Article

Online Chat Reference: Survey Results from Affiliates of Two Universities

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Abstract

Reference librarians have converted a significant portion of library resources to electronic format and are now beginning to move the reference interview itself to the electronic environment. This study consisted of a survey carried out at two four-year public universities in the South Atlantic region. The survey inquired about university affiliates' awareness of, use of, and interest in reference services, with a particular focus on online chat reference (synchronous digital reference). Survey respondents reported strong prior use of face-to-face reference and a desire to use this service first when pursuing research topics. Awareness and use of the online chat reference service at each institution was comparatively low, but respondents forecasted the service would be among the most heavily used in ten years.

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... Previous research suggests broad trends in favor of in-person reference service. A Washington State University study surveying reference service use among 276 students and faculty found that patrons strongly preferred face-toface reference, with 49% of faculty members, nearly 77% of undergraduate students, and 65% of graduate students citing it as their favourite mode (Johnson, 2004). Granfield and Robertson (2008) addressed information-seeking preferences in a study of 348 academic library patrons conducted at two Canadian institutions, using focus group and survey methods. ...
... This study adopted a survey research method. After reviewing questionnaires from previous studies examining the reference mode preferences of academic library users (Chow & Croxton, 2012;Johnson, 2004;Granfield & Robertson, 2008), the researchers developed an instrument of 15 items (see the Appendix). The survey instrument contained 13 closed and two open questions, sequenced from simple to more complex. ...
... Only some of the results of this survey are consistent with those of earlier studies. As in Johnson's (2004) study, face-to-face emerged as the most preferred reference mode of undergraduate and graduate students, and telephone was the least preferred medium of undergraduates. The current results, however, differ from Johnson's in that graduate students did not display any considerable interest in email reference. ...
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Objective – The purpose of this study was to examine the reference service mode preferences of community college (two-year) and four-year college students. Methods – The researchers administered a paper-based, face-to-face questionnaire at two institutions within the City University of New York system: Hunter College, a senior college, and Queensborough Community College, a two-year institution. During the summer of 2015, the researchers surveyed 79 participants, asking them to identify their most and least preferred mediums for accessing library reference services. Results – Nearly 75% of respondents expressed a preference for face-to-face reference, while only about 18% preferred remote reference services (online chat, e-mail, text message, and telephone). Close to 84% of the participants cited remote reference services as their least preferred modes and slightly more than 10% said this of face-to-face. The data reveal a widespread popularity of face-to-face reference service among all types of participants regardless of institutional affiliation, age, gender, academic level, field of study, and race or ethnicity. Conclusion – This study suggests that given the opportunity academic library users will utilize face-to-face reference service for assistance with research assignments. Academic libraries at both two-year and four-year institutions might consider assessing user views on reference modes and targeting support toward services that align with patron preferences.
... The study by Johnson (2004) asked respondents for "their first option" if seeking assistance from library staff in a hypothetical scenario, and relationships were drawn between preferences noted and status of respondent. It was found that undergraduates were most likely to choose face-to-face reference services and faculty were more likely to prefer e-mail. ...
... The finding of the high use of the traditional reference desk agrees with the existing literature (Johnson, 2004;Ruppel and Vecchione, 2012;Chow and Croxton, 2012;Granfield and Robertson, 2008). For example, in a study of 276 students and faculty at two public universities in the South Atlantic region, Johnson found face-to-face and e-mail to be the most popular reference mediums. ...
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The study examined the extent students of UNN use the library Facebook page, e-mail, Phone/SMS, instant messaging, and person-to-person when seeking for help from reference librarians. The population of this study consist of all eligible undergraduate students using the library. Questionnaire was used for data collection. The research has shown that the majority of the respondents at UNN are more aware of the person-to-person reference channel and the phone/SMS reference channels. It was found that the students use the person-to-person reference, the phone/SMS, and the library Facebook page most when seeking for reference help. From the survey results it is apparent that library patrons need awareness campaigns on the various channels of reference services offered at UNN.
... The study by Johnson (2004) asked respondents for "their first option" if seeking assistance from library staff in a hypothetical scenario, and relationships were drawn between preferences noted and status of respondent. It was found that undergraduates were most likely to choose face-to-face reference services and faculty were more likely to prefer e-mail. ...
... The finding of the high use of the traditional reference desk agrees with the existing literature (Johnson, 2004;Ruppel and Vecchione, 2012;Chow and Croxton, 2012;Granfield and Robertson, 2008). For example, in a study of 276 students and faculty at two public universities in the South Atlantic region, Johnson found face-to-face and e-mail to be the most popular reference mediums. ...
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The study aims to bring to light the various channels students prefer to submit reference inquiries to librarians in Nigeria. A questionnaire was used to collect data on the various channels students prefer when making reference inquiries in Nigerian university libraries. The questionnaire was administered to the students in the university library. It was found that the students use the person-to-person/traditional reference desk, the phone/SMS, the library Facebook page most when seeking for reference help. Other channels such as: Instant messaging and e-mail were indicated to be least used by the students. The students of University of Nigeria, Nsukka (UNN) library expressed dissatisfaction with the services offered through the various channels. The reason given is that, most of them are not aware of the various reference channels used in the library, and others reported that librarians are reluctant to provide timely feedback. The findings of this study will offer insights on users preferred channel through which they make reference enquires, which may provide a useful basis for library staff and professionals who are considering the possibility of embracing new technologies as part of their system and will contribute to the growing literature on references services channels from developing countries like Nigeria. The findings will inform reference librarians as they seek to re-design their reference services to meet patron’s needs and inquiry preferences.
... 7 In a separate study of 276 students and faculty at two four-year public universities in the South Atlantic region, however, Johnson found face-to-face and e-mail to be the most popular reference mediums. 8 In this study, survey respondents listed their first choice for seeking reference help with a research project as face-to-face (66.4 percent, n = 174), followed by e-mail (20.2 percent, n = 53), telephone (9.2 percent, n = 24), and online chat reference (4.2 percent, n = 11). ...
... Please elaborate on the rationale for your rankings:8. Please rank order your preference of virtual reference formats (1 = highest, 5 = lowest) if you needed help finding a quick fact (example: finding the hours of the library for the week).Text -a-Librarian ReferencePlease elaborate on the rationale for your rankings:9. ...
