coding the specific topics of those inquiries. The findings show that library reference services, particularly live virtual chat, are consistently valuable to the campus community and may be especially important to supporting less privileged student populations. [ABSTRACT FROM AUTHOR]

The Covid-19 pandemic profoundly affected the online presence of every institution as in-person interactions abruptly came to a halt. Libraries had to make both significant adjustments and minor tweaks to their websites to accommodate new remote work and scholarship modalities. In some cases, entire web pages, which would typically require weeks of planning, research, and testing before being launched, were hastily published. In this article, the author explores how web committees can make on-the-fly changes that continue to yield positive results beyond the unique circumstances of a once-in-a-lifetime pandemic. They argue that by encouraging the use of design thinking principles, administrators and web committees can effectively showcase remote library services to students, faculty, and staff. [ABSTRACT FROM AUTHOR]

This study examines through a systematic review, the reference services rendered in academic libraries using artificial intelligence (AI) and by collecting data through environmental scanning. The objective of this systematic literature review is to provide a synthesis of empirical studies exploring the application of artificial intelligence for reference services in academic libraries. Data were collected from Web of Science, Scopus, and LISA databases. Following the rigorous/established selection process, a total of thirty five articles were finally selected, reviewed and analyzed. Thirty five papers were identified, analyzed and summarized on the subject relating to the application of AI and the methods which are most often used. The findings demonstrate that university libraries in Canada and China are leading in the deployment of AI for reference services. The AI techniques used mostly in the scanned university libraries are self-directed learning and natural language processing techniques; while the challenges of using AI for reference services are the problem of quality intelligence, linguistic style, privacy, a threat to intellectual freedom, bias, and cost; inadequate experts, poor network, poor training and lack of innovation, and limited knowledge about the technology. The study indicates university libraries take into account implementing AI for reference services. [ABSTRACT FROM AUTHOR]

A library's website is the virtual front door for many of our users. Libraries offer online assistance in several ways, including a variety of options to request help. Live chat and email services are not new, but the recent development of chatbots provides opportunities to rethink and enhance online support. While some chatbots or virtual assistants generate automatic and custom responses to user input, this paper explores the implementation of a rules-based chatbot, where all responses have been input and configured by library staff. Details are provided to describe the process before, during, and after the initial implementation with data and observations from the pilot in mid-2023. [ABSTRACT FROM AUTHOR]

The present study aims to highlight the librarians’ perception pertaining to the implementation of Virtual Reference Service (VRS) in the Chandigarh Region Innovation and Knowledge Cluster Institutions (CRIKC). The study is based on a sample drawn from librarians of the CRIKC libraries. To assess and evaluate the librarians’ perception regarding the feasibility of VRS, a questionnaire was prepared and distributed among 19 library professionals of CRIKC libraries. The reason for choosing the questionnaire was to know the status of virtual reference service as well as librarians’ perception regarding the feasibility of VRS in CRIKC libraries. The findings suggest that the major challenge faced by librarians in providing VRS is the need for an additional budget for staffing, followed by an increased staff workload and a lack of staff training facilities. However, despite these challenges, the librarians perceive VRS to be highly effective in promoting the optimum use of the library’s collection and resources, improving staff efficiency, and promoting information literacy. From the users’ perspective, remote access to online assistance and faster access to information were found to be the most effective features of VRS. Additionally, personalized service, 24/7 availability, and the ability to save chat sessions for later use were also perceived as beneficial by most of the librarians. These results highlight the potential benefits of implementing web 2.0-enabled VRS in academic libraries, despite the challenges involved. It is essential to allocate a sufficient budget for staffing and provide staff training facilities to overcome the challenges faced in implementing VRS successfully. Furthermore, by improving user satisfaction and promoting information literacy, VRS can prove to be an effective tool for enhancing library services and resources. [ABSTRACT FROM AUTHOR]

This article details the genealogical services and outreach work undertaken at the Godfrey Memorial Library in Middletown, Connecticut. The Godfrey Memorial Library was founded in 1947 by A. Fremont Rider, avid genealogist, and retired head librarian at Wesleyan University. [ABSTRACT FROM AUTHOR]

