scholarly journals Taking a Page from Retail: Secret Shopping for Academic Libraries

2016 ◽  
Vol 11 (1) ◽  
pp. 40 ◽  
Author(s):  
Kathryn Crowe ◽  
Agnes Kathy Bradshaw
Keyword(s):  
North Carolina ◽  
Customer Service ◽  
Public Services ◽  
Hospitality Management ◽  
University Libraries ◽  
Student Employees ◽  
Mystery Shopper ◽  
The University ◽  
Service Standards ◽  
Rating Sheet

Abstract Objective – The University Libraries at the University of North Carolina at Greensboro (UNCG) sought to gain feedback on the customer service experience beyond satisfaction surveys. After reviewing a variety of methods, it was determined to conduct a mystery or secret shopper exercise, a standard practice in the retail and hospitality world. Methods – Two mystery shopper assessments were conducted in 2010 and 2012. Students were recruited from a Hospitality Management class to serve as the secret shoppers. “Shoppers” completed a rating sheet for each encounter based on customer service values established by the Libraries. Data was analyzed and presented to staff. Results - Initial findings were generally quite positive but indicated that we could improve “going the extra mile” and “confirming satisfaction.” As a result, we developed training sessions for public services staff which were delivered during summer 2011. A LibGuide that included training videos was created for public services student employees who were required to view the videos and provide comments. In addition, we developed more specific public service standards for procedures such as answering the telephone, confirming satisfaction, and referring patrons to other offices. The Secret Shopper assessment was administered again in spring 2012 to see if scores improved. The results in the second study indicated improvement. Conclusions - The mystery shopper exercises provided the UNCG University Libraries with the opportunity to examine our services and customer service goals more closely. Conducting the mystery shopper study identified several areas to address. We realized we needed more clearly defined standards for staff to follow. We saw that we needed to discuss what “going the extra mile” means to us as an organization. We also needed to develop a scalable training method for student employees.

scholarly journals Plan S Point–Counterpoint: Discussing the Plan Together

2019 ◽  
Author(s):  
Rick Anderson ◽  
Micah Vandegrift
Keyword(s):  
North Carolina ◽  
North American ◽  
Scholarly Communication ◽  
State University ◽  
University Libraries ◽  
North Carolina State University ◽  
University Of Utah ◽  
Associate Dean ◽  
The University

At the ISMTE 2019 North American Meeting, Rick Anderson, Associate Dean for Collections & Scholarly Communication at the J. Willard Marriott Library at the University of Utah and Micah Vandegrift, Open Knowledge Librarian at North Carolina State University Libraries, discussed their different opinions regarding some of the finer points of Plan S. They prepared responses for 10 questions for the meeting but were only able to respond to some of them in person. The following is the full Q&A that they prepared for the meeting, with references added.

scholarly journals Collaboration for a 21st Century Archives: Connecting University Archives with the Library’s Information Technology Professionals

2013 ◽  
Vol 5 (3) ◽  
pp. 189-196
Author(s):  
Erin Lawrimore
Keyword(s):  
Information Technology ◽  
North Carolina ◽  
21St Century ◽  
Communication Technologies ◽  
Information Technology Professionals ◽  
University Libraries ◽  
University Archives ◽  
Information Technologists ◽  
The University ◽  
Successful Collaboration

As communication technologies change, so do the records being produced and acquired by the archival repositories tasked with documenting society. This article, written from the perspective of a University Archivist, discusses the need for collaboration between archivists and information technology professionals in a university library in order to manage the university’s born-digital archival records. Using specific examples of collaborative projects of University Archives and the Electronic Resources and Information Technology (ERIT) department in the University Libraries of The University of North Carolina at Greensboro, the article makes specific recommendations for overcoming challenges related to professional jargon and work practices shared by archivists and information technologists to produce a successful collaboration.

scholarly journals ACRL candidates for 2021: A look at who’s running

2021 ◽  
Vol 82 (1) ◽  
pp. 26
Author(s):  
Association Of College and Research Libraries
Keyword(s):  
Social Sciences ◽  
North Carolina ◽  
University Of Kansas ◽  
University Libraries ◽  
Indiana University ◽  
Associate Dean ◽  
Duke University ◽  
Upper Level ◽  
The University ◽  
Instructional Services

Emily Daly is the head of assessment and user experience at Duke University Libraries, a position she has held since 2013. Prior to this, Daly served at Duke University Libraries as interim head of instruction and outreach (2012) and coordinator of upper-level instruction (2006–12). She also served as media coordinator at Southern High School in Durham, North Carolina (2005–06).Erin L. Ellis is the associate dean of research and learning services at Indiana University, a position she has held since 2018. Prior to this, Ellis held various positions at the University of Kansas, including associate dean of research and learning (2013–18), head of instructional services (2009–13), and social sciences librarian (2005–09).

Supervision: Supervision and Clinical Practicum in Telepractice

2011 ◽  
Vol 21 (1) ◽  
pp. 30-34 ◽  
Author(s):  
Sena Crutchley
Keyword(s):  
North Carolina ◽  
Pilot Project ◽  
First Year ◽  
University Of North Carolina ◽  
Speech Language Pathology ◽  
Support Personnel ◽  
Clinical Practicum ◽  
Training Support ◽  
Language Pathology ◽  
The University

This article describes how a telepractice pilot project was used as a vehicle to train first-year graduate clinicians in speech-language pathology. To date, six graduate clinicians have been trained in the delivery of telepractice at The University of North Carolina at Greensboro. Components of telepractice training are described and the benefits and limitations of telepractice as part of clinical practicum are discussed. In addition, aspects of training support personnel involved in telepractice are outlined.

ROLE OF LIBRARIANS IN TEACHING INFORMATION LITERACY IN ZIMBABWEAN AND SOUTH AFRICAN UNIVERSITIES: A COMPARATIVE STUDY

Mousaion ◽  
2016 ◽  
Vol 33 (1) ◽  
pp. 23-42 ◽  
Author(s):  
Tinashe Mugwisi
Keyword(s):  
South Africa ◽  
South African ◽  
Information Literacy ◽  
Ethical Issues ◽  
University Libraries ◽  
Information And Communications Technologies ◽  
Communications Technologies ◽  
Information Skills ◽  
The University

Information and communications technologies (ICTs) and the Internet have to a large extent influenced the way information is made available, published and accessed. More information is being produced too frequently and information users now require certain skills to sift through this multitude in order to identify what is appropriate for their purposes. Computer and information skills have become a necessity for all academic programmes. As libraries subscribe to databases and other peer-reviewed content (print and electronic), it is important that users are also made aware of such sources and their importance. The purpose of this study was to examine the teaching of information literacy (IL) in universities in Zimbabwe and South Africa, and the role played by librarians in creating information literate graduates. This was done by examining whether such IL programmes were prioritised, their content and how frequently they were reviewed. An electronic questionnaire was distributed to 12 university libraries in Zimbabwe and 21 in South Africa. A total of 25 questionnaires were returned. The findings revealed that IL was being taught in universities library and non-library staff, was compulsory and contributed to the term mark in some institutions. The study also revealed that 44 per cent of the total respondents indicated that the libraries were collaborating with departments and faculty in implementing IL programmes in universities. The study recommends that IL should be an integral part of the university programmes in order to promote the use of databases and to guide students on ethical issues of information use.

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