Article
This study examined the information seeking preferences of 936 university faculty, staff, students, and librarians at a doctoral granting institution in the southeastern United States. Participants were asked to identify in what way they would prefer having both factual and research questions answered by the library. Findings suggest participants preferred face-to-face reference interactions over a suite of virtual reference options. In the aggregate, e-mail was the preferred virtual reference service over telephone and online chat with little interest in text messaging or Skype video. Statistically significant differences among users, however, emerged when interactions between type of question, age, race, and gender were considered. Faculty and staff preferred e-mail and telephone while students preferred online chat and, to a lesser extent, text messaging. Implications of the study suggest user preferences appear to be significantly influenced by demographic factors and type of question. Different library reference support strategies may need to be designed and implemented to meet those needs.
... However, as one reviews the research on digital reference services in either synchronous or asynchronous format, one can see a trend in the type of articles presented: mainly process oriented (Carter, 2002;Johnson, 2004;Pomerantz, Nicholson, & Lankes, 2003;Pomerantz, Nicholson, Belanger, & Lankes, 2004), with a few recent additions that are beginning to suggest ways of assessing or evaluating such services. ...
... Bringing reference interview protocols online would therefore mean an overly structured and librarian-controlled protocol that would increase transactional distance between the librarian and the user, and thus lessen the effectiveness of the learning experience. Johnson (2004) and Taher (2002), for example, worry that synchronous solutions to digital reference lengthens the reference interview process, especially for the user in need of a quick response. McGlamery and Coffman (2000), early leaders in the development of synchronous digital reference services, suggest there is a need for synchronous solutions in order to meet the needs of users that are becoming used to such services elsewhere, thus implying that librarians bring a value-added service to the Internet that free resources such as Google Answers does not have: a trained information professional at the other end of the chat window and that this professional is trained in the reference interview (Pomerantz et al., 2003; see also the work of Pomerantz et al., 2004). ...
... Furthermore, there was a 39.1% decrease in student reference questions due to the use of DRSs. On the other hand, Johnson (2004) reported that while awareness and utilization of DRSs were low in universities, the respondents predicted they would be used heavily after a decade. Qutab, Bhatti, and Ullah (2014) found that the adoption level of ICTs was satisfactory and much improved for operations and services in public sector ULs in Pakistan. ...
Article
This paper aims to measure the digital literacy skills (DLSs) of university librarians (ULs) as the predictor of the enhanced digital reference services (DRSs) they provide. It also attempts to identify the best predictor of DLSs to improve DRSs in libraries. The study population comprised the ULs of Punjab, Pakistan. A structured questionnaire was developed to collect quantitative data from the study participants. The purposive sampling technique was used to collect data from 190 ULs. The findings highlighted that the level of UL’s DLSs to provide DRSs was high. The DLSs of ULs created 59.8% variability in providing DRSs. Furthermore, the beta coefficient value of the factor ‘information retrieval skill’ was identified as the best predictor of DRSs compared to other skills. The results concluded that DLSs are a prerequisite for offering vibrant DRSs. This research may help ULs to improve the deficient areas of their DLSs and provide advanced-level DRSs. The findings may also help ULs and policymakers design continuous development training programs to enhance the DLSs of librarians.
... A vertente tecnológica, a qual modifica os serviços de referência, é descrita por Johnson (2004), em estudo em duas bibliotecas universitárias do Atlântico Sul, onde os usuários foram indagados através do bate-papo (chat). No artigo o autor afirmar que, Web-based library reference services have emerged as vital alternatives to the traditional face-to-face (FtF) or telephone reference encounter. ...
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The purpose of this paper is to present a conceptual model for the university library digital reference services. Regarding methodology, this is a mixed exploratory study with a qualitative and quantitative approach. To achieve that, a bibliographic research was performed both in the national and world literature in the area of reference services in libraries. In the data collection process, an online questionnaire was designed and applied with reference service managers from 40 Brazilian university libraries. The information was gathered from the 40 websites of the investigated libraries. The result is materialized with the presentation of the conceptual model for digital reference services, which presents the steps taken during the digital reference process digitally, either autonomously by self-service or in synchronous or asynchronous way with librarian interaction mediating the reference process to fulfill the user's informational need. Consequently, the proposed model in an illicit way will be able to lead librarians while information mediators toward user orientation for the attendance of his informational need. Technology is the great partner of reference librarians in digital media, no matter which tool or platform is used. The environments through which users transit should be chosen for interaction and attendance to informational needs without neglecting information security and respect for the norms and guidelines of the institutions to which the reference service is linked to.
... Putting-up a VR service involves getting into the ground by promoting what the library can offer to its patrons. Since VR services involve technology and may become obsolete, a VR study conducted 15 years ago by Johnson (2004) as reported by Granfield and Robertson (2008) states that during the time where VR is relatively new, undergraduate students still prefer face-to-face encounters rather than VR services primarily because there is a lack of marketing and promotion from the side of the library. Five years later, in a similar study by Lieberthal (2009), only 2 percent of the undergraduate business students used the chat feature of the library's web page to ask for reference assistance. ...
Article
Graduate students who are on the go prefer to have research help virtually for convenience. But, not in the case of Kazakhstan. Our two-year data would show that almost half of the transactions we recorded are face-to-face encounters. While business graduate students use e-mail and chat for research help, they mostly prefer physical interaction. They visit the library on-site for multiple reasons. This study will provide us insights that despite the provision of technological enhancements for online communication and virtual reference, graduate students show up in the library to ask in-person research assistance. This article will describe the types of transactions received from graduate business students.
... Consequent upon this, access to electronic information through library web pages has been proliferated and, since 1999, Web- based library reference services have emerged as vital alternatives to the traditional face-to-face (FTF) or telephone reference encounter. Synchronous, (i.e., chat reference or Ask a Librarian services) and asynchronous (i.e., e-mail) virtual reference services (VRS) have grown in number and become common features of both public and academic library home pages (Johnson, 2004). Libraries are now making sure that these services show proper levels of customer care and that the information given to the users is useful and at the right level (Loughborough University Library, 2005). ...
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Roadaccidentisverycommonnowadaysduetobadroadsandsomeotherfactorssuchasintakeofalcohol,overspeedandinexperienceofthedrivers.Themainobjectiveofthisprojectistoanalyzethetrendsinrelationtoanumberofpeoplesurvived,injuredandcategoryofpeopleinvolved(eitheryouthsoradults).ThisstudyusesdecisiontreeindataminingcouplewithdataanalysiswhichwascarriedoutwithSPSS.Thisstudywilldefinitelyassisttheroadusersandgovernmenttomeasurethetrendsofaccidentswithinthegivenperiod.
