WebJunction - Virtual Reference

Perceptions of Digital Reference

2010-03-13T00:55:19Z

This paper describes the perceptions of librarians and patrons concerning virtual reference services, paying particular attention to chat reference services.

by Larissa Gordon, Master of Science in Library & Information Science Candidate, Drexel University

Abstract:

As library resources began to move into the world of the Internet, many libraries realized the need for a method of assisting patrons in this new virtual environment. Virtual reference services were formed to meet this need. However, despite their similar function, there are many differences between virtual reference and traditional desk reference transactions. This paper will describe the perceptions of librarians and patrons concerning virtual reference services, paying particular attention to chat reference services. The conclusion to this paper will focus on the need to include virtual reference as a topic of study in library schools so librarians will be better prepared to cope with the challenges posed by the new technology and new patron base.

Introduction

Over the course of the last few years libraries and library resources have increasingly moved online. Many library databases and special collections are easily accessible by computer, and patrons can manage their library accounts from the comfort of their own homes. However, amidst all these technological advances it must be remembered that "technology and information resources on their own cannot make up an effective digital library"(Sloan, 1998). Something more is needed, specifically, a convenient method of helping patrons in this new and sometimes confusing virtual environment. As a response to this need many libraries have extended their traditional desk reference services to include virtual (or digital) reference services. The challenge for virtual reference services has been to discover an effective way to transfer the reference skills of librarians and the "human touch" of traditional reference service into an environment where the librarian and patron do not come into physical contact with each other (Sloan, 1998).

While libraries have experimented with many methods of providing virtual reference this essay will focus almost exclusively on chat reference services. Chat reference comes close in many ways to approximating a traditional reference transaction, but significant differences remain. In light of these differences, and of the growing importance of the virtual world in librarianship, a discussion of virtual reference services and techniques should be included in the library school curriculum at the same time that traditional reference services and techniques are discussed. Doing this would better prepare future librarians for the reality they will face on the job.

Definition

Virtual reference, like traditional reference, occurs when a trained professional helps a patron meet an information need. Where virtual reference differs from traditional reference is in the methods of communication used in the interaction between the librarian and patron. Virtual reference, as defined in 2004 by the Machine Assisted Reference Section committee of the American Library Association, is a reference transaction that takes place, at least initially, via an electronic medium. The virtual reference staff member is able to communicate with a patron through the use of a computer via the internet without needing to be physically present in the same location as the patron during the reference transaction. Methods of communication that can and have been used during a virtual reference transaction include e-mail, instant messaging, chat, co-browsing, videoconferencing, and voiceover IP (Machine Assisted Reference Services Ad Hoc Committee on Virtual Reference, 2004). Using electronic sources, such as the internet or online databases, to find information does not, in and of itself, constitute virtual reference.

Background

Librarians have been writing about the topic of virtual reference since the mid 1980's when the advent of the internet and commercial e-mail enabled patrons to use that medium to contact librarians with reference questions.(1 ,2 ) This form of asynchronous reference service had its challenges, which were discussed in many articles over the years.3 Virtual reference was limited to this medium until the late 1990's when the development of chat software enabled electronic reference transactions to be conducted synchronously in real time, mirroring the interaction that occurred when a patron talked with a librarian at the reference desk (Janes, Fall 2002). Slowly this form of reference gained in sophistication as simple text only chat programs were replaced with software that enabled librarians and patrons to co-browse, or search web pages over the internet together (Francoeur, 2001). However, as was the case with e-mail reference, this form of reference service also has its unique peculiarities.

Technology

In his 2001 survey of chat reference services, Stephen Francoeur provides an excellent basic overview of chat technology. His article can help introduce those who are unfamiliar with virtual reference technologies to the world of possibilities that are available to libraries. Francoeur discusses several technologies that libraries are currently using, but the two that are the most popular are chat software and web contact center software (Francoeur, 2001). Chat software, the simplest real-time virtual technology available, supports only the exchange of text messages between a librarian and a patron. AOL Instant Messenger, a very popular freeware chat application, is such a program. Web contact center software, on the other hand, is much more advanced and much more expensive than other simpler technologies. Its sophistication allows for a host of functions in addition to chat capabilities, the most distinguishing of which is its co-browsing ability.

