LIBRARIANS IN DIGITAL CONVERSATIONS: CREATING EFFECTIVE REAL-TIME CONNECTIONS BETWEEN RESEARCHERS AND RESOURCES
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This document discusses librarians providing real-time reference assistance using digital tools. It introduces online reference services and the use of social media, cites examples from libraries worldwide, and examines tools like chat, email and videoconferencing. Key aspects of developing a virtual reference program are outlined, including training, guidelines, competencies and evaluating performance. Behavioral standards for chat and other digital reference services are presented.
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LIBRARIANS IN DIGITAL CONVERSATIONS: CREATING EFFECTIVE REAL-TIME CONNECTIONS BETWEEN RESEARCHERS AND RESOURCES
- 1. Librarians in Digital Conversations Creating effective real-time connections between researchers and resources Joseph M. Yap Coordinator, IMS DLSU
- 2. 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.
- 3. VRS/DRS Movement 1980s – beginning ofVRS/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.
- 5. Communication Tools Synchronous vs Asynchronous https://www.youtube.com/watch?v=ONGtUTGc9sE
- 6. 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 MaintainingVirtual Reference Services, 2010 [PDF]) http://www.ala.org/tools/libfactsheets/alalibraryfactsheet19
- 7. 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
- 8. DRS Guidelines Reference 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
- 9. PREPARE (INFRASTRUCTURE, BUDGET, ETC.) ESTABLISH POLICY AND GUIDELINES TRAINING OF PERSONNEL IDENTIFY LIST OF COMPETENCIES OBSERVE BEHAVIORAL PERFORMANCE MARKETING EVALUATION
- 10. Competencies Access a) Responsiveness b) Organization and Design of Services c) CriticalThinking and Analysis Knowledge Base a) Environmental Scanning b) Application of Knowledge c) Dissemination of Knowledge d) Active Learning
- 11. 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
- 12. Evaluation of Assessment and Resources a) User Needs b) Information Services c) Service Delivery d) Information Interfaces e) Information Service Providers
- 13. 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.
- 14. Listening/Inquiring Uses current technology during the reference interview to gather as much information as needed to serve the patron’s need without compromising patron privacy. Searching Uses appropriate technology to help guide the patron through information resources, when possible. Follow-up Encourages 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."
- 15. 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.
- 16. DRS Abroad
- 19. Sultan Qaboos Univ Library (Oman)
- 21. 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
- 22. DRS in the Philippines http://conference.ifla.org/past-wlic/2011/199-ramos-en.pdf
- 23. 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
- 24. 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]
- 25. 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.
- 26. Research Research questions are more complex than other questions.
- 27. Text Reference
- 29. 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
- 31. Requirements Mobile Phone / Tablet Computer Sim Card Load (Pre-paid or post-paid) Trained Reference Personnel / Librarian
- 32. VoIP and IM
- 33. Requirements Computer Internet Headset VoIP and IM account Trained Reference Personnel / Librarian
- 34. Web Form / Email
- 35. FAQ
- 37. Chat Reference http://www.infotoday.com/cilmag/oct12/Breitba ch--Your-Guide-to-Meebo-Options.shtml
- 38. 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/ghas ri-degani.htm
- 39. 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.
- 40. Altarama (Reftracker) Springshare (LibChat)
- 45. Social Media http://blog.linkedin.com/2013/12/04/the-role-of-social-media-in-college-admissions/
- 46. 2014: 5404 Joined: 2009 April 2015: 6145
- 47. 2014: 730 Joined: March 2010 April 2015: 803
- 48. 2013: 1500+ Joined: Sept. 2012 April 2015: 76, 540
- 49. LIA: 9 views Joined: March 2014 DLSU Libraries: 52 views
- 51. Guess the logo
- 52. Let’s Play Category: Social Networks
- 61. Category: Professional / Business Networking
- 62. Category: Events
- 67. Category: Social Media Blogs
- 70. LORA Launched on September 1, 2009.
- 71. Text TOM Launched on June 19, 2012
- 72. LIA
- 73. 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.
- 74. Promotion
- 75. Like us andWin
- 76. Assessment ROI User-satisfaction Online survey
- 77. THANKYOU FOR LISTENING! joseph.yap@dlsu.edu.ph www.facebook.com/jmyap [Joseph MarmolYap] https://twitter.com/josephyap