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

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)

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!”

Source:(Kaske, 2003)

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

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

New models of reference to meet different generational user needs

Additional points of service

Still personal service although not necessarily face-to-face

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

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

The Millenials and libraries

– Desire instant gratification– Are achievement oriented– Expect to be rewarded on own

merit – Multitaskers– Expect nomadic, anytime,

anywhere communication

Technology

– High-speed wireless access to Internet

– Circulating laptops in the library– Use of personal digital assistants

(PDA)– Web 2.0 tools

Responses to the New Information Environment

Virtual reference services

Web portals/gateways

Searchable frequently asked questions (FAQ) databases

Online tutorials

Roving reference

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

(RUSA, 2004)

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]

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]

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

Framework of Virtual Reference Services

Reference Librarian Users

RS 2.0

RS 1.0

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

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

Advantages vs DisadvantagesAdvantages

Remains anonymousAwareness of the library among the user community

DisadvantagesLess interactiveTyping is slowSome logoff before you finish answeringSlow communications

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

Tools for Virtual Reference

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)

176 US libraries offer SMS reference services

10 US libraries provide VoIP or Voice over IP

2010 Libraries using IM

Asia & Oceania- 21

Canada- 47

Middle East- 2

Europe- 21

Africa- 1

In the Philippines, 5 academic libraries and 1

public library are using IM RS, namely:

ADMNUADNUCEU

DLSU ManilaQC Public Library

UP Diliman

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

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

Popular IM ServicesMeebo

RefChatter

Jabber

Trillian

LibraryH3lp

Plugoo

Digsby

Chat Service Agents and Vendors

Multiple online agents

Lucent

Netagent

LivePerson

HumanClick

WebAgent

Webline

Software vendors

24/7 Reference

DOCUTEK Information Systems Inc.

Questionpoint

LivePerson

LSSI Library Systems & Services

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

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

Curtin University’s SMS[2/2]

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

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)

Video ConferencingUC Irvine Science Library (1997)

Audio, video,chatwindow, whiteboardStudents’ comments– Excited about this high-tech– Wanted document delivery of full-text articles

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

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

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

VoIP: gTalk

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

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

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

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

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

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

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

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)

Social Networking Sites (SNS)Facebook– Use as a library marketing tool– Current awareness services– Venue to receive and answer reference

questions

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

Collaborative Virtual Reference Services

Extend hours of coverage of participants to 24/7

Cooperation and collaboration, informal or network arrangement

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!

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?

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

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

Reference StaffAble to deal with stress and demanding user

Must possess interpersonal skills

Treat patrons’and colleagues’online communication as private and confidential

Roles of Reference LibrariansThe filterer responding to repeated and trivial questions

An answerer concentrating on more complicated questions

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

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)

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)

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)

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)

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

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

“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

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

Thank You for Your Attention

Contact Information

Miss Marian S. RamosReference LibrarianThe University LibraryUP DilimanTel : 981.8500 loc 2861Email : msramos@up.edu.ph

updgenref@gmail.com

Technological Advances in Reference Work

Education

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