... Some librarians view it as an add-on to "real" (that is to say, in-person) reference services, while others see it is an integral part of a "changing information culture, central to the continued vitality of reference at the point of service." 3 If users' online (24/7) access continues to proliferate, do librarians have a responsibility to be present in this environment "as role models and facilitators of scholarship conducted with integrity"? 4 Most librarians agree that it is important to provide service to users who are not physically in the library when they require assistance, and that this need increases as online resources increase. How best to meet these needs, and the ability of chat reference (especially collaborative services) to do so, remains unresolved in the literature. ...
Article
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Academic libraries have experienced growing demand for 24/7 access to resources and services. Despite the challenges and costs of chat reference service and consortia, many libraries are finding the demand for these services worth the cost. One key challenge is providing and measuring quality of service, particularly in a consortia setting. This study explores the quality of service provided in one academic library participating in a 24/7 chat reference consortium, by assessing transcripts of chat sessions using in-house reference quality standards. Findings point to both similarities and differences between chat interactions of local librarians versus consortia staff.
... A survey among students of the Syracuse University School of Information Studies in New York showed that students benefited from the use of IM as a tool for socialisation with fellow students outside lectures (Nicholson, 2002). Several studies have shown the value of the implementation of IM as an online library referencing service (Foley, 2002;Andrews, 2004;Cummings & Guerlain, 2004;Fagan, 2004;Johnson, 2004). Coniam and Wong (2004) tested IM as a tool for language proficiency training between students from different countries. ...
Article
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Instant messaging (IM) is the term used to describe the technology through which ‘users can set up a list of partners who will be able to receive notes that pop up on their screens the moment one of them writes and hits the send button'. While early use could be described as mainly for fun, IM today is a serious communication medium. Remarkably, it seems that educational institutions have been doing very little with it, while several studies indicate that it could indeed be a valuable tool in education. As a first step towards a better understanding of the educational use of IM, we want to gain insights in how students currently use IM and what opportunities they themselves see for the medium. To that end we conducted a survey among students of the Fontys University of Applied Sciences in The Netherlands. A large majority of the participating students indicated using IM for their studies. Also, when asked about their demands for a possible educational implementation, the majority were positive
... The research shows low awareness and usage of chat service: 24.7 percent (n = 194) in Cummings et al. were aware of the chat service; 3 percent (n = 276) of respondents in Johnson' s study reported having used chat reference; and none of the 45 focus group participants in Naylor et al., were aware of virtual reference. 94 Focus group responses from Naylor et al. and from Connaway et al., provide some reasons for not using chat reference, including: associating IM technology with social interaction, not academic work; an uneasiness about not knowing who they were chatting with, being turned off by the term "chat" because they associate it with their perception of chat rooms; a preference to search independently for information; doubts about the speed, convenience, accuracy, and capability of the service and the librarians providing the service; privacy concerns; and prefer face-to-face interactions. 95 Yet, Cummings et al. reported that 72 percent (n = 364) respondents said they would be willing to use chat service, and 35.6 percent (n = 264) of Johnson' s respondents felt that chat reference would be a leading service in the future. ...
Article
The purpose of this study was to synthesize the research literature that has investigated library-based chat reference service. We define library-based chat reference as a synchronous, computer-based question answering service where users of the service ask question(s) which are answered by library employees or contracted agents. Following the methods for conducting a systematic review, we developed inclusion criteria for our data set and collected data from research on chat service dating from 1995 to January 2010. We limited our data to empirical research using established qualitative or quantitative methods. The final data set included 59 documents. We used White's (2001) digital reference service framework to guide our data analysis and unitized the data to the level of the research question(s) asked in each of the studies, resulting in 146 research questions. We focused the bulk of our analysis on the six categories of the framework where the research emphasis was strongest: parameters of the service; clients; parameters of the service; questions; question-answering process; response guidelines; staffing and training; and mission, objectives, statement of purpose. Our aim is to analyze the literature on chat service from a broad perspective to uncover larger themes and streams of knowledge. We believe that this perspective is relevant to those who are currently engaged in chat service in some capacity-academics, librarians, managers, and IT developers. Our research presents the collective knowledge in this area and provides groundwork for researchers as they explore new questions related to chat service. It unifies for practitioners a collection of findings about chat service to enhance and improve their practice. The results suggest areas of opportunity for managers who wish to further develop chat as a library service, and the results synthesize current understandings about chat service which may be useful for IT developers to extend and innovate chat technology in libraries.
... Resources are increasingly made available in digital formats, sometimes exclusively, due to high demand for instantaneous access to information. In the face of these changes, virtual reference services (VRS) in their asynchronous (email reference) and synchronous (chat reference) forms have emerged as viable alternatives to traditional face-to-face (FtF) reference services in academic and public libraries (Johnson, 2004). ...
Article
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Objective - To examine the ways in which the formality of language used by librarians affects 17- to 25-year-old university students' perceptions of synchronous virtual reference interactions (chat reference), in particular, perceptions of answer accuracy, interpersonal connection, competency, professionalism, and overall satisfaction. Methods - This qualitative study used semi-structured interviews to examine the perceptions of participants. Participants reviewed and responded to two virtual reference transcripts, portraying a librarian and student asking a simple question. One transcript portrayed a librarian using traditional, formal language while the other portrayed a librarian using informal language. Five 17- to 25-year-old university students were interviewed. Data were analyzed using a phenomenological, qualitative approach to discover common themes. Results - Analysis suggests that participants perceived the formal librarian as being "robotic" and impersonal while the informal librarian was thought to be more invested in the reference interaction. Several participants viewed the formal librarian as more competent and trustworthy and questioned the effort put forth by the informal librarian, who was perceived as young and inexperienced. Participants' perceptions of professionalism were based on expectations of social distance and formality. Satisfaction was based on content and relational factors. Several participants preferred the formal interaction based on perceptions of competency, while others preferred the informal librarian due to perceived interpersonal connection.Conclusion - Formality plays a key role in altering the perceptions of 17- to 25-year-olds when viewing virtual reference interaction transcripts. Both language styles had advantages and disadvantages, suggesting that librarians should become cognizant of manipulating their language to encourage user satisfaction.
