Digital Reference Services(DRS)

Contents• Digital Reference• Need of digital reference services• Forms of Digital Reference

– Email – Web Forms – Chat using instant messaging – Video-base Reference Service

• Implementation and Maintenance of DRS– Staff Training– Recruiting New Librarians– Interface Design– Creating and Testing the service (prototype) – Legal Issues

• Methods of Evaluation of DRS– User Feedback – Rating – Survey and Questionnaire – Interviews– Case Studies

• DRS Advantages• Conclusions

Conceptual

• Many libraries today provide digital reference services electronically over Internet through websites.

• Digital reference services involves assisting users in accessing digital library resources.

• According to Hirko, “A library service that provides answers to computers questions via electronic means which such as emails, web forms, interactive chat and application sharing.”

• According to James, “digital reference service is provision of direct, professional assistance to people who are seeking information, at the time and point of need.”

• Digital reference (or virtual reference) is a service by which a library reference service is conducted online.

Need of digital reference services (DRS)1. The number of people visiting physical library has declined

significantly and the number of people accessing library Website and using the internet to find information has grown enormously.

2. Personal contacts with users have diminished since the library began providing web-based access to the library catalogue and other collection.

3. It is necessary to provide the information to the users at the point of need whatever the user may be.

4. Digital reference extends services to physically challenged people who can’t visit the library.

Forms of Digital Reference Services

1. Email 2. Web Forms 3. Chat using instant messaging 4. Video-base Reference Service 1. Email

• Service via email.2. Web Forms• Web forms are created for digital reference services in order to

help the patron be more productive in asking their questions. • It helps the librarian locate exactly what the patron is asking for.

Forms of Digital Reference

3. Chat using instant messaging• Instant messaging or online chat is one of the most popular forms of

computer communication.• It is more immediate than email.

Example: librarian chat, Yahoo messenger, Google talk etc. 4. Video-base Reference Service• A video-based Virtual Reference (VR) also called Video Help. • A client /server infrastructure was adopted for the Video Help

system and time stamps were used to achieve the video synchronization between the librarians and patrons.

Implementation and Maintenance of DRS

1. Staff Training2. Recruiting new Librarians3. Interface Design4. Creating and Testing the service (prototype) 5. Legal Issues1. Staff Training

• Virtual Reference Training.2. Recruiting New Librarians

• When recruiting new staff careful consideration should be given to those applicants who can bring critical new skills.

3. Interface Design• The online reference desk should be designed to allow access to

resources and expertise for the greatest number of people, regardless of language, technical capability & physical impediments.

Implementation and Maintenance of DRS

4. Creating and Testing the service (prototype) • Digital reference service need to be pre-tested before final

implementation and making available to people.5. Legal Issues

• It is important for all librarians to familiarize themselves with the current state of public information legislation in their region, and when it affects the scope of services offered to share the information with their patrons.

Example• Digital Reference and Freedom of Information.• Copyright.

Methods of Evaluation of DRS

• It’s essential that the evaluation of digital reference service begins with examining why the service is being evaluated in the first place, and what the organization hopes to gain by conducting the assessment.Some methods of evaluation. 1. User Feedback 2. Rating 3. Survey and Questionnaire4. Interviews5. Case Studies

User Feedback - Example

Rating - Example

Survey and Questionnaire - Example

Interviews - Example

Case Studies - Example

DRS Advantages

• Services to remote users.• Distributed service.• Convenience.• Multiple users at the same time.• Additional communication option.• Capability to reach more people.

Conclusions

• DRS have freed reference services from the reference desk. • Digital reference employed as a means to provide a human

presence in an online environment to assist users at a point of need.

• Make librarians work less invisible.

References

• Bhattacharya, U., & Roy, A. (n.d.). Digital reference service for the people with special needs: What, why and how? Retrieved 01 28, 2017, from World wide web: http://library.ifla.org/130/1/152-bhattacharya-en.pdf

• Lankes, R. D. (n.d.). The Roles of Digital Reference in a Digital Library Environment. Retrieved 01 26, 2017, from World wide web: https://davidlankes.org/rdlankes/Publications/Proceedings/DigRefWP.pdf

• Marsteller, M. R., & Schmitt-Marsteller, J. (n.d.). Opportunities for real-time digital reference service. Retrieved 01 25, 2017, from World wide web: http://repository.cmu.edu/cgi/viewcontent.cgi?article=1019&context=lib_science