technological advances in reference work
DESCRIPTION
Presented by Marian Ramos at PAARL’s National Summer Conference on the theme "Superior Practices and World Widening Services of Philippine Libraries", held at Dao District, Tagbilaran City, Bohol, 14-16 April 2010TRANSCRIPT
Technological Advances in Reference Work
Superior Practices and World Widening Services of Philippine Libraries
PAARL National Summer Conference 14‐16 April 2010 Tagbilaran City, Bohol
Technological Advances in Reference Work 15 April 2010 2
Overview
Changing nature of referenceVirtual reference servicesDevelopments in virtual reference servicesIngredients of great virtual reference servicesRoles of reference librariansPrivacyConclusion
Technological Advances in Reference Work 15 April 2010 3
User’s Feedback on Reference[1/2]
“Good service, friendly folks.
I like the flashing chat box, so I can do other stuff while waiting”
“Good service, friendly folks.
I like the flashing chat box, so I can do other stuff while waiting”
“It was wonderfully helpful to be
able to contact a librarian quickly and
easily from my desk.”
Source:(Kaske, 2003)
Technological Advances in Reference Work 15 April 2010 4
User’s Feedback on Reference[2/2]
“The process was extremely responsive, answered all my questions and thus saved me a lot of time in my
research process.”
“The process was extremely responsive, answered all my questions and thus saved me a lot of time in my
research process.”
“This service rocks!”
“This service rocks!”
Source:(Kaske, 2003)
Technological Advances in Reference Work 15 April 2010 5
Changing Nature of Reference
Information technologies have facilitated traditional reference process and made it more effective
Reference service stretches far beyond the walls of the library
[1/2]
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Changing Nature of Reference
24/7 Ask-a-Librarians through virtual reference
24/7 access to electronic resources via library websiteWith ICTs, accessing and using the library is more convenient and less threatening
[2/2]
Technological Advances in Reference Work 15 April 2010 7
Changing Nature of Reference
New models of reference to meet different generational user needs
Additional points of service
Still personal service although not necessarily face-to-face
[2/2]
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Factors Driving Change
Shrinking budgets
– Strategies• Trimming hours
• Merging departments
• Consolidating service points• Hiring freezes• Use of fixed‐term appointments
• Hiring entry‐level rather than experienced librarians
[1/4]
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Factors Driving Change
The Millenials
– Almost 70 million people were born between 1977 & 1994
– Characteristics• Visually oriented• Easily bored• Very demanding
• Used to having the best of every thing• Tech savvy
[2/4]
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Factors Driving Change
The Millenials and libraries
– Desire instant gratification– Are achievement oriented– Expect to be rewarded on own
merit – Multitaskers– Expect nomadic, anytime,
anywhere communication
[3/4]
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Factors Driving Change
Technology
– High-speed wireless access to Internet
– Circulating laptops in the library– Use of personal digital assistants
(PDA)– Web 2.0 tools
[4/4]
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Responses to the New Information Environment
Virtual reference services
Web portals/gateways
Searchable frequently asked questions (FAQ) databases
Online tutorials
Roving reference
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Virtual Reference Servicesis reference service
initiated electronically, often in real-time, where
patrons employ computers or other Internet technology to communicate with reference
staff, without being physically present
[1/2]
(RUSA, 2004)
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Communication channels used frequently – chat, videoconferencing, Voice over IP
(VoIP), co-browsing, e-mail, Second Life (SL)
– instant messaging (IM), blogs, podcasting, wikis, tagging, and Social Networking Sites (SNS)
Virtual Reference Services[1/2]
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Use of electronic sources in seeking answers is NOT of itself virtual referenceVirtual reference queries are sometimes followed-up with telephone, fax, in-person andregular mail interactions, even though these modes of communication are not considered virtual
Virtual Reference Services[2/2]
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Virtual Reference Services Model
VirtualReferenceServices
Syn-chronous/Asyn-chronousDirectReference Services
OnlineIndirect Reference Services
Information Services
Library Instruction
Reference Sources Selection
Provision the Bibliographies, etc
Reference Sources Evaluation
WikiBlog
IMPodcasting
SNSVideo
Conferencing
emailWeb form
ChatVoIPSMS
Second Life
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Framework of Virtual Reference Services
Reference Librarian Users
RS 2.0
Reference Librarian Users
Reference Librarian Users
RS 2.0
Reference Librarian Users
RS 1.0
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Reasons for Virtual ReferenceIncrease your library’s visibility and Web presence (not just library’s website!)