Literature

With over 700 works listed in his online bibliography, Bernie Sloan's Digital Reference Page shows us that there are plenty of articles to choose from when researching the topic of virtual reference. The literature written about virtual reference and its applications is, as a whole, quite varied. Many articles are theoretical in nature, discussing general trends in virtual reference service, the benefits and drawbacks of this type of reference transaction, and ideas concerning the future of virtual reference services (Janes, Fall 2002). Other articles, written by practicing librarians, describe the very real issues and challenges libraries face in attempting to adopt virtual reference services at their own libraries (Ronan, 2003). In a similar vein many articles discuss existing virtual references services. These articles do such things as analyze the benefits of the service, relate the reactions of users and librarians to the service, give statistical data obtained from user studies, and test methods of analyzing and evaluating the success of virtual reference services (Schneider, 1997; Janes, Digital Reference: Reference Librarian's Experiences and Attitudes, 2003; Broughton, 2003; Carter & Janes, 2000.). A few articles in the collective virtual reference literature also focus on the technologies that make virtual reference possible and the challenges those technologies pose to librarians and users (Penka, 2003; Francoeur, 2001). Finally, there is a significant selection of articles which focus on the reference interview in the digital environment (Bowman, 2002). Many of the articles that discuss these topics also talk in some way or another about the differences between traditional reference services and virtual reference services. However, few focus entirely on this concept, and even fewer actually contain quantitative studies conducted by librarians which compare the two types of reference services.4 While a scientific study is beyond the scope of this paper, it does survey current research on virtual reference that applies to the perception of librarians and patrons regarding the service. These perceptions will show that virtual reference is a unique entity and that special training is required in order to conduct these transactions effectively.

Perspectives on Virtual Reference

Patrons:

The growth of the internet has changed much about our society's culture, including the traditional library. Reference desk transactions before the age of the internet were traditionally very hierarchical in nature. The librarian, as the keeper of all knowledge, maintained that hierarchical relationship with the user, "functioning as a gatekeeper" to the library's resources, the library being one of the few places where a user could get help before the proliferation of the internet (Wilson, 2000). According to Wilson (2002), users who were psychologically comfortable with hierarchical relationships benefited from this transaction. These users actively sought help from librarians, while users who tended to have independent and egalitarian personalities were often uncomfortable asking for help this way and consequently avoided the reference desk altogether. However, "in the post-Internet age of decentralized and distributed information resources, reference librarians no longer have a franchise as sole providers of information at the reference desk." (Wilson 2000) The hierarchical nature of the librarian patron relationship has been changed as librarians are no longer the absolute gatekeepers they once were. In this new environment the independent individuals who avoided the reference desk before are now comfortable asking a librarian for help over the internet, the anonymity of the internet being a great equalizer. Users who were more comfortable with the traditional hierarchical model might not be best served in the virtual arena, but now at least each type of patron has an option suited for their personality and preference.
The good thing about virtual reference services is that they are "responsive to patron's need for convenient access." (Machine Assisted Reference Services Ad Hoc Committee on Virtual Reference, 2004) Patrons will use the method of gaining assistance that is most convenient for them. As mentioned above, users who dislike the hierarchical reference desk transaction will not find it convenient to go to the physical reference desk (Wilson, 2000). Just as those users who were uncomfortable with the hierarchy of traditional reference services are now willing to engage virtual reference services to meet their information needs, so, too, are users who traditionally passed up reference assistance or failed to come into the library for other reasons (Francoeur, 2001). In the physical library many patrons are not likely to approach reference librarians because they see that the librarian is busy. These individuals are more likely to use a virtual reference service because they view that type of interaction as less of a bother to the librarians. Users who are reluctant to approach librarians for fear of asking a "dumb" question are also more likely to ask questions in a virtual environment (Grey, 2000).
Other types of patrons will opt for virtual reference transactions because it can be more convenient than using other traditional library services. A patron can access virtual reference from the comfort of their own home. Virtual reference transactions cost the patron less in terms of their own time and effort than does going to the library, or even calling the library (Francoeur, 2001). Patrons who are in the physical library itself are also more likely to use a virtual reference service from the library computer so that they do not lose their hard won space at the computer (Francoeur, 2001). Individuals with physical disabilities can engage in virtual reference transactions as an alternative to coming to the physical library (Francoeur, 2001). Furthermore, individuals with hearing or speaking impairments may also prefer the virtual environment because it can close the communication gap. Patrons whose first language is not English also tend to prefer virtual reference transactions because they often write fluently in English long before they are able to speak English fluently (Grey, 2000). Distance education students also benefit from virtual reference services because they often unable to visit the physical library (Francoeur, 2001). Finally, many users of virtual reference services are members of the younger generations for whom real-time chat interactions have become an every day part of life. Younger patrons are quite comfortable interacting virtually, and often prefer to interact this way when given the option. Learning about these differences in the early stages of a library school education, especially while learning about the patron-librarian interaction, will better equip future librarians to be more responsive to the unique needs of these patrons and the virtual environment as a whole.

