the world’s libraries. connected. social q&a meets virtual reference services convergence and...
TRANSCRIPT
![Page 1: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/1.jpg)
The world’s libraries. Connected.
Social Q&A Meets Virtual Reference Services
Convergence and Synergy:
ASIS&T, 75TH Annual Meeting 30 October 2012http://www.oclc.org/research/activities/synergy.html
Chirag ShahAssistant Professor
Rutgers University
Marie Radford
Associate ProfessorRutgers University
Lynn Silipigni Connaway
Senior Research ScientistOCLC
![Page 2: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/2.jpg)
The world’s libraries. Connected.
Where We Are Now
VRS SQA
![Page 3: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/3.jpg)
The world’s libraries. Connected.
Current Model of VRS
Question•20 years
•Funding cuts
•Monolithic
•Hard to combine or extend
services
•Underutilized
•Information requests ill-suited
to service
•In-depth answers Answer
![Page 4: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/4.jpg)
The world’s libraries. Connected.
SQA
What are SQA services?
Answer Question
ANSWERS(1)
•Community-based
•Collaboration
•Publicly available
•Yahoo!Answers, WikiAnswers, AnswerBag
•Low cost
•Quick turnaround due to large community participation
•Easy build-up of social capital
•No guarantee of quality of answers
![Page 5: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/5.jpg)
The world’s libraries. Connected.
Convergence of VRS & SQA
SQA VRS
•Similar components
•Previous efforts
• Slam the Boards
• Enquire
• Rated best
answer 79% of
time
![Page 6: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/6.jpg)
The world’s libraries. Connected.
The Study
Cyber Synergy: Seeking Sustainability through Collaboration between virtual Reference and Social Q&A Sites
SQA VRS
![Page 7: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/7.jpg)
The world’s libraries. Connected.
Cyber Synergy
Partners
• IMLS (funding body)
• OCLC
• Lynn Silipigni Connaway, Ph.D.
• Rutgers University
• Marie Radford, Associate Professor
• Chirag Shah, Assistant Professor
• 2 year project
![Page 8: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/8.jpg)
The world’s libraries. Connected.
Why Cyber Synergy Project?
• Enables Virtual Reference Services (VRS) to remain viable despite today's environment of reduced resources
• Provide empirical data to assess effectiveness of VRS
• The reduction of library budgets increases the need to determine opportunities to share resources and generate revenue through collaboration. SQA services provide such an opportunity.
![Page 9: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/9.jpg)
The world’s libraries. Connected.
Research Questions
• What is the effectiveness of various VRS and SQA services, quality of content provided, and their relative merits and shortcomings?
• How does accuracy compare between VRS and SQA sites?
• What lessons can be learned from SQA sites that could be applied to VRS and vice-versa?
• How can VRS become more collaborative, within and between libraries, and tap more effectively into librarian’s subject expertise?
• How can we design systems and services within and between VRS and SQA for better quality and sustainability?
![Page 10: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/10.jpg)
The world’s libraries. Connected.
Project Phases
Phase I Phase II Phase IIITranscript analysis Telephone Interviews Constructing Design
Specifications
![Page 11: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/11.jpg)
The world’s libraries. Connected.
Cyber Synergy Project : VRS Transcript Analysis
•560 transcripts
• 350 live chat
• 210 Qwidget (IM)
• 11 coding schemes
![Page 12: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/12.jpg)
The world’s libraries. Connected.
Telephone Interviews
•50 users of QP live chat and QW
•50 users and expert users of SQA services
•50 VRS librarians
![Page 13: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/13.jpg)
The world’s libraries. Connected.
Telephone Interview Demographics
•Librarians
•15 academic, 19 other
•VRS/SQA Users
•56 have used both
•12 SQA only
•5 VRS only
VRS/ SQA user geographic distribution
![Page 14: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/14.jpg)
The world’s libraries. Connected.
SQA Analysis
• Interviews
• Preliminary interviews
• Quality of answers
• Synergy of SQA & VRS
• Exploratory interviews
• Use & experiences in physical & digital libraries & SQAs
![Page 15: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/15.jpg)
The world’s libraries. Connected.
SQA Interview Demographics
•10 faculty
•36 SQA users
•24 undergraduate
•12 graduate
![Page 16: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/16.jpg)
The world’s libraries. Connected.
Preliminary ResultsVRS
![Page 17: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/17.jpg)
The world’s libraries. Connected.
Transcript Analysis Results
•Dewey Decimal Classification
• Broad range of subjects
• Predominantly social
sciences & technology
•Type of Question
• Procedural & Ready Reference
are largest question types
•Accuracy
•Accuracy was high
• 90% accurate for Ready
Reference
• 75% correct with citation
included
90%
![Page 18: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/18.jpg)
The world’s libraries. Connected.
Librarian Interview Results
• 34 interviews conducted thus far
• Major themes
• Draft coding scheme developed
![Page 19: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/19.jpg)
The world’s libraries. Connected.
Preliminary ResultsSQA
![Page 20: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/20.jpg)
The world’s libraries. Connected.
Interviews: Librarians
•Librarians• Important
• Attaining sustained user satisfaction
• Teaching search strategies• Better via electronic
media• Cite sources
•Students• Important
• Topicality• Length• Visibility• Timeliness• Clarity• Availability• Verifiability
• Relevance, quality, and satisfaction on equal planes
![Page 21: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/21.jpg)
The world’s libraries. Connected.
The Takeaway
![Page 22: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/22.jpg)
The world’s libraries. Connected.
Conclusions
•Improve underutilized services
•Understand how to leverage librarian
subject expertise through virtual
collaborations
•Develop guidelines for practice and
recommendations for evaluation of
VRS & SQA
•Inform systems design
•Connect potential users and
information seekers with SQA
services, VRS, & social media sites
![Page 23: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/23.jpg)
The world’s libraries. Connected.
Coming Soon
![Page 24: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/24.jpg)
The world’s libraries. Connected.
Next Steps
•Analysis of SQA questions
• Subject
• Question Type
• Reasons why some questions
fail to obtain any answers
•Interviews
• VRS & SQA users
• Continue librarian interviews
• Design sessions with experts
• Specifications for system
design
![Page 25: The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012](https://reader035.vdocuments.mx/reader035/viewer/2022070410/56649ebd5503460f94bc6982/html5/thumbnails/25.jpg)
The world’s libraries. Connected.
Questions?
Lynn Silipigni Connaway: [email protected]
Marie Radford: [email protected]
Chirag Shah: [email protected]
??
??
? ?
?
?