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1.
《图书馆管理杂志》2013,53(1-2):217-226
Abstract A virtual reference service is likely to attract both on-campus and off-campus students and providing one service for all users can extend the hours of availability to all students. The needs of these two student populations may differ and off-campus users may present some specific challenges to the reference staff. While some libraries do have a specified distance education librarian, it is unlikely at many institutions that there will be reference staff dedicated only to answering questions from off-campus students. Reference services for off-campus students do present special issues about which general reference staff may not be aware. With awareness of these challenges and proper training, an existing virtual reference service can be extended (or improved) to help off-campus students, or a new chat service can be developed with the objective to assist all user groups with equal success. 相似文献
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《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
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《The Reference Librarian》2013,54(79-80):67-99
Summary Libraries have begun to add chat reference as a method to deliver reference service to remote user populations. To deliver quality service in a timely fashion, libraries need to construct a Virtual Ready Reference Collection (VRRC) of elite ready reference Web sites most often used during the chat reference interaction. This article explores the collection development steps needed to create a VRRC that is most beneficial on the local level. The value in creating this collection lies not just in the end product, but also in the process, which serves as a valuable training exercise. Selecting and maintaining the virtual ready reference collection will enhance the chat reference librarians' ability to deliver service in the chat reference environment. 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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《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
7.
《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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《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
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《The Reference Librarian》2013,54(89-90):179-191
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《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
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《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
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《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
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《College & Undergraduate Libraries》2013,20(4):117-127
Abstract Researchers performed a cost and benefit analysis of the University of South Florida's locally controlled chat service and compared the results to the advantages and expenses associated with a chat consortium. An evaluation of chat sessions revealed that a substantial portion of the inquiries received relate to university-specific interests. In addition to the local nature of chat questions, library staff used USF statistics to estimate the staffing, software, and training costs of the current chat reference service. The collaborative service under consideration involves both additional costs and benefits. A final decision, however, requires an in-depth assessment of several factors. Supplementary factors in this examination include a brief history of USF virtual reference service and the current trends in instant messaging that support the continuance of chat reference. 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
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《图书馆管理杂志》2013,53(1-2):149-168
Abstract As library service providers for distance learners, we are constantly searching for ways to improve communication, share our knowledge, and make distance learners aware of our 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 is offered by many libraries, the four institutions comprising this service have taken a variety of paths to reach the current stage-a collaboration among academic state university libraries of varying size. This paper discusses collaboration aspects such as differences in institutional cultures, negotiations, planning and implementation, developing policies and best practices, staff training, technology issues, and lessons learned that can be applied to any collaborative project. 相似文献
17.
Dee CR 《Medical reference services quarterly》2003,22(2):1-13
Chat reference services offer the opportunity to provide immediate access to quality information to meet the medical information needs of students, faculty, staff, physicians, nurses, and allied health care professionals. Part 1 of this two-part article on chat reference service in medical libraries is an introduction to the management of chat reference services and to features available for chat reference. The management of chat reference services raises issues of planning, staffing, selecting, and marketing. Planning issues focus on the identification of the users, the users' medical information needs, and the users' information-seeking behavior. Staffing issues relate to the selection of chat hours, the location of the chat service, and participation in collaborative agreements. Selecting chat software weighs the sophistication of the chat features against the related cost. Marketing uses techniques similar to traditional reference services and often begins slowly as chat expertise develops. Part 2 of the article discusses trends in chat reference services in medical libraries. 相似文献
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《The Reference Librarian》2013,54(74):103-120
Summary As electronic reference services become routine in many libraries, it is time to systematically examine how they are being implemented and used. Unfortunately, few libraries have rigorously examined their electronic reference services. We still know very little about who uses electronic reference services or why. We also do not know how satisfied our users are with the new services we are providing. This article provides an overview of the chief methodologies available for conducting assessments of electronic services (e.g., surveys, usability studies, observation, etc.). Existing criteria for evaluating reference services are discussed with suggestions for how they can be applied or adapted to the online service environment. 相似文献
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《The Reference Librarian》2013,54(79-80):225-240
Summary Online real-time or “chat” reference, while still in its infancy when compared to traditional reference services is beginning to come of age. The time has come to move beyond the earlier challenges and issues debated at length in the library profession and begin to consider how to evaluate real-time reference. This article will consider obstacles to evaluating chat reference and present practical recommendations. These obstacles are presented in four basic areas including; organizational structure, scarcity of resources, newness of the service, and difficulty developing techniques of assessment or applying existing methodology. 相似文献
20.
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