Virtual reference librarians (Chatbots)

2017 ◽  
Vol 34 (4) ◽  
pp. 5-8 ◽  
Author(s):  
Joseph Vincze
Keyword(s):  
Design Methodology ◽  
Cost Effective ◽  
Human Interaction ◽  
Virtual Reference ◽  
Content Type ◽  
Reference Services ◽  
Reference Librarians ◽  
Library Staff

Purpose This paper aims to explore integrating chatbot applications into libraries to improve reference services. Design/methodology/approach This paper explores the benefits of using chatbots as virtual reference librarians. Emma the Mentor Public Library’s Catbot is used as a case study. Findings Chatbots cannot replicate the complexity of human interaction (both knowledge and emotional), but these can provide a cost-effective way to answer the majority of routine reference questions and direct users to the appropriate service. Originality/value Readers will increase their awareness of how chatbots can streamline the work of the reference department by answering the majority of routine reference questions and freeing library staff to focus on more demanding research and tasks uniquely suited to humans.

scholarly journals Virtual reference amid COVID-19 campus closure: a case study and assessment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maureen Garvey
Keyword(s):  
Literature Review ◽  
Design Methodology ◽  
Work Practices ◽  
Virtual Reference ◽  
Content Type ◽  
Reference Services ◽  
Eventual Return ◽  
Reference Service ◽  
Service Data

PurposeThis case study was conducted to assess and make changes to the consortial virtual reference service for the remainder of the period of fully virtual reference (campus closure); a second objective was to consider implications for service design and delivery upon the eventual return to the physical campus.Design/methodology/approachThis paper begins by introducing the institution, reference practices prior to the pandemic and the changes to reference service necessitated by the campus closure. After a literature review of material related to reference and the pandemic, several years of virtual reference service data are analyzed.FindingsThe use of consortial virtual reference service has significantly increased in the pandemic, as demonstrated by questions asked by users and questions answered by librarians. Changes to work practices based on these data have been made.Originality/valueThis work is original in that it relates to the physical closure of the campus due to the pandemic, about which, to date, little has been published specifically concerning the design and delivery of reference services.

Instruction through virtual reference: mapping the ACRL framework

2020 ◽  
Vol 48 (2) ◽  
pp. 243-257
Author(s):  
Rebecca Hill Renirie
Keyword(s):  
Design Methodology ◽  
Academic Librarians ◽  
Threshold Concepts ◽  
Virtual Reference ◽  
Content Type ◽  
Research Libraries ◽  
Instructional Content ◽  
Effective Use ◽  
Practical Implications

Purpose The purpose of this study is to examine teaching intent of information literacy threshold concepts via asynchronous reference transactions. Instructional content in academic librarians’ replies to research requests are analyzed for and mapped to threshold concepts contained in the Association of College and Research Libraries (ACRL) framework. Design/methodology/approach The author mapped the instructional content of a research request reply template to the content of the ACRL framework, then took a random sample of research requests using the template during the calendar year 2016. Additional instructional content provided in the sample replies was also mapped to the framework. Findings In providing written instruction for students to create searches from keywords and search subject-specific databases, every frame is at least partially addressed in the template except Scholarship as Conversation. However, individual librarians adapt the template to teach as needed and there are examples in this case study of teaching aspects of all six frames asynchronously. Practical implications This study provides support for librarians to teach the threshold concepts of the ACRL framework asynchronously at the point of need during virtual reference, and the effective use of a research reply template to accomplish this instruction. Originality/value Few recent studies examine instructional intent in asynchronous/email reference. This study examines teaching the ACRL framework via reference rather than instructional sessions. A portion of this research was presented as a poster at the 2017 ACRL Conference in Baltimore, Maryland.

User perceptions of social questions and answer websites for library reference services

2015 ◽  
Vol 33 (3) ◽  
pp. 386-399 ◽  
Author(s):  
Shengli Deng ◽  
Yin Zhang
Keyword(s):  
Design Methodology ◽  
Information Environment ◽  
Content Type ◽  
User Perceptions ◽  
Reference Services ◽  
Reference Librarians

Purpose – This paper aims to understand Social Questions & Answers (SQA) users’ perceptions of library reference services. Design/methodology/approach – The authors examined the postings on the largest SQA site, Yahoo! Answers, regarding library reference services and identified the major themes. Findings – Three themes emerged in library reference-related discussions: reference librarians and their services are well and positively recognized, reference services are less recognized and understood and Yahoo! Answers is recognized as a helpful service. Those who have used both library reference services and Yahoo! Answers are fully aware of the differences between the two services. Originality/value – This study provides new insights on how library reference services are perceived by SQA users. The results are helpful for libraries to position reference services to better serve users in today’s information environment.

