共查询到20条相似文献,搜索用时 63 毫秒
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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
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This study identifies the essential chat reference competencies to enhance the professional preparation of reference personnel. A survey was conducted to examine practitioners' perceptions of chat reference competencies reported in the literature. A prioritized competency list was produced based on the survey results. The investigated competencies could be divided into four categories: media-independent core reference competencies, reference competencies highlighted in the context of chat reference, reference competencies specific to chat reference, and reference competencies not as important in chat reference. Competencies in the first three categories received ratings higher than 5.5 (out of 7) and can be defined as the essential competencies requisite for chat reference practice. Findings from this study can be used as the basis to design and implement training and education programs to enhance the professional preparation of chat reference librarians. 相似文献
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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(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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《The Reference Librarian》2013,54(89-90):179-191
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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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《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
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Christopher Devine Emily Bounds Paladino John A. Davis 《The Journal of Academic Librarianship》2011,37(3):197-206
The first comprehensive national survey of all academic libraries in the United States which were conducting chat reference service was carried out to determine: what practices were being used to prepare personnel for chat reference service, what competencies were being taught, how and why training practices may have changed over time, and what modifications to current training practices were anticipated in the future. 相似文献
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《College & Undergraduate Libraries》2013,20(3):63-85
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. 相似文献
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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
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Suhua Caroline Fan Rick L. Fought Paul C. Gahn 《Medical reference services quarterly》2017,36(3):220-228
Online users seek help from virtual reference services via email, phone, texting, and live chat. Technologies have enabled new features in library websites to help make this service more accessible and effective. This article is an evaluation of an experimental pop-up live chat box on the website of a health sciences library to see whether the feature would enhance virtual reference services. 相似文献
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《The Reference Librarian》2013,54(79-80):101-112
Summary This article explores digital reference and offers practical advice to those interested in implementing a digital reference desk in their library. Digital/chat/online reference services are defined and practical guidelines on staffing, selecting and troubleshooting hardware and software, training, and marketing are offered for those establishing such a service. 相似文献
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《The Reference Librarian》2013,54(79-80):113-120
Summary This article offers practical suggestions for doing chat reference, including setting up, using language, interviewing techniques, and composing responses. It contains comparisons to in-person, phone, and email reference techniques. 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
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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
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《Public Services Quarterly》2013,9(2):29-41
Abstract Carnegie Mellon University Libraries began its chat reference service in October of 2000. The article explains why library administrators decided to institute chat reference and the steps taken to implement this decision. The Libraries utilize commercial off-the-shelf software called LivePerson. Service evaluation features of LivePerson provide interesting data for analysis. Summary statistics of the service and the cumulative results of post chat surveys (filled out by chat patrons on a voluntary basis) are presented. Plans for future enhancements of the chat reference service are discussed. 相似文献