Library Services for Online Patrons

Introduction
Chapter One Taking Stock of Your Library
Stefanie Buck
Introduction
Guiding Documents
Read the Standards!
Strategic Plans
Know the Accreditation Requirements for Your Institution
Who Are You?
Understand Your Position
Get to Know Your Department and Colleagues
Take Stock of Your Own Skillset
Policies and Procedures
Learn the Policies: Library and Institution
Stakeholders and Partners
What Data Is Already Available to You?
CASE STUDY: Developing a Needs Assessment Survey for Online Users
Get to Know Your Instructors
CASE STUDY: Assessing Faculty Use of Library Services and Resources in the Learning Management System
Marketing
The Curriculum
Program Goals
Information Literacy Instruction
Collections and Resources
Tools and Technology
Conclusion
Chapter Two Learn about Your Patrons and Set Goals to Serve Them
Joelle E. Pitts
Introduction
Learn about Your Patrons
User-Centeredness
Needs Analysis
Evidence-Based Decision Making
Setting Goals to Serve Online Patrons
SMART Goals
Technical Considerations
Short-Term versus Long-Term Goals for Online Patrons
CASE STUDY: The One UWI Library
Conclusion
Chapter Three Inclusive Design
Joelle E. Pitts
Introduction
Principles of Universal Design
Universal Design for Online Library Patrons
Standards and Checklists
Universal Design for Learning
CASE STUDY: Practical Techniques for Teaching Online in a UDL-Friendly Way
The UD Paradox
Inclusive Practices
CASE STUDY: Using Microsoft Office's Accessibility Checker
One Size Doesn't Fit All
Chapter Four Reference for Online Patrons
Jason M. Coleman
Introduction
Guiding Principles
American Library Association Guidelines
Best Practices
Building Your Service Portfolio
CASE STUDY: Virtual Consultations
Connecting Patrons to Reference Personnel
CASE STUDY: A Model for Engaging Students with Online Research Consultations
Embedding Help at the Point of Need
CASE STUDY: Bringing the Library to the Students with LibGuides LTI Integration
CASE STUDY: Supporting Online Users with a Frequently Asked Questions Knowledge Base
Champion Your Services and Your Employees
Chapter Five Instruction for Online Patrons
Natalie Haber
Introduction
Instructional Design
Learning Outcomes and Backward Design
ADDIE
CASE STUDY: Developing Synchronous Library Instruction for Online Nursing Courses
Doing Good Assessment
Assessment Techniques in the Online Environment
Assessment Planning
Finding Lesson Plans and Learning Objects
CASE STUDY: A Collaborative Model for Online Instructional Design
Scaffolding Online Library Instruction
Strategies for Scaffolding
CASE STUDY: Personal Librarians for Online Learners
Some Tips for Designing Content
Graphic Design and Text
Chunking
Active Learning and Motivation
CASE STUDY: Engaging Students during Synchronous Library Instruction
Best Practices for Creating Videos
Some Tools to Consider
Screencasting
Animated Tutorials
Interactive Tutorials
CASE STUDY: Creating Free Online Branching Games with PowerPoint Skills
Technological Considerations
Conclusion
Chapter Six Embedded Librarianship
Elaine Sullo
Introduction
What Is Embedded Librarianship?
Models of Embedded Librarianship
Time Commitment
The Practicalities of Providing Embedded Librarian Services
CASE STUDY: A Model of Integrated Learning
Impact on Student Learning
Conclusion
Chapter Seven Relationship Building
Karla Aleman
Introduction
Reasons for Building Relationships
Mission, Vision, and Goals
User Experience
Connecting with Partners
Possible Associates
CASE STUDY: A Train-the-Trainer Course for Faculty Instructors
Approaching a Potential Partner
CASE STUDY: "Wait, There's a Distance Learning Librarian?"
Planning a Partnership
CASE STUDY: We're All Better Together: Cross-Campus Collaborations to Support Online Students
Goals and Relationship Types
CASE STUDY: Teaming Up to Support Online Patrons
Formalizing the Partnership
Conclusion
Marks of a Good Relationship
Chapter Eight Marketing Services for Online Users
Laura Bonella
Introduction
Assess Availability
Determine Baseline Knowledge
Creating a Survey
CASE STUDY: Surveying Our Distance Users
Acting on Survey Results
Creating New Marketing Materials
Distributing Marketing Materials
Creating New Services
Assessing Marketing
CASE STUDY: It's What Happens after Failure That Counts
Be Persistent
Chapter Nine Advocating for Your Online Users
Laura Bonella
Introduction
Planning for Change
Access to Electronic Collections
Licensing
Connecting
CASE STUDY: Providing Technical Support to Online Patrons
Discoverability
Access to Physical Collections
Delivering Electronically
Delivering Physically
CASE STUDY: Service Excellence: Free Return Shipping for All Patrons Who Are Off Campus
Access to Services
Reference and Research Consultation Services
Instruction
Programs
Marketing and Outreach
Sustaining Success
Continuously Explore User Needs
Keep Up with Online Technology
Chapter Ten Online Access to Public Library Services
Adam Wathen
Discovery
Content
Programming and Outreach
Conclusion
Appendix: Additional Resources
Glossary
References
About the Editors and Contributors
Index