... According to the respondents, 80% of ready reference questions would be well served by digital reference services. Johnson (2004) carried out a survey at two four-year public universities in South Atlantic region in USA. The survey inquired about university affiliates' awareness of, use of, and the interest in reference services, with a particular focus on online chat reference (synchronous digital reference). ...
Article
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New technologies are changing the provision of library services. One such change is the submission of questions to a library through electronic means, and having them answered by a library staff member, i.e., digital reference services. The purpose of this study was to identify the existing status of digital reference services (DRS) in selected academic libraries in Malaysia. The researchers attempt to focus on the usage and effectiveness of the services and at the same time look at the perceived needs, issues and problems faced by librarians. The research methodology employed was a case study approach that uses the questionnaire, interviews and observation to gather data. This paper concludes that the digital reference services are effective forms of service delivery in the selected Malaysian academic libraries. Asynchronous DRS was the main format used in providing digital reference, although academic libraries are planning to implement synchronous DRS and collaborative digital reference services.
... Two recent studies of users of chat reference services asked respondents what reference and other library services they had used previously to seek help (Horowitz et al., 2005; Johnson, 2004). These studies used different categories of library services and so are not directly comparable. ...
Article
This poster presents an evaluation of NCknows, a state-wide chat reference service in North Carolina, to explore users' motivation for using this service and how they use the information provided to them in real life situations, which reflects the value of the service to them. Users were interviewed by email or telephone two weeks after their chat sessions with NCknows. The findings suggest that most users were motivated by tasks or projects with which they were involved or by some aspect of their personal life. Over sixty percent of users reported they used the information provided to them to fulfill the information needs that motivated them to use the service. Non-use or partial use cases were also categorized for a better understanding of how the service aided users.
... 22 Corey Johnson took a look at two different populations in his 2002 study of two academic communities that had recently introduced chat-based reference services. 23 Four percent of his survey participants selected online chat reference as their first choice for reference assistance, whereas 66 percent chose face-to-face reference services as their first choice, and e-mail reference garnered 20 percent as first choice preference. Johnson's participants predicted online chat reference would grow in use over the next 10 years to a 36 percent preference rate, with face-to-face reference slipping to 19 percent. ...
Article
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This study examines the use of chat in an academic library's user population and where virtual reference services might fit within the spectrum of public services offered by academic libraries. Using questionnaires, this research demonstrates that many within the academic community are open to the idea of chat-based reference or using chat for some loosely defined "research purposes," but this openness does not necessarily result in high levels of use. The primary purpose of this study was to determine whether the lack of virtual reference use could, in part, be explained by students' preference for competing methods and technologies for obtaining reference assistance. This study demonstrates a pattern that suggests chat-based reference does not compete well with other methods of providing reference service.
... A survey among students of the Syracuse University School of Information Studies in New York showed that students benefited from the use of IM as a tool for socialisation with fellow students outside lectures (Nicholson, 2002). Several studies have shown the value of the implementation of IM as an online library referencing service (Andrews, 2004;Cummings & Guerlain, 2004;Fagan, 2004;Foley, 2002;Johnson, 2004). ...
... Sloan (2003) reported survey results on chat reference users' preferred information sources in which "internet/web" (71.41 percent) topped the list of options. Johnson (2004) surveyed faculty and students from two universities on their awareness of, use of, and interest in reference service, with a particular focus on chat reference, and found that face-to-face reference was not only the most-used reference service (72.7 percent), but also the first choice for reference help with a research project for most people (66.4 percent); as for chat reference, it was in second place (35.6 percent) on the list of services predicted to be most heavily used in ten years, with first place going to e-mail reference (42.4 percent). Horowitz et al. (2005) reported results from two survey studies. ...
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Purpose This paper aims to provide a holistic view of the current practice of chat reference evaluation and to suggest a framework that could help reference practitioners evaluate chat reference services in multiple contexts. Design/methodology/approach A thorough review of the literature on chat reference evaluation is conducted and the evaluation studies are grouped by their evaluative perspective and measures. Based on the literature review, a framework of perspectives and measures for chat reference evaluation is proposed. Findings Chat reference evaluation has incorporated a number of new elements that do not exist in desk reference evaluation. All the evaluation perspectives and measures reported in chat reference literature are incorporated into a final framework except for one variable – “cost‐effectiveness” – which lacks the support of empirical studies in the literature. Practical implications The analytical review of the literature provides a holistic view of how chat reference is being measured for its value to both libraries and users, thus furthering the professional understanding of chat reference performance in the library environs. The framework of evaluation perspectives and measures resulting from the literature review is applicable in multiple chat reference contexts and can be customized to serve different evaluation purposes. In turn, this framework gives chat reference evaluators a clear idea of what to look at and how. Originality/value This paper fills the need to provide reference practitioners with both a critical view of current chat reference practice, and a tool that could help them design and develop a chat reference evaluation project.
... Both Ruppel (2002) and Johnson (2004) employ user surveys to evaluate chat reference services. Their research addresses the criteria, guidelines, and quality standards for chat and examines whether the traditional quality standards hold up in cyberspace. ...
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The James C. Kirkpatrick Library at Central Missouri State University launched a chat reference service in 2002. To analyze the effectiveness of this service, the transcripts of 100 chat reference sessions were examined. ALA's RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers were used as an evaluation tool. Our analysis has provided insights into the current state of our service and how it can be improved. The analysis also demonstrated that when chat reference sessions are conducted effectively, the user leaves the session with direction toward the information needed and with a positive impression of library service.
... The virtual reference service at the University Libraries of the University at Buffalo, The State University of New York (UB), currently referred to as Instant Librarian, offers real-time chat reference service for students, staff, and the general public. While most public and academic libraries provide some form of online reference, whether through electronic mail or Web forms, online chat reference software enables librarians and patrons to communicate in real-time and search together (Johnson 2004). Begun as a pilot project during the 2000-2001 academic year, Instant Librarian is an alternative to the traditional face-to-face reference interview or phone inquiry, and is an important tool in outreach and instruction for UB patrons (Foley 2002, 36-45 ). ...
Article
Since the implementation of its instant messaging refer-ence service in the 2000-2001 academic year, the librarians at the Univer-sity at Buffalo (UB) have succeeded in creating a vital presence for virtual reference. The Instant Librarian chat service, open 57 hours per week dur-ing the fall and spring semesters, supplements the traditional face-to-face and e-mail reference services available at UB. Real-time reference using AOL Instant Messenger addresses the expectations of a well-informed population of UB users comfortable with the conveniences enjoyed via the Internet, such as file sharing and instant messaging. Librarians at UB use Instant Librarian to their advantage by employing active learning techniques, while answering both simple and complex questions.
