Cooperation in a Multi-Faceted Reference Department: Blending Resources,Personnel, and Services of Reference,Instruction, Interlibrary Loan,and Government Documents

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.     

Simulation of the Reference Process

In recent years, there have been several attempts to relieve reference desk overload by creating online tools that handle some of the easier reference queries. Some of these tools are or include "expert systems" that simulate the problem-solving skills of an expert. This paper examines the consequences of adopting a simulation perspective rather than an expert systems perspective. Because such a shift in perspective allows a simulation of the entire process, and not merely the role of the expert in it, it becomes possible to create a tool that simulates not just the problem-solving skills of a reference librarian, but the information-seeking behavior of a client as well. The resulting tool could then assist not only at the reference desk, but also in case-oriented training for reference librarianship.     

Reference Collection Development Using the RLG Conspectus

Reference collection development should be seen as an integral part of the overall management of academic research library collections. The reference librarian benefits from participation in the development of collection development policy statements based on a collection evaluation using the Research Libraries Group (RLG) Conspectus. The writing of cormprehensive collection development policy statements using the RLG Conspectus to evaluate subject collections requires that collection management librarians and reference librarians work closely together and integrate the development of the reference collection into overall collection development plans for the library. This article discusses some of the functions of collection management divisions and the potential components of a Conspectus-based comprehensive collection development policy statement. The sharing of the process between the collection management librarian and the reference librarian/selector is described. Benefits the reference librarian gains from the process are discussed.     

Improving the Quality of Business Reference Service

Business librarianship is affected by a combination of forces. Among them are the nature of business as a discipline, the characteristics of business publications, and the needs and expectations of business patrons. Business reference queries are almost always complex. To handle them well, the librarian must spend considerable time with each patron. Bibliographic expertise and subject knowledge are also requued. Ways to improve the quality of business reference service include a willingness to help patrons devise appropriate search strategies, assisting them in understanding and evaluating search results, investing in self-education, developing service-oriented reference policies, implementing flexible reference desk schedules, and establishing formal staff training programs.     

Scholarly Communication,Peer Review,and Reference Librarian Ethics:

There is some apparent conflict involving reference librarian ethics and their relationship to some recently published views relating to peer review and the scholarly communication system. A case study, based on the gap between the promotional rhetoric and the actual peer review, editorial practices of a famous reference work, the Lexicon of the Middle Ages (Artemis Verlag, Munich), brings this conflict into sharp relief. An academic debate in the field of art history of the Middle Ages, known as the Guide Riccio controversy, has been called the "case of the century" in art history. Material distributed by the Lexicon of the Middle Ages states that in the case of controversies, protagonists of opposing sides will have the chance to express their ideas in the pages of the lexicon. But the protagonists of one side of the Guide Riccio controversy were flatly rejected. If providing accurate information, and providing access to all sides of an issue, are tenets of library ethics, it would seem logical that academic and reference librarians would become professional allies of the academic whistleblower.     

Real-Time Chat Reference and the Importance of Text-Chat

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.     

Digital Reference

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.     

论现代高校图书馆专职咨询馆员制度的建立

从专职咨询馆员的概念和素质要求、参考咨询服务方式和专职咨询馆员选拔等方面探讨高校图书馆如何建立专职咨询馆员制度。     

Privacy and Accountability at the Reference Desk

The questions of expectation of privacy by the patron and the accountability of he reference librarian to ensure privacy are explored. Discussion reveals lhat different patron types have different expectations of confidentiality. Librarians have an ethical accountability based on ALA Codes of Ethics, but social and personal conflicts may arise. The reference librarian has no legal accountability to protect the patron's confidentiality during a reference interview. Although the Codes need to protect the librarian more and reflect the dualities, there may be no resolution to conflicts between professional and personal integrity.     

