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| Main Authors: | , |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2012
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ993555 |
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| _version_ | 1867180871249821696 |
|---|---|
| author | Ward, David Phetteplace, Eric |
| author_facet | Ward, David Phetteplace, Eric Ward, David Phetteplace, Eric |
| collection | Education Resources Information Center |
| contents | Staffing by Design: A Methodology for Staffing Reference Ward, David Phetteplace, Eric Library Services Reference Services Library Research Library Administration Library Personnel Staff Utilization Information Needs User Needs (Information) Job Simplification Computer Mediated Communication Online Systems The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in-person and virtual reference services desks adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in-person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type. (Contains 5 figures and 6 tables.) |
| format | Recurso educativo Open Access |
| id | eric_EJ993555 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2012 |
| record_format | eric |
| spellingShingle | Staffing by Design: A Methodology for Staffing Reference Ward, David Phetteplace, Eric Library Services Reference Services Library Research Library Administration Library Personnel Staff Utilization Information Needs User Needs (Information) Job Simplification Computer Mediated Communication Online Systems Staffing by Design: A Methodology for Staffing Reference Ward, David Phetteplace, Eric Library Services Reference Services Library Research Library Administration Library Personnel Staff Utilization Information Needs User Needs (Information) Job Simplification Computer Mediated Communication Online Systems The growth in number and kind of online reference services has resulted in both new users consulting library research services as well as new patterns of service use. Staffing in-person and virtual reference services desks adequately requires a systematic analysis of patterns of use across service points in order to successfully meet fluctuating patron needs. This article examines an assessment methodology for examining patron use of in-person and virtual reference services, and designing variable staffing models which balance the observed needs of each mode of communication and patron type. (Contains 5 figures and 6 tables.) |
| title | Staffing by Design: A Methodology for Staffing Reference |
| topic | Library Services Reference Services Library Research Library Administration Library Personnel Staff Utilization Information Needs User Needs (Information) Job Simplification Computer Mediated Communication Online Systems |
| url | https://eric.ed.gov/?id=EJ993555 |