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  1. "Was für ein Service!" : Entwicklung und Sicherung der Auskunftsqualität von Bibliotheken (2007) 0.22
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    Abstract
    Von der Suche über das Finden zum Wissen - Routine in wohl jeder Bibliothek. Die zielgerichtete Suche im Auftrag des Kunden bildet den roten Faden des vorliegenden Themenheftes, das ausgewählte Beiträge aus Theorie und Praxis beinhaltet. Die ersten beiden Abhandlungen setzen sich grundlegend mit dem Auskunftsdienst in Bibliotheken auseinander. Während Tom Becker (Münchner Stadtbibliothek Am Gasteig) eine Standortbestimmung der Face-to-Face-Interaktion im Auskunftsdienst vornimmt, setzt sich Ursula Georgy (Fachhochschule Köln) mit den Chancen auseinander, die der Auskunftsdienst als Bestandteil eines bibliotheksweiten Total-Quality- und Service-Quality-Ansatzes einnehmen kann. Einführend wird so verdeutlicht, dass Bibliotheken über eine hohe Informationskompetenz im Auskunftsdienst verfügen, diese aber sowohl als Serviceprodukt wie auch als Marketingobjekt ständiger Optimierung unterwerfen müssen. Im Weiteren werden Rahmenbedingungen für diese qualitativ hochwertige Dienstleistung näher betrachtet. Jutta Zimmermann (Stadtbibliothek Reutlingen) beschreibt theoretische Grundlagen und Entwicklungsschritte von Auskunftsdienstkonzepten und die praktischen Erfahrungen, die die Stadtbibliothek Reutlingen in der bisherigen Umsetzung gemacht hat. Das Auskunftsinterview als das zentrale Instrument zur Klärung des realen Informationsbedarfes des Kunden erläutert. Hermann Rösch (Fachhochschule Köln). Ziele, Verlauf, Methoden und Techniken des Auskunftsinterviews werden behandelt und ein besonderes Augenmerk gilt den Spezifika, die im digitalen Umfeld durch Auskunft per E-Mail, Webformular oder Chat bestehen. Katharina Schaal (starkewortarbeit Stuttgart) greift den Themenkomplex Stressbewältigung und Motivation im Auskunftsdienst auf und stellt - basierend auf Fallbeispielen aus dem Alltag - Handlungsanleitungen für ein gelassenes Agieren an der Infotheke vor. Vor allem digitale Ressourcen für den Auskunftsdienst stellt Frank Daniel (Stadtbibliothek Köln) in den Fokus seines Beitrags und beleuchtet die Wechselbeziehung eines sich ändernden Nutzerverhaltens mit einem komplexer und spezifischer werdenden Informationsmarkt bezogen auf den Auskunftsdienst von Bibliotheken. Qualitätsstandards im Auskunftsdienst von Bibliotheken bilden den abschließenden Themenkomplex. Ingeborg Simon (HdM Stuttgart) kommentiert und übersetzt die 'Guidelines for Behavioral Perfomances of Reference and Information Service Providers' der American Library Association und unterstreicht den Stellenwert solcher Guidelines als Instrument kontinuierlicher Qualitätsverbesserung. Der Artikel von Cornelia Vonhof (HdM Stuttgart) untersucht die Einführung von Auskunftsstandards als Change-Management-Prozess und beschreibt unter diesem Blickwinkel Möglichkeiten zum Umgang mit Widerständen, Erfolgsfaktoren in sowie Möglichkeiten der Stabilisierung von Veränderungsprozessen. Das praktische Beispiel einer qualitativen Untersuchung des Auskunftsdienstes liefert Carmen Barz (Münchner Stadtbibliothek Am Gasteig): Studierende begaben sich "inkognito" in eine Auskunftssituation, um Stärken und Schwächen dieser Dienstleistung in der Münchener Zentralbibliothek festzuhalten. In dem Artikel werden die Methode, die Ergebnisse der Studie und die daraus abgeleiteten Maßnahmen vorgestellt. Daran anknüpfend stellen Tom Becker und Hanne Riehm (beide Münchner Stadtbibliothek Am Gasteig) den Weg von eben dieser Evaluation hin zu der Definition eines Katalogs von Standards und dazugehörigen Verhaltensweisen unter aktiver Einbindung aller dortigen Mitarbeiter vor. Die erarbeiteten Qualitätsstandards und Verhaltensweisen werden anschließend aufgeführt. Die Stadtbücherei Stuttgart hinterfragt das vorhandene Servicelevel im Auskunftsdienst und entwickelt aufbauend auf vorhandenen Bausteinen eine systemweit einheitliche Auskunfts-Konzeption. Warum die stetig steigenden und sehr differenzierten Anforderungen seitens der Kunden durch klar formulierte Qualitätsstandards besser kanalisiert und bewältigt werden können, berichtet Katinka Emminger (Stadtbücherei Stuttgart).
