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Chat Reference: What’s Hot, What’s Not
Carleen HuxleyTwitter: cshlib
Chat Reference: What’s Hot, What’s Not
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Widescreen Graphics
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Creating 16:9 Presentations
•Lack of physical and auditory cues
•Real/perceived pressure to handle the transaction quickly
• Instruction
• Consortia vs. single library
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“At the heart of any reference transaction is a conversation.” (Lankes)
The Interview
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“If text alone could not convey emotion, then old-fashioned letters sent by mail would never have caught on, and the movie would always be better than the book.” (Condit and Desai)
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•Welcoming
•Gathering Information
•Confirming/Agreement
•Providing Answer
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Show interest
“Wow! Interesting topic.”
“Oh boy, tough topic.”
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Informal Language, avoiding robotic instruction
“Hi!” vs. “Hello”
“I suggest you try Eric” vs. “Select a periodical index”
“Let’s start with a subject search in the catalog..” vs. “Consult our catalog…”
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Misspelling and lower case letters
• Don’t call patron on their own misspelling, or at least do so tactfully.
•Lower case typing is faster, which allows for quicker transaction time during chat.
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Don’t be overly interrogative“Is this for an undergrad or grad class?”
“Do you need a scholarly article, or just any kind of magazine article?”
“What kind of information?”
“How will you be using this information?”
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Update them regularly• Preformatted questions (scripts) for ease and speed while you search.
•“Still looking… “
• “Hang on, still searching…”
•“chug, chug, chug….that’s my computer. ;-)
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Provide warnings before doing something
• Pushing pages/links• Sending contact information• Exiting the chat
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Getting Used to Multiple Dialogues• Don’t always have to wait for a response before sending another question or piece of information.
Patron: Everytime I try to print my article only the first page prints. Help!!!Librarian: Hi, there! Are you getting the article from a library database or the internet?Patron: The text is also way small. Librarian: Yeesh, that is frustrating. Patron: From the database called JSTORLibrarian: Is it in PDF format?Patron: It is! I’ve tried everything!
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www.questionpoint.blogs.com
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“It borders on the fatuous to propose that technology can be empolyed to provide a satisfactory alternative to nuances of the interaction between librarian and user.” (M. Gorman)
Instruction
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How can I convey complex instruction through a chat/SMS interface?
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The transition of reference librarian from question answerer to librarian as
teacher/learning facilitator.
Desai, Christina and Stephanie J. Graves. Instruction via Instant Messaging reference: what’s happening?. 2006.
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Confusion between librarians as content experts versus process experts.
Lankes, David. New Concepts in Digital Reference. 2009
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• Modeling: Here’s the information you need and here’s how I got it.
• Resource suggestion• Terms suggestion• Leading: step-by-step• Lessons: library terminology (peer review)
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Instructional Techniques
Modeling Resource Suggestion
Term Sug-gestion
Leading Lessons
Results 33 88 42 62 8
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Results
Axis Title
Desai, Christina and Stephanie J. Graves. Instruction via Instant Messaging reference: what’s happening?
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Should the librarian provide instruction when the patron
hasn’t asked for it?
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Leading: Start by giving them a carrotProvide a brief immediate answer, then introduce instruction with a follow-up.
Librarian: Here’s a book on creative learning in early childhood. CREATIVE LEARNING IN PRIMARY SCHOOL http://bit.ly/9n5ajG Patron: Ok, thanks I’ll take a look.Librarian: To find more, I would recommend browsing the other books on the shelf next to it. Librarian: You can also do a keyword search in our online catalog using “creative learning”Patron: How do I get to the online catalog ?
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Short step-by-step instructionDon’t overwhelm them with too much info. Pause to ask them if they have received a page you pushed or have located a box on the page, etc.
Librarian: Have you logged into Academic Search Complete?Patron: No, not yet.Patron: k, I’m there.Librarian: Ok, now type in your search terms…Librarian: You might want to try something like Librarian: “juvenile diabetes” and nutritionLibrarian: Be sure to include the quotes around juvenile diabetes, it will really help the search.Librarian: Then select the box next to where it says Full Text. Now you’re ready to search!Librarian: How did that work for you?
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On the spot screencasthttp://www.screentoaster.com
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Website annotation toolshttp://sharedcopy.com
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What will chat reference look like in the future?
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• David Lankes and OCLC collaborative idea• Still only in mock-up/concept phase• The “digital table”• Participatory Reference• Collaborative Conversation - “Why should virtual reference necessitate one librarian and one patron?”• Patron/User is in control. They invite us into their space!• Knowledgebase made public and searchable.
Scapes Video. Virtual Dave http://quartz.syr.edu/rdlankes/blog/?p=460
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• Put the user in control
• Allow the user to not simply collect information, but to organize the information in a relational manor (like an entailment mesh).
• Allow the user to determine the conversants.
• Promote back and forth exchanges.
Lankes, David. New Concepts in Digital Reference. 2009
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Desai, Christina M., and Stephanie J. Graves. "Instruction via Instant Messaging reference: what's happening." electronic Library 24, no. 24 (2006): 174-189. http://proquest.umi.com (accessed June 15, 2010).
Fagan, Jody Condit, and Christina M. Desai. "Communication Strategies for Instant Messaging and Chat Reference Services." The Reference Librarian 38, no. 79 (2003): 121-155.
Hill, J.B., Cherie Madarash Hill, and Dayne Sherman. "Text Messaging in an Academic Library: Integrating SMS into Digital Reference." The Reference Librarian 47, no. 97 (2007): 17-29.
Lankes, David. "Scapes Video." Virtual Dave...Real Blog.. http://quartz.syr.edu/rdlankes/blog/?p=460 (accessed June 15, 2010).
Lankes, R. David. New Concepts in Digital Reference (Synthesis Lectures on Information Concepts, Retrieval & Services). San Rafael: Morgan And Claypool Publishers, 2009.
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Photo Credit
Slide 1: Image courtesy of isolethetv on Flickrhttp://www.flickr.com/photos/istolethetv/519756811/