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Beyond library spaces: the first decade of the National Library of Technology (NTK) in the new building
Chodounská, Alena ; Firsova, Naděžda ; Martinová, Olga
During the last decade, National Library of Technology (NTK) has become an integral part of the Prague Dejvice campus. The library building, which had almost one million visits in 2019, is very popular, especially among university students, both domestic and international. The library’s inspiring study spaces and facilities, together with its position in the very heart of campus, are a great advantage for fulfilling our mission of supporting students, professors and researchers. However, in order to become a real hub of STEM information and their efficient transfer to the education and research processes, besides the great building and high-quality information sources, a crucial role belongs to user services and the people who provide them. This presentation focuses on the methods used in observing the information needs and habits of NTK’s patrons and students on campus as well as on evaluation of our users’ experiences. These findings are instrumental for continuous and agile space design adaptations and the improvement of service that support academic and professional growth, inquisitiveness, and the competitiveness of our patrons.
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Beyond Academic Support: using a CRM System to Enhance the Value of Academic Services and Improve Internal Training
Chodounská, Alena ; Ryzhkov, Alexey
This case study from National Library of Technology in Prague describes the use of customer relation management (CRM) software by the User Support Team in order to keep a record of provided academic support services provided and—most importantly—to ensure continuous improvement and appropriate analysis of these services. The CRM system helps to identify gaps in student support services, and inspires the development of new services. It is also used to enhance peer-to-peer personal knowledge exchange within the team. Last but not least, the essence and value of our support has been “materialized” in the form of the CRM system and can be easily communicated with our stakeholders.
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A few steps from help, a few clicks from the source: support of students in the National Library of Technology
Chodounská, Alena
Případová studie s popisem jednoho dne fiktivního uživatele Národní technické knihovny (NTK), která vznikla na základě poznatků získaných prostřednictvím dvou mystery visitingových šetření, dvou etnografických studí a několikaleté praxe s poskytováním služeb. Umožňuje získat představu o benefitech, které uživateli používání prostor knihovny přináší, a nastiňuje potenciální přínos, který by mohl mít z komplexního využití nabízených zdrojů a služeb, které zůstávají často nerozpoznané anebo nevyužité. Již nyní by se měly akademické knihovny připravovat na budoucí studenty, kteří nastoupí ke studiu v příštích dvaceti letech.
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Business from 38th Annual IATUL Conference Bozen 2017
Krueger, Stephanie ; Chodounská, Alena
IATUL’s 2017 theme was Embedding Libraries – Service and Development in Context. Over 120 attendees from many countries worldwide attended this year’s conference. Dr. Krueger presented a paper entitled Letting Traditional Boundaries Blur: A Case Study in Co-Developing STEM “Excellence” Courses and moderated a session on Thursday at the request of conference organizers. Speakers at the moderated session were from the Technical University of Munich and the German National Library of Science and Technology in Hannover.
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