Make your library the first choice for high-quality reference service
Reach new patrons
Serve patrons where they are
Technological Advances in Reference Work 15 April 2010 19
Advantages vs Disadvantages
AdvantagesImmediate assistance for remote usersReal time VRS is better than email for conducting reference interview
DisadvantagesAdditional staff
Less flexible schedule
Lack subject expertise
No visual or auditory cues
[1/2]
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Advantages vs DisadvantagesAdvantages
Remains anonymousAwareness of the library among the user community
DisadvantagesLess interactiveTyping is slowSome logoff before you finish answeringSlow communications
[2/2]
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Developments in Virtual Reference Services
Asynchronous digital reference– Patron submits a question and the librarian
responds at a later time – Examples: Email, Web Form
Synchronous digital reference– Patron and librarian communicate in real time– Examples: Chat, Voice over IP, Video
Conferencing, SMS, IM
Technological Advances in Reference Work 15 April 2010 22
Tools for Virtual Reference
Technological Advances in Reference Work 15 April 2010 23
Who’s Doing Virtual Reference Services?
1999150 academic libraries, 45% offered VRS (Janes, Carter and Memmott, 1999)
122 ARL Libraries, 96% provided VRS(L. Goetsch, 1999)
2000140 academic libraries, 45% offered VRS (MD White, 2000)
2001121 ARL Libraries, 29% provided real time reference (Tenopir and Ennis, 2001)
[1/3]
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2010
176 US libraries offer SMS reference services
10 US libraries provide VoIP or Voice over IP
Who’s Doing Virtual Reference Services?
[2/3]
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2010 Libraries using IM
Asia & Oceania- 21
US -
Canada- 47
Middle East- 2
Europe- 21
Africa- 1
Who’s Doing Virtual Reference Services?
[3/3]
In the Philippines, 5 academic libraries and 1
public library are using IM RS, namely:
ADMNUADNUCEU
DLSU ManilaQC Public Library
UP Diliman
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Instant Messaging
ProsYou can check to see if the other librarian is signed onKeeps statisticsNo software download (sometimes)Alerts until patron is picked upOne public identity to multiple staff identities is transparentPatrons do not need to register with commercial entity
ProsInstalled user baseFamiliar to usersEncourages repeat use via buddy listPerceived as friendly and informalEasy to get started and use
Commercial Chat VS
[1/2]
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Instant Messaging
ConsUnstableNot as intuitive to users not already familiar with virtual reference Librarian-side configuration can be difficult
ConsShift change unclearStats are kept manuallyAdministration-side configuration can be difficultAlerting is not always alertfulSpam/virusesPatrons must register with commercial entity (ex. AOL)
Commercial Chat VS
[2/2]
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Popular IM ServicesMeebo
RefChatter
Jabber
MSN
Yahoo
Gaim
Trillian
ICQ
gTalk
LibraryH3lp
AIM
Plugoo
Digsby
Technological Advances in Reference Work 15 April 2010 29
Chat Service Agents and Vendors
Multiple online agents
Cisco
Lucent
eGain
Netagent
LivePerson
HumanClick
WebAgent
Webline
Software vendors
24/7 Reference
DOCUTEK Information Systems Inc.
