LIS 601 Introduction to Reference and Information Services Spring 2013 Dr. Diane Nahl University of Hawaii LIS Program

2.  Bibliographic
 Statistical/numerical
 Directory
 Full text or full image
 Multimedia
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3.  CD-ROM
 Web-based Direct Online (Voyager)
 Web-based Remote (subscription databases)
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4.  1970’s fee-based remote online via Telnet
› Intermediary gatekeepers do searching
› Command line search syntax
› Fees: connection, online time, file #, records
viewed, records printed
› Federal database projects (ERIC, Medline,
Agricola)
› Disciplinary database projects
› Online catalogs begin in-house
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5.  1980’s CD-ROM subscription databases
and direct online catalogs
› Library users searching on LAN PC
workstations and online catalog terminals
› Intermediaries teach command line search
strategy, concept analysis, vocabulary, sources
› Databases offered by increasing number of
vendors
› Printing costs
› Online catalogs networking via Internet
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6.  1990’s Web-based databases and online
catalogs
› Web search engines proliferate (1994)
› Intermediaries teach Web search strategies
› Form fill-in interfaces
› Increasingly full text databases
› Hyperlinks
› Emergence of E-journals
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7.  2000 - 2013
› Web-based subscription databases
› HL $2+m annual, medium sized research
library
› Increasing numbers of E-journals & E-Books
› Creating regional and local digital collections
of special materials
› Federated searching and meta-search
capabilities
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8.  2000 – 2013
› Inviting user input: comments, ratings & reviews,
indexing & xml tags, E-reference, library blog,
library wiki, library book club, library online
community, bookmarking & tagging, Sharing,
Liking, etc.
› Discovery services (Primo One Search)
› Mobile access to library sites
› Managing library Web sites, digital libraries &
collections
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9.  2000 – 2013
› Canceling existing print subscriptions,
relinquishing the print archive model
› Open access movement (ALA journals)
› Open Source movement (Greenstone, Koala)
› Institutional Repositories: digital archive model
› Increasingly retrospective periodical databases
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10.  2000 – 2013
› E-only libraries
› Tablets for roving reference
› RSS, screencasting, Webcasting, podcasting &
vodcasting, SMS reference
› Social media: YouTube, LibraryThing, Facebook
, FourSquare
› Second Life ALA & Community Virtual Library
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11.  Fast
 Comprehensive
 Emailing and saving records


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12.  Costly
 Complex
 Teaching
 Encourage impulsivity and less preparation
time


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13.  Librarians must be highly search literate
› Core course LIS 663 very important
› Pre-req for HL LIS 690 reference internships
 Attracts more people to library services
 Time to teach & explain at desk & while roving
 Time to learn new sources, sites & mobile devices
 Search results quick & deceptively satisfactory
 Time to fix equipment--frozen terminals, wireless
glitches, paper jams, toner change, printer card
malfunction, system downtime
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14.  Modes (asynchronous & synchronous)
› Mobile or desktop
› Email
› Web forms
› IM & Texting (SMS)
› Chat
› Blogs, Wikis
 Consortia
› 24/7 Reference (UHM Libraries)
› QuestionPoint
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15.  Lack of visual & auditory cues
 Total reliance on technology
› Patience is a virtue
› Plan for technology challenges and delays
 Requires adequate keyboarding skills
 Requires multi-tasking skills
 Increased awareness of user time, skills,
technology & environment
 Expanded user base outside traditional
geographic area & user groups
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16.  Reference interview is the basis of
accurate reference service in any format
 Establishing a friendly, helpful tone at the
start to make a person-to-person
connection
 Knowledge of reference tools & policies
is essential
 Referral to subject specialists
 Responding at a (not much) later time
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17. 1. Be friendly &
approachable
2. Use active listening
3. Ask reference
interview questions
4. Provide handouts
5. Provide instruction in
how to use sources
6. Ask follow-up
questions
1. Introduce self & use
person’s (screen) name
2. Type “I see” “OK”
3. Type reference
interview questions
4. Push pages, give notes
5. Escort through
resources
6. Type follow-up
questions
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18.  “Listen” (read) carefully.
 Paraphrase or summarize the question:
If I understand you correctly, you are
looking for… (unscripted content)
 Use open questions to get the essential
information right away
 Avoid library & technology jargon
 Take notes
 Follow through to solution (follow-up in
email)
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19.  Use similar language & style of inquirer
 Use & interpret acronyms, abbreviations,
texting & emoticons
› FYI, AKA, BTW, IMHO, :-), TTYL, BRB, AFK, LOL, etc.
 Typing takes too long
› Online people are in a hurry
› Send short, frequent messages
› Create & use scripted messages
› Use ellipses … to break up messages into smaller
components
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20.  Work in a second browser window to
search during silent or lag time
› Users are multitasking!
 Detecting if user is (still) there
› Send a question to get the user to respond
› Tell, do & ask when users act confused or lost
› If disconnected, keep typing answer, transcript
automatically goes to user
 Email later to be sure they are satisfied (follow-
up questions)
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21.  Mostly text chat/IM, voice chat available
 Immediately greet the avatar "Hello [insert
name here], welcome to the library."
 50% use languages other than English, avatar-
librarians use a translator HUD
 Patience with language abilities, pacing, lack
of response, odd appearances
 Passing out Notecards with links to specific
inworld locations and descriptions
 Most questions relate to how the SL interface
works, then how to find people, places, and
events
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22.  DIG_REF listserv
› Librarians experienced in VR
› Comparison of product functionality
› Advice
› Consortia partners
 OCLC research on virtual reference
services (VRS)
http://www.oclc.org/research/activities/synchronicity.html
 Resources for Virtual Reference
http://www.refdesk.com
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23. 1. Become an excellent professional searcher
2. Continue to use best practices to search
for and use controlled vocabulary and
Boolean operators
3. Continue to learn features & functions in
databases & print sources
4. Develop excellent reference interview
skills--do a reference internship
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24. 5. Continue to use best practices in
reference interviewing skills, especially
open questions & follow-up questions
6. Develop excellent research skills--invest
in challenging courses
7. Develop broad-based knowledge of
topics--read, read, read & actively
participate widely in culture
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25.  All assignments &
extra credit due
by May 7
 Papers may be
turned in via
attachment or
Google document
(Search Work only)
 Happy Summer!
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IG_Eyes 2011