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Alan W. AldrichI. D. Weeks Library
University of South Dakota
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Analysis of different models of referenceDesign of a collaborative workstation◦Easily implemented◦Inexpensive◦Appreciated by patrons and librarians◦Multiple uses
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Access AccuracyAuthority IndividualismInstruction KnowledgeTimeliness Thoroughness
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Structure +
Values =
Outcomes
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Traditional Reference Desk/StationTeaching Library ModelRoving Reference
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Physical desk or stationComputer workstation(s)Synchronous in locationSynchronous in time
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Access Accuracy Individualism Knowledge Timeliness
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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
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Computer equipped classroomOne workstation per studentMaster workstation under control of
librarianSynchronous in timeSynchronous in place (physically)Asynchronous in the search space
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AuthorityCritical ThinkingKnowledgeInstructionThoroughness
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Values of accuracy, timeliness, and individualism deemphasized
Control/expertise paradigm reinforced
Lack of socially constructed knowledge ala Vygotsky
Lack of active learning
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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
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AccessAccuracyIndividualizationKnowledgeTimeliness
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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
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Email referenceInstant Messenger (IM) referenceChat reference
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Asynchronous for locationAsynchronous for timeLoss of most communication
channelsLoss of question negotiation
(Pomerantz, 2005)
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AccessAccuracyIndividualismTimeliness
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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
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Freeware or commercial softwareAsynchronous for locationSynchronous for timeLoss of most communication channels
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AccessAccuracyIndividualismTimeliness
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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
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Asynchronous locationSynchronous communicationSome to many communication channels
availableShared interface
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AccessAccuracy Individualism Instruction(facilitated by the structure)Thoroughness
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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).
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to facilitate instruction?that is simple?that is inexpensive?that is practical?that supports the values of reference?
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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.