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Call Us: development of a library Telephone Enquiry Service.

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Title: Call Us: development of a library Telephone Enquiry Service.
Authors: Burke, Liz1 lizburke@dodo.com.au, Beranek, Lea2 l.beranek@latrobe.edu.au
Source: Australian Library Journal. Aug2006, Vol. 55 Issue 3, p211-223. 13p.
Subject Terms: *Library public services, *Information services, *Information resources management, Library telephone reference services, Management information systems, Information science, Telecommunication systems
Geographic Terms: Carlton (Vic.), Victoria
Company/Entity: La Trobe University
Abstract: The authors detail the trial and piloting of a telephone enquiry service (TES) at the Bundoora Campus library at La Trobe University in order to attempt to resolve the balance between telephone and face-to-face enquiries at the library service desk. They investigated various options throughout 2001 and 2002 and settled on a centralised service model where telephone calls are redirected to a central number. This model was trialled and piloted in 2003 and 2004 before being implemented as a permanent feature of the library's service in 2005. [ABSTRACT FROM AUTHOR]
Copyright of Australian Library Journal is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Education Research Complete
FullText Text:
  Availability: 0
Header DbId: ehh
DbLabel: Education Research Complete
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AccessLevel: 6
PubType: Academic Journal
PubTypeId: academicJournal
PreciseRelevancyScore: 0
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  Data: Call Us: development of a library Telephone Enquiry Service.
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  Data: <searchLink fieldCode="AR" term="%22Burke%2C+Liz%22">Burke, Liz</searchLink><relatesTo>1</relatesTo><i> lizburke@dodo.com.au</i><br /><searchLink fieldCode="AR" term="%22Beranek%2C+Lea%22">Beranek, Lea</searchLink><relatesTo>2</relatesTo><i> l.beranek@latrobe.edu.au</i>
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  Data: <searchLink fieldCode="JN" term="%22Australian+Library+Journal%22">Australian Library Journal</searchLink>. Aug2006, Vol. 55 Issue 3, p211-223. 13p.
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  Data: *<searchLink fieldCode="DE" term="%22Library+public+services%22">Library public services</searchLink><br />*<searchLink fieldCode="DE" term="%22Information+services%22">Information services</searchLink><br />*<searchLink fieldCode="DE" term="%22Information+resources+management%22">Information resources management</searchLink><br /><searchLink fieldCode="DE" term="%22Library+telephone+reference+services%22">Library telephone reference services</searchLink><br /><searchLink fieldCode="DE" term="%22Management+information+systems%22">Management information systems</searchLink><br /><searchLink fieldCode="DE" term="%22Information+science%22">Information science</searchLink><br /><searchLink fieldCode="DE" term="%22Telecommunication+systems%22">Telecommunication systems</searchLink>
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  Data: <searchLink fieldCode="DE" term="%22Carlton+%28Vic%2E%29%22">Carlton (Vic.)</searchLink><br /><searchLink fieldCode="DE" term="%22Victoria%22">Victoria</searchLink>
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– Name: Abstract
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  Data: The authors detail the trial and piloting of a telephone enquiry service (TES) at the Bundoora Campus library at La Trobe University in order to attempt to resolve the balance between telephone and face-to-face enquiries at the library service desk. They investigated various options throughout 2001 and 2002 and settled on a centralised service model where telephone calls are redirected to a central number. This model was trialled and piloted in 2003 and 2004 before being implemented as a permanent feature of the library's service in 2005. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
  Label:
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  Data: <i>Copyright of Australian Library Journal is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=ehh&AN=24568884
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        Value: 10.1080/00049670.2006.10721853
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      – Code: eng
        Text: English
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        PageCount: 13
        StartPage: 211
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      – SubjectFull: Library public services
        Type: general
      – SubjectFull: Information services
        Type: general
      – SubjectFull: Information resources management
        Type: general
      – SubjectFull: Library telephone reference services
        Type: general
      – SubjectFull: Management information systems
        Type: general
      – SubjectFull: Information science
        Type: general
      – SubjectFull: Telecommunication systems
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      – SubjectFull: Carlton (Vic.)
        Type: general
      – SubjectFull: Victoria
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      – SubjectFull: La Trobe University
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      – TitleFull: Call Us: development of a library Telephone Enquiry Service.
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            NameFull: Beranek, Lea
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              Text: Aug2006
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              Y: 2006
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