Preface to the Eighth Edition |
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xv | |
Part I Background |
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1 | (44) |
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3 | (18) |
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Library Organizational Structure |
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7 | (2) |
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What Constitutes Library Public Services? |
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9 | (3) |
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Basic Functions of Public Services |
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12 | (5) |
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17 | (1) |
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18 | (1) |
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18 | (1) |
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19 | (2) |
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21 | (24) |
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Why Does Customer Service Matter? |
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22 | (4) |
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26 | (4) |
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29 | (1) |
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29 | (1) |
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29 | (1) |
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30 | (1) |
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30 | (2) |
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32 | (2) |
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Technology and Customer Service |
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34 | (2) |
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Customer Service Training |
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36 | (3) |
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39 | (1) |
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40 | (1) |
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41 | (1) |
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41 | (2) |
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43 | (2) |
Part II Core Programs And Services |
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45 | (174) |
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47 | (24) |
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Types of Reference Questions |
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52 | (1) |
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53 | (3) |
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Reference Service Categories |
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56 | (5) |
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56 | (1) |
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57 | (1) |
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58 | (2) |
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60 | (1) |
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Organization of Reference Services |
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61 | (6) |
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In-House Reference Training |
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62 | (2) |
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64 | (1) |
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Who Should Staff the Reference Desk? |
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65 | (2) |
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67 | (1) |
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67 | (1) |
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67 | (1) |
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68 | (3) |
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71 | (30) |
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The Nature of Library Instruction |
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72 | (1) |
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Information Literacy Defined |
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73 | (3) |
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The Need for Information Literacy Instruction |
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76 | (1) |
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Types of Information Literacy Instruction |
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76 | (1) |
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77 | (1) |
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77 | (1) |
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77 | (3) |
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78 | (4) |
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Course-Integrated Instruction |
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78 | (1) |
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79 | (1) |
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80 | (2) |
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Instruction: Moving Theory into Practice |
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82 | (12) |
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83 | (1) |
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84 | (1) |
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85 | (2) |
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Online Instructional Support |
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87 | (1) |
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Web Guides and Course Management Systems |
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87 | (2) |
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Working with Massive Open Online Courses (MOOCs) |
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89 | (1) |
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90 | (1) |
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91 | (2) |
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93 | (1) |
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94 | (1) |
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94 | (1) |
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95 | (2) |
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97 | (4) |
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101 | (18) |
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102 | (4) |
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106 | (2) |
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Cooperative Resource Sharing |
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108 | (1) |
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Other Resource Sharing Systems |
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108 | (3) |
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Consortial Borrowing and Delivery Services |
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110 | (1) |
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Preservation and Resource Sharing |
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111 | (2) |
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Working Space Considerations |
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113 | (1) |
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113 | (2) |
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115 | (1) |
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116 | (1) |
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116 | (1) |
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117 | (2) |
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119 | (30) |
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Commonalities between Circulation and Reserves |
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120 | (1) |
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121 | (1) |
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Characteristics of Loan Systems |
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122 | (2) |
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124 | (4) |
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128 | (4) |
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Search and Hold Procedures |
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129 | (1) |
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Overdues, Fines, and Billing |
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130 | (2) |
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132 | (1) |
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133 | (4) |
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135 | (1) |
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136 | (1) |
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Collection Growth and Shifting |
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136 | (1) |
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137 | (2) |
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Loan Data for Planning Purposes |
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139 | (1) |
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Special Aspects of Reserve Services |
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139 | (7) |
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141 | (2) |
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143 | (1) |
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Teacher and Faculty Relations |
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144 | (1) |
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145 | (1) |
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146 | (1) |
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146 | (1) |
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147 | (1) |
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148 | (1) |
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149 | (24) |
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151 | (1) |
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151 | (9) |
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152 | (4) |
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156 | (1) |
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157 | (19) |
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157 | (1) |
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Yearbooks and Proceedings |
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158 | (1) |
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158 | (1) |
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158 | (1) |
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158 | (1) |
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158 | (1) |
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159 | (1) |
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159 | (1) |
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Paper-Based Collection Issues for Public Service Staff |
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160 | (5) |
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165 | (1) |
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ArchivesSpecial Collections |
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166 | (3) |
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169 | (1) |
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169 | (1) |
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170 | (1) |
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170 | (3) |
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173 | (18) |
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176 | (3) |
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177 | (2) |
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179 | (3) |
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182 | (4) |
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184 | (2) |
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Media Ratings and Libraries |
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186 | (2) |
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188 | (1) |
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189 | (1) |
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189 | (1) |
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189 | (2) |
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191 | (28) |
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Differences between e-resources and Other Resources |
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194 | (3) |
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197 | (12) |
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197 | (1) |
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198 | (3) |
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201 | (2) |
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203 | (1) |
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Institutional Repositories |
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204 | (2) |
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206 | (3) |
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209 | (3) |
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212 | (2) |
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214 | (1) |
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214 | (2) |
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216 | (3) |
Part III Specialized Programs And Services |
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219 | (88) |
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10 Variations In Programs And Services |
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221 | (36) |
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227 | (16) |
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227 | (1) |
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228 | (1) |
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229 | (1) |
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230 | (2) |
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232 | (1) |
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233 | (1) |
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234 | (1) |
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235 | (1) |
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236 | (1) |
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Lectures, Concerts, and Film Showings |
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237 | (2) |
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239 | (3) |
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242 | (1) |
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243 | (7) |
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243 | (2) |
