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Digital Reference: Collaborations, Big and Small
Alice K. KawakamiKay Deeney
Shirley DavidMLGSCA Program Meeting
Scottsdale, AZDecember 11, 2002
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Agenda
1:00-2:00 Introduction Discussion Session 1
2:00-2:15 Academic Collaboration2:15-2:30 Medical Collaboration2:30-2:45 Break2:45-3:15 Law Collaboration 3:15-3:45 Management Issues
Discussion Session 2
3:45 4:00 Wrap-up
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Introduction to Digital Reference
Alice K. KawakamiProgram Director for Digital ReferenceUniversity of California, Los Angeles
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What is it?
Allows librarians and users to communicate in real-time
Walk users through web sites and searches
Assist in filling out forms Explain or demonstrate resources
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Why use it?
Immediate help when it’s needed Interactive, collaborative help Extends service beyond regular hours Extends staffing Extends service beyond the building Targets specific populations or
resources
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Select libraries
Librarians window
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Librarian’s messages
Push web pages
Scripts
Chat
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User’s browser window
User types here
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To Escort
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Time online
Collaborative browsing window
ScriptsChat
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Conference or TransferBookmarked
websites
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Resolution codes
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Users pop-up evaluation form
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Discussion Session 1
Compare and contrast Traditional Reference with Digital Reference Services Comment on communication styles,
reference interview, interpersonal contact, feedback and limitations, follow-up
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Academic Collaboration: The UCLA Project
Pilot projects each quarter beginning in Spring 2001-Summer 2002
Tested various hours, staffing configurations and locations
Number of calls increases every quarter
Input into software development
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Pilot Project 1-Spring 2001
Hard to find the online librarian icon Lack of publicity What we learned
How do deal with technical challenges Most questions were general rather
than subject-specific Users very tolerant of experimental
technology
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Pilot Project 2 - Summer 2001
Centralized service Icon more visible–now on main
library home page Evening hours: 6 PM-9 PM,
Monday-Thursday Tested DSL, cable modem and 56K
dialup from home
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Pilot Project 3 - Fall 2001
Split hours:Monday-Thursday 2-4 PM and 6-8 PM
Coverage by units and individual volunteers
Average length of call 18 minutes 80 % of users are UCLA-affiliated
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Pilot Project 4 - Spring 2002
Hours more consistent: Monday-Thursday 9-5, Friday 9-2
Median length of time for transactions becomes shorter
52% of callers are undergraduates New software allows multiple
callers
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Sample Questions I'm trying to find the journal, "Clin
Pharmacol" online. Where should I go?
I'm trying to find psych scales and the associated article. I'm having a difficult time using Orion and PsycInfo. Is there a more efficient way to find these articles?
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Where can I find a large image of the circulatory system online? Is there a medical encyclopedia or dictionary that will have such an image?
Which database do I use to search for (Activity-dependent development of neuronal circuits)? Which database is best to search for neuroscience journals?
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I'm having trouble finding psychological journal articles on the social behavior of squirrels.