The research aimed to explore the perspectives of students toward the utilization of ChatGPT, its potential benefits and disadvantages over traditional reference librarians. The study employed a descriptive survey research methodology and analyzed the data collected through descriptive and inferential statistics. Out of the 54 students at Adeleke University surveyed, they acknowledged the advantages of ChatGPT such as its convenience, user-friendliness, extensive knowledge base, and accessibility. However, they also pointed out its limitations including the inability to comprehend emotions, limitations in answering complex questions, potential for providing incorrect answers, and risk of outdated information. Despite these drawbacks, the students still expressed their intention to seek reference assistance from ChatGPT, as well as from librarians. The research suggests that library administration should embrace technology to ensure that students have convenient access to reference services. [ABSTRACT FROM AUTHOR]

This study aims to evaluate the virtual reference service (VRS) queries made by library users and to determine whether there are any differences in the types of queries made by them. 1,472 email threads of VRS received from users of Global Library, O. P. Jindal Global University, India, during 2022 were collected and analyzed. The study's findings reveal that the most frequently requested VRS queries are related to research articles, followed by database access and off-campus access issues. The authors suggest that libraries should prioritize providing training on accessing the online database and use chat, chatbot, and WhatsApp to provide virtual reference services to users. [ABSTRACT FROM AUTHOR]

Virtual reference services have become a staple in many libraries, but these services reached a new level of importance when in-person reference shut down in response to COVID-19. This descriptive study aims to discover how health sciences librarians utilized virtual reference services in response to the pandemic. A survey was developed and distributed to health sciences librarians. The survey addressed the status of virtual reference services before and during the COVID-19 pandemic as well as any changes that are seen as libraries reopen. Virtual reference shifted heavily to video conferencing during the pandemic both for librarians at home and those remaining onsite. [ABSTRACT FROM AUTHOR]

This column reports a simple test of ChatGPT with some library reference prompts and article writing prompts in February 2023, and compares the answers from traditional library chatbots with ChatGPT's. It also tries to call attention to possible lessons the library community may want to learn from previous transformative technology changes such as Google and Web 2.0. [ABSTRACT FROM AUTHOR]

This study compares health science librarian job postings in the MEDLIB-L listserv from 2018–2019 and 2021–2022 to assess whether there was an increase in remote or hybrid schedule arrangements listed in job advertisements after the pandemic's onset. Results indicated a notable increase in advertising remote/hybrid work arrangements rising from 1.2% of listings in 2018–2019 to 16% of listings in 2021–2022. Data from a 2022 survey of library directors, however, indicated that approximately 70% of respondents expressed confidence in the continuance of remote/hybrid work. Additionally, from a very limited sample size, salaries for remote/hybrid positions did not appear to be less than in-person postings. While current employees at many institutions may benefit from flexible scheduling, this study examines whether job postings, which are often the primary information available to applicants, included information about remote and hybrid work options. [ABSTRACT FROM AUTHOR]

Background: Colorado's age-adjusted fatal opioid overdose rate increased over 400% from 2000 to 2020. Public libraries are increasingly valuable community resources for accessing health-related information. We sought to evaluate the availability and types of opioid use disorder (OUD)-related resources offered through Colorado Public Library branches using secret shoppers to collect data. Methods: This was a cross sectional study of 197 Colorado Public Libraries in 2021. Anonymous auditors posed as library patrons asking a brief standardized script about availability of OUD-related resources over the phone. We conducted descriptive analyses of the libraries contacted, the response types of OUD resources provided, and information about naloxone availability. Outcomes were compared between urban/rural and libraries within/outside the Denver Public Library (DPL) system via means comparison tests. Results: Approximately 50% of libraries were classified as urban. Most (81%) of the libraries offered a valid OUD-resource, and over half (51%) provided a referral to a treatment center offering at least one medication for OUD. Over a third (36%) of librarians referenced the statewide naloxone standing order allowing patients to obtain naloxone from a pharmacy without prescription. One in ten libraries provided at least one invalid referral resource. Libraries within the DPL system referenced Colorado's naloxone standing order at higher rates than non-DPL libraries. Conclusions: Public libraries may benefit from the development of a standard for OUD-related resource training/education that can be distributed across the state to create a space for community members to obtain resources related to substance use. [ABSTRACT FROM AUTHOR]

