LIST OF TABLES
NOTES ON CONTRIBUTORS
Ross Harvey is Visiting Professor at the Graduate School of Library and Information Science, Simmons College, Boston. Weech is an associate professor in the Graduate School of Library and Information Science, University of Illinois. This is encouraging and shows that training and development is an essential part of professional development in the library and information sector.
INTRODUCTION
CILIP is the body representing library and information professionals in the UK and offers a professional qualification in the form of a card. According to Griffin, CILIP and Aslib are the main providers of training for information professionals in the UK (Griffin 2008). JUHDWLPSRUWDQFHWRWKHGHYHORSPHQWRIVWDIIDQGHQDEOHVH[SHULHQFHWREHVKDUHG DPRQJVWVWDIIWRWKHEHQHILWRIKWHRUJDQL]DWLRQRULQVQWLWLWRWL QDOGHYHORSPHQWLVWKHRYHUDFKLQJKHDGLQJIRUWKHILIWKVHFWLRQDQGORRNV in aspects of training and development that individuals can use to improve SURIHVVLRQ Chapter 12.
TEACHING AND TRAINING USERS
7KH ¿UVW SDUW RI WKLV FKDSWHU SURYLGHV D UHYLHZ RI WKH OLWHUDWXUH RQ WKH XVHV RI learning technologies in higher education in the UK, with particular reference to WKHLUXVHE\OLEUDULDQV:KLOVWWKHHHXJWKRU L¿FDQW developments in the use of learning technologies in other library sectors (for H[ DPSOHWKH.QRZOHGJH:HELQLWLDWLYH0/$WKH\FRQVLGHULWZRXOGQRW be possible to do justice to all within the scope of a chapter.As a starting point, librarians must be aware of the terminology of learning technologies in higher education and identify how they are used in their own institutions The general term "e-learning" is often used to refer to any use of information and communication technology to support and facilitate learning.
TEACHING AND TRAINING USERS OF UNIVERSITY LIBRARIES VIA LEARNING TECHNOLOGIES
At the end of the day, most staff were comfortable using the IWBs in their own teaching. However, EndNote is not a web-based resource, but is stored on the hard drive of the user's computer. The tutorial consists of an introduction to the software, instructions on using IHDWXUHVDQGSUDFWLFDOH[HUFLVHVDQGVKRXOGWDNHDERXWPLQXWHV7KHUHDUH VWHSVIRUXVHUVWRZRUNWKURXJKDWWKHLURZQVHUHQHMXHQLW relevant to the sections most relevant to their needs.
TRAINING FOR PEDAGOGICAL DEVELOPMENT
Appropriate methods of teaching and learning in the field and at the academic training level. This formative element requires an understanding of the review process, but it is often ignored or misunderstood by librarians. It is much better to focus on the application, relevance and applicability of the training.
FACILITATING INFORMATION LITERACY EDUCATION (FILE)
Therefore, information literacy, as a facilitator of social inclusion through personal and social empowerment, assumes the role of functional literacy for the twenty-first century (Andretta 2007b). Information literacy teaching, which is based on the process of recursive OHDUQLQJWKHUHIRUHUHTXLUHVDQHTXLYDOHQWSURFHVVRIUHÀHFWLRQRQSUDFWLFHWR is performed by the information literacy teacher. FACILITATING INFORMATION LITERATURE EDUCATION (DOSSIER) 59 .. For the purposes of this chapter, we will H[SORUHWKHEDVLFWHQHWVRIWKH5HODWLRQDODSSURDFKWRLOOXVWUDWHWKDWWKHG\QDPLFV of the learner-information relationship have an impact on the overall learning process H[SHULHQFH7KLVUHODWLRQVK LSLVV KRZQE\)LJXUH13DVHLWKHUDQH[WHUQDOKRUL]RQ or an internal , while the circle in the center represents the learner's central consciousness, also described as involvement in the phenomenon or process (Bruce 1997; Edwards 2006).
As a stand-alone CPD course, FILE addresses the information literacy training needs of information professionals. Another example of the information literacy community emerging from FILE is illustrated by the fruitful collaboration between the Learner Support Program (LSP) steering group, representing London Health Libraries, and the FILE co-ordinator (also author of this chapter). Identify diverse information literacy requirements of the users they support Develop a learning strategy that appropriately addresses the needs of a targeted group of users.