scholarly journals Cultivating an organizational effort for development

2016 ◽  
Vol 29 (2) ◽  
pp. 97-113 ◽  
Author(s):  
Michael A. Crumpton
Keyword(s):  
Literature Review ◽  
Design Methodology ◽  
Business Models ◽  
Basic Principles ◽  
Detailed Understanding ◽  
Content Type ◽  
Home Institution ◽  
Library Staff ◽  
Practical Implications

Purpose This paper aims to explore the concept of providing education and guidance to library staff for the purpose of supporting philanthropic activities made on behalf of the library. The need for this type of activity and basic principles of philanthropy are included. Design/methodology/approach This paper includes a through literature review and a case study narrative with examples on activities at the author’s home institution. Findings The literature supports that cultivating a broader, more detailed understanding of philanthropic activities within the organization, will improve fundraising results and individual satisfaction for giving and receiving. Practical implications The concepts discussed have beginnings in other institutions and recognize a trend of adapting business models to libraries’ needs. Originality/value The is the author’s own work, shared with members of the author’s organization.

Mining reference chat transcripts to analyze noise complaints

2018 ◽  
Vol 46 (4) ◽  
pp. 578-586
Author(s):  
Jason M. Vance
Keyword(s):  
Academic Libraries ◽  
Hot Spots ◽  
Design Methodology ◽  
Public University ◽  
Time Of Day ◽  
Virtual Reference ◽  
Content Type ◽  
Library Assessment ◽  
Preliminary Study

Purpose This case study provides a new methodology for examining patron-initiated noise complaints in academic libraries by mining virtual reference chat transcript logs. The purpose of this study is to illustrate how noise complaints can be identified, analyzed and mapped to create a visual representation of the library’s soundscape. Design/methodology/approach This study reviewed 4,494 reference chat logs taken over four semesters at a large public university between August 2015 and May 2017. From these transcripts, the author identified 330 unique noise complaints and analyzed them by content, time of day, day of week, week of semester and floor of library. Complaints were also plotted on a library map to determine noise complaint hot spots. Findings Analysis of the noise complaints showed that 82 per cent of the reported incidents originated in designated quiet study zones and 55 per cent of the complaints occurred in the evenings when the library was more lightly staffed. Mapping the noise complaints revealed that most infractions were reported in areas where public computing areas and group study rooms were situated directly adjacent to designated quiet study areas. Originality/value Although there are numerous studies on noise in libraries and many published analyses of reference chat transcripts, this paper is the first to analyze chat transcripts for the purpose of studying noise complaints in the library. This paper is an expansion of a preliminary study presented at the 2016 Library Assessment Conference in Arlington, VA.

Best apps for reference and information services

2015 ◽  
Vol 29 (3) ◽  
pp. 2-11 ◽  
Keyword(s):  
Cost Function ◽  
Design Methodology ◽  
Information Service ◽  
Evaluation Methods ◽  
Information Services ◽  
Content Type ◽  
Service Desk ◽  
Reference Services ◽  
Library Staff

Purpose – The purpose of this paper is to highlight some of the apps currently available that can assist library personnel in reference and information services. Design/methodology/approach – Initially, 101 apps were identified as possible options for reference and information services. Through various evaluation methods, the list was reduced to 25 apps. Apps were excluded due to cost, function, reviews, currency and usability. Other apps were merely excluded due to time and length concerns of the publication. Findings – Overall, the apps included could be utilized by library staff in reference and information service, though not all are ideal in all library settings due to the requirement of subscriptions and user audiences. Originality/value – While there have been in recent years quite a few articles and books published on apps for librarians, there is very little published on how exactly librarians can use apps to answer reference questions and assist patrons. This article does not attempt to answer the greater question of app application in reference services, but does attempt to identify and evaluate apps that could be used in those instances. With more research and tablet and app training, librarians can begin to more effectively utilize apps at the service desk.

Reference inquiries received through different channels

2014 ◽  
Vol 42 (3) ◽  
pp. 514-529 ◽  
Author(s):  
Ebikabowei Emmanuel Baro ◽  
Bueaty U. Efe ◽  
Gboyega K. Oyeniran
Keyword(s):  
Instant Messaging ◽  
Small Sample Size ◽  
Small Sample ◽  
Information And Communications Technology ◽  
University Libraries ◽  
Virtual Reference ◽  
Content Type ◽  
Reference Services ◽  
Reference Librarians ◽  
Message Service

Purpose – This study aims to investigate the different channels reference librarians receive reference inquiries from patrons in university libraries in Nigeria. Design/methodology/approach – A questionnaire was used to collect data on the various channels through which reference librarians received reference inquiries in Nigerian university libraries. The questionnaire was administered using an online method. Findings – It emerged that the face-to-face traditional reference desk was rated as the highest channel through which librarians receive reference inquiries in Nigeria, followed by library Facebook page and phone/short message service (SMS). Instant messaging (IM) and e-mail were identified as the least used channels by the patrons. The challenges mentioned include the absence of policy statements concerning virtual reference services; the lack of information and communications technology (ICT) skills on the part of librarians; slow Internet connectivity; power failures; management’s lack of support for emerging technologies; IM’s limitations; user’s expectations of instant answer; inarticulate requests; and lack of adequate current reference materials. Research limitations/implications – The findings are from a small sample size; therefore, the findings may not be substantial enough to generalize. Further study is necessary to determine if these results are consistent throughout other university libraries in Nigeria. Originality/value – The findings will inform university libraries in developing countries that are planning to adopt virtual reference services to deliver reference services to users anywhere, anytime.