... Access to electronic information through library Web pages has proliferated and, since 1999, Web-based library reference services have emerged as vital alternatives to the traditional face-to-face (FtF) or telephone reference encounter. Synchronous, (i.e., chat reference or Ask a Librarian services) and asynchronous (i.e., e-mail) virtual reference services (VRS) have grown in number and become common features of both public and academic library home pages (Johnson, 2004). Chat services enable users to interact with librarians in real time via a Web interface, similar to instant messaging (IM). ...
Article
Synchronous chat reference services have emerged as viable alternatives to the traditional face-to-face (FtF) library reference encounter. Research in virtual reference service (VRS) and client–librarian behavior is just beginning with a primary focus on task issues of accuracy and efficiency. This study is among the first to apply communication theory to an exploration of relational (socioemotional) aspects of VRS. It reports results from a pilot study that analyzed 44 transcripts nominated for the LSSI Samuel Swett Green Award (Library Systems and Services, Germantown, MD) for Exemplary Virtual Reference followed by an analysis of 245 randomly selected anonymous transcripts from Maryland AskUsNow! statewide chat reference service. Transcripts underwent in-depth qualitative content analysis. Results revealed that interpersonal skills important to FtF reference success are present (although modified) in VRS. These include techniques for rapport building, compensation for lack of nonverbal cues, strategies for relationship development, evidence of deference and respect, face-saving tactics, greeting and closing rituals. Results also identified interpersonal communication dynamics present in the chat reference environment, differences in client versus librarian patterns, and compensation strategies for lack of nonverbal communication. © 2006 Wiley Periodicals, Inc.
... This second phase describes most of the literature currently being published on chat-based reference services. Much of the research on chat-based reference services discusses recently launched and pilot services (Boyer, 2001; Broughton, 2001; Hoag and Cichanowicz, 2001; Kibbee, Ward, and Ma, 2002; Sloan, 2003), and evaluations of these services (Johnson, 2004; Nilsen, 2004). Many reference services that offer chat-based service have reported a steady increase in the number of chat questions that they have received since launching the service (Hoag and Cichanowicz, 2001; Patterson, 2001; Sears, 2001; Stormont, 2001; Foley, 2002; Ronan and Turner, 2002; Belanger, Lankes, and Shostack, 2002; Hill, Madarash-Hill, and Bich, 2003; McLaughlin and Ware, 2003; Schaake and Sathan, 2003). ...
Article
Abstract This paper is an attempt to move the literature on chat-based reference services beyond the current spate of case studies and discussions of emerging standards and best practices in providing chat-based reference, to a higher level of discussion on the creation and discussion of theoretical frameworks to unite these standards and practices. This paper explores the various steps in the process ofproviding synchronous, chat-based reference, as well as issues involved in providing such service at each step. The purpose of this exploration is twofold. First, this paper presents some open research questions at each step in the process of providing chat-based reference service. Second, the entire process
... Some librarians view it as an add-on to "real" (that is to say, in-person) reference services, while others see it is an integral part of a "changing information culture, central to the continued vitality of reference at the point of service." 3 If users' online (24/7) access continues to proliferate, do librarians have a responsibility to be present in this environment "as role models and facilitators of scholarship conducted with integrity"? 4 Most librarians agree that it is important to provide service to users who are not physically in the library when they require assistance, and that this need increases as online resources increase. How best to meet these needs, and the ability of chat reference (especially collaborative services) to do so, remains unresolved in the literature. ...
Article
Full-text available
Academic libraries have experienced growing demand for 24/7 accessto resources and services. Despite the challenges and costs of chatreference service and consortia, many libraries are finding the demandfor these services worth the cost. One key challenge is providing andmeasuring quality of service, particularly in a consortia setting. This studyexplores the quality of service provided in one academic library participatingin a 24/7 chat reference consortium, by assessing transcripts ofchat sessions using in-house reference quality standards. Findings pointto both similarities and differences between chat interactions of locallibrarians versus consortia staff.
... A survey among students of the Syracuse University School of Information Studies in New York showed that students benefited from the use of IM as a tool for socialisation with fellow students outside lectures (Nicholson, 2002). Several studies have shown the value of the implementation of IM as an online library referencing service (Andrews, 2004;Cummings & Guerlain, 2004;Fagan, 2004;Foley, 2002;Johnson, 2004). ...
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Instant messaging (IM) is the term used to describe the technology through which ‘users can set up a list of partners who will be able to receive notes that pop up on their screens the moment one of them writes and hits the send button’. While early use could be described as mainly for fun, IM today is a serious communication medium. Remarkably, it seems that educational institutions have been doing very little with it, while several studies indicate that it could indeed be a valuable tool in education. As a first step towards a better understanding of the educational use of IM, we want to gain insights in how students currently use IM and what opportunities they themselves see for the medium. To that end we conducted a survey among students of the Fontys University of Applied Sciences in The Netherlands. A large majority of the participating students indicated using IM for their studies. Also, when asked about their demands for a possible educational implementation, the majority were positive.
... Many chat digital reference services have followed this approach (Ronan and Turner 2002; Marsteller and Neuhaus 2001). Johnson (2004) is one of few researchers to conduct a user-oriented survey of chat digital reference services using a questionnaire. However, these surveys use online pop-up questionnaires (e.g., Broughton 2002/2003; Ruppel and Fagan 2002; Foley 2002), which, according to Nilsen (2004), " do not reflect users who have disappeared during the electronic transaction; unhappy or annoyed users may not bother to fill in the questionnaires, while students completing questionnaires in a class might not be unbiased " (para 15). ...