The individual presentation articulates the learning objectives for a specific information literacy activity mapped onto appropriate assessment strategies developed in response to the profile of the target audience (this group RIXVHUVLVGLIIHUHQWIURPWKHRQHFRYHUHGLQWKHWHDPSUHVHQWDWLRQ3OD\EDFNRI the video-recorded presentations are used as the main source of reflection the RYHUDOOSHUIRUPDQFHRIWKHSDUWLFLSDQWVDFFRPSDQLH GE\SHHUWXWRUEDVHGIHHGEDFN (Learning Outcome 2). More importantly, this course emphasizes the adoption of a range of information literacy frameworks to address the diversity of the users' professional needs and attitudes.
How Professionals Think in Action (Aldershot: Ashgate). 1997), 'The Information Literacy Debate', Journal of Academic Librarianship.
RESOURCE MANAGEMENT
PRESERVATION TRAINING
There is widespread documentation for the use of videos and other educational materials, not least that produced by the National 3UHVHUYDWLRQ2I¿FHDPRQJWKRVHOLEUDULHVZKRGRIIHUVRPHVWDIIWUDLQLQJ. The teaching must be based on a holistic policy, where conservation is balanced in relation to the use of the collections (Larsen 1997). Organization of events for users and 'friends' of the library Liaison with graphic artists and printers.
A preservation training program can thus be designed in line with the library's preservation policy and has clear objectives, both from the perspective of the library and those to be trained. The general procedures must be considered both from the individual's point of view and from the institution's point of view. Knowing the Need: Meeting the Need (Report on the State of Conservation of UK Library and Archives Collections.
Current Practice and Future Developments (Aldershot: Ashgate). 1988), "Teaching conservation in LIS schools in Great Britain" (British Library Research Paper 49) (London: British Library). Preserving Access to Digital Information Preservation Policies and Conservation in British Libraries: Report of the Cambridge University Library Conservation Project (London: British Library). Proceedings of the National Preservation Office Annual Seminar held on 26 October 1999 at the British Library in Thebridge, S.
DONHU$µ3UHVHUYDWLRQ¶LQ-+%RZPDQHG :DONHU$µ3UHVHUYDWLRQ¶LQ-+%RZPDQHG. 2004), 'The Malleability of Fire: Preservating Digital Preservation' in J.
MANAGEMENT OF ELECTRONIC RESOURCES
To first principles then and to defining the scope of the electronic resources with which we are dealing. Another scenario to consider is that there may not always be a centralized dedicated electronic resource team, but rather a number of staff spread across different established teams dealing with overlapping components of the puzzle. I hope most of these would be needed across all sectors of the information world.
Submission/presentation of the platform on which the electronic resources SUHVHQWHG DQG PDQDJHG IRU H[DPSOH XVHU LQWHUIDFH ± ZHE SRUWDO (50 systems. Full details of the above-mentioned event can be found on the UKSG website. UKSG's power is than LWHQFDSVXODWHVDOOSOD\HUVLQWKHVXSSO\FKDLQIRUH[DPSOHOLEUDULDQVSXEOLVKHUV subscription agents, technology vendors, and so on.
If end-user training is an important part of the electronic resource practitioner's job, CILIP offers numerous courses on presentation and training techniques. This is again a subscription-based JURXSEXWKHUHLWLVDQLQVWLWXWLRQDOQRWDSHUVRQDOVXEVFULSWLRQWKHPDMRUEHQH¿W which is that all staff of the institutions are considered members and as such EHQH¿WIURPWKHHYHQWGLVFRXQWWKDWLVDYDLODEOH. One of the most active of these is the Nowal Consortium4, based in the North West of England.
Otherwise, the opportunities that libraries have to become partners in delivering the organization's strategic goals in the HPHUJLQJHUDRIWKHGLJLWDOFDPSXVZLOOEHORVWDVRWKHUVWDNHKROGHUVWDNHXSWKH challenge.
SERVICES TO USERS
Public libraries in the UK have long developed services WR PHHW WKH QHHGV RI µGLVDGYDQWDJHG¶ SHRSOH VHH IRU H[DPSOH 0XGGLPDQ 2000; Coleman 1981; Clough and Quarmby 1978) – including only partial VXFFHVVIXO µFRPPXQLW\ OLEUDULDQVKLS¶ PRGHO RI WKH V DQG V VHH %ODFN and Muddiman 1997; Vincent 1986) – but this has had a renewed focus (and a new name) since 1997. 7KHHDUOLHVWXVHRIWKHWHUPµVRFLDOH[FOXVLRQ¶VHHPVWRKDYHEHHQE\5HQp/HQRLU the former French Secretary of State for Social Action, which he used in 1974 to UHIHUWRµ«LQ GLYLGXDOVDQGJURXSVRISHRSOHZKRZHUHDGPLQLVWUDWLYHO\H [FOXGHG from state social protection systems (e.g.
