Librarians in Digital Conversations

Creating effective real-time connections between researchers and resources

Joseph M. YapCoordinator, IMSDLSU

Objectives

Introduce online reference assistance and the use of social networking sites in providing real-time information services.

Cite some examples of online reference assistance being used by difference libraries here and abroad.

VRS/DRS Movement

1980s – beginning of VRS/DRS (Han & Goulding, 2003).

1996 – started as a Digital Reference Resource Development project of the ERIC Clearinghouse on

Information and Technology.

1999 –VRS/DRS was new in the field. There was a fear that trained librarians will be replaced by

other experts.

Ask.com

http://en.wikipedia.org/wiki/Ask.com

Communication Tools

Synchronous vs Asynchronous

https://www.youtube.com/watch?v=ONGtUTGc9sE

Virtual reference is 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.

Communication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging. (RUSA Guidelines for Implementing and Maintaining Virtual Reference Services, 2010 [PDF])

http://www.ala.org/tools/libfactsheets/alalibraryfactsheet19

Digital reference

Reference services requested and provided over the Internet, usually via e-mail, instant messaging ("chat"),

or Web-based submission forms, usually answered by librarians in the reference department of a library

sometimes by the participants in a collaborative reference system serving more than one institution.

http://www.abc-clio.com/ODLIS/odlis_d.aspx#digitalref

DRS GuidelinesReference and User Services Association, 2004

“Virtual reference should be undertaken with a view to the long-term integration of the service

with the rest of the institution's reference services. Even at the planning or pilot phases, virtual

reference should not be treated as an ad hoc service.”

http://www.ala.org/rusa/resources/guidelines/virtrefguidelines

PREPARE (INFRASTRUCTURE,

BUDGET, ETC.)

ESTABLISH POLICY AND GUIDELINES

TRAINING OF PERSONNEL

IDENTIFY LIST OF COMPETENCIES

OBSERVE BEHAVIORAL

PERFORMANCEMARKETING

EVALUATION

Competencies

Access

a) Responsiveness

b) Organization and Design of Services

c) Critical Thinking and Analysis

Knowledge Base

a) Environmental Scanning

b) Application of Knowledge

c) Dissemination of Knowledge

d) Active Learning

Marketing/Awareness/Informing

a) Assessment

b) Communication and Outreach

c) Evaluation

Collaboration

a) Relationships with Users

b) Relationships with Colleagues

c) Relationships within the Profession

d) Relationships beyond the Library and the Profession

Evaluation of Assessment and Resources

a) User Needs

b) Information Services

c) Service Delivery

d) Information Interfaces

e) Information Service Providers

Behavioral Performance

Visibility/Approachability

Provides prominent, jargon-free pointers to all forms of reference services via the library's web or mobile site.

Responds in a timely fashion to remote queries.

Interest

Acknowledges user questions in a timely manner.

Maintains regular online or voice contact with the patron to convey interest and provide assurance that the query is still viable and a response is forthcoming.

Signals an understanding of the patron’s need.

Listening/InquiringUses current technology during the reference interview to gather as much information as needed to serve the patron’s need without compromising patron privacy.

SearchingUses appropriate technology to help guide the patron through information resources, when possible.

Follow-upEncourages the patron to contact the library again if he/she has further questions by making a statement such as “If you need additional information, please contact us again and we’ll try something else."

PRIVACY

Virtual 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.

Reference 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’ inquiries.

Data gathered and maintained for training purposes and for publicizing the service should also protect patron confidentiality.

DRS Abroad

Sultan Qaboos Univ Library (Oman)

The Philippines is quite behind in terms of the development of DRS

compared to its counterparts abroad (Abrigo & Ramos, 2011).

http://www.jyukawa.com/main/7040

DRS in the Philippines

http://conference.ifla.org/past-wlic/2011/199-ramos-en.pdf

Types of Reference Questions

Directional

Directional questions do not require the use of any additional resources. A general, geographic knowledge of where things are and how things are done is generally all that is needed.

http://lili.org/forlibs/ce/able/course9/questions-kinds-6.htm

Ready Reference

The first kind of question can be answered quickly by consulting one or two standard reference tools, such as almanacs, encyclopaedias and directories. These requests are generally for a single fact or a short answer. [what, where, when]

The second kind of ready reference question could be called instructional; providing the answer involves demonstrating a skill. [how]

Specific Search

Specific search questions involve looking for more information than a single fact and generally require searching multiple sources for the answer. The librarian needs to formulate a search strategy to select appropriate resources that will answer the question.

