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Understanding Librarians: Communication is the issue

Barbara Hull, Teesside University, UK

Chandos Information Professional Series

Hull provides a well-researched argument, which is anchored in evidence. While written mainly from an academic library perspective, the themes remain relevant to all libraries.
The Australian Library Journal

Provides a comprehensive overview of the various barriers a library professional needs to keep in mind when dealing with customers.
The Australian Library Journal

This easy-to-read and easy-to-understand book can be treated both as a starting point for further research and as a code of conduct for librarians, library managers, and library practitioners.
Journal of Librarianship and Information Science

 - written by a “poacher turned gamekeeper” – an information professional who is also an experienced adult educator
 - jargon-free and accessible style of delivery
 - highlights the human aspects of using libraries, even if this is in a virtual environment
 - promotes the concept of the reflective practitioner in the information environment

Aimed at professionals and trainee professionals within the library and information service (LIS) fields, this book reminds the reader of the frequently ignored communication-gulf between the professional and the layman, and in particular the lack of true communication between LIS professional and the user. It focuses especially on ‘non-standard’ users, such as non-native speakers or those with some disability. The author provides accessible examples of good practice, assesses their degree of success and suggests further ways to improve performance in information provision.

Readership: Managerial and supervisory levels within LIS, including (but not limited to) IT managers within LIS units and students of LIS at undergraduate and postgraduate level.

£47.50 / US$80.00 / €55.00

An e-book version of this title is available to purchase as part of a Collection or Pick n Mix. Visit Chandos Publishing Online

About the author

Dr Barbara Hull is the author of the British Library-commissioned report, Barriers to Libraries as agents of lifelong learning. Hull has published widely in both the information profession literature and to a wider audience, she has delivered numerous international conference papers on overcoming barriers to accessing libraries, a number having come by invitation. As a lifelong practitioner in Adult and Community Education, Hull focussed her PhD. research on the changes in the self-esteem of students from previous educational disadvantages. With 27 years’ experience in management of libraries in Special, College, Further and Higher Education, she has always had a special interest in empowering the end-user. For 13 years Hull was Social Sciences Librarian with special responsibility for library research at Teesside University, where she currently teaches English for Learning to Speakers of Other Languages.

Contents

Defining the problem
 - Rationale for this book
 - Broad overview of failure in communication
 - Overview of subsequent chapters
 - Notes
 - References

What are libraries for?
 - Perceived purpose of libraries
 - Public libraries
 - Development of public libraries in the UK
 - Changed perceptions of libraries
 - Libraries as instruments of social engineering
 - Note
 - References

Images of librarians
 - Problems with media portrayal
 - Positive appraisal of librarians
 - Librarians as teachers
 - Notes
 - References

Psychological barriers
 - Basic human psychology: anxiety
 - Losing face
 - People are human!
 - Information overload
 - Notes
 - References

Social class and lack of education as barriers
 - Social class and education
 - Libraries’ potential for social engineering
 - A cautionary note
 - Note
 - References

Language as a barrier
 - Predominance of English as a world language
 - Psychological problems of English language predominance
 - Studying in Higher Education in English
 - Difficulties with accents
 - Cultural differences
 - References

Lack of literacy and numeracy skills as a barrier
 - Varying levels of literacy and numeracy
 - The alphabet and related problems
 - Definition of literacy
 - Problems with decimals
 - Falling statistics for enquiries
 - References

Information and Communication Technology as a barrier
 - Some effects of widespread use of ICT
 - Human–computer interaction
 - Computer frustration
 - Digital divide
 - Information literacy
 - Notes
 - References

Disability as a barrier
 - Extent of disability
 - Legislation on disability discrimination
 - All staff to be disability-aware
 - Key importance of attitudes
 - References

Clarity of purpose
 - What are you trying to achieve here?
 - The client group
 - Mission statements
 - Operational guidelines
 - Note
 - References

Evaluation and the value of systematic research
 - Culture of evaluation
 - What are we measuring?
 - Treat statistics with caution
 - Diffi culties in collecting good quality data
 - Surveys
 - Note
 - References

Librarians as refl ective practitioners
 - General growth of refl ective practice
 - A personal refl ective ‘log’
 - Practical outcomes from log-keeping
 - References

Staff development
 - Differences in motivation
 - Damage caused by lack of staff development
 - Promoting from within the service
 - Good personal qualities for staff
 - Employing volunteers
 - Junior staff need the bigger picture too
 - Recognising individual members of staff
 - Notes
 - References

Self publicise
 - Sell your service!
 - The need to remind users
 - Integrating into your community
 - Satisfied users as ambassadors
 - Importance of names
 - Joining in
 - Publicise your achievements
 - Notes
 - References

Breaking down the library walls: responding to the needs of the Google generation
Denise Turner
 - Background project 1
 - Pilot service: discussion
 - Background project 2
 - Implementation and pilot testing
 - Conclusion
 - References

Communication within partnerships at Deakin University Library: the liaison link
Christine Oughtred and Marion Churkovich
 - Introduction
 - Librarian in residence
 - Research training
 - Institute of Koorie Education
 - Conclusion
 - Note
 - References

Where are we now?
 - Librarians adapting to new technologies
 - Digital reference guidelines
 - Negative aspects of online interaction
 - Disadvantage is still present
 - Our guiding principles
 - Note
 - References