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ABSTRACT: Digital reference is a library question and answering service available via the Internet. Digital reference services provide information seekers access to a variety of resources and services to better facilitate information seekers in meeting their needs. In many services librarians interact with users synchronously using chat communication technologies, which incorporate co-browsing/escorting, and Web page pushing features. These collaborative features enable participants to see each other's desktops and engage in more personalized and interactive information seeking activities. User-librarian interactions are captured by computer server logs, stored, and retrieved as digital transcripts. Currently, there is little research on how information seekers benefit from collaborative digital reference encounters. To fill this gap, this dissertation aims to better understand information seekers participating in collaborative digital reference activities such as cobrowsing/escorting and Web page pushing as reflected in the transcripts. This is a case study designed to explore and understand information seekers interacting in a digital reference environment. The research assesses transactional and narrative data involving digital reference users affiliated with a large university library in the United States. The study was conducted in four phases. Phase I consisted of document analysis, including a review of the host library's Web site and related documents pertaining to the chat digital reference service. Phase II consisted of chat transcript collection, isolation, and preparation of the study sample. Text (Electronic thesis) in PDF format. Mode of access: World Wide Web. Advisor: Gary Burnett, Florida State University, College of Information. Title and description from dissertation home page (viewed Jan. 23, 2007). Document formatted into pages; contains viii, 284 pages. Thesis (Ph. D.)--Florida State University, 2006. Includes bibliographical references.
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The reference services have evolved and changed since the introduction of information and communication technologies in the academic environment. Since its emergence, at the end of the 19th century, great changes have occurred, especially when referring to access to the enormous range of data and information available. The article addresses concepts of reference services and portrays reference services inBrazilian university libraries. Objective: to characterize Brazilian reference librarians and the environment in which reference services take place. Methodology: integrates elements of qualitative and quantitative research. For data collection, a questionnaire was used, prepared and made available digitally to 40 librarians working in reference services of Brazilian university libraries. Results: reveal a majority, female, aged between 35 and 40 years, post-graduated for a maximum of ten years, with higher education in librarianship working in a university library for a maximum of ten years, and in reference services for, at most maximum, five years, linked to a central library or library system and seeking continuous training, in courses, training and events in the area in which it operates, in short periods. Reference services take place digitally and in person, the main information sources are the periodical, theses and dissertations, made available and accessed through information resources and the portal of electronic journals and databases, mainly in the areas of health and biological. The communication process for the reference transaction occurs predominantly with the use of e-mail and landline, social networks are used by most libraries, with Facebook and Twitter being the most used, mainly in the dissemination of products and services. Communication is carried out by librarians, using the Portuguese language. Conclusions: the reference services inBrazilian university libraries are in full expansion, technologies are being inserted into librarian practice and librarians are looking for professional qualification with a view to improving the services they offer in the libraries in which they operate.
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Thesis
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The comfort level with the technology and the ease of access to all kinds of information which it provides has privileged the web as the research tool of first choice among today's library users. Libraries are responding by introducing web-based reference services through email, instant messaging, live chat and/or virtual reality tools like 'Second Life' to meet the needs of these techno-literate users. Focusing on an academic library in the Caribbean, this paper contends that despite the perceived advantages of using technology to provide reference service, circumstances in the local environment militate against privileging virtual reference over traditional reference. The paper will examine issues such as the differing information research skill levels among students, the physical format of the library collection, the un/availability of the requisite professionals to staff a virtual service and the underlying role culture plays in this paradigm.
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Purpose – The aim of this paper is to provide an in-depth examination of the use and non-use of text reference service among library users, seeking to evaluate the service from library users' perspective and hence enhance the professional understanding of the best practices of text reference service. Design/methodology/approach – A survey study was conducted among library users, examining user demographics, user's texting behavior, user awareness of text reference service, and users' use or non-use of the service. Findings – Findings suggest that the majority of library users have not used the service and their non-use is primarily attributed to their lack of awareness. Users who have used the service report a high degree of satisfaction and appreciate the convenience, ease of use and speediness of the service. Practical implications – The paper helps interested libraries develop an enriched view of texting's affordance as a reference service venue and thus make more informed decisions in successfully implementing the service. Originality/value – Text reference is the most recent reference development and it does not have a large body of literature. Current reports are primarily of a single library's experience and rarely investigate users' experience with text reference service. This paper fills the void in the literature by presenting a thorough study of text reference service from the user's point-of-view.
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Chat reference transactions can take much more time than the same interactions in traditional face-to-face encounters. Many libraries have recognized this and incorporated guidelines for managing chat length into their virtual reference policies. This article summarizes a sample of these policies, and suggests some practices for helping train staff to manage longer chats efficiently.
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The aim of this study is to determine the effectiveness of digital reference services in academic libraries in Malaysia. It focuses on the awareness, usage, users' perception, library's performance, perceived needs, issues, and problems faced by students. The research methodology employed was a case study approach that combined three data collection methods: questionnaires, interviews, and content analysis.
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The Internet is the research tool of first choice among today's library users. Libraries are responding by introducing a number of Internet-based reference services to meet the needs of these techno-literate users. Focusing on an academic library in the Caribbean, this article discusses the issues that privilege traditional over virtual reference and examines issues such as student information research skills, the physical format of the collection, levels of staffing, and the role of culture.
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Purpose – The purpose of this paper is to compare user perspectives on visits to in‐person and virtual reference services conducted by participants in the Library Visit Study, an ongoing research project. Design/methodology/approach – This paper compares satisfaction rates, identifies staff behaviours that influence user satisfaction, and suggests how both face‐to‐face and virtual reference can be improved. Since 1990, participants in the Library Visit Study have been MLIS students who ask questions at in‐person and virtual reference desks, and report on their experiences. In addition to these accounts, students complete questionnaires on their experiences. Level of satisfaction with the in‐person or virtual transactions, based on the “willingness to return” criterion, are computed. Satisfaction is compared with other factors such as correctness of answers and friendliness of library staff. Underlying problems that influence satisfaction are identified. Findings – Data from 261 in‐person and 85 virtual reference transaction accounts (both e‐mail and chat) show that virtual reference results in lower satisfaction than in‐person reference. Underlying problems that are associated with user dissatisfaction were identified in face‐to‐face reference and carry over to virtual reference, including lack of reference interviews, unmonitored referrals and failure to follow‐up. Research limitations/implications – The number of virtual reference visits is relatively small (85) compared with 261 in‐person visits. Practical implications – The reasons for ongoing failures are examined and solutions that can help improve both face‐to‐face and virtual reference are identified. Education and training of reference staff can be improved by recognition of the behavioural causes of dissatisfaction in users. Originality/value – This paper provides empirical data that compare user perceptions of in‐person and virtual reference.
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In 2004, ten libraries in the Texas A&M University System began AskNow, a collaborative pilot project offering a chat-based virtual reference service to patrons. This article attempts to describe one of these libraries' experience with implementing virtual reference service.
