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1.
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
2.
In an attempt to meet ever-changing users’ needs, the University of Nebraska-Lincoln (UNL) Libraries implemented virtual reference services such as e-mail, chat, and, most recently, instant messaging, in increments and via various services and vendors. Each option consistently met with a lukewarm response and less-than-desirable reference transaction numbers. After investigating the virtual reference experiences of other academic institutions, and after the advent of a more flexible Webpage design, the UNL Libraries decided to pilot strategic placement of the QuestionPoint Instant Message Qwidget on multiple pages of the library Website. Data collected in the Fall 2008 and 2009 semesters test the hypothesis that 2009 sessions utilizing the strategically placed Qwidget resulted in significantly higher sessions than 2008. The strategic placement of the Qwidget resulted in a drastic increase in reference interactions in the 2009 academic year when compared to the 2008 academic year. The overall increase in reference transactions, along with a consistent increase throughout the academic year, indicate that instant messaging reference service is of interest to our users, as long as placement of the service is prominent. 相似文献
3.
《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
4.
《The Reference Librarian》2013,54(89-90):179-191
5.
This article discusses the potential weakness of location-based questions for chat reference consortia and the actions taken to overcome this weakness by Florida's Ask a Librarian Reference Service. Ask a Librarian is a statewide chat reference consortium where users are able to pose questions to any librarian from 115 participating agencies. In turn, any agency's librarian is able to respond to questions from any user. This article discusses findings from three focus groups with librarians who staff the service. In addition, the article includes a discussion of the efforts to overcome the weakness by both populating and encouraging use of the service's knowledge base. 相似文献
6.
《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
7.
Kathryn Barrett Amy Greenberg 《Journal of Library & Information Services in Distance Learning》2018,12(3-4):101-119
Student workers are a well-established component of academic library operations. Recently, their traditional role has expanded to include responsibilities that were previously assigned to librarians, including in-person and virtual reference support. This trend has raised concerns about service quality and highlighted the importance of adequate training and evaluation for student employees. This case study outlines the training and assessment program for student employees working on Ask a Librarian, an academic consortial chat reference service in Ontario, Canada. Evaluations indicate that student assistants are less formal in their communication style, do not consistently perform a thorough reference interview, and deviate from some Reference and User Services Association (RUSA) best practices. However, students are consistently rated very highly by users in exit surveys. With a training program that addresses communication, in-depth reference interview techniques, and consistent follow-up and assessment, students are a viable option for staffing chat and can meet high service quality standards for reference service. 相似文献
8.
《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
9.
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
10.
《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
11.
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
12.
《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
13.
Jack M. Maness 《The Journal of Academic Librarianship》2008,34(1):31-38
Thirty-one chat reference conversations were linguistically analyzed, compared to twenty-three instant messaging (IM) conversations held between students, and further correlated to students' satisfaction with the reference interaction. Conversations between librarians and students in chat reference are more formal than those solely involving students, and the use of some linguistic patterns is correlated to user satisfaction. 相似文献
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15.
《College & Undergraduate Libraries》2013,20(4):55-73
Abstract From pilot project to mainstream reference service, this article chronicles the HELIN consortium's history with commercial virtual reference (VR) software and details its decision to switch from a centralized service to individually supported instant messaging (IM) reference services across its institutions. The authors discuss the development and implementation of their virtual reference service with emphasis on assessing its success using both commercial VR software and freeware IM applications at its different member institutions. Lessons learned, the pros and cons of offering collaborative virtual reference, and the challenges of integrating emerging technologies into library services are addressed as librarians seek to develop best practices for offering reference service in an increasingly virtual world. 相似文献
16.
Sam Stormont 《Public Services Quarterly》2013,9(4):343-359
The creation of an instant messaging (IM) service is described. The challenges encountered in developing, launching, and maintaining the project are examined and include technical support, archiving, balancing different formats, privacy, assessment, training, and the effectiveness of the IM channel. The process of choosing an aggregator and a widget and redesigning the online reference services portal is explored, and best practices that evolved are identified. Useful strategies and concerns that emerged are discussed. Factors contributing to an overall increase in use are outlined and include convenience, simplicity, and reliability. 相似文献
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18.
《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
19.
袁源 《大学图书情报学刊》2008,26(2):84-87
实时参考咨询的过程模式体现了实时参考咨询实时交互的特点,而这一特点正是实时参考咨询备受图书馆和用户关注的原因。在实时参考咨询迅猛开展的同时,也存在着成本收益不平衡、时间配置不合理,人员态度、技术水平不完善等问题,导致了部分实时参考咨询服务项目无法开展。文章在分析问题的同时,为实时参考咨询未来发展提出建议,以推动实时参考咨询向合作化、复合化方向发展。 相似文献
20.
Keith Weimer 《The Reference Librarian》2013,54(2):108-123
The author discusses “Text a Librarian,” a short message service-to-email service provided via Upside Wireless, Inc., a Canadian telecommunications provider. Any user of the University of Virginia Library who has a cell phone and text messaging capability can send a text message to a local phone number provided by Upside Wireless. Upside's “virtual SMS channel,” which forwards the message to the Library's reference e-mail account. Librarians then respond to the query with an e-mail message that the user receives as a text message on his or her cell phone. This article describes the process by which a library developed the idea for the service and decided to contract with Upside, as well as staffing for the service and the challenges, successes, and possible new directions. A brief survey of the SMS reference landscape is included. 相似文献