Information Technology Reference
In-Depth Information
Assertive
This level of service addresses the known information needs of clientele as
identified by an information needs analysis. The assertive level of service anticip-
ates information need and adds value to the information in order to enhance diffu-
sion and utilization. A close working relationship between information profession-
als and clientele is essential for this level of service.
An example is the delivery of information to clientele without their asking; a uni-
versity librarian e-mails a faculty member a newly arrived journal article for a liter-
ature review the professor is preparing. A school library media specialist, knowing
the calendar of subjects to be taught to seventh-grade history students, arranges
a meeting with history teachers to plan a history unit that integrates the teaching of
note-taking skills.
The keys to an assertive level of service are (1) systematic collection of commu-
nity data, from which needs and interests are inferred; (2) development of a cus-
tomized collection; and (3) dissemination of information to meet the inferred and
expressed needs. The central focus of this level of service is the community and
its people (Greer and Hale 1982, 359-360).
These levels of service can be applied to the various information functions or
services described earlier in this chapter. Those services can be provided at differ-
ent levels, as depicted in Table 7.1.
Table 7.1
Information Services and Levels of Service
Function
Passive Level
Reactive Level
Assertive Level
A collection of
resources is
provided.
Services are
provided when re-
quested by clientele.
Based on a needs assessment, client
needs are anticipated and value-added
service is provided.
Educational
Cultural
Research
Recreational
Informational
Bibliographic
The Table 7.1 matrix is a model for considering the variety of services that can
be offered in a library or information agency. The analysis of need and the devel-
opment of services in response are the essence of the library and information pro-
Search WWH ::
Custom Search