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  • × type_ss:"s"
  • × theme_ss:"Informationsdienstleistungen"
  1. "Was für ein Service!" : Entwicklung und Sicherung der Auskunftsqualität von Bibliotheken (2007) 0.02 
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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
    AN 76400 Allgemeines / Buch- und Bibliothekswesen, Informationswissenschaft / Bibliothekswesen / Bibliotheksbenutzung / Auskunft, Information
    RVK
    AN 76400 Allgemeines / Buch- und Bibliothekswesen, Informationswissenschaft / Bibliothekswesen / Bibliotheksbenutzung / Auskunft, Information
  2. Information for industry : twenty-one years of the Library Association Industrial Group (1991) 0.01 
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    Abstract
    Papers include: management of corporate knowledge, the enforced reorganization of industrial libraries, networking and cooperation, fee-based information services, information systems for the end user, copyright, marketing public sector business information, the British Library business information services and the provision of business information in Scotland
  3. Information management for information services - economic challenge for the '90s : Proceedings of a Workshop for Participants from Countries in Central and Eastern Europe and Developing Countries, Berlin, 13.-19. Oct. 1991 (1992) 0.01 
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    Content
    Enthält folgende Beiträge: STROETMANN, K.: Information management for the 90's: a conceptual framework; RÜCKL, S.: Challenges in the information age; TUDOR-SILOVIC, N.: From information management to social intelligence; TEVELI, J.: Marketing and cooperation of a group of libraries; AMLINSKI, L. u. H. VOIGT: Information management in libraries - aspects and perspectives; AFRE, S.A.: Library cooperation in the Ashanti region of Ghana; AGAJA, J.A.: Regional cooperation for the improvement of information services; GRAUMANN, S.: Information services as a profit centre in a company of the service industry; FREYTAG, J.: Data privacy, freedom of information, free access to information; Goedegebuure, B.: FID - it's role, activities and objectives in international cooperation; SCHWUCHOW, W.: Fundamental questions of financing and pricing information services; LUX, C.: To charge or not to charge for library services; SMETáCEK, V.: Current issues of financing and pricing information services in CSFR
    Theme
    Information Resources Management
  4. ¬The knowledge economy : the nature of information in the 21st century (1993) 0.01 
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    Content
    Enthält die Beiträge: HAECKEL, S.H. u. R.L. NOLAN: The role of technology in an information age: transforming symbols into action; NOLL, R.G.: The economics of information: a user's guide; IVES, B. u. S.L. JARVENPAA: Competing with information: empowering knowledge networks with information technology; COWHEY, P.F. u. M.M. McKEOWN: The promise of a new world information order; KIESLER, S.B. u. P. HINDS: Technology, information and social behavior; McCLURE, C.R.: Network literacy in an electronic society: an educational disconnect?
    Imprint
    Nashville, TN : Institute for Information Studies
    Series
    Annual review of the Institute for Information Studies
  5. Exploring the contexts of information behaviour : Proceedings of the 2nd International Conference on Research in Information Needs, Seeking and Use in Different Contexts, 13-15 August 1998, Sheffield, UK (1999) 0.01 
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    Abstract
    Kapitel: Keynote papers - Theoretical perspectives - The health services context - Everyday life - The work environment - Organization of information in context - An information systems perspective
    Content
    Enthält u.a. die Beiträge: INTRONA, L.D.: Context, power, bodies and information: exploring the 'entangled' contexts of information; JACOB, E.K. u.a.: When essence becomes function: post-structuralist implications for an ecological theory of organizational classification systems; MALMSJO, A.: Conditions for designing different kinds of information systems; JULIEN, H.: Where to from here? Results of an emprical study and user-centred implications for system design; VAKKARI, P.: Task complexity, information types, search strategies and relevance: integrating studies on information seeking and retrieval; SPINK, A.: Towards a theoretical framework for information retrieval in an information seeking context; KUHLTHAU, C.C.: Investigating patterns in information seeking; concepts in context; BREZILLON, P. u.a.: Modeling context in information seeking; BYSTROM, K.: Information seekers in context: an analysis of the 'doer' in INSU studies; AUDUNSON, R.: Can institutional theory contribute to our understanding of information seeking behaviour?; SONNENWALD, D.H.: Evolving perspectives of human information behaviour: conexts, situations, social networks and information horizons; OLSSON, M.: Discourse: a new theoretical framework for examining information behaviour in its social context; KEANE, D.: The information behaviour of senior executives; LIMBERG, L.: Three conceptions of information seeking and use; PRESTON, H. u.a.: An evaluation of case study methodology within information system research; WILSON, T.D.: Exploring models of information behaviour: the 'uncertainty' project; ENNIS, M. u.a.: Towards a predictive model of information seeking: empirical studies of end-user searching; SOLOMON, P.: Information mosaics: patterns of action that structure; TOMS, E.G.: What motivates the browser? ABAD-GARCIA, M.F.: Information needs of physicians at the University Clinic Hospital in Valencia-Spain: GORMAN, P.: Information seeking of primary care physicians: conceptual models and empirical studies; LOMAX, E.C. u.a.: An investigation of the information seeking behavior of medical oncologists in Metropolitan Pittsburgh using a multi-method approach; PETTIGREW, K.E.: Agents of information: the role of community health nurses in linking the elderly with local resources by providing human services information; URQUHART, C.J.: Using vignettes to diagnose information strategies: opportunities and possible problems for information use studies of health professionals; WILDEMUTH, B.M. u.a.: The transition from formalized need to compromised need in the context of clinical problem solving; MARCELLA, R. u. G. BAXTER: The transition from formalized need to compromised need in the context of clinical problem solving; COLES, C.: Information seeking behaviour of public library users: use and non-use of electronic media; GREEN, A.-M. u. E. DAVENPORT: Putting new media in its place: the Edinburgh experience; ROSS, C.S.: Finding without seeking: what readers say about the role of pleasure-reading as a source of information; SAVOLAINEN, R.: Seeking and using information from the Internet: the context of non-work use; SPINK, A. u.a.: Everyday life information-seeking by low-income African American households: Wynnewood Healthy Neighbourhood Project; DIXON, P. u. L. BANWELL: School governors and effective dicision making; COOPER, L. u. C.C. KUHLTHAU: Imagery for constructing meaning in the information search process: a study of middle school students; FABRITIUS, H.: Triangulation as a multiperspective strategy in a qualitative study of information seeking behaviour of journalists; JOHINSTON, S.: Training for the information economy: a study of the information culture of a graduate business school; NICHOLAS, D. u. P. WILLIAMS: The changing information environment: the impact of the Internet on information seeking behaviour in the media; WIJNGAERT, L. van de: A policy capturing study of media choice: the effect information of needs and user characteristics on media choices; FETZER, A.: Validity claims: assigning contextual information; FOSTER, A.: On the interpretative authority of information systems; MUTCH, A.: Information: a critical realist approach; PERRY, M.: Process, representation and taskworld: distributed cognition and the organisation of information; HUOTARI, M.-L.: Social network analysis as a tool to evaluate IM in the public sector: a pilot study at the University of Tampere
    Footnote
    Rez. in: Education for information 18(2000) no.1, S.84-85 (D. Bawden)
  6. Emerging communities: integrating networked information into library services : Proceedings of the Clinic on Library Applications of Data Processing, Illinois University at Urbana-Champaign, 4-6 April 1993 (1994) 0.01 
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    Abstract
    The papers are designed to help library and information professionals as they attempt to integrate networked information into their current operations
    Imprint
    Illinois : University at Urbana-Champaign, Graduate School of Library and Information Science
  7. Electronic public information / one-stop shops / kiosks (1996) 0.01 
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    Abstract
    A special issue devoted to electronic public information / one-stop shops / kiosks
  8. International yearbook of library and information management : 2001/2002 information services in an electronic environment (2001) 0.01 
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  9. Information culture and business performance : prepared for the British Library by HERTIS Information and Research and incorporating additional papers to reflect the international dimension (1995) 0.01 
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    Abstract
    Presents results of a study from a joint project, between HERTIS Information and Research and Abo University, to investigate the correlation between the 'information culture' of companies and their commerical success. The project was in 2 parts: a literature review and a pilot project to test methods of gathering data from companies
    Series
    Information strategy report; 2
    Theme
    Information Resources Management
  10. Looking for information : a survey on research on information seeking, needs, and behavior (2016) 0.01 
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    Abstract
    The 4th edition of this popular and well-cited text is now co-authored, and includes significant changes from earlier texts. Presenting a comprehensive review of over a century of research on information behavior (IB), this book is intended for students in information studies and disciplines interested in research on information activities. The initial two chapters introduce IB as a multi-disciplinary topic, the 3rd provides a brief history of research on information seeking. Chapter four discusses what is meant by the terms "information" and "knowledge. "Chapter five discusses "information needs," and how they are addressed. The 6th chapter identifies many related concepts. Twelve models of information behavior (expanded from earlier editions) are illustrated in chapter seven. Chapter eight reviews various paradigms and theories informing IB research. Chapter nine examines research methods invoked in IB studies and a discussion of qualitative and mixed approaches. The 10th chapter gives examples of IB studies by context. The final chapter looks at strengths and weaknesses, recent trends, and future development.