    Classification
    BF F 436.60
    Date
    22. 2.2008 14:05:48
    KAB
    BF F 436.60
    RSWK
    Deutschland / Bibliothek / Auskunftsdienst / Qualitätsmanagement / Aufsatzsammlung
    Auskunftsdienst / Stressbewältigung (ÖVK)
    Auskunftsdienst / Qualitätsatandards / München / Stadtbibliothek (ÖVK)
    Subject
    Deutschland / Bibliothek / Auskunftsdienst / Qualitätsmanagement / Aufsatzsammlung
    Auskunftsdienst / Stressbewältigung (ÖVK)
    Auskunftsdienst / Qualitätsatandards / München / Stadtbibliothek (ÖVK)
  2. Heinrich, G.; Thauer, W.: Bibliographie und Auskunftsdienst als Lehrfach : 2 Vorträge (1975) 0.04
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  3. Information Macht Bildung. : Zweiter Gemeinsamer Kongress der Bundesvereinigung Deutscher Bibliotheksverbände e. V. (BDB) und der Deutschen Gesellschaft für Informationswissenschaft und Informationspraxis e. V. (DGI), Leipzig, 23. bis 26. März 2004, zugleich 93. Deutscher Bibliothekartag (2004) 0.03
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    Classification
    BF F 430.60
    Date
    22. 2.2008 14:21:53
    KAB
    BF F 430.60
  4. Semantik, Lexikographie und Computeranwendungen : Workshop ... (Bonn) : 1995.01.27-28 (1996) 0.02
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    Classification
    Spr F 510
    Spr F 87 / Lexikographie
    Date
    14. 4.2007 10:04:22
    SBB
    Spr F 510
    Spr F 87 / Lexikographie
  5. Dokumente und Datenbanken in elektronischen Netzen : Tagungsberichte vom 6. und 7. Österreichischen Online-Informationstreffen bzw. vom 7. und 8. Österreichischen Dokumentartag, Schloß Seggau, Seggauberg bei Leibnitz, 26.-29. September 1995, Congresszentrum Igls bei Innsbruck, 21.-24. Oktober 1997 (2000) 0.02
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    Content
    Enthält u.a. folgende Beiträge: HAYEK, I.: Die elektronische Bibliothek Innsbruck; ECKER, R.: Schnelle Dokumentenlieferung mit FastDoc; PIPP, E.: CD-ROM-Datenbanken im LAN der Universität Innsbruck - technische und lizenzrechtliche Probleme für den Systemoperator: PERENSTEINER, R.: Qualitätsinformationen im Internet mit Anbindung an Intranet; SCHILLING, A.: SwetNet - Umfassender Vooltext-Service aus einer Hand; WALKER, J.: SilverPlatter Information - integration of information resources; EBENHOCH, P.: Digitale Vergänglichkeit elektronischer Publikationen; VORHAUER, H. u. R. WITTAUER: Praktische Erfahrung von Knowledge Base mit Lotus Notes in der Pharmamarktforschung; REINISCH,F.: Wer suchet - der findet? oder Die Überwindung der sprachlichen Grenzen bei der Suche in Volltextdatenbanken; ERNST, S.: Bibliotheken im Wandel - das Umdenken am Beispiel Beilstein Crossfire
    Date
    22. 7.2000 16:34:40
  6. Paradigms and conceptual systems in knowledge organization : Proceedings of the Eleventh International ISKO Conference, 23-26 February 2010 Rome, Italy (2010) 0.02
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    Date
    22. 2.2013 12:09:34
    Editor
    Gnoli, C. u. F. Mazzocchi
  7. Innovationsforum 2003 : [Informationskompetenz] (2003) 0.02
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    Classification
    BF F 430.00
    Date
    22. 2.2008 17:36:03
    KAB
    BF F 430.00
  8. Concepts in Context : Proceedings of the Cologne Conference on Interoperability and Semantics in Knowledge Organization July 19th - 20th, 2010 (2011) 0.02
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    Date
    22. 2.2013 11:34:18
    Editor
    Boteram, F.