Questionpoint
LivePerson
LSSI Library Systems & Services
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Short Messaging Service (SMS)A service available on most digital mobile phones
Permits people to send short messages between – Mobile phones– Other handheld devices – Landline telephones
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Curtin University’s SMSUsers: Curtin students and staff with a text-enabled
mobile phone Scope: 1 SMS equals 160 characters per hourCost : 25 cents (Aus$) per message to Curtin Library
service (standard rate for SMS sent to anyone)Report on findings:
200+ queries in 6 months87% received during library opening hours71% were explanatory type of reference
questions Patron feedback:
– Easy to use (4.2 out of 5) – 100% of clients did not have any problems – 92% claimed they would use it again
[1/2]
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Curtin University’s SMS[2/2]
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Video ConferencingLibrarians and users are able to see each other in one window of the monitor through a camera
Web sites or other electronic resources can be displayed in another window on the monitor
[1/3]
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Video ConferencingUC Irvine Science Library (1997):
Provided the service to medical students who are working in a computer lab, one hour a day, mostly on Medline searchingApple VideoPhone Kit (software, camera, microphone, color conferencing capability, Internet, Timbuktu Program)
[2/3]
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Video ConferencingUC Irvine Science Library (1997)
Audio, video,chatwindow, whiteboardStudents’ comments– Excited about this high-tech– Wanted document delivery of full-text articles
[3/3]
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Video Conferencing SoftwaresA combination of chat software, audio and video applications2 kinds of software– Software for writing classes– Software for businesses to hold conferences
ExamplesDaedalus Microsoft NetShowGroupWise Microsoft NetMeetingWeb Publisher Reilly WebBoardNorton Connect Net
Technological Advances in Reference Work 15 April 2010 37
Voice over Internet Protocol (VoIP)
Since 2003 IM services have voice components, MSN Messenger, AOL IM, Yahoo MessengerProvides free or low-cost talk on internet– Negative - call other Internet users using the
same software program– Positive - make calls to land and cellular-
based phones for a modest feeNew programs– Skype, Google Talk
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VoIP: SkypeAllows people to talk and IM for free using PC-to-PC connectionsConnections require someone else to have Skype softwareUsers are identified through names instead of numbersSkypers use headsets and microphones attached to the computersSoon to offer video and other communication services
Technological Advances in Reference Work 15 April 2010 39
VoIP: gTalk
Technological Advances in Reference Work 15 April 2010 40
Virtual WorldsUsers of a virtual world are represented by an avatar, a 3D version of a character that may be a humanoid or an animalVirtual worlds can be reality based, fantasy based or mixElements: shared space, graphical user interface, immediacy, interactivity, socialization or community
Technological Advances in Reference Work 15 April 2010 41
Virtual World: Second Life (SL)In 2006, Alliance Library System in Illinois was the first library system to make major inroad in the virtual world of SL; called Info Island
Now Info Archipelago comprising over 40 libraries
[1/4]
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Virtual World: Second Life (SL)Second Life is a 3D virtual world that contains both elements of fantasy and reality
Has a strong social community
Created by Linden Labs in 2003
Over 14 millions of accounts created
[2/4]
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Virtual World: Second Life (SL)In SL, communication is primarily accomplished through chat and IM
Chat is text-based communication and anyone within a 20 virtual meter radius can “hear” or read, what is being typed
IM is used for private communication
[3/4]
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Virtual World: Second Life (SL)Residents can create objects, allowing them to construct whatever environment they wish
Why SL in libraries?
– “to truly serve their users in the best possible way, they have to be somewhere and everywhere” Janes, 2000
[4/4]
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E-mail and Web Form Describe the services offeredInclude types of questions it handles, or does not handleFrequent checking of mailbox Response timeConfidentialityPrioritiesStatistics are keptService can be evaluated
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Searchable FAQs Databases24/7 access to search FAQs database which contains reference questions and answers
Self-service web-based with simple search interface and link from the library webpage
Eliminate redundancy in answering basic questions
[1/2]
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Searchable FAQs DatabasesReduce staff numbers and hours required for a chat/IM and e-mail service
35% wanted the FAQ to be automatically searched when a question was received
15% wanted access to stored FAQs (Shaw and Spink, 2009)
[2/2]
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Social Networking Sites (SNS)Facebook– Use as a library marketing tool– Current awareness services– Venue to receive and answer reference
questions
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Technological Advances in Reference Work 15 April 2010 50
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Online TutorialsDesign to users who might be reluctant to ask for face-to-face assistance
24/7 access
Disadvantages– Users must be highly motivated– Obviously removed from a social
context
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Collaborative Virtual Reference Services
Extend hours of coverage of participants to 24/7
Cooperation and collaboration, informal or network arrangement
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Ingredients for Great VRSGoals– Goals give shape, and purpose. They
lead us in the direction of measurable accomplishments and success.
Policies– Have policies reflect competencies– Policies should explain why it’s
necessary to perform certain steps– Make sure policies are understood!
[1/3]
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Ingredients for Great VRSCompetencies– Librarians should have a clear
understanding of “know how’s”– Technical skills– Reference interview– Resources at your fingertips– Subject specialists– How much is too much?
