Library Faculty Publications

Title

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

Document Type

Conference Proceeding

Publication Date

3-2017

Publication Title

At the Helm: Leading Transformation: The Proceedings of the ACRL 2017 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.

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