libraries: reference services in a virtual context
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Libraries: Reference Services in a Virtual ContextJennifer M. PettigrewProfessor Jose SanchezLIS 17:610:550:02December 10, [email protected]
Generations Online in 2009, Pew Internet & American Life
Project (p. 5)
Population Internet Use
Instant Messaging
Ages 12 to 17 93 percent 68 percent
Ages 18 and older
74 percent 38 percent
How do these statistics impact
libraries?
What is VRS?
As defined by the Reference and User Services Association (RUSA) (2004), VRS is:
[…] reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. (para. 1.1).
Common Types of VRS
E-mail address reference
Web form reference
Chat reference
Instant Messaging (IM)
Text Messaging
Embedded Chat Reference (aka: Chat Widgets)
What are Chat Widgets?
HTML code that is embedded into a Web page
Creates a chat window
Allows for synchronous communication
Similar to IM, but does not require the visitor to create IM accounts, buddy names, or passwords in order to initiate communication
Requires JavaScript or Flash installation
Types of Chat Widgets
AIM Wimzi Widget by AOL
Google Talk chatback badge by Google
Meebo Me by Meebo
Plugoo Widget by Plugoo
Minichat/Webchat 2 by Userplane
Pingbox by Yahoo! Messenger
Meebo Me
AIM WIMZI
Plugoo Widget
Pingbox
Benefits DrawbacksLive interaction with user (synchronous communication)
Lack of visual and non-verbal cues to aid reference interaction
Basic versions are Free! Only one person can log on to an account at one time
Interact with multiple users in different chat windows (5 to 100 private interactions)
Overwhelming/difficult to manage, esp. for individual librarian new to technology
Customize widget (name, size, color)
Does not automatically archive transcripts for future analysis or track usage patterns
Displays status availability (online/offline)
Cannot store messages if offline
Users do not need to download IM software, create IM accounts, etc. (ease of use & convenience)
Rutgers, “Ask a Librarian”
Yale University Libraries, “Asklive”
California State University, Fullerton
(CSUF)What: implemented Meebo Me in spring of 2008 to supplement QuestionPoint’s chat reference service
Goal: increase VRS usage
Targeted User Population: commuter students familiar with using traditional IM
How: librarians created individual accounts and embedded widgets into their Web pagesUsed Libstats, an open source reference statistics program, to track statistics Marketing CampaignStaff Training
CSUF: ResultsMeebo Me QuestionPoi
nt
Number of Questions
833 531
Most Common Question Type
Research Assistance
(40.02 percent)
N/A
Transaction Time
10 minutes of less(83.19
percent)
20+ minutes(66.63
percent)
Library Staff Feedback:
90 percent positively responded to Meebo Me
Concerns:Difficulty multi-taskingPrefer FtF reference transactionsDifficulty transferring usersLost connectionsInadequate notification of a new user
New Pilot Study: Library31p
CSUF: Libraryh31p
Conclusions
VRS are important additions to library’s reference services because many people use Web-based technologies to find information and communicate.
IM & Chat Widgets can attract younger generations to use libraries’ services.
VRS pose new challenges as well as opportunities for librarians to broaden their reference skills.
Questions or Comments?
References
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References (continued)
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References (continued)
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References (continued)
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