the recent impact of the internet on reference services michael sauers presentation to the missouri...
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The Recent Impact of the Internet on Reference Services
Michael SauersPresentation to the Missouri Library Network Corporation
16 July 2001
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Four Recent Developments
AskA… Services
E-mail-based Reference
Chat-based Reference
The Collaborative Digital Reference Service (CDRS)
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AskA… Services
Non-library based
Usually staffed by volunteer subject experts
Most accept questions, decide which to answer, and then post those answers. Not everyone gets a response.
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AskA… Services Examples
Ask Shamuwww.seaworld.org/ask_shamu/asintro.html
Ask Dr. Universewww.wsu.edu/DrUniverse/Contents.html
AllExpertswww.allexperts.com
VRD: AskA+ Locatorwww.vrd.org/locator/subject.shtml
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AllExperts.com
Expert registers and picks categories
User picks an expert and posts a question
Expert receives an e-mail with the question and a link to the page with the answer options.
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AllExperts.com
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AllExperts.com
Expert decides whether or not they can answer the question.
Expert responds with the answer.
User receives an e-mail telling them their answer (or other response) is available.
User may leave feedback for the expert.
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AllExperts.com
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AskA… Services
BenefitsQuestions answered by subject expertsAnonymous from the user perspective
DisadvantagesNo clear definition of who is an expertTime lag up to several daysLittle ability for reference interview
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E-mail-based Reference
Patron sends an e-mail with a question to the reference department of the library.Dedicated staff member or team monitors the account’s inbox for new questions.Librarian finds the answer and sends an e-mail back to the patron.
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E-mail-based Reference Examples
Humboldt State University (CA)library.humboldt.edu/infoservices/emailref.htm
Fairfax County Public Library (VA)www.co.fairfax.va.us/library/asklib.htm
New York State Librarywww.nysl.nysed.gov/refserv.htm
Directory of E-Mail Reference Sitesalexia.lis.uiuc.edu/~b-sloan/e-mail.html
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E-mail-based Reference
BenefitsPatron does not need to come into the
library.Librarians can take more time to answer a
question since the user is not “on hold.”
DisadvantagesTurn around time is usually around 24-
hours unless there is a dedicated librarian.Asynchronous communication not
conducive to the reference Interview.
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Chat-based Reference
Live
Patron accesses the library’s chat service with their Web browser
Librarian greets the patron and patron asks their question
Reference interview performed as needed
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Chat-based Reference
Patron is put on “virtual hold”
Librarian finds the answer and types it back to the patron
Patron disconnects from the chat system
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Chat-based Reference Examples
KnowItNow (Cleveland Public Library)www.cpl.org/vrd/vrd.asp
24/7 Referencewww.247ref.org
Live Librarianwww.suffolk.lib.ny.us/snl
University of PA Biomedical Referencerefchat.library.upenn.edu/refchat-biomed.html
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Chat-based Reference
BenefitsJust-in-time online reference
DisadvantagesPatron may need additional technology to
access (plug-in)Connection speed an issueCurrent software lacks archiving and
searching functions
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The Collaborative Digital Reference Service (CDRS)
Sponsored by OCLC and LOC
Library to library reference service
www.loc.gov/cdrs
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CDRS
Library registers for the service and fills out a profileContact informationSubject areasTimes available
Asking library posts a question to the system
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CDRS Requirements Report 2 February 9, 2001
A cceptR equest
C ance lQ uestion
N otify o fP end ing
E xp ira tion
R eturnR esponse
W ork O nR esponse
C ance lR equest
P rovideE xp ira tion
N otifica tion
Q&A W orkflowRequest Processing View
Term inateR equest
A d justE xp ira tionD ead line
R esum e curren tprocessing
P reem ptR equest
A ssignm ents
D eliverR esponse
A m endR esponse
R esum e curren tprocessing
R eviewR esponse
C om ple teness
A ssignR equest
C larify R equest
U pdateK now ledge
B ase
E ditK now ledge
B ase
CDRS
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CDRS
Benefits InternationalPublic libraries share their knowledge
(local) with academic libraries (research)Every question sent through the system to
date has been successfully answered
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CDRS
DisadvantagesUsually a minimum of a 24-hour turn
around timeArchive (KnowledgeBase) not yet availableNot yet open to the general public
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Effects of these Services
AskA services are popular with the public but are not viewed as serious competition to the library world.So far, most libraries have reported that the library-to-patron services have had a minimal impact.CDRS is still in the early stages but participants have had significant success.
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Questions?