    Footnote
    Rez. in: ZfBB 59(2012) H.2, S.119-120 (F. Förster); KO 39(2012) no.6, S.461-463 (I. Dahlberg)
  9. Advances in librarianship (1998) 0.02
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    Issue
    Vol.22.
    Signature
    78 BAHH 1089-22
  10. Challenges and opportunities for knowledge organization in the digital age : proceedings of the Fifteenth International ISKO Conference, 9-11 July 2018, Porto, Portugal / organized by: International Society for Knowledge Organization (ISKO), ISKO Spain and Portugal Chapter, University of Porto - Faculty of Arts and Humanities, Research Centre in Communication, Information and Digital Culture (CIC.digital) - Porto (2018) 0.02
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    Date
    17. 1.2019 17:22:18
    Editor
    Ribeiro, F. u. M.E. Cerveira
  11. Medienkompetenz : wie lehrt und lernt man Medienkompetenz? (2003) 0.02
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    Classification
    F 340
    Date
    22. 3.2008 18:05:16
    KAB
    F 340
  12. Bibliothek leben : Das deutsche Bibliothekswesen als Aufgabe für Wissenschaft und Politik. Eine Festschrift für Engelbert Plassmann zum 70. Geburtstag (2005) 0.02
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    Classification
    BF F 433.10
    Date
    22. 3.2008 17:48:07
    KAB
    BF F 433.10
  13. Wissensspeicher in digitalen Räumen : Nachhaltigkeit, Verfügbarkeit, semantische Interoperabilität. Proceedings der 11. Tagung der Deutschen Sektion der Internationalen Gesellschaft für Wissensorganisation, Konstanz, 20. bis 22. Februar 2008 (2010) 0.02
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    Content
    Inhalt: A. Grundsätzliche Fragen (aus dem Umfeld) der Wissensorganisation Markus Gottwald, Matthias Klemm und Jan Weyand: Warum ist es schwierig, Wissen zu managen? Ein soziologischer Deutungsversuch anhand eines Wissensmanagementprojekts in einem Großunternehmen H. Peter Ohly: Wissenskommunikation und -organisation. Quo vadis? Helmut F. Spinner: Wissenspartizipation und Wissenschaftskommunikation in drei Wissensräumen: Entwurf einer integrierten Theorie B. Dokumentationssprachen in der Anwendung Felix Boteram: Semantische Relationen in Dokumentationssprachen vom Thesaurus zum semantischen Netz Jessica Hubrich: Multilinguale Wissensorganisation im Zeitalter der Globalisierung: das Projekt CrissCross Vivien Petras: Heterogenitätsbehandlung und Terminology Mapping durch Crosskonkordanzen - eine Fallstudie Manfred Hauer, Uwe Leissing und Karl Rädler: Query-Expansion durch Fachthesauri Erfahrungsbericht zu dandelon.com, Vorarlberger Parlamentsinformationssystem und vorarlberg.at
    E. Metadaten und Ontologien Thomas Baker: Dublin Core Application Profiles: current approaches Georg Hohmann: Die Anwendung des CIDOC für die semantische Wissensrepräsentation in den Kulturwissenschaften Elena Semenova: Ontologie als Begriffssystem. Theoretische Überlegungen und ihre praktische Umsetzung bei der Entwicklung einer Ontologie der Wissenschaftsdisziplinen F. Repositorien und Ressourcen Christiane Hümmer: TELOTA - Aspekte eines Wissensportals für geisteswissenschaftliche Forschung Philipp Scham: Integration von Open-Access-Repositorien in Fachportale Benjamin Zapilko: Dynamisches Browsing im Kontext von Informationsarchitekturen
  14. International yearbook of library and information management : 2001/2002 information services in an electronic environment (2001) 0.01
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    Date
    25. 3.2003 13:22:23
  15. Wege zum Wissen - die menschengerechte Information : 22. Oberhofer Kolloquium 2002, Gotha, 26. bis 28. September 2002. Proceedings (2002) 0.01
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  16. Aufbruch ins Wissensmanagement : 21. Online-Tagung der DGI 1999 / Frankfurt am Main, 18. - 20. Mai 1999: Proceedings (1999) 0.01
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    Date
    2.10.2006 12:31:22