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Despite early reports of patron enthusiasm with chat reference, usage of this service has been disappointing at some academic libraries, including our own. To probe why students have not used our chat reference service more, we conducted in-depth focus group discussions with upper level undergraduates on our campus. We questioned participants—all nonusers of chat reference—about their research behaviors and their reference service preferences. Responses suggest users desire both a variety of reference services and more personalized reference services. We discuss implications for how we deliver chat reference.
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Purpose This paper aims to examine whether relocating the reference desk closer to the main entrance has factored into increased reference activity at Regent University Library. Design/methodology/approach Statistics from 1992/1993 through 2007/2008 were examined to see whether gate counts and questions asked went up, down or remained steady. Findings Technology changes and user expectations have affected reference service at Regent University Library. Even though the number of patrons coming to the library has declined, the number of questions being asked through e‐mail and the telephone has risen slightly. Librarians have also seen an increase in students making appointments for extended assistance. Research limitations/implications This case study examines the decline in gate counts and reference activity at one academic library during a period of enrollment growth. Changes to the layout and location of the reference desk resulted in an increase of in‐person reference transactions. Practical implications Evaluation of usage statistics documents the strong correlation between library visits and reference transactions. Both of these figures have dropped significantly during the past decade, and only recently have shown increases. Following the relocation of the reference desk, the library recorded increases in total reference questions and in‐person questions. There has been an increase in the proportion of questions received in‐person at the new location. Originality/value A case study covers the changing role of the reference desk at one academic library from a separate, free standing desk to a consolidated information commons model. Each stage in the development is discussed, with analysis of the impact on reference question activity and the effect of close proximity to the front door of the library.
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Purpose Many academic libraries are trying a variety of innovative services to meet net generation users “on their own turf” and “on their own terms”. This paper aims to address the need for academic libraries to determine the wants and preferences of their institution's own net generation students before launching any new service that could be costly and ineffective, and to discuss a method for doing so. Design/methodology/approach An online survey of undergraduates was conducted at Marywood University to investigate if the net generation profile – being technologically savvy and desiring the quick and easy – applies to help‐seeking preferences at the library. Students were asked to rate their preference for a variety of research assistance options such as e‐mail, IM, Facebook and librarian assistance outside the library. Findings Results of the study run counter to expectations, and show that certain research assistance options, namely assistance via chat, Facebook, and course management software, are not a favorite among 18‐22 year‐olds at Marywood. Research limitations/implications Because of a low response rate of about 10 percent, the library recognizes that it is not possible to generalize these results to all undergraduates at Marywood. However, findings do show an interesting trend that goes against the net generation profile. Another survey is planned in conjunction with focus groups. Originality/value The Marywood Library has discovered, through a survey, that one size does not necessarily fit all when catering to the net generation. Time, effort, and expense could be saved if academic libraries conducted a similar study to determine the preferences of their net generation students.
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The University of Nebraska at Omaha's Library expanded its reference services to an underserved area/curriculum at the Peter Kiewit Institute, a building on the University's South Campus. The Library chose videoconferencing to deliver library services to the Institute. This method included Web cameras, microphones, and Polycom software for a real-time interaction between the patron and librarian. The paper describes the planning process, hardware, software, problems, marketing, staff training, and ideas for future applications.
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This article discusses the evaluation of virtual reference services from the user perspective. It is one outcome of a long-term research project, The Library Visit Study, which has been conducted in three phases at the University of Western Ontario for more than a decade. These studies have identified the need for, and essential components of, reference interviews and good reference behaviors. The third phase of this research focuses on the factors that make a difference to the users’ satisfaction with their virtual reference experience and whether these are the same or different from the ones we identified as important in face-to-face reference. An examination of user accounts of virtual reference transactions indicates that the reference interview has almost disappeared. Among the reasons identified for staff failure to conduct reference interviews in the virtual environment are: the nature of written vs. spoken interaction; the librarian's perceived need to respond quickly in this environment; and the rudimentary nature of the forms used in e-mail reference. The article includes a list of behaviors that users identified as either helpful or unhelpful and concludes with some implications of the research for good virtual reference service.
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Media collections, policies, and services depend on a number of variables, perhaps the most significant of which is technology. Access should reflect the needs of the current and future user populations rather than the economic or ideological realities of the past. This article presents the results of research and illustrates one plan for improving collection accessibility and redesigning media services to better suit current needs. Principal areas of investigation include designing a home-grown, online-collection search-and-circulation tool, researching collection and circulation needs, and facilitating improved media literacy of patrons. By rethinking the way we structure bibliographic and physical access to media collections, we have the opportunity to redefine the role of academic media center collections and services.
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The social environment prevailing within higher education institutions in Australia has seen many changes in recent years. Many factors have contributed to these changes and this paper explains the areas in which student life in Australia has changed and the challenges these changes have posed to students. This paper argues that universities in Australia and elsewhere need to prepare themselves to cope with the rapidly changing needs of their students. Information technological tools such as Internet chat room could be one of the cheapest and student-friendly tools which universities could use to meet the social and psychological needs of their students. A chat room was created for the students of Flinders University (Adelaide, Australia) and this paper explains the ways in which this chat room was used by the students. Based on the observations made, this paper highlights the fact that chat rooms could be a useful tool for universities in this day and age.
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Using the multiple-case study method, this research investigates reasons why nine virtual reference (chat) services have been discontinued. The investigation of these five academic, one public, and three consortial chat services was conducted through structured e-mail and telephone interviews with the library decision makers and analysis of available reports and documents. The major reason for discontinuation was funding problems, followed by low volume (including low volume by target audience). Other reasons were staffing problems, technical problems, and institutional culture issues. Staffing issues included the need for comfortable staffing patterns, maintenance of sufficient volume to maintain proficiency, and cultivation of positive attitudes. Technical problems centered on software malfunctions and connectivity difficulties. Within two of the consortia, different patterns of funding, staffing, and mission posed difficulties for blended cultures that caused the consortia to break up. Despite all these issues, the possibility of restarting chat services, perhaps in consortia or with simpler chat software, exists for all services, with two services desiring to restart when funds and reorganization permit.
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The questions of whether chat reference service is beneficial enough to users to justify the costs of offering it, and how valuable it is to users in fulfilling their information needs, have been primary concerns for librarians providing the service, for library administrators managing the service, and for funding agencies paying for it. The present study combines a traditional evaluation of the user's satisfaction with the reference encounter, with details of the user's information use and the user's motivation for using the chat reference service. This evaluation study assesses the effectiveness of chat reference service in meeting users' information needs.
