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1.
《Legal Reference Services Quarterly》2013,32(1-2):35-46
SUMMARY While the reference interview remains the vehicle whereby librarians are able to understand the information needs of users in order to assist them, the ways in which the reference interview is conducted have changed with time and technology. This chapter provides a brief history of the evolution of the reference interview, from the face-to-face transaction to the current trends of e-mail and chat software mediated reference interviews, and examines application of these current trends in virtual reference services. While the methods of conducting the reference interview have certainly changed, the ultimate goal of meeting the information needs of the user remains constant. 相似文献
2.
《The Reference Librarian》2013,54(79-80):121-155
Summary Instant messaging (IM) reference is gaining in popularity but still faces resistance. Some librarians agree with some researchers in the field of computer-mediated communications (CMC) that it can never approach the complexity of face-to-face communication, and is therefore an unsuitable medium for reference. Librarians in face-to-face reference use nonverbal communication skills such as a welcoming expression and an interested tone of voice to encourage patrons to approach the desk and discuss their topic; they also interpret the nonverbal cues of patrons. This analysis of online reference conversations shows how online skills can substitute for many of these nonverbal cues. Some skills are unique to computer-mediated communication while others involve written language skills to encourage exploration of the topic, increase clarity, demonstrate approachability and empathy, and instruct. The study illustrates communication problems and solutions using actual conversations, giving particular attention to the reference interview. 相似文献
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Chat reference has presented a unique set of problems for reference librarians. Lacking the visual and auditory cues of face-to-face or telephone reference interactions, librarians providing service for the virtual desk have developed digital techniques and resourceful maneuvers to help them navigate this new frontier. Still, many chat librarians find it difficult to conduct a meaningful transaction using just words, software components, and a mastery of online resources. Technical and communication problems further complicate their efforts. However, virtual reference librarians are rising to the occasion and engaging in exemplary chat transactions that conform to the highest standards of service. 相似文献
5.
《The Reference Librarian》2013,54(83-84):41-56
SUMMARY The reflections penned in this article began as a single paragraph contributed several years ago to Charles Anderson's “The Exchange,” a column in RQ (now Reference & User Services Quarterly) (Anderson, 1995). I elaborated upon the concept through further reflection and augmented the ideas through a literature review. These ideas are meant to spark interest among library school students, new reference librarians, and veteran reference librarians who perhaps need new reason to show up with a positive attitude at that next reference shift. The thesis is that this moment in time within a given reference interview occurs only once, regardless of how many times a librarian has heard the question. We as librarians must always be alert to respond appropriately to the distinct contributions that the given library user brings to that question. In the process, we are equals in that the librarian knows more of the research technique to uncover the appropriate sources, but the library user knows more of what his specific slant on the topic will be. We would be wise to stay diligent, to listen well, and to take nothing for granted. The reference interview then becomes a lively, energetic, and stimulating discussion meant to lead to library research at its best. 相似文献
6.
《The Reference Librarian》2013,54(93):3-22
Abstract Explores virtual reference as a new career opportunity for librarians. Asks if this is a good, long career path, or if it will careen virtual reference librarians off into the slough of despond. The skills needed for the traditional reference librarian are compared to those needed by the virtual reference librarian; the challenges and advantages of working virtual versus traditional reference are identified; the types of questions and resources used in providing virtual reference service are discussed; and the types of interaction with the patrons are explored. The skills needed to manage and evaluate virtual reference services are also articulated. 相似文献
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Lori Northrup 《College & Undergraduate Libraries》2013,20(3):357-363
ABSTRACT Virtual reference using chat or instant messaging clients (IM) has become an expected service offering for libraries seeking to cater to today's Web 2.0 patrons. The use of chat aggregators to monitor multiple accounts in one interface allows libraries to reach a wider audience of IM/chat users. Embedding chat widgets into library Web pages can further increase chat reference use because it allows patrons without IM/chat experience or accounts to reach librarians seamlessly. This article reviews the use of aggregator software for chat reference monitoring, examines the popularity of the MeeboMe! chat widget for embedded virtual reference and briefly describes the experiences and recommendations of librarians at Samford University Library as they have implemented its use. 相似文献
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ABSTRACTAs staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University’s a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change.Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models. 相似文献
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《Public Library Quarterly》2013,32(3-4):21-27
Abstract Public libraries are often the first access point for additional information resources on health and medical topics. We, as librarians, must be aware of our role in the information seeking process, and communicate with the patron effectively in order to direct them to appropriate resources. Particular attention must be given in the reference interview, including adequate follow-up support and consideration for protecting confidentiality. This paper discusses elements of the reference interview and describes measures that can be taken to avoid personal liability while directing patrons to health information resources. 相似文献
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《College & Undergraduate Libraries》2013,20(3):63-85
ABSTRACT Since the implementation of its instant messaging reference service in the 2000-2001 academic year, the librarians at the University at Buffalo (UB) have succeeded in creating a vital presence for virtual reference. The Instant Librarian chat service, open 57 hours per week during 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. A chat session is a unique way to reach a patron who normally would not come into the library for help. In the chatroom, the librarian creates a positive teaching environment, prompting repeat visits and even in-person follow-up research consultations. This paper describes the nuts and bolts of UB's chat reference service and illustrates ways UB librarians attempt to incorporate teaching strategies within the online environment. The first section discusses issues such as staff training, technology/software problems, marketing/publicity matters, and the methodology and purpose of a user survey. The second section addresses the instruction element of UB's Instant Librarian. Librarians take advantage of the online environment to promote self-directed learning. The paper also includes a literature review highlighting published articles, books, and surveys that examine the significant facets of a real-time reference service. 相似文献
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ABSTRACTDespite a general decline in recent years in academic libraries’ reference desk statistics, research indicates that library users continue to have complex research questions but are largely unaware that librarians are waiting and ready to assist them. The challenge for librarians is to connect with users at their point of need. At Bowling Green State University, we are making a move in this direction with proactive (pop-up) chat widgets embedded within our library Web pages, catalog, and databases. Since implementation, the number of chat reference questions received has more than doubled, helping us reach additional users from on-and off-campus. 相似文献
12.
