Bibliographic

Statistical/numerical

Directory

Full text or full image

Multimedia

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CD-ROM

Web-based Direct Online (Voyager)

Web-based Remote (subscription databases)

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1970’s fee-based remote online via Telnet› Intermediary gatekeepers do searching› Command line search syntax› Fees: connection, online time, file #, records

viewed, records printed› Federal database projects (ERIC, Medline,

Agricola)› Disciplinary database projects› Online catalogs begin in-house

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1980’s CD-ROM subscription databases and direct online catalogs› Library users searching on LAN PC

workstations and online catalog terminals› Intermediaries teach command line search

strategy, concept analysis, vocabulary, sources› Databases offered by increasing number of

vendors› Printing costs› Online catalogs networking via Internet

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1990’s Web-based databases and online catalogs

› Web search engines proliferate (1994)› Intermediaries teach Web search strategies› Form fill-in interfaces› Increasingly full text databases› Hyperlinks› Emergence of E-journals

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2000 - 2013› Web-based subscription databases› HL $2+m annual, medium sized research

library› Increasing numbers of E-journals & E-Books› Creating regional and local digital collections

of special materials› Federated searching and meta-search

capabilities

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2000 – 2013› Inviting user input: comments, ratings & reviews,

indexing & xml tags, E-reference, library blog, library wiki, library book club, library online community, bookmarking & tagging, Sharing, Liking, etc.

› Discovery services (Primo One Search)› Mobile access to library sites› Managing library Web sites, digital libraries &

collectionsNahl LIS 601 2013 8

2000 – 2013› Canceling existing print subscriptions,

relinquishing the print archive model› Open access movement (ALA journals)› Open Source movement (Greenstone, Koala)› Institutional Repositories: digital archive model › Increasingly retrospective periodical databases

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2000 – 2013 › E-only libraries› Tablets for roving reference› RSS, screencasting, Webcasting, podcasting &

vodcasting, SMS reference› Social media: YouTube, LibraryThing, Facebook

, FourSquare› Second Life ALA & Community Virtual Library

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Fast Comprehensive Emailing and saving records

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Costly Complex Teaching Encourage impulsivity and less preparation

time

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Librarians must be highly search literate› Core course LIS 663 very important› Pre-req for HL LIS 690 reference internships

Attracts more people to library services Time to teach & explain at desk & while roving Time to learn new sources, sites & mobile devices Search results quick & deceptively satisfactory Time to fix equipment--frozen terminals, wireless

glitches, paper jams, toner change, printer card malfunction, system downtime

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Modes (asynchronous & synchronous)› Mobile or desktop› Email› Web forms› IM & Texting (SMS)› Chat› Blogs, Wikis

Consortia› 24/7 Reference (UHM Libraries)› QuestionPoint

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Lack of visual & auditory cues Total reliance on technology

› Patience is a virtue› Plan for technology challenges and delays

Requires adequate keyboarding skills Requires multi-tasking skills Increased awareness of user time, skills,

technology & environment Expanded user base outside traditional

geographic area & user groups

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Reference interview is the basis of accurate reference service in any format

Establishing a friendly, helpful tone at the start to make a person-to-person connection

Knowledge of reference tools & policies is essential

Referral to subject specialists Responding at a (not much) later time

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1. Be friendly & approachable

2. Use active listening3. Ask reference

interview questions4. Provide handouts5. Provide instruction in

how to use sources6. Ask follow-up

questions

1. Introduce self & use person’s (screen) name

2. Type “I see” “OK”3. Type reference

interview questions4. Push pages, give notes5. Escort through

resources6. Type follow-up

questions

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“Listen” (read) carefully. Paraphrase or summarize the question:

If I understand you correctly, you are looking for… (unscripted content)

Use open questions to get the essential information right away

Avoid library & technology jargon Take notes Follow through to solution (follow-up in

email)

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Use similar language & style of inquirer Use & interpret acronyms, abbreviations,

texting & emoticons› FYI, AKA, BTW, IMHO, :-), TTYL, BRB, AFK, LOL,

etc. Typing takes too long

› Online people are in a hurry› Send short, frequent messages› Create & use scripted messages› Use ellipses … to break up messages into

smaller components

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Work in a second browser window to search during silent or lag time› Users are multitasking!

Detecting if user is (still) there› Send a question to get the user to respond› Tell, do & ask when users act confused or lost› If disconnected, keep typing answer, transcript

automatically goes to user Email later to be sure they are satisfied

(follow-up questions)

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Mostly text chat/IM, voice chat available Immediately greet the avatar "Hello [insert

name here], welcome to the library." 50% use languages other than English,

avatar-librarians use a translator HUD Patience with language abilities, pacing,

lack of response, odd appearances Passing out Notecards with links to specific

inworld locations and descriptions Most questions relate to how the SL

interface works, then how to find people, places, and events

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DIG_REF listserv› Librarians experienced in VR› Comparison of product functionality› Advice› Consortia partners

OCLC research on virtual reference services (VRS)http://www.oclc.org/research/activities/synchronicity.html

Resources for Virtual Reference http://www.refdesk.com

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1. Become an excellent professional searcher

2. Continue to use best practices to search for and use controlled vocabulary and Boolean operators

3. Continue to learn features & functions in databases & print sources

4. Develop excellent reference interview skills--do a reference internship

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5. Continue to use best practices in reference interviewing skills, especially open questions & follow-up questions

6. Develop excellent research skills--invest in challenging courses

7. Develop broad-based knowledge of topics--read, read, read & actively participate widely in culture

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All assignments & extra credit due

by May 7 Papers may be

turned in via attachment or

Google document (Search Work

only)

Happy Summer!

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IG_Eyes 2011