Answering user questions quickly and effectively is necessary for the continued success of reference services yet it is not sufficient. What should the strategic goals of reference services be for the long-term? We explore two different strategies—the first focusing on community building and the second on student belongingness. We highlight possible themes to explore in this area including diversity, equity, inclusivity, and accessibility, alignment with campus goals, and developing new methods to assess efficacy. [ABSTRACT FROM AUTHOR]

The present study aims to highlight the users' awareness as well as opinion regarding virtual reference service (VRS) in respect to traditional reference service (TRS) and to throw light on critical dimensions which may provide new insight in the pre-implementation stage of VRS in Chandigarh Region Innovation and Knowledge Cluster (CRIKC) libraries. The study is based on a sample drawn from users of the CRIKC libraries. To assess and evaluate the users' perception about the feasibility of VRS, a structured interview schedule was prepared and conducted among 388 users of CRIKC libraries. The reason for choosing an interview schedule was to know the status of VRS as well as users' opinion regarding the service in greater depth. [ABSTRACT FROM AUTHOR]

Public and internal library chat policies serve to set expectations for library patrons, as well as the library professionals who provide chat reference. These policies, or their absence, shape how academic libraries train for and assess their chat services, as well as how they provide chat instruction. In a post-pandemic environment, academic librarians can expect increasing use of distance services including chat reference. This case study reviews the public chat policies of "Big 12" and Association of Research Libraries (ARL) libraries across 12 categories. It also reviews the chat transcripts of two subject librarians from August 2017 through May 2018 and again from March 2020 through December 2021, the latter coinciding with the height of the COVID-19 pandemic. This study provides a look at the purposes and efficacy of internal and public chat reference policies. [ABSTRACT FROM AUTHOR]

How do archivists who find themselves in dual librarian/archivist positions approach library instruction and reference services? This case study examines the instructional experiences of an archivist serving in an interim role as a liaison librarian to a public affairs college at a large, public university in the United States. Utilizing action research methodology to study and inform their instruction approach and philosophy, the archivist created an instructional model which incorporates archival principles and concepts into a landscape mapping exercise. Archivists can make material contributions to library instruction through their unique knowledge, skills, and perspectives. [ABSTRACT FROM AUTHOR]

"is facebook down" trended on Google on October 4, 2021, when Facebook became temporarily globally unavailable. Web users proactively seek information when they encounter issues online. System status dashboards are one way libraries can leverage this behavior to share changes to resources or services and improve transparency, reference services, and the user experience. The University at Albany Libraries Discovery Services Librarian and User Experience Librarian implemented Springshare's System Status Management tool to share system statuses with library staff and the campus community. The institutional context, implementation, and impact are described in this article. The authors reviewed Association of Research Libraries members' library websites to investigate if and how system statuses are being used to communicate with patrons. Results indicate that the majority of libraries reviewed do not employ a dedicated system status dashboard to share information with their constituents, but may use other types of alerts instead. [ABSTRACT FROM AUTHOR]

As academic institutions nationwide experience higher online enrollment rates, virtual research consultations present online students with an opportunity to connect meaningfully in a personal interaction with a librarian and receive direct instruction. As libraries transition this staple of information literacy instruction from an in-person to an online offering, analysis of impact in the online environment is key. Little is known about the impact of this service on student outcomes, such as program completion. The purpose of this study was to investigate the impact of participation in a research consultation on program completion among doctoral students working on their dissertation at an online university. A quantitative methodology and causal-comparative design were employed. Findings showed that, although they had a significantly higher GPA in their dissertation courses than a matched sample, students who participated in a research consultation were not significantly more likely to complete their program. This finding is significant, as it suggests that library research consultations should not be viewed as retention/completion initiatives. Instead, given the higher GPAs of students who participated in a research consultation, they might more appropriately be considered as initiatives that can enhance learning, especially in relation to information literacy. [ABSTRACT FROM AUTHOR]

The authors designed and distributed two surveys to answer the questions of whether the 2020 federal response to the COVID-19 pandemic affected academic librarians' trust in government information, and whether it affected the way they use government information professionally. The results showed a limited decrease in trust in 2020, somewhat mitigated by the administration turnover in 2021. Many librarians already discussed considerations such as bias, authority, and disinformation when recommending government information to students, and others indicated they are more likely to do so going forward. They will also use or suggest more caution with government documents than before. Reference interactions do not always allow the necessary time and space for a nuanced conversation about the limits of government information, so libraries and academic institutions should look for other ways to improve student political literacy as well. [ABSTRACT FROM AUTHOR]

