Academic libraries are increasingly asked to articulate connections between the work of library staff and student success. This article discusses how a team of librarians participating in CARLI Counts, an immersive professional development program funded by a Laura Bush 21st Century Librarian Grant through the Institute of Museum and Library…

This paper presents the results of a survey completed by academic librarians at United States colleges and universities identified on the ThinkCollege.net website, a project of the Institute for Community Inclusion at the University of Massachusetts Boston funded by grants from the Office of Postsecondary Education, US Department of Education. The…

This article reports on the third phase of a project studying the integration of information behavior theories and concepts into professional education for reference and information service (RIS). It also provides a synthesis of the results of all studies in the project, including a syllabus study, an interview study, and the survey. Results of…

This paper will examine the findings of a survey on the job roles and responsibilities of Education librarians (academic librarians with liaison responsibilities for the field of Education). Existing literature on Education librarianship has focused on particular facets of the job role, including the unique instructional needs of Education…

The purpose of this qualitative research study was to illustrate the experiences of transfer students interacting with community college librarians for instruction and research assistance. This research study was guided by one research question: (RQ1) How do transfer students at community colleges who frequently meet with their community college…

This descriptive study analyzes results from an 18-item survey that assessed students' usage and perceptions of library reference services at a comprehensive public metropolitan university. Among 235 surveys completed between November 2016 and January 2017, the majority of respondents represented the "Generation Z" population of college…

The study analyzes how chat reference providers refer patrons to subject specialists in 467 interactions from two years at a university library. Qualitative analysis showed variation in how referrals are presented: as an option versus a recommendation, putting follow-up in the hands of patrons versus librarians, and apologizing versus promoting…

This article describes the pilot year of a new model for information literacy instruction in first-year composition classes at the University of New Mexico. The flipped classroom model, the Association of College and Research Libraries "Framework for Information Literacy in Higher Education," and challenges to library staffing sparked…

Sometimes users need to be asked if they need help. This is difficult with online users, because in-person cues cannot be used to engage when the users need assistance. Proactive chat widgets help to solve this problem as the chat box slides out onto the screen and prompts the user for help. The need for the proactive chat widget was also seen as…

As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program.…

Student employees fulfill an essential role at all academic libraries, but budget and staffing cuts have made student work even more imperative at small, public institutions. This article examines a reference service redesign at Adams State University through the lens of the student circulation employees. Student employee feedback was directly…

Zines have begun to gain a place in higher education as pedagogical tools studied or made by students, and many academic libraries maintain zine collections. The library literature reveals little about how nonlibrarian faculty use zines in their classrooms. This paper describes the results of a survey of faculty from a range of academic…

In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun in earnest and is in progress. Preliminary results…

Library quality is no longer evaluated solely on the value of its collections, as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information…

Two research questions guided this study: (1) Is there a gap in customer service quality perception between librarians (service providers) and patrons (service beneficiaries)?; and (2) How do patrons perceive the relational service qualities of librarians who staff the reference desk? Quantitative results based on a Likert scale survey showed no…