《The Reference Librarian》2013,54(95-96):53-79
Abstract 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. 相似文献
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《The Reference Librarian》2013,54(95-96):21-35
Abstract This study applied traditional categories used for classifying questions presented at reference desks to online reference services. Questions presented at Penn State's subject libraries were classified as ‘Where Is,’ ‘Troubleshooting,’ ‘Policy and Service,’ and ‘Reference.’ Definitions and examples were provided to the librarians and staff covering thirteen reference desks. These categories were then applied to Penn State's e-mail and chat reference transactions for the Fall 2002 semester. Although the types of questions were similar across the three services, there were differences in the proportion of questions by categories. This suggests that services have similar, yet distinct, functions and that the type of questions submitted differ between in-person and online and also between e-mail and chat. 相似文献
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《Legal Reference Services Quarterly》2013,32(1-2):133-146
Summary Technology makes it possible for library users to ask reference questions using e-mail or forms on the web and for librarians to conduct reference interviews using chat or videoconferencing software. This article explores each of these technologies and their current and potential use in reference services. A discussion of how technology has changed the way librarians find answers to reference questions is followed by a review of the tools needed for a well-equipped reference desk. 相似文献
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《The Reference Librarian》2013,54(79-80):157-161
Summary One of real-time chat reference's strengths is the options it gives the librarian in terms of answering questions. Librarians can use text chat, send over a Web page (push pages), or let a patron watch them work over their computers. Options come with a price, though-transaction speed. While most librarians work from a speedy connection, patrons chatting with them are probably using slower dial-up connections. Chat software features are expanding quicker than most patrons can handle, so now it's time to focus on how to best serve the most patrons, instead of inadvertently catering to a select group of technologically savvy patrons with fast computers. Text chat is an excellent way to make sure the most patrons get the best results from real-time reference chats. 相似文献
16.
《College & Undergraduate Libraries》2013,20(4):43-54
Abstract Launching virtual chat reference services at Boatwright Library at the University of Richmond has been an interesting challenge of “trial and error” over the years. After trying several different software programs and staffing options, librarians have finally found a niche with AOL's Instant Messenger service. The first section of the article describes a path of experimentation, including early collaborations with the computing services help desk, staffing patterns within the library, technical and financial challenges with virtual reference software, and attempts to get students to use reference chat services. The second half of the case study describes the great success with AIM service in the past year, providing statistical information as well as coverage of training and guidelines, advertising, and staffing. This article touches on a number of themes, including the value of experimenting with a variety of chat reference software programs, and the need for library staff to stay current with new technologies. 相似文献
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《The Reference Librarian》2013,54(81):89-103
Abstract Reference service in academic libraries has evolved over the years from what was the “reference interview” to the kind of service transaction which takes many forms and involves numerous information resources and the highest librarian expertise in some situations. Reference is more versatile now than ever, and this may be attributed to the abundance of resources and the multitude of ways librarians can acquire access to needed information. Coordination of efforts, expertise, and resources can make a great reference department function efficiently and effectively. College and university libraries with huge reference departments may need reference managers or heads of reference to manage them, but there are smaller libraries with small reference departments which employ less than five reference librarians. Managing these small libraries with an even smaller pool of reference librarians may not seem as complicated as managing large ones. The head of reference position is an important one in the library, both for the staff and for the users served. This article will try to present views on the qualities, qualifications, and requirements which the head of reference should possess in the 21st century. 相似文献
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《The Reference Librarian》2013,54(85):115-126
SUMMARY Recent immigrants are settling not only in urban centers, but are dispersing throughout the suburban landscape. For many of these new immigrants, the local public library can provide a vital connection to the American Dream, if only librarians can effectively reach them. This article discusses the planning for multilingual chat reference service (currently English, Spanish, and Chinese) and some of the issues and challenges that librarians face in a suburban public library system. 相似文献
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《The Reference Librarian》2013,54(93):129-136
Abstract Reference service in all types of libraries could be improved if librarians actively adopted the mindset of the Golden Rule. The Rule is expressed in some form in many world religions and instructs us to treat others how we would like to be treated. This approach has applicability not only in face-to-face reference transactions, but also in virtual reference. The empathetic reference librarian should be alert to both verbal and non-verbal clues that can indicate how a patron would like to be treated. 相似文献
20.
《The Reference Librarian》2013,54(85):1-17
SUMMARY Telephone reference services have been present in libraries for over seventy-five years. Chat reference services are a very recent addition to library services. Telephone and chat reference share some characteristics and the future of chat reference may be seen through an examination of the history of telephone reference. This article will examine issues of policy, staffing, and technology for telephone and chat reference. 相似文献