scholarly journals Lagniappe: Integrating a New Service: One Library's Experience with Digital Refrence

2009 ◽  
Vol 61 (4) ◽  
pp. 152
Author(s):  
Susan Herzog
Keyword(s):  
Public Library ◽  
Virtual Reference ◽  
The Public ◽  
Digital Reference ◽  
Reference Service

Recently I completed answering a two-page list of questions from a Virginia library that was planning digital reference service. Their concerns reminded me where the Public Library of Charlotte andMecklenburg County (PLCMC) was about two years ago, when we began to consider virtual reference.

scholarly journals Ask Live! UK public libraries and virtual collaboration

2009 ◽  
Vol 27 (86) ◽  
pp. 43-50 ◽  
Author(s):  
Linda Berube
Keyword(s):  
Public Libraries ◽  
Public Library ◽  
Virtual Collaboration ◽  
Virtual Reference ◽  
Digital Reference ◽  
Reference Service ◽  
The Uk

Ask A Librarian, the UK public library digital reference service, has been piloting LSSI's Virtual Reference Toolkit. The pilot, managed by Ask administrator Co-East, went live to public users in May 2003 and will continue through September 2003. The pilot objectives include not only an evaluation of the software and support offered by LSSI, but also the eventual integration of the chat component with the main web-form service, and the implications for uptake and sustainability. This article combines a report of the largely positive initial findings of the pilot with an overview of digital reference service and UK public libraries.

scholarly journals Collaborative Chat Reference Service Effectiveness Varies by Question Type for Public Library Patrons

2008 ◽  
Vol 3 (1) ◽  
pp. 72 ◽  
Author(s):  
Stephanie Hall
Keyword(s):  
Content Analysis ◽  
User Satisfaction ◽  
Public Library ◽  
Question Type ◽  
Virtual Reference ◽  
Chat Reference ◽  
Significant Difference ◽  
Reference Service ◽  
Non Local ◽  
Research Questions

A review of: Kwon, Nahyun. "Public Library Patrons' Use of Collaborative Chat Reference Service: The Effectiveness of Question Answering by Question Type." Library & Information Science Research 29.1 (Mar. 2007): 70-91. Objective – To assess the effectiveness of a collaborative chat reference service in answering different types of question. Specifically, the study compares the degree of answer completion and the level of user satisfaction for simple factual questions vs. more in-depth subject-based reference questions, and for ‘local’ (pertaining to a particular library) and non-local questions. Design – Content analysis of 415 transcripts of reference transactions, which were also compared to corresponding user satisfaction survey results. Setting – An online collaborative reference service offered by a large public library system (33 branch and regional locations). This service is part of the Metropolitan Co-operative Library System: a virtual reference consortium of U.S. libraries (public, academic, special, and corporate) that provides 24/7 service. Subjects – Reference librarians from around the U.S. (49 different libraries), and users logging into the service via the public library system’s portal (primarily patrons of the 49 libraries). Method – Content analysis was used to evaluate virtual reference transcripts recorded between January and June, 2004. Reliability was enhanced through triangulation, with researchers comparing the content analysis of each transcript against the results of a voluntary exit survey. Of 1,387 transactions that occurred during the period of study, 420 users completed the survey and these formed the basis of the study, apart from 5 transactions that were omitted because the questions were incomprehensible. Questions were examined and assigned to five categories: “simple, factual questions; subject-based research questions; resource access questions; circulation-related questions; and local library information inquiries” (80-81). Answers were classed as either “completely answered, partially answered or unanswered, referred, and problematic endings” (82). Lastly, user satisfaction was surveyed on three measures: satisfaction with the answer, perceived staff quality, and willingness to return. In general, the methods used were clearly described and appeared reliable. Main results – Distribution of question types: By far the largest group of questions were circulation-related (48.9%), with subject-based research questions coming next (25.8%), then simple factual questions (9.6%), resource access questions (8.9%), and local library information inquiries (6.8%). Effectiveness of chat reference service by question type: No statistically significant difference was found between simple factual questions and subject-based research questions in terms of answer completeness and user satisfaction. However, a statistically significant difference was found when comparing ‘local’ (circulation and local library information questions) and ‘non-local’ (simple factual and subject-based research questions), with both satisfaction and answer completeness being lower for local questions. Conclusions – The suggestion that chat reference may not be as appropriate for in-depth, subject-based research questions as it is for simple factual questions is not supported by this research. In fact, the author notes that “subject-based research questions, when answered, were answered as completely as factual questions and found to be the question type that gives the greatest satisfaction to the patrons among all question types” (86). Lower satisfaction and answer completion were found among local vs. non-local queries. Additionally, there appeared to be some confusion among patrons about the nature of the collaborative service – they often assumed that the librarian answering their question was from their local library. The author suggests some form of triage to direct local questions to the appropriate venue from the outset, thus avoiding confusion and unnecessary referrals. The emergence of repetitive questions also signalled the need for the development of FAQs for chat reference staff and the incorporation of such questions into chat reference training.