Librarians:

Interaction with users during the virtual reference process poses several challenges to reference librarians. One challenge inherent in virtual reference is the fact that certain types of questions, particularly "complex reference inquiries from users" are harder to answer in the virtual environment (Francoeur, 2001; Grey, 2000). These questions require that in depth reference interviews be conducted, which is hard to do virtually for reasons that will be elaborated upon later in this article. The idea that certain questions are more difficult to answer is particularly true for questions where print sources provide the best or only source of information to the patron. Virtual patrons are much more reluctant to use print sources because it would make visiting the library a necessity, and many patrons sign onto virtual services to avoid having to do just that (Francoeur, 2001). If a librarian tells a patron that they need to go to the physical library that patron might become annoyed or upset with the librarian. This is because users of virtual reference systems have very high expectations of the service which can often cause them to be demanding and impatient (Francoeur, 2001). Many of them believe that the librarian should be able to provide answers to any question instantly, and most importantly, provide those answers in a digital format - something that is not always possible. The unique perceptions of virtual reference patrons and the unique difficulties inherent in answering patrons queries using chat technologies makes it important to begin educating library students about virtual reference transactions, so they can be prepared to handle virtual reference questions properly upon graduation.

Communication:

Communicating virtually can also be very challenging independent of the reference transaction. While the slower pace of chat reference can allow for more in depth reflection upon the conversation, pauses that are too long can be awkward. These long pauses often cause individuals on one side of the reference transaction to feel uncomfortable because they are unsure of what the other person is doing. Patrons can be turned off by this because they will often become impatient if the librarian waits too long to respond and cancel the reference transaction (Nielson, Bakker, 2002). Similarly, chat interactions that take a long time to complete can make patrons feel uncomfortable. This is especially true when the librarian fails to explain what he/she is doing during the transaction (Nielson, 2004). Librarians are often likely to forget to do this in the virtual arena because it takes much longer to type a statement than it does to simply speak that statement aloud. The more librarians type, the longer the reference transaction takes, causing librarians to potentially fall behind in their work and to keep other patrons waiting. While using scripted messages does help, not everything in the reference transaction can be scripted. As a result, librarians tend to be brief and to the point when speaking to patrons virtually. However, since humans rely heavily on visual and auditory cues when interacting with each other to determine how to best interpret a person's statements, and because these visual and auditory cues are lacking in chat reference, the patron can and often will interpret seemingly innocent statements as critical or negative. Terse statements are more likely to be interpreted this way (Nielson, 2004). As a result, reference librarians must make an effort to assure the patron that they are working hard to answer the patron's question. For librarians to successfully serve their patrons they must become comfortable interacting in this manner. Starting this process during library school, especially for older library students who are less familiar with chat technologies, would help librarians become comfortable with chat reference and more open to its use.

Conclusion: Library Schools & Virtual Reference

Librarians answering questions in the virtual arena are engaging in the same basic activity as librarians working in a more traditional setting. Virtual librarians use many of the same skills and techniques as their reference desk counterparts to help their patrons find the answers to their information needs. However, this does not mean that a librarian who is successful in giving traditional reference assistance will be equally as adept at helping patrons virtually. Virtual reference is different in many ways from a traditional desk reference. This difference is keenly perceived by librarians who have to cope with technical and communication issues unique to virtual reference. Virtual librarians must also deal with a new type of independent user and their demanding expectations and perceptions of the service they are utilizing.
No one expects virtual reference traffic to decrease. In fact the opposite is quite true (Gray, 2000). As virtual reference becomes an established part of librarianship it is important that library schools start to cover virtual reference in a real and meaningful way. Studies show that librarians who received training in the use of the internet and virtual reference technology are generally more positive about the topic of virtual reference (Janes, 2002). It follows that the more training librarians receive in using virtual reference software and the more experienced they are with the issues surrounding virtual reference, the more successful they will be as virtual reference providers. Currently many libraries have in-depth training programs for their staff which teach librarians how to use virtual reference software effectively. Nevertheless, as more and more libraries implement virtual reference programs and as virtual reference becomes a standard part of library operations, the amount of training given to staff will likely decrease. Future librarians who miss out on these in-depth training programs need to gain knowledge of the issues surrounding virtual reference and must know how to use virtual reference software effectively. The most logical starting place for this type of education is in the library school program.

