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Library users evolving information needs and their choice of search methods have changed reference work profoundly. Today s reference librarian must work in a whole new way not only service-focused and businesslike, but even entrepreneurial. Murphy innovatively rethinks the philosophy behind current library reference services in this thought-provoking book, which

Summarizing specific tools for measuring service quality alongside tips for using these tools most effectively, this book helps libraries of all kinds take a programmatic approach to measuring, analyzing, and improving library services.

Purpose Libraries throughout the world use OCLC’s EZproxy software to manage access to e-resources. When cleaned, processed, visualized and enhanced, these logs paint a valuable picture of a library’s impact on researcher’s lives. The purpose of this paper is to share techniques and procedures for enhancing and de-identifying EZproxy logs using Tableau, a data analytics and visualization software, and Tableau Prep, a tool used for cleaning, combining and shaping data for analysis. Design/methodology/approach In February 2018, The Ohio State University Libraries established an automated daily process to extract and clean EZproxy log files. The assessment librarian created a series of procedures in Tableau and Tableau Prep to union, parse and enhance these files by adding information such as user major, user status (faculty, graduate or undergraduate) and the title of the requested resource. She last stripped the data set of identifiers and applied best practices for maintaining confidentiality to visualize the data. Findings The data set is currently 1.5m rows and growing. The visualizations may be filtered by date, user status and user department/major where applicable. Safeguards are in place to limit data presentation when filters might reveal a user’s identity. Originality/value Tableau used in concert with Tableau Prep allows an assessment librarian to clean and combine data from various sources. Once procedures for cleaning and combining data sources are established, the data driving visualizations can be set to refresh on a set schedule. This expedites the ability of librarians to derive actionable insights from EZproxy data and to share the library’s positive impact on researcher’s lives.

A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement system to assess employees' handling of a contact center's telephone calls and subsequent training needs. When implemented effectively, a contact center can efficiently provide service while maximizing customer satisfaction.

To examine the impact of portfolio purchasing on a small, highly specialized medical collection at The Ohio State University. In this citation analysis, cited references for articles published by faculty in the College of Veterinary Medicine between 2000 and 2004 were collected and analyzed to determine whether The Ohio State University Libraries provided print or electronic access to the publications cited or the publishers of the cited journals, and whether the university purchased a subscription to each journal or received the subscription through a consortium-sponsored portfolio purchasing agreement. Of the 419 journals veterinary faculty cited more than 10 times, only 13 (3.1%) were in Zone 1, and 63 (15.0%) were in Zone 2 of the Bradford distribution, a citation analysis model which demonstrates that a small number of journals account for the bulk of literature utilized in any established field. Of these, only 23 (5.5%) were procured through an OhioLINK or other consortium portfolio purchasing agreement. The costs of acquiring a publisher's portfolio, even through a consortium, should be balanced with the costs of purchasing content required to provide a balanced collection for all user populations.

Objective: The author studied health information available for veterinary consumers both in print and online. Methods: WorldCat was searched using a list of fifty-three Library of Congress subject headings relevant to veterinary consumer health to identify print resources for review. Identified items were then collected and assessed for authority, comprehensiveness of coverage, validity, and other criteria outlined by Rees. An in-depth assessment of the information available for feline lower urinary tract disease (FLUTD) and canine congestive heart failure (CHF) was then conducted to examine the availability and quality of information available for specific diseases and disorders. A reading grade level was assigned for each passage using the Flesch-Kincaid formula in the Readability Statistics feature in Microsoft Word. Results/Discussion: A total of 187 books and 7 Websites were identified and evaluated. More than half of the passages relating to FLUTD and CHF were written above an 11th-grade reading level. A limited quantity of quality, in-depth resources that address specific diseases and disorders and are written at an appropriate reading level for consumers is available. Conclusion: The library's role is to facilitate access to the limited number of quality consumer health resources that are available to veterinary consumers. (Author abstract)

The author studied health information available for veterinary consumers both in print and online. WorldCat was searched using a list of fifty-three Library of Congress subject headings relevant to veterinary consumer health to identify print resources for review. Identified items were then collected and assessed for authority, comprehensiveness of coverage, validity, and other criteria outlined by Rees. An in-depth assessment of the information available for feline lower urinary tract disease (FLUTD) and canine congestive heart failure (CHF) was then conducted to examine the availability and quality of information available for specific diseases and disorders. A reading grade level was assigned for each passage using the Flesch-Kincaid formula in the Readability Statistics feature in Microsoft Word. A total of 187 books and 7 Websites were identified and evaluated. More than half of the passages relating to FLUTD and CHF were written above an 11th-grade reading level. A limited quantity of quality, in-depth resources that address specific diseases and disorders and are written at an appropriate reading level for consumers is available. The library's role is to facilitate access to the limited number of quality consumer health resources that are available to veterinary consumers.

The study examined the effectiveness of research methodology search filters developed by Haynes and colleagues and utilized by the Clinical Query feature of PubMed for locating literature for evidence-based veterinary medicine (EBVM). A manual review of articles published in 6 commonly read veterinary journals was conducted. Articles were classified by format (original study, review, general article, conference report, decision analysis, and case report) and purpose category (etiology, prognosis, diagnosis, and treatment). Search strategies listed in PubMed's Clinical Query feature were then tested and compared to the manually reviewed data to calculate sensitivity, specificity, and precision. The author manually reviewed 914 articles to identify 702 original studies. Search #1 included terms determined to have the highest sensitivity and returned acceptable sensitivities over 75% for diagnosis and treatment. Search #2 included terms identified as providing the highest specificity and returned results with specificities over 75% for etiology, prognosis, and treatment. The low precision for each search prompts the question: Are research methodology search filters practical for locating literature for the practice of EBVM? A study examining terms related to appropriate research methodologies for advanced clinical veterinary research is necessary to develop filters designed to locate literature for EBVM.