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Remote Library Users: Needs and Expectations
Abstract and Figures
LIBRARIES OF ALL TYPES ARE PROVIDING an increasing number of resources that users can access from remote sites. Academic libraries, in particular, are becoming partners in their parent institutions' distance learning programs. As a result, library staff now work with remote users (both students and faculty) with their own unique characteristics, needs, and expectations. To promote user satisfaction, library staff need to better understand users and their needs as well as enable users to meet those needs. This article provides a particular focus on remote users in an academic environment.
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... Because of these developments, Jill S. Markgraf (2005) argues students must be proficient with emerging technologies in order to succeed; however, many students lack these skills. Cooper et al (1998) believe there are vast differences between on-campus remote users and distance education students who live away from campus. The authors' state on-campus remote users are usually motivated, proficient with library research and technology, and are familiar with electronic resources; however, distance education students are often older. ...
... The authors' state on-campus remote users are usually motivated, proficient with library research and technology, and are familiar with electronic resources; however, distance education students are often older. Many have little familiarity with electronic resources or have limited technical knowledge (Cooper et al, 1998). This shift in technology provides the means for distance learning students to take classes, but also causes great challenges for them, especially if they are not members of the "technologically savvy" Millennial generation. ...
... A lot of literature has been published on the topic representing its importance. Cooper et al. (1998) explored needs and expectations of remote library users and find that employees of academic libraries now work with remote users (both students and faculty) with unique features, needs, and expectations of their own. Library personnel need to better understand users and their needs in order to facilitate user satisfaction and retention, as well as encourage users to meet those needs. ...
The study purpose is to assess the current status of customer relationship management (CRM) activities (customer satisfaction activities and communications strategies & practices) in academic libraries in Pakistan and also focused on CRM activities that correlate with universities' demographic variables (types, locations, and category). This study adopted a correlational research design with a survey method based on quantitative data collection. A structured questionnaire was distributed among all head/in-charge librarians of universities/DAIs in Pakistan. This study found that majority of the customer satisfaction activities were in the “planning” stage while few activities were “currently doing” by the libraries. Similarly, the majority of communication strategies and practices were “currently in practice” by the academic libraries.The overall mean of customer satisfaction activities were not correlated with types, locations, and categories of academic libraries in Pakistan but few facets were found significant. Furthermore, communication strategies and practices have no statistically significant mean variation with university demographic variables (types, locations, and categories) except for a few statements. This study is a helpful and positive approach for academic libraries, especially those engaged in customer relationship management execution. These findings will boost customer pleasure, loyalty, and positive image of the library. The findings will also make a substantial contribution to current knowledge and serve as a source for library professionals in establishing customer-friendly and customer-centered approaches in Pakistani academic libraries.
... Further whakawhanaungatanga (constructing relationships) between the teacher and student, and resources can be facilitated via the relationship building between a librarian. The role of the librarian in supporting online teaching and learning environments needs to adapt, and the librarian needs to become a more active member of the teaching and learning process and less the provider of information (Cooper, Dempsey, Menon, & Millson-Martula, 1998). Thus, if the role of the librarian needs to change, attention to the importance of interpersonal relationships between students, teachers and librarians is required. ...
