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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. Auskunftsdienst an Öffentlichen Bibliotheken : Texte zu Theorie und Praxis (1985) 0.06
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  3. Zum Auskunftsdienst an wissenschaftlichen Bibliotheken : eine Fortbildungsveranstaltung des Landes Baden-Württemberg, Referate - Berichte - Anregungen (1978) 0.06
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  4. Heinrich, G.; Thauer, W.: Bibliographie und Auskunftsdienst als Lehrfach : 2 Vorträge (1975) 0.04
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  5. 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
  6. Project ELVYN : an experiment in electronic jornal delivery, facts, figures and findings (1995) 0.03
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    Date
    1. 3.1997 18:22:00
    Editor
    Rowland, F. et al.
  7. 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
  8. Vom Reiz der Sinne (1990) 0.02
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    Content
    MAELICKE, A.: Was Sinn macht; HUCHO, F.: Von der Peripherie zum Gehirn: alle Nervenaktivität ist elektrisch; STIEVE, H. u. I. WICKE: Wie unsere Augen sehen; WOLF, R. u. D. WOLF: Von Sehen zum Wahrnehmen: aus Illusionen entsteht ein Bild der Wirklichkeit; THURM, U.: Die mechanischen Sinne: Hören, Tasten; HATT, H.: Physiologie des Sehens und Schmeckens; KOBAL, G.: Die Psychophysiologie des Geruchs; HUCHO, F.: Lernen und Gedächtnis: Netzwerkeigenschaften des gehirns; EMRICH, H.M.: Phantasie, Traum und Halluzination; EMRICH, H.M.: Vom Ich unserer Sinne; MAELICKE, A.: Von Genen und Gehirnen
    Date
    22. 7.2000 18:20:19
  9. UNIMARC and CDS/ISIS : Proceedings of the Workshops held in Budapest, 21.-22. June 1993 and Barcelona, 26. August 1993 (1994) 0.02
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    Content
    Enthält die Beiträge: CAMPOS, F.: UNIMARC: state of the art on the universal format for international exchange; HOLT, B.: The maintenance of UNIMARC; WILLER, M.: UNIMARC / Authorities format; HOPKINSON, A.: CDS/ISIS as a tool for implementing UNIMARC; BERKE, S. u. M. SIPOS: The comprehensive information system of the National Széchényi Library and the Hungarian MARC format; SHRAIBERG, Y.: Application of the CDS/ISIS software package and UNIMARC format in the automated systems of the Russian National Public Library for Science and Technology and other libraries of the Russian Federation; STOKLASOVA, B.: Exchange formats in the Czech Republic: past, present and future
  10. Gehirn, Gedächtnis, neuronale Netze (1996) 0.02
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    Content
    Enthält die Beiträge: EPPING, B.: 100 Millionen Zellen und ein bißchen Strom (Informationsfluß); FLESCHNER, F.: Nicht ganz richtig im Kopf (Hirnschäden); RUBNER, J.: Auf der Spur des kleinen Unterschieds (Hormonhaushalt); REYE, B.: Blinde sehen, Lahme gehen (Neuroimplantate); EBERT, U.: Die Neuro-Industrie (Erkennungsdienst); SCHMITZ, U.: Die Kraft der Gedanken (Mindpower); ZICK, M.: Das Rätsel des Bewußtseins (Geisterjagd); N.N.: Das Beste aus zwei Welten (Online-Medizin); HÄGELE, M.: Literatur-Recherche auf dem Prüfstand (KnowledgeFinder); N.N.: Die Arzthelfer; N.N.: Mit der Stange im Nebel (Internet-Adressen)
    Date
    22. 7.2000 18:45:51
  11. Bibliotheken und Verlage als Träger der Informationsgesellschaft : Vorträge des 4. europäischen Bielefeld-Kolloquiums, 10.-12.2.1998 (1999) 0.02
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    Abstract
    Enthält Beiträge zu folgenden Themen: Die Verantwortung der Politik für die Förderung der Informationsgesellschaft (N. MOORE; F. BODE) - Elektronische Dokumente im Spannungsfeld zwischen Bibliotheken und Verlagen (K.-D. LEHMANN; R. ECKER) - Zugang zu Informationen - Neue Dienstleistungen für den Endnutzer: Neue Dienstleistungen der Firmen (W. LUIJENDIJK; T. RAKOW; V. THURNER; M. SLIVINSKA; B. ROYAN; G. STAAL) - Elektronisches Urheberrecht - Nächste Schritte (J. GASTER; S. NORMAN; H. HEKER) - Metadaten (R. BOURNE) - Bibliotheken in der Informationsgesellschaft - Nationale Initiativen (T. LIDMAN; C. THOMAS) - Effektive Aus- und Weiterbildung als Voraussetzung für die Meisterung der neuen Herausforderungen (H.-G. STORK; B. GALLUS; J. FURNER; M. HAINES)
    Date
    22. 4.2000 19:04:44
  12. 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
  13. 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
  14. 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
  15. 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)
  16. Serial cataloguing : modern perspectives and international developments (1992) 0.02
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    Source
    Serials librarian. 22(1992), nos.3/4
  17. Advances in librarianship (1998) 0.02
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    Issue
    Vol.22.
    Signature
    78 BAHH 1089-22
  18. 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
  19. 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
  20. 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

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