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1.
《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
2.
《The Reference Librarian》2013,54(1):95-104
ABSTRACT This article discusses the National Information Standards Organization's new standard, NISO Z39.7-2004, which includes the reporting of the usage of library-generated Web pages and e-mail, live chat, and instant messaging reference queries. The integration of statistics on these new methods of providing service with traditional library statistics provides a more accurate picture of library services and demonstrates how libraries have expanded types of patron contacts in the digital age. This article also discusses the statistical reporting of individual reference queries handled away from the reference desk (e.g., in individual librarians' offices). 相似文献
3.
《The Reference Librarian》2013,54(67-68):69-83
Summary For the past twenty-five years, the Slavic Reference Service has been providing specialized bibliographic and information reference service to the community of students, scholars, and librarians in the field of Slavic Studies. This service includes the verification, location, and acquisition of rare monographs and serials, and answering both ready-reference and in-depth research questions. The Internet and e-mail have provided a new medium by which we are able to expand our services both to our traditional community of users in the Slavic field, and also to the general public. The expansion of our services has cause us to reconsider our methods of providing reference service in a virtual reference environment. 相似文献
4.
《The Reference Librarian》2013,54(74):55-73
Summary This article begins by summarizing national findings of e-mail reference services in academic and public libraries. It next describes types of e-mail reference services as well as commonalities, differences, appearance of the question form, audience, and turnaround time for selected Colorado libraries. The article then focuses on giving a detailed overview and analysis of two years of Colorado State University's e-mail reference experiences. The number, type of question, who/where the questions come from, and to whom the questions are sent are examined. The unexpected uses of the service are identified. Lastly, broader issues to do with e-mail reference services are discussed. This article is based on a presentation given at the Internet Librarian2000 conference. 相似文献
5.
《College & Undergraduate Libraries》2013,20(4):75-95
Abstract As library service providers for distance learners, we are constantly searching for ways to assist them in their use of library resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years and many libraries offer such services, as a medium-sized institution, Emporia State University took some time to move into providing such a service on a formal basis. Several issues, including staffing and funding, delayed entrance into this arena. It was not until a collaborative academic reference venture among several academic libraries in the state was proposed that the ESU library was able to offer this service. Advantages and disadvantages of the collaboration will be discussed, as well as lessons learned that can be applied to any collaborative project. 相似文献
6.
《The Reference Librarian》2013,54(85):19-31
SUMMARY The authors explore the historical development of e-mail reference services in general, and report on the evolution of this service in their own library. Based on evidence from their own service and from reports in the literature, they propose a connection between e-mail reference service and broader library services including circulation, interlibrary loan, and even acquisitions, through which the reference librarian receives questions traditionally directed elsewhere. The e-ref button presents an unexpected avenue of librarian-to-librarian communication, both within and beyond one's home institution. Implications are discussed. 相似文献
7.
《The Reference Librarian》2013,54(1):17-29
ABSTRACT In spring 2005, Sims Memorial Library at Southeastern Louisiana University initiated “Text A Librarian,” a service that enables Southeastern students, faculty, and staff to use the text message feature of their cell phones to send questions to and receive answers from the library. Librarians at Sims use a dedicated text messaging telephone number and “e-mail/SMS” conversion software, provided by Altarama Systems and Services, to send and receive text messages. 相似文献
8.
《The Reference Librarian》2013,54(79-80):1-17
Summary Real time digital reference services are now a standard part of reference work in medium to large sized libraries as well as numerous smaller libraries. Aside from the basic questions of whether or not this new computer service will flourish, are the day-to-day activities which make it possible. The contributors to this gathering of opinion and pragmatic activity offer numerous reports and theory about the development and growth of the new approach to answering reference questions. There is a wide diversity of methods and ideas about how digital reference service should be offered to the public. All taking part in this discussion speak from experience and considerable thought about a revolutionary new idea. 相似文献
9.
10.
《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
11.
《The Reference Librarian》2013,54(79-80):241-255
Summary Indiana University Purdue University Indianapolis (IUPUI) University Library first introduced virtual reference in May 2001 after four months of preparation. In the summer of 2002, University Library decided to reconsider the virtual reference software and provider and implemented a new service during the fall 2002 semester. A Reference Team Working Group was formed to review replacement options for the virtual reference software the library had been using for about a year. The decision to find a new virtual reference service was prompted by the connectivity and electronic resource compatibility problems experienced with the first virtual reference software the library chose. This article compares and contrasts the two virtual reference services used at IUPUI University Library and describes the two virtual reference projects. Following the article is a checklist of “Seven Questions to Ask When Choosing a Virtual Reference Service.” 相似文献
12.