Research

Research questions are more complex than other questions.

Text Reference

MyPhoneExplorer is a proprietary freeware desktop application allowing management of Sony Ericsson and Android mobile phones. It was developed in Austria and has been translated into many languages, including English.

http://en.wikipedia.org/wiki/MyPhoneExplorer

Requirements

Mobile Phone / Tablet

Computer

Sim Card

Load (Pre-paid or post-paid)

Trained Reference Personnel / Librarian

VoIP and IM

Requirements

Computer

Internet

Headset

VoIP and IM account

Trained Reference Personnel / Librarian

Web Form / Email

FAQ

Online Library Instruction

Chat Reference

http://www.infotoday.com/cilmag/oct12/Breitbach--Your-Guide-to-Meebo-Options.shtml

Chat reference training has four primary categories and two subcategories: initial software training, training on chat reference skills, mentoring, and ongoing practice. Subcategories include training materials and assessment and evaluation of training.

Software training is the first step of the program. Librarians must understand the software employed to support chat reference service. Software training delivered in a short period of time, often a day or two (Coffman, 2003).

Mentoring: Mentoring provides personal assistance from experienced librarians. Coffman (2003) suggests that those who learn the skills quickly become mentors to relieve the project leader's workload.

Ongoing training. Training is an ongoing process. New resources and changes in policies require continuous training. Ongoing training provides an opportunity for sharing experiences and discussing problems (Coffman, 2003)

http://www.webpages.uidaho.edu/~mbolin/ghasri-degani.htm

Training materials. Kawakami and Swartz (2003) state that access to competencies, best practices, and other training and policy materials is necessary for good performance. Multiple formats facilitate easy access. A website can be used to organize material such as software tips, contact information, and transcript examples.

Assessment and evaluation. Evaluation is important for assessing the effectiveness of a training program. Trainees may fill out a questionnaire to assess their skills before training, and complete another to evaluate what they have learned after the training.

Altarama (Reftracker)

Springshare (LibChat)

http://www.dlsu.edu.ph/library/newsette/201007_08.pdf

Social Media

http://blog.linkedin.com/2013/12/04/the-role-of-social-media-in-college-admissions/

2014: 5404 Joined: 2009April 2015: 6145

2014: 730 Joined: March 2010April 2015: 803

2013: 1500+ Joined: Sept. 2012April 2015: 76, 540

LIA: 9 views Joined: March 2014DLSU Libraries: 52 views

http://www.harpermedia.ca/wp-content/uploads/2014/06/Social-Media-Periodic-Table.jpg

Guess the logo

Let’s Play

Category: Social Networks

Category: Social Bookmarking

Category: Video Channels

Category: Blogging Platforms

Category: Microblogs

Category: Social Commerce

Category: Review Sites

Category: Conversation Search

Category: Geo-location

Category: Professional / Business Networking

Category: Events

Category: Image Sharing

Category: Share Buttons

Category: Live Casting

Category: Music Channels

Category: Social Media Blogs

https://retail2greyminds.wordpress.com/2011/10/05/an-era-of-symbiotic-relationship-social-media-entertainment-broadcasting/

• http://libraryconnect.elsevier.com/articles/supporting-users-organizations/2013-08/liking-sharing-and-tweeting-lora-de-la-salle

LORA

Launched on September 1, 2009.

Text TOM

Launched on June 19, 2012

LIA

LIA

Launched on November 2013.

LIA answers ready-reference and research questions and provides online bibliographic and technology instruction.

As such, LIA will not answer questions related to: (a) computer configuration, maintenance, and troubleshooting; (b) provision of investment, legal, or medical advice; (c) tutoring or homework help; and, (d) job interview preparation.

Promotion

Like us and Win

Assessment

ROI

User-satisfaction

Online survey

THANK YOU FOR LISTENING!

joseph.yap@dlsu.edu.ph

www.facebook.com/jmyap

[Joseph MarmolYap]

https://twitter.com/josephyap