alan w. aldrich i. d. weeks library university of south dakota
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Alan W. AldrichI. D. Weeks Library
University of South Dakota
Analysis of different models of referenceDesign of a collaborative workstation◦Easily implemented◦Inexpensive◦Appreciated by patrons and librarians◦Multiple uses
Access AccuracyAuthority IndividualismInstruction KnowledgeTimeliness Thoroughness
Structure +
Values =
Outcomes
Traditional Reference Desk/StationTeaching Library ModelRoving Reference
Physical desk or stationComputer workstation(s)Synchronous in locationSynchronous in time
Access Accuracy Individualism Knowledge Timeliness
Instruction is deemphasizedThoroughness is deemphasizedReference librarian as expertPatron is dependent (Doherty, 2006).Lack of co-browsing or collaborationLack of socially constructed knowledgeLack of active learning
Computer equipped classroomOne workstation per studentMaster workstation under control of
librarianSynchronous in timeSynchronous in place (physically)Asynchronous in the search space
AuthorityCritical ThinkingKnowledgeInstructionThoroughness
Values of accuracy, timeliness, and individualism deemphasized
Control/expertise paradigm reinforced
Lack of socially constructed knowledge ala Vygotsky
Lack of active learning
Lack of a fixed desk or supplements a traditional reference point
Mobile devices to extend the reach of reference
Devices located near the stacksDedicated staffing
AccessAccuracyIndividualizationKnowledgeTimeliness
Meeting patrons at the point of needMeeting patrons at the place of needOpportunities for collaboration i.e., co-
browsingVery short interactionsNeed to pass patron off to a traditional
reference desk Instruction is deemphasized
Email referenceInstant Messenger (IM) referenceChat reference
Asynchronous for locationAsynchronous for timeLoss of most communication
channelsLoss of question negotiation
(Pomerantz, 2005)
AccessAccuracyIndividualismTimeliness
Can be a long delayGood for questionsNot as good for detailed help due to
asynchronous response timesInstruction not valued due to
timeliness concernsThoroughness not always valued
Freeware or commercial softwareAsynchronous for locationSynchronous for timeLoss of most communication channels
AccessAccuracyIndividualismTimeliness
Immediate and real time interaction Good for quick questions/short answers Uses the tools younger patrons are familiar
with Interaction limited to only text, hypertext
links, files, and emoticons Question negotiation (Pomerantz, 2005) is
limited Instruction deemphasized
Asynchronous locationSynchronous communicationSome to many communication channels
availableShared interface
AccessAccuracy Individualism Instruction(facilitated by the structure)Thoroughness
Can enable co-browsing Immediate and real time interaction Potential for real collaboration and
interactive learningHigh costs of software and trainingDual staffing - need to have chat ref
separate from the physical reference desk (Pomerantz, 2005).
to facilitate instruction?that is simple?that is inexpensive?that is practical?that supports the values of reference?
Doherty, J. (2006). Reference interview or reference dialog? Internet Reference Services Quarterly, 11(3), 97-109.
Pomerantz, J.(2005). A conceptual framework and open research questions for chat-based reference service. Journal of the American Society for Information Science and Technology, 56(12), 1288-1302.
Tyckoson, D. A. (2001). What is the best model of reference service? Library Trends, 50(2), 183-196.
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