Using iBooks and iPad apps to embed information literacy into an EFL foundations course

2014 ◽  
Vol 115 (1/2) ◽  
pp. 51-60 ◽  
Author(s):  
Nicole Johnston ◽  
Sally Marsh
Keyword(s):  
Information Literacy ◽  
Mobile Technology ◽  
Teaching And Learning ◽  
Literacy Curriculum ◽  
Content Type ◽  
Reference Services ◽  
Hands On ◽  
Ipad Apps ◽  
Library Staff

Purpose – This case study describes the collaborative process between library staff and faculty of embedding information literacy into an EFL (English as a Foreign Language) foundations (bridging) course through an information literacy matrix, iBooks and iPad apps. Design/methodology/approach – The study focuses on the approach taken to embed information literacy through iPads and iBooks through the development of an information literacy matrix and iPad activities created in collaboration with faculty in a foundations bridging course in an EFL environment. Feedback was sought from faculty on the content of the iBooks and the outcome of using them in the classroom. Findings – The embedding of information literacy into the curriculum though iPads and iBooks created new opportunities for library staff to collaborate with faculty and professional development opportunities for library staff. Feedback from faculty about the iBooks indicated that the “hands on” nature of the activities and the interactivity provided by the apps contributed to student engagement in the lessons. Literature on using mobile technology in education has also found that it fosters collaboration and interactivity in the classroom. Research limitations/implications – Further research is needed that assesses and gathers feedback from students regarding the usability of the iBooks from the students' perspective. This research fills a gap in the literature that explores using mobile technology, specifically iPads to develop information literacy curriculum. Practical implications – This case study can be used as an example of how to embed information literacy curriculum using iPads and iBooks into English foundations or bridging courses. Students and faculty will develop information literacy and technological skills through teaching and learning from these iBooks. Originality/value – There are currently only a few academic articles written on the use of iPads in the library. Most of these articles focus on reference services and one-shot instructional lessons. There are few academic articles that focus on using iPads and iBooks to embed information literacy into curriculum.

Development of a decision support tool for sustainable renovation – a case study

2016 ◽  
Vol 34 (1) ◽  
pp. 3-11 ◽  
Author(s):  
Linus Malmgren ◽  
Stefan Elfborg ◽  
Kristina Mjörnell
Keyword(s):  
Design Methodology ◽  
Energy Use ◽  
Systematic Approach ◽  
Decision Support Tool ◽  
Cost Effective ◽  
Social Benefits ◽  
Content Type ◽  
Support Tool ◽  
Sustainability Criteria

Purpose – Building owners are encouraged to reduce the energy consumption both in order to contribute to national energy saving goals and to reduce the costs of heating and operation of buildings. However, it is important to pursue the most optimal strategy to achieve cost-effective energy use while maintaining other values. Building managers often do not have the time or expertise to make a proper evaluation of the available options, hence there is a need for practical methodologies for evaluation of renovation alternatives. The paper aims to discuss these issues. Design/methodology/approach – Renobuild, a systematic approach for evaluating renovation alternatives based on sustainability criteria are under development. It aims to compare renovation alternatives from an environmental, economic and social perspective. To verify the methodology it has been used to evaluate different renovation alternatives for a multi-family apartment building in Sweden. Findings – The study showed that building managers are provided with a clear comparison between different renovation alternatives from a sustainability perspective. Using Renobuild or similar methodologies may highlight renovation measures which marginally increases the investments, but can lead to significant environmental and social benefits. Research limitations/implications – So far the methodology has only been tested on a limited number of buildings in Sweden. More buildings will need to be tested for further verification. Originality/value – Not many tools or methodologies exist which address several aspects of sustainability. Renobuild is a practical methodology that can help building owners to increase focus on sustainability.

scholarly journals Updating staff involvement with development

2014 ◽  
Vol 27 (4) ◽  
pp. 132-135 ◽  
Author(s):  
Michael A. Crumpton
Keyword(s):  
Design Methodology ◽  
Content Type ◽  
Library Staff ◽  
Staff Involvement

Purpose – The purpose of this article is to reinforce that library staff can be critical to development activities. Design/methodology/approach – This is a discussion of issues involving personal giving and a case study example. Findings – Several factors are discussed related to staff behaviors about giving. Originality/value – This is the author’s own experiences and research, the author was involved in the case study.

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