    RSWK
    Information Retrieval
    Series
    Studies in information
    Subject
    Information Retrieval
  11. Libraries and information service today : the yearly chronicle (1991) 0.01 
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    Content
    Nachfolger von: 'The ALA yearbook' (1976-1983) und 'The ALA yearbook of library and information services (1983-1990)
  12. Designing information : new roles for librarians (1993) 0.01 
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    Imprint
    Urbana-Champaign, IL : Graduate School of Librar and Information Science
  13. Abel, A.: Critical success factors for fee-based information services (1995) 0.01 
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    Footnote
    Rez. in: Managing information 3(1996) no.3, S.47 (P. Jeorrett)
  14. Teaching and assessing information skills in the twenty-first century (2002) 0.01 
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    Abstract
    Information literacy can be defined in terms of information skills needed by all citizens to be successful in the information environment of the twenty-first century. Information literacy standards indicating levels of proficiency for K-12 students, published by the American Association of School Librarians and the Association for Educational Communications and Technology, have been available and in use since 1989. Education departments in many states have mandated the inclusion of information skills teaching throughout the K-12 curricula. Outcome measurements for information skills developed by the Association of College and Research Libraries in 2000 (http://www.ala.org/acrl/ilstandardlo.html) can be addressed in terms of what type of information skills students in higher education need to acquire to become successful students, professionals and researchers and ultimately productive workers in the society of the twenty-first century. Integrating information literacy instruction throughout the curricula in the K-12 school environment as well as throughout higher education needs to become a major goal for librarians, faculty, and teachers. Methodology to accomplish this and related case studies describing actual learning environments in which information skills are taught are described in this issue. The need for information literacy instruction is a global issue and included in this publication are examples from the United States as well as China, the Netherlands, and South Africa.
    Content
    Enthält die Beiträge: Integrating Information Literacy into the Virtual University: A Course Model (Lori E. Buchanan, DeAnne L. Luck, and Ted C. Jones) - Institutionalizing Information Literacy in Tertiary Education: Lessons Learned from South African Programs (Karin de Jager and Mary Nassimbeni) - Strengthening Connections Between Information Literacy, General Education, and Assessment Efforts (Ilene F. Rockman) - Aspects of Dealing with Digital Information: 'Mature' Novices on the Internet (Jacqueline de Ruiter) - Information Literacy in Chinese Higher Education (Ping Sun) - Information Literacy Accreditation Mandates: What They Mean for Faculty and Librarians (Gary B. Thompson) - Information Literacy 1973-2002: A Selected Literature Review (Hannelore B. Rader)
  15. Information resources and democracy (1994) 0.00 
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    Content
    Enthält die Beiträge: LIEVROUW, L.A.: Information resources and democracy: understanding the paradox; BRAMAN, S.: The autopoietic state: communication and democratic potential in the net; DERVIN, B.: Information <-> democrary: an examination of underlying assumptions; NEWHAGEN, J.E.: Media use and political efficacy: the suburbanization of race and class; MARTINEZ, M.E.: Access to informazion technologies among school-age children: implications for a democratic society; ROGERS, E.M., L. COLLINS-JARVIS u. J. SCHMITZ: The PEN project in Santa Monica: interactive communication, equality, and political action; SUN, S.-L. u. G.A. BARNETT: The international telephone network and democratization
    Source
    Journal of the American Society for Information Science. 45(1994), no.6
  16. research and theory : Current trends in information (1984) 0.00 
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  17. Information and referral in reference services (1988) 0.00 
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  18. Information brokers and reference services (1989) 0.00 
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  19. International aspects of reference and information services (1987) 0.00 
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  20. Essays on the library of the twenty-first century : Libraries and the future (1993) 0.00 
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    Content
    Enthält u.a. die Beiträge: RAITT, D.: The library of the future; LINE, M.B.: Libraries and information services in 25 years' time: a British perspective; NEELAMEGHAN, A.: Perspectives for information services in thrid world countries; KREMER, J.M.: Perspectives for information services and professionals in Brazil; KILGOUR, F.G.: The metamorphosis of libraries during the foreseeable future; LANCASTER, F.W.: Artificial intelligence and expert systems: how will the contribute?; SEILER, L.H. u. T.T. SURPRENANT: The virtual information center: scholars and information in the twenty-first century

Authors

Years

Languages

  • e 48
  • d 8

Types

  • m 19
  • i 1

Themes

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