Extended Footnotes

1: Based on a survey of articles in the Bernie Sloan's Digital Reference Services Bibliography http://alexia.lis.uiuc.edu/~b-sloan/digiref.html . This bibliography and other information available online at Bernie Sloan's Digital Reference Pages http://www.lis.uiuc.edu/~b-sloan/bernie.htm are invaluable resources to anyone researching virtual reference. (return to paper)

2: It is interesting to note here that some articles cite electronic reference as having begun in the early to mid 90's. See Janes, Live Reference To Much To Fast, 2002 "users started to employ e-mail addresses to ask questions in the early and mid 90's." (return to paper)

3: Some of the earliest works to discuss this type of reference transaction, written in the days when this form of communication was still referred to as "electronic mail" are articles by Weise and Borgendale (1986) and Becki Whitaker, 1989. (return to paper)

4: Nilsen, 2004 "there are few studies of user perceptions that provide any comparative data for [physical reference desk] services and [virtual reference desk] services." Furthermore, while there are been studies of user perceptions conducted at university libraries, no studies were identified by Nilsen as having been conducted in public libraries. (return to paper)

Useful websites related to virtual reference

The Teaching Librarian: http://www.teachinglibrarian.org/digref.htm (Stephen Francoeur)
Bernie Sloan's Digital Reference Pages: http://www.lis.uiuc.edu/~b-sloan/bernie.htm

References

Bakker, Trix. (2002) Virtual reference services: connecting users with experts and supporting the development of skills. Liber Quarterly, 12. Retrieved Feb. 21, 2005 from http://webdoc.gwdg.de /edoc/aw/liber/lq-2-02/124-137.pdf

Bowman, Vibiana. (2002). The virtual librarian and the electronic reference interview. Internet Reference Services Quarterly, 7(3). Retrieved Mar. 3, 2005 from Library and Information Science Abstracts database.

Broughton, Kelly M. (2003). Usage and user analysis of a real-time digital reference service. The Reference Librarian, no. 79/80. Retrieved Mar. 3, 2005 from Library and Information Science Abstracts database.

Carter, David S. and Janes, Joseph. (2000). Unobtrusive data analysis of digital reference questions and services at the internet public library: an exploratory study. Library Trends,
49 (2). Retrieved Feb. 21, 2005 from Library and Information Science Abstracts database.

Francoeur, Stephen. (2001) An analytical survey of chat reference services. Reference Services Review, 29(3). Retrieved Feb. 21, 2005 from Library and Information Science Abstracts database.

Gray, Suzanne M. (2000, Summer).Virtual reference services directions and agendas. Reference & User Services Quarterly, 39(4). Retrieved Feb. 21, 2005 from Library and Information Science Abstracts database.

Janes, Joseph (2002, Fall). Live reference to much to fast. Net Connect. Retrieved Mar. 10, 2005 from Library and Information Science Abstracts database.

Janes, Joseph (2002). Digital reference: reference librarians' experiences and attitudes. The American Society For Information Science & Technology, 53(7). Retrieved Feb. 21, 2005 from Library and Information Science Abstracts database.

Machine Assisted Reference Services Ad Hoc Committee on Virtual Reference (2004, June). Guidelines for Implementing and Maintaining Virtual Reference Services. Retrieved Feb. 21, 2005 from http://www.ala.org/ala/rusa/ rusaprotools/referenceguide/virtual reference.pdf

Nilsen, Kirsti (2004, Jan). The library visit study: user experiences at the virtual reference desk. Information Research (9) Retrieved Feb. 21, 2005 from http://informationr.net/ir/9-2/paper171.html

Penka, Jeffrey T. (2003, Feb.) The technological challenges of digital reference. D-Lib Magazine, 9(2). Retrieved Feb. 21 2005 from http://www.dlib.org/dlib/february03/penka/ 02penka.html

Ronan, Jana. (2003). Staffing a real-time reference service the university of florida. Internet Reference Services Quarterly, 8 (1/2). Retrieved Mar, 3 2005 from Library and Information Science Abstracts database.

Schneider, Karen G. (1997). A nice little digital library. American Libraries, 28. Retrieved Mar. 10 2005 from Library and Information Science Abstracts database.

