Connecting to Students

Abstract

Binghamton University Libraries implemented an IM reference service using the Trillian client to monitor multiple IM accounts at two distinct reference service points. This paper addresses the process and practical considerations of implementing the service including selection of the appropriate software, creation of IM accounts for each service, development of a staffing schedule, and training of reference staff. Also included is an outline of future plans for improving IM services for students and academic library users.     

图书馆智能化IM咨询机器人的设计与实现

对现有的图书馆IM咨询服务进行分析,提出利用IM技术进行智能化服务。以上海交通大学图书馆为例,提出基于BotPlatform开源平台构建图书馆智能化IM机器人服务模型,并尝试设计和实现7×24小时IM机器人实时咨询服务。     

即时通讯（IM）实时咨询应用研究

阐述即时通讯（IM）技术的发展状况与IM咨询的优势,论述多种模式IM实时咨询的应用与图书馆开展IM实时咨询的实现流程和应该注意的问题。认为随着网络环境的改善和软件的不断发展进步,利用IM提供实时咨询是国内图书馆可以考虑的实时咨询方式。     

MeeboMe! For Embedded Chat Reference: Patron-Initiated Encounters Without Downloads or Accounts

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.     

RYT

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.     

IM微件在数字参考咨询中的应用研究

分析现有数字参考咨询方式存在的问题及IM微件技术的应用背景,介绍IM微件的概念,归纳可应用于图书馆IM微件的种类并分析应用的实现机制。对目前国外可供图书馆使用的IM微件工具功能等情况进行比较分析,从IM工具选择、存放位置、显示方式和具体应用过程四个方面讨论IM微件在数字参考咨询中的具体应用方案。
     

Communication Strategies for Instant Messaging and Chat Reference Services

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.     

IM——实时虚拟参考咨询方式的再选择

深入分析图书馆利用IM提供实时虚拟参考咨询服务的趋势，比较采用即时通讯工具与图书馆专门虚拟咨询系统开展实时咨询的特点和优劣势，并提出相关观点。     

QQ参考咨询日志系统化管理探讨

QQ在高校图书馆参考咨询中得到广泛的应用,但其不具备系统化日志管理功能。文章通过对QQ导出消息备份文件格式的分析,提出并实现了咨询日志的系统化管理软件,为高校图书馆解决此问题提供一个解决思路和参考方案。     

“Ask a Librarian” Pages as Reference Gateways to Academic Libraries

A library's web site is a virtual “front door” to its services and collections. Libraries can use their “Ask a Librarian” pages to promote reference services and to inform patrons about the different options available. Much variation is found in the naming of those pages and the number and type of reference contact options they include. This article reports the results of an examination of the reference assistance pages of libraries that are members of the Association of Research Libraries. In particular, the study attempted to determine whether virtual modes of reference service are being promoted at the expense of traditional options.     

IM Online: Instant Messaging Use Among College Students

Research on computer-mediated communication (CMC) has thus far largely overlooked instant messaging (IM), an extremely popular, and increasingly important, form of CMC. This study examines the most prevalent motivations for using IM within what is currently among the largest demographic groups utilizing this tool, college students. Data from 271 students are used to assess current motivations for IM use, its relative (dis)advantages over other communication channels, and its potential displacement of other technologies. Findings indicate that IM usage parallels factors found in other research, although important differences emerge within cross-media comparisons. In addition, respondents exhibited a high capacity for multi-tasking in IM conversations, and results suggest displacement effects, particularly of email by IM. Overall, results of this study shed considerable light on the use of IM among those users who will become increasingly important over time for understanding IM use in the contemporary media environment.     

ARL成员馆实时参考咨询现状研究及启示

在对美国研究图书馆协会123个成员馆实时咨询开展情况调研的基础上,发现国外实时咨询已出现新趋势和新特征,IM及IM网页咨询已成为国外实时参考咨询的主要形式。文章对其成因进行了研究分析,提出虚拟参考咨询要更加注重用户体验、分层次提供服务,注重在虚拟参考咨询服务中保护用户隐私,并不断尝试引入新技术提升图书馆服务。     

从信息管理到知识管理

本文通过信息、信息管理、知识、知识管理之间概念的辨析 ,论述了知识管理与信息管理的区别与联系 ,阐述了知识管理在管理的对象、管理的方式和技术以及管理的目标上的拓展、改进和深化。最后得出结论 :知识管理是信息管理适应知识经济时代发展的必然结果 ,知识管理是信息科学发展中新的增长点。     

How Do We Learn?: Contributions of Learning Theory to Reference Service and Library Instruction

Summary

This article focuses on some major contributions from learning theory that impact how adults learn. Following an overview of two major learning theories—behavioral and cognitive theories—the authors discuss four factors that affect learning. These are attention, perception, memory, and contiguity and practice. Other topics presented include prior knowledge effect and transfer of knowledge problems. The article closes with five recommendations for incorporating results from learning theory research into reference service and user instruction.     

Student-Staffed Virtual Reference Services: How to Meet the Training Challenge

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.     

The relationship between the online social anxiety,perceived information overload and fatigue,and job engagement of civil servant LINE users

In today's organizations, employees have an ever-growing variety of Instant Messaging (IM) technology to use to assist with the performance of their work activities. The use of an instant messenger (LINE) is popular in the government sector where immediate responses due to public pressure are expected; however, very little is known about the role of LINE in civil servants' work and its impact on their experiences. To address this gap, based on the media richness theory, this study aims to explore workers' online social anxiety, LINE cognitive fatigue (LCF) and perceived information overload of IM (PIOIM) affecting their job engagement. The data used in this study were collected from 429 civil servants in Taiwan via an online survey and were analyzed using structural equation modeling. The results show that online social anxiety is positively related to LCF and PIOIM. Respondents with higher LCF and PIOIM are less likely to be involved in job activities. Online social anxiety is negatively related to job engagement mediated by LCF and PIOIM. Considering the flexibility of using IM in communicating public affairs between civil servants, the flood of messages has to be reduced in order to increase job engagement.     

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基于对知识管理与信息管理之关系的几种典型论述的分析,重点阐述两者在范围、内涵、实施等方面的区别。指出知识管理是一种跨学科、综合性的研究领域,它与信息管理之间并不存在简单的包含或延伸关系;但知识管理对信息管理及其学科的发展,具有重要的启示作用。     

参考文献著录中的学术道德缺失现象及其防范

在参考文献著录中存在着诸多问题,其中一些属于无意识过错,还有一些由于主观原因有意识地采取非正当或超过学术道德范畴的不良手段,主要包括引而不著、著而不引、过度他引、不正当自引、模糊著引等.为了防范参考文献著录中的学术道德缺失,编辑必须做好把关人,并从自律与他律等方面加以遏制.