Transformation of Access Services in the New Era

Today, accessing world information via search engines and discovery tools has changed how researchers and information users employ library resources eliciting their expectation for traditional library services. Additionally, social networking and wireless personal devices have created convenient new...

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Bibliographic Details
Published in:Journal of access services 2010-04, Vol.7 (2), p.109-120
Main Authors: Chang, Amy, Davis, Dell
Format: Article
Language:English
Subjects:
Access services
circulation
Circulation control
collaboration
customer service
Devices
Information technology
interlibrary loan
Libraries
library management
Management
Marketing
media services
On-line systems
Online
pubic services
reserve
Search engines
student-centered services
transformation
Transformations
User services
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Summary:Today, accessing world information via search engines and discovery tools has changed how researchers and information users employ library resources eliciting their expectation for traditional library services. Additionally, social networking and wireless personal devices have created convenient new ways for people to obtain, produce, and share information instantaneously. The library is no longer the center that researchers must rely on to access information and research materials. This indeed has propelled the transformation of Access Services. Balancing emerging services and core services to meet the new expectations and demands of our users in the new era has become a major challenge for Access Services and for public services managers. In the new era, Access Services supports "many services to many users" onsite and online simultaneously, customer-driven one-stop service, along with seamless and embedded services. This article articulates the changing process in Access Services since the first transformation wave in the 1990s, identifies the new service dimensions of the most recent Access Services transformation wave, addresses the roles and challenges of Access Services managers and discusses service management issues in the transformation process.
ISSN:1536-7967
1536-7975
DOI:10.1080/15367961003608369