Integrated reference systems, such as SpringShare's LibAnswers, operate on a single, easy-to-use platform for providing virtual reference services and recording transactions. This article discusses the evidence-based decision-making carried out by librarians at Auburn University's main library and a branch library when deciding which aspects of the LibAnswers platform to incorporate at the two separate locations. Evaluating, selecting, and implementing appropriate components of LibAnswers resulted in complementary but separate systems that met the needs of both patrons and staff. This article adds to the body of literature on integrated reference systems by expanding the focus to include a branch library and its unique considerations and reasons for implementing LibAnswers. [ABSTRACT FROM PUBLISHER]

The websites featured in this column provide free access to data sets or a way to find them, as well as how to upload one's own data sets. They include search engines specifically designed to find and retrieve open data sets, open data repositories, and organizations that provide ready access to their own data sets. [ABSTRACT FROM AUTHOR]

Libraries that implement trigger-initiated proactive chat reference services see substantial increases in the number and complexity of reference transactions. However, it is not clear if this growth is a result of something inherent to proactivity, or other factors such as increased awareness of the service. To investigate this, we compare usage during periods with and without proactivity in databases in which our chat reference service is established. Steep and immediate increases when proactivity is enabled and sharp declines when it is disabled suggests that proactivity itself is driving the changes. We recommend human computer interaction (HCI) and user experience (UX) approaches to further understand chat reference service. [ABSTRACT FROM AUTHOR]

The pandemic affected all aspects of daily life, including how library reference services are provided. This case study reviews and analyzes the sudden changes in the training and responsibilities of student research consultants (SRCs) who had to switch from in-person to online reference services. The university library at Cal State LA uses a peer-research model with SRCs providing the first tier of reference interactions. In this study, we examined the number and the duration of reference transactions, the READ Scale distribution, usage of reference services, and the ratings of the reference service during the pre-COVID and COVID periods. In fall 2020, study results showed an overall decline of reference interactions with changes in duration, READ Scale distribution, and researcher type. We hope other libraries can learn from our experiences. [ABSTRACT FROM AUTHOR]

The objective of this paper is to propose a conceptual model of a virtual reference service (VRS) time estimation system that can estimate and display the time required to complete a transaction. The system will start estimating the duration before initiation of a transaction and update the estimated duration with the changing complexity of the transaction. Literature on industrial time estimation techniques and artificial-intelligence based VRS programs are reviewed to identify the gap. Four flowcharts are constructed with the aid of machine learning techniques like random forest regression and speech recognition, and natural language processing techniques like intent and entity recognition, and weighting. The pre-estimating, estimating, and post-estimating stages of the system are vividly explained with an example to enlighten the time-estimation process. The limitation of the paper is that the system is not practically developed and tested. However, developing such a system will help in transparent and unbiased transaction time estimation and assist the library professionals to manage queue time and maintain consistent timeliness. The estimated time may be used as a benchmark for evaluating different aspects of VRS. Providing quality service within the estimated time may increase the reliability and loyalty of the patrons toward the library professionals. [ABSTRACT FROM AUTHOR]

Special collections and archives workers have unique experiences in providing service to their patron base while also working to overcome disruption and physical displacement. The disruption may take the form of a major renovation, a closure due to natural disaster, being forced out of a library space, budget cuts, or other operational issues. This article captures the experiences of twenty-eight staff members providing access services to their subset of users, in the form of interviews, in order to reflect upon how our profession connects with, provides services to, and places value on the relationships we cultivate with the public. We sought to gain insight from those who have experienced disruptions to their services in the past in order to apply this knowledge to the pandemic situation of 2020 and 2021, as well as those experiencing major disruptions in the future. The interview responses are a general representation of what staff may endure when embarking on a project that is a major disruption to service delivery. The experiences of the participants revealed a cyclical interconnectedness between the themes, indicating the complex nature of work involving human beings. The responses provide tangible recommendations to those planning for, beginning, or experiencing a disruption. [ABSTRACT FROM AUTHOR]