[2/3]
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Ingredients for Great VRSTraining
Assessment
Communication– Create a staff web page to post
policies, training documents, meeting– Engage staff in discussions that focus on
characteristics of successful online reference transaction
[3/3]
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Reference StaffProactive
Knowledgeable
Well-trained active listeners
Able to respond to all inquiries
Neutral in their opinion about the information provided
Multi-tasker
Able to write concise messages
[1/2]
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Reference StaffAble to deal with stress and demanding user
Must possess interpersonal skills
Treat patrons’and colleagues’online communication as private and confidential
[2/2]
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Roles of Reference LibrariansThe filterer responding to repeated and trivial questions
An answerer concentrating on more complicated questions
[1/2]
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Roles of Reference LibrariansThe administrator ensuring smooth service operations, adding answers to the FAQ database, creating user accounts, and performing other technical tasks
A coordinator defining and implementing policies and procedures, and initiating service improvement
[2/2]
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Privacy in Virtual ReferenceVirtual reference communications between patrons and library staff should be private except as required by law
Data gathered and maintained for the purpose of evaluation should protect patrons’ confidentiality
(RUSA, 2004)
[1/4]
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Privacy in Virtual ReferenceIt is recommended that patrons’personal identifiers, such as name, e-mail, etc. be stripped from transaction records. Stripped records may be maintained for statistical and evaluative purposes
Libraries need to develop retention schedules and privacy policies for their virtual reference transactions (RUSA, 2004)
[2/4]
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Privacy in Virtual ReferencePatrons should be advised whether a record of the transaction will be retained, and what, if any, personal information will be stored with the transaction log
Privacy policies and transcript retention schedules should be publicly available
(RUSA, 2004)
[3/4]
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Privacy in Virtual ReferenceReference transactions may be used in the creation of databases and FAQs but care should be taken to maintain the privacy of patrons and the confidentiality of patrons’inquiriesData gathered and maintained for training purposes and for publicizing the service should also protect patron confidentiality
(RUSA, 2004)
[4/4]
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ConclusionBooks are for use
Every reader his book
Save the time of the reader
Use technology intelligently to enhance service
Protect free access to knowledge
Library is a living organism, adopt change
[1/2]
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Conclusion“Digital reference is just one tool, and, like every other tool, it has its place, its strengths, and its weaknesses. It is no more "THE answer" to all reference transaction needs than any other tool.”Technology is evolving –virtual reference will look different in the future
[2/2]
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“the user is not remote, it is the library that is remote from the user.”
‐ (Lipow, 1999)
“the user is not remote, it is the library that is remote from the user.”
‐ (Lipow, 1999)
Digital reference matters but it will not if we: do it badlydo it alone
do it only one waydo it in secret
do it too slowlyor from a position of fear
- Joe Janes
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BibliographyALA. (2004). Guidelines for implementing and maintaining virtual reference
services. Chan, Diana. (2005). Virtual reference service : an overview. Fritch, John W. (2001). The emerging reference paradigm : a vision of reference
services in a complex information environment. Library Trends. 50(2) :286-300Godfrey, Krista. (2008). A new world for virtual reference. Library Hi Tech, 26(4)
: 525-539Kern, M. Kathleen. (2009). Virtual reference best practices : tailoring services to
your library. USA: ALALuo, Lili. (2008). Reference service in Second Life : an overview. Reference
Services Review, 36(3) : 289-300Online reference from Library success: a best practices wiki. Wikipedia. Accessed 4
April 2010Pfahl, Carla Steinberg. (2005). Best practices in online reference services. Shaw, Kate and Spink, Amanda. (2009). University library virtual reference services
: best practices and continuous improvement. Australian Academic & Research Libraries, 40(3) : 192-205
Singh, Diljit. (2004). Reference services in the digital age. Paper presented at the Conference on Library Management in the 21st Century at the Ateneo de Manila University, 29-30 March 2004
Tajer, Pegah.(2009). Reference service 2.0 : a proposal model for reference services in Library 2.0. Presented in the 7th International CALIBER 2009, India. 26 February 2009
Zabel, Diane. (2005). Trends in reference and public services librarianship and the role of RUSA : part one. Reference & User Services Quarterly, 45(1) :7-10
Zabel, Diane. (2005). Trends in reference and public services librarianship and the role of RUSA : part two. Reference & User Services Quarterly, 45(2) : 104-107
Technological Advances in Reference Work 15 April 2010 68
Thank You for Your Attention
Technological Advances in Reference Work 15 April 2010 69
Contact Information
Miss Marian S. RamosReference LibrarianThe University LibraryUP DilimanTel : 981.8500 loc 2861Email : [email protected]