Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support
Document Type
Conference Proceeding
Publication Date
3-22-2017
Publication Title
At the Helm - Leading Transformation: Proceedings of the Association of College and Research Libraries Conference
ISBN
978-0-8389-8928-9
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.
Recommended Citation
Mortimore, Jeffrey M..
2017.
"Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support."
At the Helm - Leading Transformation: Proceedings of the Association of College and Research Libraries Conference, Dawn M. Mueller (Ed.): 498-505 Chicago, IL: Association of College and Research Libraries.
isbn: 978-0-8389-8928-9
https://digitalcommons.georgiasouthern.edu/lib-facpubs/51