  17. Wissen in Aktion : Wege des Knowledge Managements, 22. Online-Tagung der DGI 2000 / Frankfurt am Main, 2. bis 4. Mai 2000: Proceedings (2000) 0.01
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  18. Between data science and applied data analysis : Proceedings of the 26th Annual Conference of the Gesellschaft für Klassifikation e.V., University of Mannheim, July 22-24, 2002 (2003) 0.01
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  19. Knowledge organization in the 21st century : between historical patterns and future prospects. Proceedings of the Thirteenth International ISKO Conference 19-22 May 2014, Kraków, Poland (2014) 0.01
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  20. Knowledge organization for a global learning society : Proceedings of the 9th International ISKO Conference, 4-7 July 2006, Vienna, Austria (2006) 0.01
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    Content
    Enthält die Beiträge: Zins, C.: Knowledge map of information science: issues, principles, implications. - Lin, X., S. Aluker u. W. Zhu u.a.: Dynamic concept representation through a visual concept explorer. - Kohlbacher, F.: Knowledge organization(s) in Japan: empirical evidence from Japanese and western corporations. - Beghtol, C.: The global learning society and the iterative relationship between theory and practice in knowledge organization systems. - Tennis, J.T.: Function, purpose, predication, and context of information organization frameworks. - Doyle, A.: Naming and reclaiming knowledges in public intersections of landscapes and experience. - Qin, J., P. Creticos u. W.Y. Hsiao: Adaptive modeling of workforce domain knowledge. - Gnoli, C.: The meaning of facets in non-disciplinary classifications. - Loehrlein, A., E.K. Jacob u. S. Lee u.a.: Development of heuristics in a hybrid approach to faceted classification. - Thellefsen, M.: The dynamics of information representation and knowledge mediation. - LaBarre, K.: A multi faceted view: use of facet analysis in the practice of website organization and access. - Smiraglia, R.P.: Empiricism as the basis for metadata categorisation: expanding the case for instantiation with archival documents. - Bean, C.A.: Hierarchical relationships used in mapping between knowledge structures. - Friedman, A.: Concept mapping a measurable sign. - Naumis Pena, C.: Evaluation of educational thesauri. - Biagetti, M.T.: Indexing and scientific research needs. - Robert, C.A., A. Davis: Annotation and its application to information research in economic intelligence. - Mcllwaine, I.C., J.S. Mitchel: The new ecumenism: exploration of a DDC / UDC view of religion. - Hajdu Barát, A.: Usability and the user interfaces of classical information retrieval languages. - Eito Brun, R.: Uncovering hidden clues about geographic visualization in LCC. - Williamson, N.J.: Knowledge structures and the Internet progress and prospects. - Pajarillo, E.J.Y.: A classification scheme to determine medical necessity: a knowledge organization global learning application. - López-Huertas, M.J.: Thematic map of interdisciplinary domains based on their terminological representation: the gender studies. - Rodriguez Bravo, B.: The visibility of women in indexing languages. - Beall, J., D. Vizine-Goetz: Finding fiction: facilitating access to works of the imagination scattered by form and format. - Kwasnik, B.H., Y.L. Chun u. K. Crowston u.a.: Challenges in ceating a taxonomy of genres of digital documents. - Simon, J.: Interdisciplinary knowledge creation: using wikis in science. - Gabel, J.: Improving information retrieval of subjects through citation-analysis: a study. - Lee, H.L.: Navigating hierarchies vs. searching by keyword: two cultural perspectives. - Loehrlein, A., R. Martin u. E.L. Robertson: Integration of international standards in the domain of manufacturing enterprise. -
    Date
    27.12.2008 11:22:36

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