Library Reference System and its Development Trend Analysis in China and Abroad

2011 ◽  
Vol 267 ◽  
pp. 70-73
Author(s):  
Chao Zhang
Keyword(s):  
Reference System ◽  
Service System ◽  
Rapid Development ◽  
Development Trend ◽  
Developed Countries ◽  
Network Technology ◽  
Reference Systems ◽  
Virtual Reference ◽  
Digital Reference ◽  
Reference Service

At present, in many developed countries, the library reference system is already very mature, and achieve a higher level of application. Britain's Ask A Librarian system is a typical example. Virtual Reference Desk in United States is also a kind of cooperative reference service system. due to the rapid development of network technology, library and reference technology has also developed rapidly. methods and current situation of domestic and foreign digital reference systems were analyzed. the development trends of reference system are discussed.

scholarly journals Impact of digital reference on the delivery of reference in New Zealand public libraries

2021 ◽  
Author(s):  
◽  
Suzanne Alison Barnaby
Keyword(s):  
New Zealand ◽  
School Children ◽  
Response Rate ◽  
Public Libraries ◽  
Survey Design ◽  
Virtual Reference ◽  
Reference Services ◽  
Digital Reference ◽  
Digital Reference Services ◽  
Reference Service

<p>This study looks at digital reference services in New Zealand public libraries to find out what types of services are being provided and what impact they are having on traditional reference services. A survey was sent to twenty-seven selected public libraries with a further sixteen selected libraries added after a low response rate from the first group, to collect information on their digital reference services. The libraries included large, medium and small and were selected from all areas of New Zealand. A questionnaire was used to collect the information and the data was statistically analysed. All large and the majority of medium selected libraries are providing a digital reference service in the form of email or web form. Four of the large libraries are participating in AnyQuestions - a virtual reference service for New Zealand school children, and one large library has their own virtual service. The low response rate and deficiencies in the survey design have resulted in inconclusive results for this study. We know libraries are providing digital reference services and we know something about how the services are provided, but it is still unclear whether these services are having an impact on traditional reference services.</p>

scholarly journals Impact of digital reference on the delivery of reference in New Zealand public libraries

2021 ◽  
Author(s):  
◽  
Suzanne Alison Barnaby
Keyword(s):  
New Zealand ◽  
School Children ◽  
Response Rate ◽  
Public Libraries ◽  
Survey Design ◽  
Virtual Reference ◽  
Reference Services ◽  
Digital Reference ◽  
Digital Reference Services ◽  
Reference Service

<p>This study looks at digital reference services in New Zealand public libraries to find out what types of services are being provided and what impact they are having on traditional reference services. A survey was sent to twenty-seven selected public libraries with a further sixteen selected libraries added after a low response rate from the first group, to collect information on their digital reference services. The libraries included large, medium and small and were selected from all areas of New Zealand. A questionnaire was used to collect the information and the data was statistically analysed. All large and the majority of medium selected libraries are providing a digital reference service in the form of email or web form. Four of the large libraries are participating in AnyQuestions - a virtual reference service for New Zealand school children, and one large library has their own virtual service. The low response rate and deficiencies in the survey design have resulted in inconclusive results for this study. We know libraries are providing digital reference services and we know something about how the services are provided, but it is still unclear whether these services are having an impact on traditional reference services.</p>

scholarly journals The majority of library clients still use person-to-person interaction when asking reference questions

2006 ◽  
Vol 1 (1) ◽  
pp. 92
Author(s):  
Suzanne Pamela Lewis
Keyword(s):  
Graduate Students ◽  
Literature Review ◽  
The United States ◽  
Health Sciences ◽  
End User ◽  
Virtual Reference ◽  
Reference Services ◽  
Digital Reference ◽  
Reference Service ◽  
The University

