Content deleted Content added
Adding local short description: "Library reference method", overriding Wikidata description "service by which a library reference service is conducted online, and the reference transaction is a computer-mediated communication" |
m Open access bot: url-access updated in citation with #oabot. |
||
| (One intermediate revision by one other user not shown) | |||
Line 14:
Providing remote-based services for patrons has been a steady practice of libraries over the years. For example, before the widespread use of chat software, reference questions were often answered via phone, fax, email and audio conferencing. Email is the oldest type of virtual reference service used by libraries.<ref name="Kern" /> Library services in America and the UK are just now gaining visibility in their use of virtual reference services using chat software. However, a survey in America revealed that by 2001 over 200 libraries were using chat reference services.<ref name="Chow">{{cite book |last=Chowdhury |first=G.G. |title=Librarianship: an introduction |place=London |publisher=Facet |year=2008|display-authors=etal.}}</ref>
The rapid global proliferation of information technology (IT) often leaves libraries at a disadvantage in terms of keeping their services current. However, libraries are always striving to understand their user demographics in order to provide the best possible services.<ref name="Chow" /><ref name="Bro">{{cite book |last=Brophy |first=P. |title=The library in the twenty-first century |edition=2nd |place=London |publisher=Facet |year=2007}}</ref> Therefore, libraries continue to take notes from current [[cyber-culture]] and are continually incorporating a diversified range of interactive technologies in their service repertoires. Virtual reference represents only one small part of a larger library mission to meet the needs of a new generation, sometimes referred to as the "Google Generation", of users who have grown up with the internet.<ref name="Row">{{cite journal |last=Rowlands |first=I. |title=The Google generation: the information behaviour of the researcher of the future |journal=ASLIB Proceedings |volume=60 |issue=4 |pages=290–310 |year=2008 |url=http://www.emeraldinsight.com/journals.htm?articleid=1733495&show=abstract |doi=10.1108/00012530810887953|url-access=subscription }}</ref> For instance, virtual reference may be used in conjunction with embedded [[Web 2.0]] (online social media such as [[Facebook]], [[YouTube]], [[blogs]], [[del.icio.us]], [[Flickr]], etc.) applications in a library's suite of online services.<ref name="Xiao">{{cite journal |last=Xiao |first=N. |title=Web 2.0 as catalyst: Virtually reaching out to users and connecting them to library resources and services |journal=Issues in Science and Technology Librarianship |volume=55 |issue=Fall |year=2008 |url=http://www.istl.org/08-fall/article2.html}}</ref> As technological innovations continue, libraries will be watching to find new, more personalized ways of interacting with remote reference users.
The range of cost-per-transaction of reference interactions has been found to be large, due to the differences in librarian salaries and infrastructural costs required by reference interviews.<ref>Murfin, Marjorie E. "Cost Analysis of Library Reference Services," Advances in Library Administration and Organization, 11, 1993, pp. 1–36.</ref><ref>Eakin, Lorraine, & Pomerantz, Jeffrey. "[https://dx.doi.org/10.1353/pla.0.0035 Virtual Reference, Real Money: Modeling Costs in Virtual Reference Services]," portal: Libraries and the Academy, 9, 2009, pp. 133-164.</ref>
Line 46:
*Accept imperfection in conversations without spending time to go back and make corrections. Most words are recognizable through context.
*Become familiar with and use accepted IM abbreviations such as LOL (Laugh Out Loud).
At times, IM becomes challenging because of lack of non-verbal cues such as eye contact, and the perceived time pressure. Moreover, formulating the question online without the give and take of nonverbal cues and face to face conversation presents an added obstacle. In addition, to provide effective reference service through IM, it is important to meet higher level of information literacy standards. These standards include evaluating the information and its source, synthesizing the information to create new ideas or products, and understanding the societal, legal, and economic issues surrounding its use.<ref>Desai, Christina M. & Graves, Stephanie J. "Instruction via Instant Messaging reference: what’s happening?", The Electronic Library 24 (2) ( 2006): 174-189.</ref>
Line 74 ⟶ 73:
# Virtual reference queries are sometimes followed-up with telephone, fax, in-person and regular mail interactions, even though these modes of communication are not considered virtual."<ref name="MARS">{{cite journal |author=MARS Digital Reference Guidelines Ad Hoc Committee |year=2004 |title=Guidelines for Implementing and Maintaining Virtual Reference Services |journal=Reference and User Services Quarterly |volume=44 |issue=1 |pages=9–14 |url=http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtrefguidelines.cfm}}</ref>
In January 2011 [[QuestionPoint]] and the ALA were in talks about offering a National Ask A Librarian service across the whole United States
==Other countries==
Line 106 ⟶ 105:
==External links==
* [
▲* [http://www.libsuccess.org/index.php?title=Online_Reference Online Reference Section of the Library Success Wiki]
* [http://liswiki.org/wiki/Chat_reference_libraries Chat reference libraries] at the Library and Information Science (LIS) Wiki - list of libraries providing chat reference services
* [
* [
===Software vendors===
Line 119 ⟶ 117:
===Providers===
;United States
* [[Ask a Librarian on duty]], Florida state's virtual reference service, provides live chat with co-browsing and email functions.
* [https://www.librarieshawaii.org/connect/staff/ask-a-librarian/ Ask a Librarian], Hawaii's statewide email reference service.
* [http://www.answerland.org/ Answerland], Oregon's statewide online chat and email reference service.
;United Kingdom
▲* [http://library.open.ac.uk Open University Library] LivePerson
* [https://web.archive.org/web/20100925091720/http://nls.uk/info/readingrooms/askalibrarian.html Ask A Librarian (NLS)] provided by the National Library of Scotland
* [
* [https://web.archive.org/web/20120118194016/http://www.nls.uk/using-the-library/ask-a-librarian National Library of Scotland's 'Ask a Librarian' service]
* [
;Spain
| |||