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245 | (1) |
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246 | (1) |
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Services to Special Populations |
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247 | (3) |
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250 | (1) |
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251 | (1) |
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252 | (2) |
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254 | (3) |
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257 | (22) |
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259 | (1) |
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Public Access to Computers |
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260 | (5) |
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261 | (4) |
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Government Information and Services in the Digital Age |
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265 | (8) |
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Digital Government Information |
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265 | (4) |
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269 | (3) |
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272 | (1) |
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273 | (2) |
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275 | (1) |
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276 | (1) |
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277 | (2) |
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12 Social Media And Library Programs And Services |
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279 | (28) |
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281 | (1) |
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Challenges to the Employment of Social Media |
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282 | (2) |
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284 | (1) |
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Developing a Social Media Policy and Plan |
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285 | (2) |
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286 | (1) |
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Social Media in Libraries |
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287 | (9) |
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288 | (1) |
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289 | (1) |
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290 | (1) |
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291 | (1) |
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292 | (1) |
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292 | (1) |
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293 | (1) |
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294 | (1) |
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294 | (1) |
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295 | (1) |
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295 | (1) |
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Measurability: The Impact of Social Media in the Library |
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296 | (4) |
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Creating a Social Media Participatory Community |
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297 | (2) |
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Ethical and Legal Issues in Social Media Usage |
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299 | (1) |
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300 | (1) |
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301 | (1) |
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301 | (3) |
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304 | (3) |
Part IV Operational Issues In Library Programs And Services |
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307 | (176) |
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309 | (26) |
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311 | (1) |
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312 | (3) |
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313 | (2) |
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Library Services and the Law |
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315 | (10) |
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316 | (2) |
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318 | (1) |
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319 | (4) |
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323 | (1) |
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323 | (1) |
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Malpractice and Librarians |
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324 | (1) |
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325 | (2) |
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327 | (4) |
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331 | (1) |
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331 | (1) |
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331 | (1) |
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332 | (3) |
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335 | (20) |
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336 | (1) |
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Workplace Ethics and Values |
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337 | (1) |
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338 | (4) |
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342 | (6) |
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Challenges to Collection Content |
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342 | (6) |
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348 | (2) |
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Other Potential Ethical Challenges |
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349 | (1) |
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350 | (1) |
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351 | (1) |
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351 | (1) |
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352 | (3) |
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355 | (26) |
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Categories of Information Service Personnel |
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356 | (5) |
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357 | (1) |
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Paraprofessional/Support Staff |
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357 | (3) |
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360 | (1) |
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361 | (7) |
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364 | (1) |
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364 | (1) |
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365 | (3) |
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Staff Development, Training, and Retention |
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368 | (3) |
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369 | (1) |
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369 | (2) |
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371 | (6) |
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372 | (1) |
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373 | (1) |
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374 | (3) |
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377 | (1) |
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378 | (1) |
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378 | (1) |
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379 | (2) |
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381 | (34) |
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Risk Assessment and Management |
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383 | (7) |
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384 | (3) |
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387 | (1) |
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388 | (1) |
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389 | (1) |
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Disaster Preparedness Training |
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390 | (6) |
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392 | (1) |
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393 | (1) |
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394 | (1) |
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395 | (1) |
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396 | (3) |
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Bugs and Other Nasty Things |
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399 | (3) |
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399 | (2) |
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401 | (1) |
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402 | (2) |
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Good Housekeeping and the Stacks |
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404 | (1) |
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404 | (4) |
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Children and Library Safety |
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406 | (1) |
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406 | (2) |
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408 | (3) |
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408 | (3) |
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411 | (1) |
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412 | (1) |
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412 | (1) |
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413 | (2) |
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415 | (20) |
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416 | (1) |
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Reasons for Doing Assessment |
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417 | (2) |
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Tools That Aid in Assessment Efforts |
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419 | (6) |
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420 | (1) |
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420 | (1) |
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420 | (1) |
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421 | (1) |
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421 | (1) |
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421 | (1) |
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Logs, Diaries, and Journals |
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421 | (1) |
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422 | (1) |
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Standardized Assessment Instruments |
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422 | (1) |
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423 | (2) |
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425 | (5) |
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426 | (1) |
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426 | (1) |
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427 | (2) |
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429 | (1) |
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430 | (1) |
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431 | (1) |
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431 | (1) |
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432 | (3) |
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435 | (22) |
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437 | (2) |
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439 | (2) |
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439 | (1) |
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Performance-Based Budgets |
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440 | (1) |
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440 | (1) |
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441 | (1) |
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441 | (2) |
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443 | (3) |
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446 | (6) |
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446 | (3) |
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449 | (1) |
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450 | (2) |
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452 | (1) |
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453 | (1) |
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453 | (1) |
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453 | (4) |
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457 | (26) |
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459 | (2) |
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461 | (8) |
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462 | (1) |
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463 | (1) |
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Health., Safety, and Security |
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464 | (1) |
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465 | (1) |
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466 | (1) |
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Emergency and Disaster Management |
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467 | (1) |
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468 | (1) |
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469 | (1) |
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470 | (2) |
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Planning for Renovation or New Space |
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472 | (2) |
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474 | (2) |
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476 | (1) |
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477 | (1) |
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478 | (1) |
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478 | (1) |
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479 | (4) |
Index |
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483 | |