Skype-Based Reference: A Study and Pilot Project
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Transcript of Skype-Based Reference: A Study and Pilot Project
Is Skype Viable as a Virtual Reference Tool in Academic
Libraries?
Darcy Gervasio & Emilie Steinmann, UW-Madison SLIS
Virginia Bryan, Librarian, Madison College
WLA. November 4, 2010
What's the hype about Skype?
*It's a free way to communicate through video chat, audio chat, and instant messaging.
*HOT TOPIC in public and school libraries
*Not studied enough from a user-needs perspective
Oprah Skypes.... Shouldn't librarians?
How is Skype being used in libraries?
*Video conferencing among faculty/library staff= the original use for Skype!
*Language learning = well-researched, very viable use
*Video reference = less well-researched... perhaps the wave of the future??
Advantage #1: Bringing visual and nonverbal cues back to virtual reference
Advantage #2 : Simultaneous Instant Messaging Send links, pdf files, articles or jing videos via IM while video chatting
Advantage #3: Co-Browsing! Share your screen with the patron
Disadvantages of Skype Reference
Need special equipment (webcam, speakers, microphone)
Limits librarian multi-tasking
"The Freak Factor"(Awkwardness/Shyness)
Research Questions:
1. How are academic libraries in Madison using Skype?
2. Is Skype viable as a virtual reference tool in academic libraries?
Interviews:
We interviewed librarians at six large libraries on the UW-Madison campus including:
College LibraryEbling LibraryMemorial Library Steenbock LibraryVan Hise Language LabWendt Library
THANK YOU TO ALL WHO PARTICIPATED!
Skype and Guerrilla Reference!
Photo from http://abcnews.go.com/widgets/mediaViewer
1. Guerrilla Reference: A librarian at Memorial Library Skyped an individual patron from her personal account to clarify a long email correspondence.
2. Conferencing: At Wendt and Ebling, librarians have used Skype to meet virtually with colleagues across campus and as far away as Prague.
3. Installing Skype in Labs: College Library and Van Hise Language lab downloaded Skype to all computers in their labs for students' personal use.
Three Ways UW Librarians Use Skype:
"One of the reasons Ask A Librarian is so successful is because the underlying technology has nearly universal buy-in among students: everyone chats.... I believe VoIP isn't ubiquitous enough yet for virtual reference." -Ian Benton, College Library, 10.26.09
Survey Disclaimer:
Our survey of undergrads at University of Wisconsin was conducted as a classroom project for UW-SLIS in Fall 2009. This survey was not originally intended for publication. The results reflect the opinions of students in one class at UW-Madison. We don't necessarily recommend our survey, but we do suggest any library considering a Skype-a-Librarian program survey its users to gauge interest in the service.
Skype User-Needs Survey
Surveyed 115 students in LIS 201 at UW-Madison using Survey Monkey; results were usable for 111 students
66% male, 34% female
Most respondents (52%) were second-year undergrads
Campus Library Usage
48% of students use College Library. With a cafe and social/non-quiet areas, it's a cool place to study!
Results of Survey
Most common use: 63 of 111 participants use Skype for chatting with friends/family more than once per monthMost common potential use: chatting with family/friends Home most frequent place to use Skype
66% of survey respondents said they currently use Skype.
Most students (81%) used Skype at home, but 31% said they have Skyped from a library18% have Skyped from other academic buildings (hallways and open classrooms perhaps?)
Choosing Where to Skype
Students look for the following factors when choosing a location to Skype, in the order of importance: 1. Privacy (reason why most
students Skype from home?)2. Volume3. Comfortableness4. Good internet connection
http://photos.news.wisc.edu/photos/6949/view
Preferred Method of Contacting a Reference Librarian
51% would NOT use Skype to contact a librarian35% said "maybe"14% said "yes"
Contacting a Reference Librarian
Students prefer to talk to a librarian either in-person or via e-mail Of existing methods, IM/chat least popularNot a great deal of interest in using Skype to contact a librarian
Discussion Students use Skype, so why the lack of interest in Skyping a librarian?
Is Skype too...Intimate?
Will Skyping on smart phones change attitudes?
So is Skype a viablevirtual reference tool???
1. Technologically: Yes!
2. Financially: Probably (minimal set-up costs) 3. Socially: It depends...
on your libraryon your students' needson comfort levels with video chat