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

Jeffrey M. Mortimore

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

Jeffrey M. Mortimore

Collection Services

Research output: Contribution to conference › Presentation › peer-review

Abstract

This session explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. The presenter 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 presenter will consider the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.

Original language	American English
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)

UN SDGs

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

SDG 4 Quality Education

Disciplines

Library and Information Science

Keywords

Public services
Springshare LibAnswers
Support
Technical services
Troubleshooting

Access to Document

https://digitalcommons.georgiasouthern.edu/cgi/viewcontent.cgi?article=1032&context=lib-facpresentLicense: Unspecified

Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support
Mortimore, J. M., Mar 2017, At the Helm - Leading Transformation: Proceedings of the Association of College and Research Libraries Conference. Association of College and Research Libraries, p. 498-505 7 p.
Research output: Contribution to book or proceeding › Conference article › peer-review

Open Access

Cite this

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

abstract = " This session explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. The presenter 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 presenter will consider 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.\}",

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language = "American English",

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

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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 session explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. The presenter 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 presenter will consider the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.

AB - This session explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. The presenter 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 presenter will consider the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.

KW - Public services

KW - Springshare LibAnswers

KW - Support

KW - Technical services

KW - Troubleshooting

M3 - Presentation

Y2 - 22 March 2017 through 25 March 2017

ER -

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

Abstract

Conference

UN SDGs

Disciplines

Keywords

Access to Document

Fingerprint

Research output

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

Cite this