This article focuses on providing virtual reference services at the MCPHS University Libraries as a response to the physical space closing due to the COVID-19 pandemic. The study emphasizes the importance of interdepartmental collaboration between all library staff members, and highlights important enhancements implemented to successfully meet the growing demand for live chat services and research consultations. Enhancements include expanding online chat hours, offering individualized virtual reference sessions, and integrating Zoom functionality into LibAnswers platform. Extensive data findings allowed for critical decision-making about eliminating the reference desk on one of the campuses, training student workers, and scheduling library staff for virtual services. [ABSTRACT FROM AUTHOR]

A national survey of academic librarians was conducted to examine relationships among reference service staffing changes, reference service innovations, adoption of reference technology, library type and size, and service quality. Analysis of the 606 response sets reveals trends toward reduced use of librarians and increased use of student staff at in-person service points, widespread increases in appointment-based and self-service reference, intensive efforts to reduce demand for reference by improving library instruction, and general improvements in reference service quality. Factors strongly associated with decreases or increases in quality are discussed in detail and implications for reference managers are provided. [ABSTRACT FROM AUTHOR]

The advent of information and communication technology has brought about sweeping changes in the way library and information services including reference services are being delivered. The focus now is to meet information users at their point of need. Digital reference service (DRS) is being embraced by libraries globally. However, providing DRS requires a combination of facilities, policies, and human resources. This study therefore examines the readiness for DRS in selected libraries in Ibadan. The research design employed for this study is the descriptive survey design. The sample for this study includes 45 librarians from 15 selected libraries in Ibadan. The instrument used was a questionnaire. The data were analyzed using simple frequency distribution and percentage on Statistical Package for the Social Sciences (SPSS). The finding of the study revealed that, despite being open to the idea, most libraries in Ibadan have not key-in into DRS s due to various factors ranging from inadequate facilities to lack of skilled personnel. [ABSTRACT FROM AUTHOR]

After a full year of providing fully remote library reference due to the COVID-19 pandemic campus closures, this exploratory study looks at reference practices of libraries, and librarian response to those practices, at a large, urban, public university. This article focuses on the impact COVID-19 had on reference services themselves, as well as the perceptions of those who provide them. [ABSTRACT FROM AUTHOR]

The article presents the discussion on basic data literacy skills defined as data collection, calculation, analysis and interpretation, and communication correlating with the ability for assessing library performance and the MTAM being a useful assessment tool.

The websites reviewed in this column provide various tools and methods for computational text analysis, text mining, and information presentation and visualization. Some sites provide a text corpus that scholars can use for analysis, while others provide the tools for scholars to work with their own text or data. [ABSTRACT FROM AUTHOR]

This concurrent session shared Albertsons Library's experience with hosting an Access Services librarian's sabbatical in Acquisitions and Collections. Original goals of the sabbatical were for the librarian to understand the framework for how the work of acquisitions is structured and executed; and understand the e-resource lifecycle to bring back critical skills to inform better service desk training. Though Access Services maintains the physical collection, and helps patrons navigate the digital collections through information and reference desks, staff in the area traditionally were not exposed to e-resource workflows, and the mechanics of how items are purchased, tracked and categorized. During the five-month long sabbatical, the librarian learned about the responsibilities of the unit and sub-groups that included ordering, receiving, serials, gifts, resource sharing, copy cataloging, budgeting, licensing, and electronic resources. This session discussed the value and benefits of using a sabbatical period to expose traditional public services staff to technical services, to deepen knowledge, and to support the institution. [ABSTRACT FROM AUTHOR]

Cataloging practices, as exemplified by the five user tasks of the IFLA Library Reference Model, can support information literacy practices. The six frames of the Framework for Information Literacy for Higher Education are used as lenses to examine the user tasks. Two themes emerge from this examination: context matters, and catalogers must tailor bibliographic descriptions to meet users' expectations and information needs. Catalogers need to solicit feedback from various user communities to reform cataloging practices to remain current and viable. Such conversations will enrich the catalog and enhance (reclaim?) its position as a primary tool for research and learning. Supplemental data for this article is available online at https://doi.org/10.1080/01639374.2021.1939828. [ABSTRACT FROM AUTHOR]

Libraries in Nigeria are increasingly affected by alternative sources of information that provide stiff competition to library reference services. Reference librarians need to adopt a bring your own device (BYOD) strategy to remain relevant. The article explores the practical application of BYOD principles and strategies to the mobility of library reference services in Nigeria. It explores mobile phones' role in Nigerian libraries, identifies likely challenges in implementing BYOD strategies, and makes recommendations. Reference librarians in Nigeria can adopt BYOD strategies to guarantee the survival and continuous growth of libraries. [ABSTRACT FROM AUTHOR]