网络环境下的参考咨询工作

本文论述了在网络环境下图书馆参考咨询工作的新特点、新模式,以及为了使参考咨询工作真正成为图书馆读者服务的一个亮点,参考咨询员应具有的素质。     

Chat It Up! Extending Reference Services to Assist Off-Campus Students

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.     

Ranking the Reference Books:

Limitations on both time and human memory make it impossible for the reference librarian or staff member to become aware of even a fraction of all the reference sources that have been published. There is, however, a small number of basic, fundamental or "key" sources that are widely used or widely recommended. In all likelihood these sources will answer a high proportion of all the questions that may appropriately be answered by published reference materials. This paper explores a number of ways that these "key" reference sources may be identified. The author concludes that a knowledge of the types or categories of reference materials that exist and what each type will do best, along with a knowledge of a corpus of basic, fundemental or "key" reference titles, will contribute to a firm foundation for effective and efficient reference service.     

Ranking the Reference Books:

Limitations on both time and human memory make it impossible for the reference librarian or staff member to become aware of even a fraction of all the reference sources that have been published. There is, however, a small number of basic, fundamental or "key" sources that are widely used or widely recommended. In all likelihood these sources will answer a high proportion of all the questions that may appropriately be answered by published reference materials. This paper explores a number of the ways that these "key" reference sources may be identified. The author concludes that a knowledge of the types or categories of reference materials that exist and what each type will do best, along with a knowledge of a corpus of basic, fundamental or "key" reference titles, will contribute to a firm foundation for effective and efficient reference service.     

数字化参考服务初探

论述了数字化参考服务的主要内容和形式，介绍了国外经验和国内工作情况，并提出了参考馆员的素质问题。     

论参考咨询服务体系的创新

本文提出当代数字信息资源环境下的参考咨询服务工作应该发展出适应时代要求的创新体系,并从参考源的采选、参考馆员、用户教育及参考咨询的组织管理机制等四个方面来展开论述。     

The Nuts,Bolts, and Teaching Opportunities of Real-Time Reference

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.     

Virtual Reference

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.     

Cooperation and Competition at the Reference Desk

Abstract

A common practice at library reference desks is to have double coverage, in which two librarians work the desk at the same time. Double coverage creates a situation in which two librarians enter into a unique relationship with one another. Competition, criticism, one-upmanship, and other negative behaviors can develop in the relationship. Yet if handled properly, there is also the potential for a wonderfully supportive synergy and collaborative partnership to emerge that is beneficial not only to librarians but to library users as well. This article focuses on practical steps for not only avoiding negative relationships, but also changing unproductive ones, and nurturing optimal relationships that result in a rewarding experience for both librarians and users.     

国外数字参考咨询馆员实务技能要求

回顾了从参考咨询馆员到数字参考咨询馆员的角色演变,并介绍了国外对数字参考咨询馆员业务技能的重要研究和实践,如IFLA数字参考咨询服务准则、IMLS数字参考服务教育计划、RUSA参考咨询及信息服务人员的行为准则等。最后,提出了数字参考咨询馆员实务技能六方面的核心要素,即:技术能力、服务能力、教育能力、资源管理能力、学习能力和综合素质。     

Simulation of the Reference Process,Part II:

This paper is a continuation of a previous one in The Reference Librarian, exploring the advantages of a simulation (rather than expert system) approach to designing a system to relieve reference desk overload. Another paper examined the correlation between four expert systems and various reference models; it made several recommendations for future research. The ideas presented in those two earlier papers have now been implemented in a prototype system named REFSIM, which can be used by either client or librarian. REFSIM can simulate a reference librarian, a teacher of reference librarians and a client, singly or in combination. It has an expert-system consultation mode and several Intelligent Computer-Assisted Instruction (ICAI) modes. The components and architecture of REFSIM are described in this paper. Details, including a sample transaction, are given for the expert system mode, which is to be used for consultation by library clients. An overview is supplied for two ICAI modes, which can be used to instruct clients or train reference librarians.