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Article
Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support
At the Helm: Leading Transformation: The Proceedings of the ACRL 2017 Conference
  • Jeffrey M. Mortimore, Georgia Southern University
Document Type
Conference Proceeding
Publication Date
3-1-2017
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.

Citation Information
Jeffrey M. Mortimore. "Promoting a Service Culture Across Technical and Public Services: Lessons from Electronic Resource Access Troubleshooting and Support" Chicago, ILAt the Helm: Leading Transformation: The Proceedings of the ACRL 2017 Conference (2017) p. 498 - 505
Available at: http://works.bepress.com/jeff_mortimore/44/