Between 2018 and 2019, the librarians at the Strauss Health Sciences Library improved the efficiency and reach of their reference service by implementing four small-scale changes. These changes included revising the method of collecting statistics, creating FAQs, utilizing an appointment scheduler, and launching proactive chat. This case study will provide the background and research to support these changes, details on how the changes were implemented using Springshare tools, as well as the results and implications. Finally, the librarians will share their lessons learned along with recommendations for institutions interested in adopting similar changes. [ABSTRACT FROM AUTHOR]

The article presents discussion regarding reference services in special libraries, highlighting their particular needs and issues in the 21st century. Topics addressed include different operational models seen within contemporary special libraries, such as learning centers and embedded librarians; core skills needed by reference librarians in special libraries, such as research interviewing; and issues surrounding service visibility within larger host organizations.

Much has been written about the competencies that reference providers must exhibit to be successful at their positions given today's technology-rich, information environment. Many have proclaimed new mandatory technological and attitudinal qualities for librarians, while others have interviewed future, practicing, and hiring librarians for their perspectives on this topic. This study adds to the existing literature by examining a dataset of 9,683 recorded reference transactions collected during the fall 2012 semester in an urban, academic/public library. This dataset provides a very current look at the requisite knowledge, skills, and abilities that reference providers need to be successful at this library. [ABSTRACT FROM AUTHOR]

Cataloging principles and objectives guide the formation of cataloging rules governing the organization of information within the library catalog, as well as the function of the catalog itself. Changes in technologies wrought by the internet and the web have been the driving forces behind shifting cataloging practice and reconfigurations of cataloging rules. Modern cataloging principles and objectives started in 1841 with the creation of Panizzi's 91 Rules for the British Museum and gained momentum with Charles Cutter's Rules for Descriptive Cataloging (1904). The first Statement of International Cataloguing Principles (ICP) was adopted in 1961, holding their place through such codifications as AACR and AACR2 in the 1970s and 1980s. Revisions accelerated starting in 2003 with the three original FR models. The Library Reference Model (LRM) in 2017 acted as a catalyst for the evolution of principles and objectives culminating in the creation of Resource Description and Access (RDA) in 2013. [ABSTRACT FROM AUTHOR]

Integrating resources are distinct in that they change over time in such a way that their previous content is replaced with updated content. This study examines how integrating resources can be modeled using the entities and relationships of the IFLA Library Reference Model (LRM) and clarifies how they can be identified. While monographs have been extensively analyzed, integrating resources have received very little attention. Applying the model unmodified to integrating resources is neither practical nor theoretically sound. With the addition of two proposed relationships, the model can be extended to accommodate the diachronic relationship intrinsic between expressions and manifestations exhibited by integrating resources. [ABSTRACT FROM AUTHOR]

Libraries should begin to revise service policies to include cultural competency approaches to ensure they provide students a reliably inclusive experience with our services. Many non-LIS disciplines have established easy to borrow practices that libraries can adapt for these purposes. Revision of policies is not enough, however, and inclusive pedagogical practices provide an essential way for librarians and library staff at service desks to enact these cultural competency standards and practices in ways that directly impact a student's experience with the library. In order to fully realize this shift, reference assessment practices also need to center the student perception of service as a primary measure to inform future service design and delivery. By focusing on the enactment of policies through pedagogy rather than adoption through standards, libraries can fully commit to creating inclusive spaces and services. [ABSTRACT FROM AUTHOR]

This article explores one law library organization's attempts to educate patrons on the law librarian's role through service, outreach, and the ideal of access to justice. [ABSTRACT FROM AUTHOR]

In response to the COVID-19 pandemic and the subsequent Stay At Home order, the Southern Illinois University Medical Library utilized new technologies and implemented new virtual service models in order to improve internal communication, and to continue providing services and resources to patrons remotely. The changes happened quickly, and the librarians faced several challenges during this time, but things went smoothly overall and there were some considerable silver linings. Several of the newly adopted technologies, service models, and virtual resource offerings proved to be extremely effective and their use will continue beyond the duration of the pandemic. [ABSTRACT FROM AUTHOR]