Tertiary institutions in Aotearoa (New Zealand) offer students online teaching and
learning papers across a variety of disciplines. The purpose of this research was to
examine whether online teaching and learning environments in a tertiary institute
provide opportunities to create conditions that promote te ao Māori (a Māori world
view) aspirations for Māori scholars. Following a critical review of selected
literature on how technologies and its pedagogical implications can realise cultural,
educational, political and social aspirations in an online environment (see Chapter
2), the ethical practices according to Kaupapa Māori theory methodology,
whakawhanaungatanga and spiral discourse is outlined (see Chapter 3). These
practices together with spiral discourse and conversation analysis, were used to
analyse the factors that facilitated or hindered optimal conditions that promoted
teacher and student aspirations in the online environment (see Chapter 4). That
analysis, conducted in relation to a number of focus points, revealed that when
Māori practices of tikanga and ako pedagogy were applied in this realm, Māori
scholars experienced the fulfilment of personal aspirations. Participants also
experienced positive outcomes when whanaungatanga, the creation of
interrelationships relationships between Māori students and teachers, whānau,
friends, colleagues, was a focus together with good support facilities and services,
and quality resources. This research supports the conclusion that online teaching
and learning environments in a tertiary institute can provide opportunities to create
conditions that promote te ao Māori aspirations for Māori scholars. Further
investigations are needed to unravel the types and nature of the interrelationships
between ako Māori pedagogies and the student and teacher, and whanaungatanga
between students and other students that facilitate conditions that promoted Māori
aspirations in an online environment.
... The assessment of the library should be done in time to time by their users (Ababio et al., 2012). It is observed that user satisfaction characterizes the degree to which a library meets the needs and expectations of its' users (Cooper & Dempsey, 1998). Moreover, in academic libraries, user satisfaction is commonly assessed by a library user satisfaction survey (Hiller, 2001). ...
Higher education institutions (HEIs) are utilizing a user satisfaction survey to assess user satisfaction and reveal the strengths and weaknesses of their libraries. This feedback aids their policymakers to improve the quality of library resources and services offered. However, no studies have been conducted using a Six Sigma approach to assess the medical students’ satisfaction towards the library resources and services offered in the Saudi Arabian context. As an attempt, this study evaluated the medical students’ satisfaction towards the library resources and services offered at the selected Saudi universities using a Six Sigma approach. A total of 1000 medical students were randomly selected from four Saudi universities (i.e., 250 students of each). Those medical students were administered with a Library user satisfaction survey (LUSS), and 799 completed surveys were received. The survey consisted of 21 items, and the response for each item was rated using a 5-point Likert scale. Further, the sigma rating was calculated based on the non-conformance level using the Six Sigma analytical tool, namely the "Poisson distribution model”. The results showed that the sigma rating for the medical students’ satisfaction towards the library resources and services was observed between 2σ to 3σ. Based on the modified Six sigma performance scale, the library resources and services provided to those medical students are “adaptable” and are just sufficient to accomplish the learning resources requirements without hindering performance. This study recommended appropriate strategies to improve the medical students’ satisfaction towards the library resources and services offered at Saudi universities.
In this digital era, academic libraries are already facing their greatest challenges and difficulties with multiple communication channels. For more than a decade, academic libraries have been under the pressure to change their way of operation and management due to constraints of budget and the appearance of online resources. These situations cause the libraries to value their development of resources and the application of library marketing to better service. How to retain and increase users through the enhancement of service becomes a great concern of library managers/ librarians. Customer Relationship Management (CRM) is not a tactical or functional approach but a key strategic process. A comprehensive CRM is highlighted with its pillars, characteristics, basic principles, initiatives in libraries, library service, significance, model and 4S, and user satisfaction through evaluating academic libraries in this study.
I will lend a pre-print of chapters upon request for researchers who are unable to afford a copy (students, researchers from the Global South), if you send me an email at blund2@g.emporia.edu.
Emerging technologies create new concerns about information privacy within library and information organizations, and many information professionals lack guidance on how to navigate the ethical crises that emerge when information privacy and library policy clash. What should we do when a patron leaves something behind? How do we justify filtering internet access while respecting accessibility and privacy? How do we balance new technologies that provide anonymity with the library's need to prevent the illegal use of their facilities?
Library Patrons' Privacy presents clear, conversational, evidence-based guidance on how to navigate these ethical questions in information privacy. Ideas from professional organizations, government entities, scholarly publications, and personal experiences are synthesized into an approachable guide for librarians at all stages of their career. This guide, designed by three experienced LIS scholars and professionals, is a quick and enjoyable read that students and professionals of all levels of technical knowledge and skill will find useful and applicable to their libraries.
