VoIP Presentation
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Transcript of VoIP Presentation
RYAN MCPHERSON3/9/2009
Voice over Internet Protocol
(VoIP)
Public Switched Telephone Network
Basic telephone lines
Information is sent along a single circuit
Handles all conventional telephones and cell phones
Is now almost entirely digital
Voice over Internet Protocol
Information is sent in packets
Information is sent over the Internet
Requirements for VoIP
Very low, nearly every library is able to use VoIP
Broadband Internet
Microphone/Speakers
VoIP Software
Examples of VoIP
Library Use
Training
Distance meetings
Reference services
Advantages of VoIP
Very low cost; cheap or free Many open source programs Many Freeware programs
Often bundled with extra functionality
Advantages of VoIP
Most libraries already able to use VoIP
Allows voice chat with customers
Disadvantages of VoIP
May require extra training
Spotty emergency services
Requires electricity
Use to Reference Services
Additional avenue of contact Users might feel more comfortable talking to a
librarian
Cheaper than PSTN telephony
Limitations of Chat
50% of Chat reference interviews concluded successfully
100% increase in problematic reference transactions between in-person and chat interviews
Kwan, N. (2007). “Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type.” Library and Information Science Research , 70-91 .
What Voice Chat Offers
Text is cumbersome in a reference interview
Voice allows clearer and quicker reference interviews
VoIP is on the Way
Many libraries offer voice chat reference services
Many people already use VoIP 58% of people I interviewed had used VoIP before 69% of people under 40 36% of people over 40
The Case for VoIP
CheapConvenientEasy to use
VoIP would greatly enhance reference interviews
References
Atwater-Singer, M., & Sherrill, K. (2006). Social Software, Web 2.0, Library 2.0, and You. Indiana Libraries , 48-52.
Bakker, T. (2002). Virtual Reference Services: Connecting Users with Experts and Supporting the Development of Skills. Liber Quarterly , 124-137.
Francoeur, S. (2001). An analytical survey of chat reference services. Reference Services Review , 189-203.
Kwan, N. (2007). Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type . Library and Information Science Research , 70-91 .
Pomerantz, J., & Marchionini, G. (2007). The digital library as place. Journal of Documentation , 505-533.
Vaishnav, C. (2006). Voice over Internet Protocol (VoIP): The Dynamics of Technology and Regulation. Massachusets Institute of Technology.