Digital Reference Services

in the

Public Library

Nancy O’Neill Santa Monica Public Library

Oneill@pen.ci.santa-monica.ca.us

MCLS 247 Reference Project

Information: Susan McGlamery smcglamery@mclsys.org

eGain Interactive Software Overview

Logging in

Starting a session

Using eGain Interactive Software

Monitoring the libraries’ Waiting Rooms

Waiting Room

Client information

Shared Content Area

Controls

Librarian’s Window

Participants, Chat, Scripts, Web Pages

Librarian’s Tools

Chat

Share Web pages

Librarian’s Chat and Shared Pages

Window

Client’s Window

From the Library Web page

To the interactive connection

Client’s dialog box

Client’s Web page

Client’s Window

Client’s question

Escorting the Client

Ending the session

Client’s transcript of the session

How Digital Reference Works in the Public Library

Nancy O’Neill

Santa Monica Public Library oneill@pen.ci.santa-monica.ca.us

Some Preliminary considerations• How does digital reference service fit into

the library mission?

• Is there “buy-in” from administration and staff? How does digital reference fit into the institutional culture?

• Does the appropriate technology infrastructure exist?

Digital Reference at Santa Monica Public Library

• 1989 Email reference through Santa Monica Public Electronic Network (PEN)

• July 2000 Interactive reference through Metropolitan Cooperative Library System 24/7 Reference Service

• March 2000 Collaborative Digital Reference Service through Library of Congress initiative

Organization

Services

Staff

Schedule

Training

PoliciesEvaluation

Services

• Email reference service – emulates reference desk model– no extensive research– document delivery available– universal service; no authentication required

Services

• Interactive reference service– emulates telephone reference model– emphasis on ready reference using Web and

electronic resources– document delivery available– universal service; no authentication required

presently

Services

• CDRS– emulates reference desk service– emphasis on full range of library resources– document delivery available– universal service

Staff

• Professional librarians

• Experienced in all phases of reference work

• Comfortable and skilled with technology

• Fearless! Risk-takers.

Schedule

• Test client preference

• Coordinate with consortium

• Rotate staff assignments– Reference Desk– Telephone Reference– Virtual Reference

Training• Rethink the reference interview• Set service guidelines; strive for consistent

quality• Be aware of licensing issues for electronic

resources• Plan on frequent training reviews• Understand that digital reference requires a

different skill set

Policies

• Maintain a frequently updated set of written policies

• Coordinate digital reference policies with those of other reference services

• Consider the values and culture of the institution

Evaluation

• Develop evaluative instruments for staff and clients

• Try a use survey

• Randomly check responses sent to clients for quality control

• Use evaluations as a training and planning tool

Implications of Digital Reference Services in a Public Library

• What happens to traditional “core service” concepts ?

• Can the institution reallocate resources?

• Can staff make the transition?

• When will the institution see the benefits?