Information Technology and Communication
Technology by Scientists, Students, Research Scholars, Faculty
members and Library professionals using Digital Libraries
increases the working efficiency in digital form, which directly
results in increased scientific Productivity. The Internet or
World Wide Web or E-learning also provides facility for access
to scientific information. It also provides access to data sources.
The Internet also provides access to many of the on-line
journals and full-text articles, which directly motivates the
Scientists, Students, Research Scholars, Faculty members and
Library professionals to go for collaborative researches and
thus increase productivity. The present study focused on
the using of DLs by Students, Research Scholars and Faculty
Members of Library Science as well as Library Professionals of
the Open & Distance Education institutions in India. Attempts
have been made to know the Information requirements of the
Students, Research Scholars and Faculty members of Library
Science as well as Library Professionals. The main focus of the
the present study is to identify the needs and requirements
Students, Research scholars in general and DL facilities for
distance learners in particular. The DLs are not established in all universities particularly in distance educational institutions
in India; several institutions are in the processes. In this
circumstance the present study confined to Role of DL in Open
and Distance learning.
Information Technology and Communication Technology by Scientists, Students, Research Scholars, Faculty members and Library professionals using Digital Libraries increase the working efficiency in digital form, which directly results in increased scientific Productivity. The Internet or World Wide Web or E-learning also provides facility for access to scientific information. It also provides access to data sources. The Internet also provides access to many of the on-line journals and full-text articles, which directly motivates the Scientists, Students, Research Scholars, Faculty members and Library professionals to go for collaborative researches and thus increase the productivity. The present study focused on the using of DLs by Students, Research Scholars and Faculty
Members of Library Science as well as Library Professionals of the Open & Distance Education institutions in India. Attempts have been made to know the Information requirements of the Students, Research Scholars and Faculty members of Library
Science as well as Library Professionals. The main focus of the present study is to identify the needs and requirements Students, Research scholars in general and DL facilities for distance learners in particular. The DLs are not established in all universities particularly in distance education institutions in India; several institutions are in the processes. In this circumstance the present study confined to Role of DL in Open and Distance learning.
The attitude of librarians in Nigerian university libraries has the potential to encourage or discourage digital libraries in e-learning. This paper addresses and discusses the attitudes of librarians towards digital library in e-learning, the imperativeness of training and knowledge for effective functionality of digital libraries in Nigerian universities. The paper uses the descriptive survey method to explore the attitudes of librarians towards digital libraries, advantages of digital libraries, and the types of e-learning that can be supported by digital libraries. It was discovered that training and knowledge are sine qua non of a positive attitude towards digital libraries in e-learning. And there was a high interest in the use of online information by researchers and learners but lack of awareness and how best to integrate e-learning resources into digital libraries pose a great challenge to the librarians in Nigerian universities.
Five forces - empowerment, restructuring, information, globalization, a pid change - will alter industrial leaders ' roles in the 21st century.
This is a report on a survey undertaken in 1990 of external students enrolled at the South Australian College of Advanced Education and resident in Whyalla. Results showed that the external students accessed other libraries to a greater extent than their own institution's library. Students who used libraries tended to use the whole range of libraries in Whyalla. The results of the survey highlight the importance of cooperation between libraries in supporting external students, especially in remote areas.
The Electron. Text Ctr. at the Univ. of Virginia Combines an Online Archive of Thousands of SGML-encoded Electron. Texts, All Available Through A Single Piece of Search Software, with A Lib.-based Ctr. Housing Hardware and Software Suitable for the Creation and Anal. of Text. Through Ongoing Train. Sessions and Support of Individual Teach. and Res. Projects, the Ctr. is Bldg. A Diverse and Expanding User Comm. Locally, and Providing A Potential Model for Similar Entpr. at Other Institutions.