INCLUSION: TRAINING TO TACKLE SOCIAL EXCLUSION
It covers all kinds of differences that are not covered by legislation and focuses in particular on the needs of the individual. Community involvement is the process of involving communities in the design, development and management of services. QWHUHVWLQJO\ZKLOVWWKHVHDUHDVFOHDUO\UHODWHWRWKHWUDLQLQJUHTXLUHGIRUWDFNOLQJ VRFLDO H[FOXVLRQ QRWKLQJ VSHFL¿F DERXW WUDLQLQJ LQ GLYHUVLW\ LQFOXVLRQ RU ZLGHUSROLWLFDOD ZDUHQHVVDSSHDUVWRKDYHEHHQLGHQWL¿HGDWWKLVVWDJH,QGHHG while considerable investment was made in training to meet two sections of the Framework for the Future (Department of Culture, Media and Sport 2003 ) – 3HRSOH¶V1HWZRUNDQGUHDGHUGHYHORSPHQW±WKHUHKDVEHHQOHVVIRFXVJHQHUDOO\RQ WKHWKLUGVWUDQGZKLFKLQFOXGHVWDFNOLQJVRFLDOH[FOXVLRQ.
Q\WUDLQLQJQHHGVWKHVFRSHWREHDEOHWRµJRZLWKWKHÀRZ¶WRWDNHXS LVVXHV DV WKH\ DULVH WR SXUVXH VSHFL¿F SRLQWV VRPH H[DPSOHV IURP WKH pilots were funding sources; why travelers are considered to be social H[FOXGHGWKHUROHRIYROXQWHHUV+DYLQJDFRXUVHWKDWLVIDLUO\SUHVFULSWLYH is not the best approach – the materials, the PowerPoint presentations are necessary but we also need the opportunities to move outside of this .. ORWVVXJJHVWVWKDW WKH\ZRXOGIHHOYHU\XQHDV \ DERXWWDNLQJRQWKLVNLQGRIWUDLQLQJ5HVRXUFH 2003). Cabinet Office (2006), Reaching Out: An Action Plan on Social Exclusion (London: 2004), Welcome To Your Library Project: Developing Public Library Services for Asylum Seekers and Refugees in the London Boroughs of Brent, Camden, Enfield, Merton, Newham - Final Report (London: London /LEUDU\ 'HYHORSPHQW $JHQF\ KWWSZZZZHOFRPHWR\RXUOLEUDU\RUJXN FRQWHQWBILOHVILOHV:7
The Public Library and Social Exclusion – Volume 2: Survey, Case Studies and Methods, Library and Information Commission Research Report 86 (London: Resource). 3HDUFH1DQG3D[WRQ:HGVSocial Justice: Building a Fairer Britain (London: Politico's Publishing). ed.) (2000), Policy Responses to Social Exclusion: Towards Inclusion?%XFNLQJKDP2SHQ8QLYHUVLW\3UHVV. 7DYLVWRFN,QVWLWXWHBooks and Bytes: New Paradigms for the 21st Century Library – An Evaluation of the People's Network and ICT Training for Public Library Staff Program (London: Big Lottery Fund). 2004), Reflections on social exclusion: What is it.
DONHU$ DQG:DONHU & HGV Britain Divided: The Growth of Social Exclusion in the 1980s and 1990s (London: Child Poverty Action Group). :RRGFUDIW )RON µ3UHMXGLFH¶ >*OREDO 9LOODJH ZHEVLWH@ KWWSZZZ JOREDOYLOODJHRUJHQILQGBRXWBDERXWSUHMXGLFHSUHMXGLFH.
CUSTOMER SERVICE TRAINING
The intention is to provide an overview of training in customer service - what PHDQVDQGZKDWPDNHVVLWHIIHFWLYHDVZHOODVVKDULQJWLSVDQGLGHDVIRUVXFFHVV 7KH DSSHQGLFHV LQFOXGH VDPSOH SURJUDPPHV DQG D VRIHOHF[WFLHV can be included as part of the house's activities. This included discussions about the cultural change needed and the important issues to consider when developing customer service in an academic library. Developments such as services for users with special needs/social inclusion also require customer service training.
Raising awareness of the importance of customer service and the consequences if things go wrong. The interactive workshop is probably the most popular and common form of customer service training. At the time of writing there are 14 modules covering topics such as management skills, quality, marketing and promotion and customer service.
These are designed to emphasize the importance of customer service and reinforce the necessary people skills. Perhaps the most common form of customer service training is interactive. Other management actions that help encourage a culture of customer service include the development of service cards and statements.
H[SHULHQFH7KH8QLYHUVLW\RI MANAGEMENT