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This exploratory study investigated the help - seeking preferences of library users at two large urban universities in Toronto. Reference desk and virtual reference users were compared in terms of their perceptions of the options now available for obtaining reference help. The premise for the study was based on the assumption that a reasonable exposure to newer reference services, such as chat and email had occurred, therefore allowing for an examination of emerging preferences for different types of services. Surveys were distributed to both reference desk and virtual reference users asking seven core questions exploring use and preference for reference services as well as habits and preferences for study location (in library, off campus, etc.). The results suggest that the reference desk continues to be the most popular method of getting help in the library, but virtual reference satisfies a niche for users who prefer to work outside the library. Those who use virtual reference tend to perceive their options for getting help differently from other users. Virtual reference users do not perceive virtual reference as a novelty or as a marginal service, but see it as a significant service option. In addition, the results show that virtual reference services may have a special appeal to graduate students since graduate students seem more likely to conduct their research outside the library. The study concludes with recommendations for planning and for future research.
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Virtual chat services represent an exciting way to provide patrons of medical libraries with instant reference help in an academic environment. The purpose of this article is to examine the implementation, marketing process, use, and development of a virtual reference service initiated at the Massachusetts College of Pharmacy and Health Sciences and its three-campus libraries. In addition, this paper will discuss practical recommendations for the future improvement of the service.
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Current discussions and trends in digital reference have emphasized the use of real-time digital reference services. Recent articles have questioned both the utility and use of asynchronous services such as e-mail. This article uses data from the AskERIC digital reference service to demonstrate that asynchronous services are not only useful and used, but may have greater utility than real-time systems.
Article
Libraries have always tried to make reference services easier to access, whether by telephone, fax, or e-mail, but these services do not fully take advantage of the immediacy and convenience of Web interaction. This article explores the possibility of using Web contact center software to offer reference assistance to remote users. Contact center software provides live interaction and collaborative tools, including call routing (to network better with subject specialists in remote locations) and collaborative browsing (allowing the reference librarian to guide the patron's browser to the appropriate URLs). The Metropolitan Cooperative Library System/Santiago Library System consortium has received a grant to purchase contact center software and test its applicability for reference. The implications of this project, including a proposed virtual reference network, are discussed. If this approach lives up to its promise, and reference is moved onto the Web, perhaps then it may be possible to provide our patrons with access to the library anyway, anyhow, and anywhere.
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Much has been written about the various tools for digital reference, technical issues associated with their implementation, and the potential for these tools to reach new patrons. In this article, the author focuses on the need to understand the technical environment within which digital reference occurs, from issues of patron definition and access, to the role of cooperative relationships and networks in meeting the shared needs of librarians and patrons. The author provides an overview of today's reference environment along with data and practical examples from services like QuestionPoint™ [1], the Library of Congress, and Ask Joan of Art® to demonstrate the importance and effect understanding audiences, appropriately using technology, and working cooperatively can have for libraries in digital reference.
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The information world is a very different place in 2003 than it was a few years ago. It is possible, for example, to find information more quickly and easily than ever before, using new tools, and drawing on sources of information unavailable or even nonexistent not so very long ago. People seeking answers or providing them now have many more options for "question negotiation", in the broadest Tayloresque sense [1]. Consulting an information professional continues to be one of those options. In fact, such professionals can now be much more accessible via these new tools and technologies.
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This article addresses issues that relate to the changing functional relationship between the reference librarian and the user, based on the observation that the advance of information technology, particularly the Internet, has altered the values, attitudes, and beliefs of library users, and, as a consequence, their microculture. Highlights include: the traditional reference desk; the changed reference environment, the creation of electronic reference services, and direct connections to information resources; user cultures; the convenience quotient (a measure of what type of user orientation is most comfortable within a given type of relationship and who regards the services provided as convenient); and components of reference service with regard to information resources.
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In this symbolic Web site—http://digiref.scenarios.issues—the author discusses issues raised by the development of remote reference. Two separate scenarios are proposed: "broken down reference service" and "doing the tango." The author concludes by identifying four issues that are important to consider in conjunction with these scenarios.
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This paper treats the concepts of marketing and relationship management as they apply to libraries. The author begins with a description of the current situation of libraries, librarians, and customer perceptions, and assesses the library's environment in light of the new realities of the workplace. Relationship management and its importance to the library's future success are defined.
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There has been in recent years a surge of interest about new software products that make it possible for libraries to offer assistance to online users via chat. Such software offers far more interactivity than instant messaging programs and allow for a richer experience for both librarian and user. Surveys chat reference services around the globe and analyzes trends in the provision of this new mode of assistance. Also presents discussion of why chat reference service is gathering attention as well as its limitations and drawbacks.
Article
Real-time online reference holds enormous potential for revolutionizing the way users find and use reference services. By adding interactive help to their online information services, libraries can reach users who may never have sought out the traditional reference desk. Moving from the desk to the desktop, however, can be a daunting prospect. Anxious to try this innovative service, but concerned about a long-term commitment to expensive software and possible staff reorganization without a clear mandate, the Reference and Undergraduate Libraries at the University of Illinois at Urbana-Champaign launched a pilot project in the spring of 2001. In addition to testing the feasibility of real-time online service, we attempted to gather as much data as possible to guide in future planning. The results were gratifying: patrons responded enthusiastically, and the data collected provided valuable insights into the use and users of this service.
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This article examines the reference interview in the digital library environment. The reference interview is clearly at the heart of the reference transaction. Electronic technologies will not change the centrality of this process for librarians and users. Some of the challenges of interviewing users in a digital world are considered in this article. The first part compares and contrasts the traditional face-to-face reference interview with the electronic interview. Next, some suggestions for effective electronic interviewing are presented and analyzed. Lastly, conclusions are drawn about some of the skills that tie together the electronic interview process, mainly traditional letter-writing skills.
Article
This article reports the results of a survey of reference librarians in public and academic libraries of various sizes in the United States, asking them about their experiences with and attitudes towards the use of digital and networked technologies and resources in reference work. A total of 648 responded. In general, respondents were positive and optimistic in their outlook, but not unreservedly so. Among the strongest findings was a correlation between recent experience at doing digital reference and positive attitudes towards it, a clear set of opinions about what such services would be best and worst at, and differing perspectives and patterns of responses between academic and public librarians. In addition, questions asking about characteristics of librarians, their current and planned reference services, and some of their professional choices in doing reference work are reported.