Document (#10115)

Author

Mendelsohn, J.

Title

Human help at OPAC terminals is user friendly : a preliminary study

Source

RQ. 34(1994) no.2, S.173-190

Year

1994

Abstract

Reports research, conducted on the UTLink online catalogue at Toronto University Library, aimed at examining the provision of library staff assistance to users of OPACs. The study identified a significant change in the demand for service when there was a change from offering traditional 'from the desk' help to 'point of use' help at the OPAC terminals. The kind of help most given by librarians was procedural: a frequent problem being how to deal with information overload. Results suggest that while it is important to continue to improve the technology there remains an ongoing need for human support. Research into human help is supportive of library practice, which values the provision of high quality services to users who are not yet self sufficient on OPACs

Theme

Informationsdienstleistungen

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