A review of: De Groote, Sandra L. “Questions Asked at the Virtual and Physical Health Sciences Reference Desk: How Do They Compare and What Do They Tell Us?” Medical Reference Services Quarterly 24.2 (Summer 2005): 11-23. Objective – To identify similarities and differences in the questions asked at the virtual and physical reference desks of a health sciences library, in order to better understand user needs and highlight areas for service improvement. Also to retrospectively analyze reference statistics collected over the previous six years. Design – Use study; retrospective study of reference statistics for the period July 1997 to June 2003; literature review. Setting – Large academic health sciences library in the United States. Subjects – All questions asked at the reference and information desks, plus questions submitted to the University-wide virtual reference service and answered by a health sciences librarian, over a period of one month. The questions were asked by faculty, staff, students and members of the public. Methods – A literature review was carried out to examine the types of information/reference questions typically asked in health sciences libraries both before and after the mass introduction of remote end-user searching of online resources and the establishment of virtual reference services. Next, the reference statistics collected at the University of Illinois at Chicago (UIC) Library of the Health Sciences between July 1997 and June 2003 were examined. For most of this period a digital reference service was offered using a listserv address to which patrons would submit email queries. Beginning in March 2003, a formal virtual reference service (chat and email) was provided using commercial software. Finally, data was gathered on questions answered by a health sciences librarian, and clients who asked the questions, at either the physical or virtual reference desk, during the month of November 2003 at the UIC Library of the Health Sciences. Library staff completed an online survey form for each question, and if a client asked more than one question, each question was coded individually. Data included: status of client using the service (faculty/staff, undergraduate student, graduate student, non-UIC, unknown); mode of submission (email, chat, phone, in person); and type of question asked (directional, ready reference, in-depth/mediated, instructional, technical, accounts/status and other). In subsequent analysis, the original seven types of questions were further broken down into 19 categories. Main results – It was not possible to undertake a meta-analysis or systematic review of the studies identified in the literature review because of differences in time frames, settings and the categories used to code reference questions. However the following trends emerged: directional questions accounted for between 30 and 35% of questions asked at both physical and virtual reference desks; the remainder of questions were generally about known item searches, library policies and services, research, database use and quick reference. The statistics collected at UIC Library of the Health Sciences over the period July 1997 to June 2003 were analyzed. Coded reference questions fell into one of four categories: ready reference, in-depth reference, mediated searches and digital reference. There was a noticeable drop in the number of reference questions received in 1999/2000 which reflects trends reported in some of the studies identified in the literature review. The number of mediated searches decreased from 154 in 1997/98 to 4 in 2002/2003, but the number of digital reference questions increased from 0 to 508 in the same period. Statistics were collected over the month of November 2003 for 939 questions asked at the reference and information desks which included: 38 e-mail; 48 chat; 156 phone; and 697 in person. The major findings were as follows: • approximately 55% of questions were reference questions (33.5% ready reference, 9.7% in-depth/mediated, 9.7% instructional); 30% were directional; and 10% were technical; it is not stated what the remaining 5% of questions were; • library clients who asked the questions comprised graduate students (26%), faculty (24%), undergraduate students (24%) and non-UIC patrons (22%); • all groups of clients were most likely to ask their reference questions in person; • graduate students were the largest users of email reference (34%), undergraduates were the largest group to use chat (35%) and faculty/staff were the largest group to use the telephone (39%); • 28% of the questions were answered from library’s staff’s general knowledge of the library; 22% using the online catalogue or electronic journal list; 22% by referring the patron to, or using, an online database or resource; 13% by referring the patron to another department in the library (such as circulation); 7% by consulting another individual; and 5% by using print resources. Conclusion – The results of the three parts of this study – literature review, study of 1997-2003 statistics, and in-depth collection of statistics for November 2003 – are difficult to compare with each other. However, the general trend emerging from the results is that some kinds of questions asked by health sciences library clients have remained very much the same regardless of the rise of remote end-user searching and the mode of transmission of the questions. These include questions about library policies and services, journal and book holdings, database searching and instructional support. Questions about citation verification and consumer health appear to be decreasing while technical questions and questions about accessing remote databases and online journals are increasing. The majority of reference questions are still asked in person.

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