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
13.
《Public Services Quarterly》2013,9(2-3):33-46
Abstract During the 2001-2002 academic year, Augustana College Library (Rock Island, IL) and St. Ambrose University Library (Davenport, IA) began a unique joint venture of peer observation between the reference staff members of the two libraries. Librarians from each college took turns visiting the other library and conducting peer observations of reference desk service. Although the reasons each library had for initiating this venture differed, both libraries benefited from this project. This article discusses the development of the program, the results, and plans for the future. 相似文献
14.
《The Reference Librarian》2013,54(95-96):173-186
Abstract The Assessing Quality in Digital Reference project is a first step toward understanding the cost of digital reference services in libraries. This article presents three measures isolated by project participants as being most useful for their immediate needs: total cost of providing digital reference service, the cost of digital reference service as a percent of the total reference budget, and the cost of reference as a percent of the total library or organizational budget. In addition, it reviews selected outstanding issues in the ongoing question of how to determine the cost of reference services in libraries and offers direction for further study toward a general cost model for information services. 相似文献
15.
《The Reference Librarian》2013,54(83-84):119-130
SUMMARY Cooperative reference is a valuable approach to serving patrons as well as a means of expanding one's professional knowledge. Members of the reference unit actively participate in cooperative reference for answering patrons' tougher queries, bibliographic instruction, and reference collection development. The cooperative efforts of our unit have expanded our ability to find better information faster. Cooperative reference extends to all librarians within the University Library as each librarian serves in a rotation to staff the reference desk on nights and weekends. Some of the benefits of practicing cooperative reference are the following: providing a balanced and sometimes more complete answer to a reference question; increasing the knowledge of the reference staff by sharing experiences; and increasing morale and support for the reference staff. All of this is accomplished by doing what librarians do best: sharing. Successful cooperative reference relies upon good communication within the department, respect for colleagues, flexibility, and commitment to serving our patrons. 相似文献
16.
《The Reference Librarian》2013,54(85):101-114
SUMMARY This article details the planning, design, and implementation of a collaborative virtual reference project undertaken by a group of law libraries. Service design, scheduling, and software selection are addressed. Outcomes and changes to the service after its first year are outlined, and recommendations are made to those considering implementing similar services. 相似文献
17.
《The Reference Librarian》2013,54(79-80):297-309
Summary Chat reference is becoming prevalent in academic libraries across the country. This paper details the experience of East Tennessee State University's Sherrod Library when initiating such a service at their institution during the 2001-2002 academic year, which began as a response to the addition of a new online degree program in the state. Software selection, staff training, management issues, and statistical data are presented. Data analyzed includes use patterns, types of questions, and categories of users. The paper details librarians' reactions to providing reference services in this format, including the problems encountered. It also offers suggestions for a more successful implementation. 相似文献
18.
ABSTRACT As libraries change to meet the evolving needs of our patrons, including the development of online services, many libraries are considering consolidating physical service points to maximize staff and better serve the in-house patron. This article describes the planning, implementation, and evaluation process involved in merging the circulation and reference desks at the University of New Orleans Library. The cross-training process is described in detail, and benefits as well as problems experienced are outlined. The authors also provide advice for those considering a merge at their library. 相似文献
19.
《Public Services Quarterly》2013,9(2-3):127-142
Abstract The University of Texas at Arlington's Library began using an online chat reference in 2002. The service, called Collaborative Digital Reference Service, later became “Ask a Librarian.” Slightly over one year later, the library joined the University of Texas System's “Ask a Librarian” service. Both services are powered by software suite called QuestionPoint. In May 2003 and May 2004, the library's reference staff shared their views towards this new reference tool by completing a questionnaire. Statistics and staff members' responses are analyzed in this study. 相似文献
20.
《The Reference Librarian》2013,54(94):69-94
Abstract As the Government Printing Office completes its transition to an electronic distribution system for government information, reference services within the Federal Depository Library Program (FDLP) are changing as well. In addition to meeting new user needs and using new resources to do so, many government information librarians find themselves working in new environments within their libraries. Throughout the 1990s, many FDLP institutions reorganized reference services in order to provide government information assistance at the library's main reference service point. This article reports the results of a survey of FDLP institutions identifying the factors contributing to the reorganization of services, the process and success of reorganizing within these libraries, and the pros and cons of these service arrangements. 相似文献