the management of the angolan oil revenues: are there any chances

Remote User Support within a Web-based CommunityACS Fall National Meeting, ChicagoAugust 25th 2001

Davina Heaven

Outline of Presentation

• the role of the “librarian” within an e-library• search engines as reference librarians• ChemWeb.com as an e-library and web-

based community• ChemWeb.com’s remote user• user support to ChemWeb.com’s remote

users

The role of the “librarian” within an e-library

• a point-of-need service• remotely accessible from workstation• global• one-to-one service• problem can be talked through at workstation• speed and efficiency

• librarian acts as a gatekeeper to online information• controls subscription keys, passwords, account information

• the Librarian is enhanced service provider in a proactive manner (Matson & Bonski, 1997)• provide current awareness services eg. e-mail news bulletins• targeted e-mails

• gurus of copyright, licensing, electronic redistribution (Matson & Bonski, 1997)


• use experience of how users request, use and process information in design of user interface (Matson& Bonski, 1997)• Usability testing carried out

when relaunching site• a key was added to identify

databases on ChemWeb in response to members’ need for information to identify types of databases



• endeavour to put human face on technology• e-mail • telephone• mail• fax

Search engines as reference librarians

• engines as information experts• organise knowledge into systems and

structures• point of reference for further information

resources eg. ChemGuide.• general internet search tools eg. Google,

developed to scientific information specificeg. Scirus

Search engines as reference librarians

• advanced functionality

• ignores sites without scientific content

• reads non-text files

• searches the hidden web

http://www.scirus.com

An e-library: ChemWeb.com

• online journals and databases• 230 journals and 25

databases• fully searchable with

interlinking• free journal abstracts• gateway to ScienceDirect

and other publisher sites


• online credit card accounts for instant purchasing

• remote user access for institutional accounts with subscription keys

• established society deals to access content• free access to Tetrahedron Letters for ACS Division of

Organic Chemistry Members• free access to electrochemistry journals for members of

International Society of Electrochemistry• free access to the Journal of the American Society for Mass

Spectrometry for ASMS members


• opportunity for publishers to use ChemWeb.com as marketing tool

• offers of free access to full-text journals and databases


• automated user support -linking• author links: articles with the

same author in the author list• related articles• Litlink: external articles• Full text: articles on ChemWeb• cited-by links: articles which

cite a particular reference


• automated user support - searching• search individual or all

journals & databases• restrict by field• advanced searching -

combine search terms• search histories

A web-based community: ChemWeb.com

• discussion groups• self-supporting help mechanism between

members• discussion group moderators

• other community features• chemistry speciality forums• conferences• jobs

ChemWeb.com Remote Users

Geographical Breakdown of ChemWeb's Membership

Argentina

Australia

Brazil

CanadaChinaIndia

Israel

Japan

Korea

Mexico

USAEUROPE

ArgentinaAustraliaBrazilCanadaIndiaIsraelJapanKoreaMexicoUSAEUROPE

ChemWeb.com Remote Users

050000

100000150000200000250000300000

Total valid members

Aug

-96

Feb-

97

Aug

-97

Feb-

98

Aug

-98

Feb-

99

Aug

-99

Feb-

00

Aug

-00

Feb-

01

ChemWeb Members Growth

Joining a Web-based Community

• registration process• user authentication• user has control over

registration process• user can update details at

any time

User Support for Remote Users

• customer service team - the human touch• available via e-mail, phone and mail• respond to members’ queries via e-mail within 24

hours• provide technical support and trouble-shooting• supply online support pages using knowledge

gained from customer experience


• online support pages• online help system • FAQs• information zones• optional tips


information zone

optional tips

Conclusions & Summary

• the role of the “librarian” is needed within an e-library, but the role has been adapted to meet the needs of the internet users

• search engines now partly play the role of reference librarians?

• automated user support is available within an e-library eg. interlinking, searching, structure searching

Conclusions & Summary

• self-supporting help mechanism within a web-based community

• although human interaction is also important factor in user support - the librarian or customer services team

• members have control over registering, purchasing and using support on a point-of-need basis.

Thank youfor your attention… any questions?Davina HeavenMember Services [email protected]

Tel: +44 (0)20 7611 4417ChemWeb, Inc.84 Theobalds RoadLondon, United Kingdom WC1X 8RR

the management of the angolan oil revenues: are there any chances

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