Characteristics of E-Mail Reference Services in Selected Public Libraries,Victoria, Australia

SUMMARY

An analysis of 96 question and answer pairs from the Bayside Library Ask a Librarian Service found that 54 percent of the queries were received from Bayside residents. Forty-seven percent of the e-mail reference questions were classed as research queries. Although only 25.1 percent of the queries were submitted for formal education purposes, all of these were research questions, and took longer than any other category to answer. In 2001, only 6 of the 54 questions submitted were tertiary level questions, but it took a median time of 95 minutes to answer each one. The 24 general interest category questions took a median time of 47.5 minutes to answer, which is almost half the time it took to answer a tertiary level query.

Librarians from three other public libraries in Victoria offering e-mail reference were interviewed, and compared and contrasted with the Bayside Library Service.

Issues of disproportionate labour, the appearance of the passive role of the e-mail reference user, and the wisdom of public libraries devoting significant resources to answer questions for formal education were raised.     

Enhancing Reference Services Through Technology

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.     

Virtual Reference Services

Summary

Traditional reference services are changing in response to the rapid growth of electronic resources available outside of the library. There are an increasing number of libraries that are providing digital reference services to meet the demands and expectations of remote users. This article provides an overview of virtual reference services at Louisiana State University (LSU) Libraries. It also examines the planning, implementation, marketing and user feedback of real time reference service after its first year.     

Battling the Biomedical Information Explosion

In 1980 an article appeared in the Archives of Internal Medicine stating that two-thirds of the studies appearing in the best medical journals contain unwarranted conclusions. In order to deal with the ever increasing mass of biomedical information (termed a "journalistic blastoma" by one editor), IAIMS has extolled the use of quality filters, devices to sort through the literature and sift the good from the bad. The complexity of the task is staggering. Quality is obviously subjective, and its nature raises the question of whether our users can be taught the necessary skills to systematically evaluate the literature. This report is based on a research project that grew into an elective course for medical students at Texas Tech University School of Medicine on "Critical Appraisal of the Biomedical Literature."     

Reaching Additional Users with Proactive Chat

ABSTRACT

Despite 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.     

Success,Failure, Innovation and Uncertainty in Changing Times: A Selective Bibliography of Literature on Reference Services Since the 1980s

ABSTRACT

A selective annotated bibliography of literature about reference services from 1984 to the present. The selected writings highlight how reference service has been challenged and changed over the last 20 years as a result of technological advances, shifts in information-seeking behavior, and inadequate monetary and human resources. This bibliography is meant to provide further reading on the topics covered by the articles in this issue on the current state and future of reference services.     

基于WEB的虚拟参考咨询平台的建设与开发--以武汉图书馆为例

本文结合武汉图书馆虚拟参考咨询平台的建设实例,阐述了基于WEB的虚拟参考咨询平台开发过程中的功能设计和流程设计,以及在实际操作中应当注意的一系列服务规范,并提出了下一步计划。     

Simplifying Electronic Reference

ABSTRACT

Utah State University has successfully implemented a service that incorporates e-mail reference and an appointment-based model. The advantages of the Term Paper & Research Assistance service are reviewed. The program incorporates a great deal of flexibility for the participating librarians and the clients they serve and eliminates the need for a “coordinator.” Use statistics and positive student feedback have underscored the service's potential for future growth.     

The Evolution of the Reference Interview

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.     

论大学图书馆实时解答服务的语言特征

运用语言学原理，结合在实时解答服务中的实践和体会，从服务意识、文化品格、语体色彩、语言艺术以及语言风格等方面，论述了实时解答服务的主要语言特征和在解答过程中实现这些特征所需采用的语言艺术。     

Big Data for Big Legal Research Questions: How Legal-Analytics Databases Allow Reference Law Librarians to Meet Increasing Demand for More Comprehensive Information at More Efficient Rates

This article examines litigation-data aggregation services that help law reference librarians analyze large amounts of information both more efficiently and more effectively. Research librarians are, in turn, able to provide attorneys with more meaningful insights that help them predict litigation outcomes.     

Becoming Embedded: Incorporating Instant Messaging and the Ongoing Evolution of a Virtual Reference Service

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.     

KANAnswer

Summary

This paper relates the collaborative planning by a task force of public, academic, and special librarians to develop KANAnswer, a statewide virtual reference pilot project. Major points include selecting software, developing policies and procedures, marketing, procuring partners, staffing and training, coordinating the project, and early impressions of the librarians who staff the service.     

Determining the Effectiveness of Digital Reference Services in Malaysian Academic Libraries

The aim of this study is to determine the effectiveness of digital reference services in academic libraries in Malaysia. It focuses on the awareness, usage, users' perception, library's performance, perceived needs, issues, and problems faced by students. The research methodology employed was a case study approach that combined three data collection methods: questionnaires, interviews, and content analysis.     

网站型参考咨询知识库兼虚拟咨询台的制作和应用技巧

论述了建立参考咨询知识库的意义和特点;并结合开发知识库的实践和经验,介绍了网站型知识库兼虚拟咨询台的制作方法和所具功能。     

虚拟参考服务的实现方式对服务的影响分析

本文分析了异步(e—mail、web表单等)、实时(chat、video，Web customer call center software,Voice over Intemet Internet Protocol(VoIP)等)及全自动等虚拟参考服务方式对提问解答结果、对用户利用服务、对用户技能、对馆员技能、对服务管理、对支撑服务的信息资源的总体影响，以及对提问的适应性；为充分发挥各种实现方式的优势并降低各自的劣势对服务的影响，本文也特别强调了不同实现方式应该注意的问题。     

E-Mail Reference: Improving Service by Working Cooperatively

SUMMARY

E-mail reference service provides complex challenges, but the service can be planned effectively and improved through cooperative work among reference staff and various library departments. Staff members from the Michigan State University Libraries have engaged in extensive cooperative work to evaluate, improve, and maintain effective e-mail reference services. Two library committees and an e-mail reference team have developed new service procedures, and have worked with other library departments to improve e-mail reference service. This article explores the collaborative work of the MSU committees, and discusses how e-mail reference has improved through cooperative work.     

Budget Planning and Performance Measures for Virtual Reference Services

Abstract

The Tampa-Hillsborough County Public Library, as a county government agency, is required to follow a specific budget planning process in order to obtain funding for library programs and services. One tool of this planning process-the “decision unit”-requires advanced planning and continued evaluation of potential and existing library services. Prior to receiving funds for any new service, performance measures must be established in order to measure the success of the service in relation to the public money invested. This article will look at the evaluation process built into the funding of the library's participation in a statewide virtual reference service and the implications for continuation and/or expansion of this service based on continued assessment.