Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support

Jeffrey M. Mortimore

Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support

Collection Services

Research output: Contribution to book or proceeding › Conference article › peer-review

Abstract

This paper explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. This paper considers competencies for delivering effective ERA support, including recent research that suggests communication and referral skills fostered in reference work may rank more highly than technical skills alone. In addition, the author considers the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.

Original language	American English
Title of host publication	At the Helm - Leading Transformation
Subtitle of host publication	Proceedings of the Association of College and Research Libraries Conference
Publisher	Association of College and Research Libraries
Pages	498-505
Number of pages	7
State	Published - Mar 2017
Event	ACRL Annual Conference: "At the Helm" - Baltimore, United States Duration: Mar 22 2017 → Mar 25 2017 https://www.ala.org/sites/default/files/acrl/content/conferences/confsandpreconfs/2017/acrl2017_program.pdf (Link to conference program book)

Conference

Conference	ACRL Annual Conference
Country/Territory	United States
City	Baltimore
Period	03/22/17 → 03/25/17
Internet address	https://www.ala.org/sites/default/files/acrl/content/conferences/confsandpreconfs/2017/acrl2017_program.pdf (Link to conference program book)

Keywords

Access troubleshooting
Electronic resource access
Public services
Technical services

DC Disciplines

Higher Education
Library and Information Science

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

http://hdl.handle.net/11213/17765 License: Unspecified

1 Presentation

Promoting a Service Culture across Technical and Public Services: Lessons from Electronic Resource Access (ERA) Troubleshooting and Support
Mortimore, J. M., Mar 2017.
Research output: Contribution to conference › Presentation › peer-review

Open Access

Cite this

Mortimore, J. M. (2017). Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support. In At the Helm - Leading Transformation: Proceedings of the Association of College and Research Libraries Conference (pp. 498-505). Association of College and Research Libraries. http://hdl.handle.net/11213/17765

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title = "Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support",

abstract = " This paper explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. This paper considers competencies for delivering effective ERA support, including recent research that suggests communication and referral skills fostered in reference work may rank more highly than technical skills alone. In addition, the author considers the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.",

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author = "Mortimore, {Jeffrey M.}",

year = "2017",

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language = "American English",

pages = "498--505",

booktitle = "At the Helm - Leading Transformation",

publisher = "Association of College and Research Libraries",

address = "United States",

note = "ACRL Annual Conference : {"}At the Helm{"} ; Conference date: 22-03-2017 Through 25-03-2017",

url = "https://www.ala.org/sites/default/files/acrl/content/conferences/confsandpreconfs/2017/acrl2017_program.pdf",

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Mortimore, JM 2017, Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support. in At the Helm - Leading Transformation: Proceedings of the Association of College and Research Libraries Conference. Association of College and Research Libraries, pp. 498-505, ACRL Annual Conference, Baltimore, Maryland, United States, 03/22/17. <http://hdl.handle.net/11213/17765 >

Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support. / Mortimore, Jeffrey M.
At the Helm - Leading Transformation: Proceedings of the Association of College and Research Libraries Conference. Association of College and Research Libraries, 2017. p. 498-505.

Research output: Contribution to book or proceeding › Conference article › peer-review

TY - GEN

T1 - Promoting a Service Culture Across Technical and Public Services

T2 - ACRL Annual Conference

AU - Mortimore, Jeffrey M.

PY - 2017/3

Y1 - 2017/3

N2 - This paper explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. This paper considers competencies for delivering effective ERA support, including recent research that suggests communication and referral skills fostered in reference work may rank more highly than technical skills alone. In addition, the author considers the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.

AB - This paper explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. This paper considers competencies for delivering effective ERA support, including recent research that suggests communication and referral skills fostered in reference work may rank more highly than technical skills alone. In addition, the author considers the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.

KW - Access troubleshooting

KW - Electronic resource access

KW - Public services

KW - Technical services

M3 - Conference article

SP - 498

EP - 505

BT - At the Helm - Leading Transformation

PB - Association of College and Research Libraries

Y2 - 22 March 2017 through 25 March 2017

ER -

Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support

Abstract

Conference

Keywords

DC Disciplines

UN SDGs

Access to Document

Fingerprint

Research output

Promoting a Service Culture across Technical and Public Services: Lessons from Electronic Resource Access (ERA) Troubleshooting and Support

Cite this