Sloan, Bernie. (1998). Service perspectives for the digital library remote reference services. Library Trends, 47(1). Retrieved Feb. 21 2005 from Library and Information Science Abstracts database.

Weise, Freida O., and Marilyn Borgendale. EARS: Electronic access to reference service. Bulletin of the Medical Library Association, (74). Retrieved Feb. 21 2005 from Library and Information Science Abstracts database. Library and Information Science Abstracts database.

Whitaker, Becki. (1989) Electronic mail in the library: a perspective. Library Trends, 37(3). Retrieved Feb. 21, 2005 from Library and Information Science Abstracts database.

Wilson, Myoung C. (2000) Evolution or entropy? changing reference/user culture and the future of reference librarians. Reference & User Services Quarterly 39(4) Retrieved Mar, 3 2005 from Library and Information Science Abstracts database.

This work is licensed under a Creative Commons License.

Subject Librarians in Digital Reference

2010-03-13T00:51:30Z

A major change in reference services, especially a shift to providing digital reference to online users, has led many people to question the role of the librarian, including subject specific reference librarians.

by Vanessa Chavez, Post-Tracks Editor, MSIS, U of Texas/Austin

Many libraries are experiencing a major change in reference services, especially a shift to providing digital reference to online users. This shift has led many people to question the role of the librarian, including subject specific reference librarians.

Subject librarians are typically information professionals with an expertise or focus in a specified area of study, and have an advanced degree in addition to their degree in Library & Information Studies or equivalent. Subject specializations can include music, art, philosophy, law, chemistry, engineering, and architecture, to name a few. These librarians are indispensable in their fields and are an invaluable asset to the community they serve. Their extensive knowledge of a topic enables them to answer detailed questions and builds an awareness of the resources and materials both available and necessary to research in the field. Often, these librarians are involved in collection development for their area, work in a specified subject library, and keep updated on the latest trends in the field.

Until digital reference began to take on a major role in the library field, users, especially public library patrons, had trouble accessing services provided by subject specialists. In the traditional reference setting, there have always been barriers in answering subject specific questions. Unless there is a subject specialist employed in the library, patrons are left with few options when trying to reach a specialist. In the past, public librarians had to call specialized libraries, hoping to find a librarian to fit their needs. Many times, patrons needed to make a second trip to a special library (if this was even possible), trying to track down reference help. In the worst cases, the librarian could not fulfill the patron’s needs, and the patron would leave disappointed and still in search of an answer.

The transition to the virtual environment has changed this. Currently, many institutions are involved in a consortium of various libraries in a given region, state, or discipline. Consortiums offer users better access to information by including librarians in various areas of expertise. Librarians in different institutions, different geographical locations, and even different time zones come together in a virtual environment to serve the patrons in their locations. Programs such as AskColorado and QandANJ create new reference options for patrons in rural or underrepresented areas. Although generally speaking, few subject librarians regularly staff the digital reference desk, questions are easily referred to subject specialists. Patrons no longer have to wait for phone calls or head over to a different library; their public librarian can refer their question to the appropriate person or redirect them immediately to a subject specialist at a different location.

The very nature of digital reference consortiums lends itself to subject specialization. Librarians in one library or environment collaborate with librarians in another library or environment to serve users and broaden the scope of information they can provide access to, hoping that these other service providers will be able to fill the gaps that a librarian working solo is unable to. While not always the case, these gaps are usually the subject questions that are referred to specialists.

Currently, there is an expectation that general reference librarians are able to answer the bulk of questions received, with the remainder referred to subject specialists. While this reference model is both practical and useful, it may be beneficial to further utilize subject librarians. In an ever changing field, looking to the future of virtual reference may prove advantageous. Subject specialized questions are common among digital reference patrons. Reviewing digital reference statistics, such as those for the AskA Service available on the Virtual Reference Desk website, indicates subject questions make up a significant portion of digital reference questions. While this “referral out” method may work now, it may not be too long before the field necessitates a more active role from subject librarians. So the question remains, can subject librarians play a larger role in digital reference?

It is difficult to determine what this role may potentially be, but it is acceptable to assume that as virtual reference develops, so will the role of those involved. So what are our options? Although it may never be feasible to have primarily subject specialists staffing the general reference desk, it does not mean subject librarians will not have to take a turn. Additionally, a revised entrance screen could immediately redirect subject questions to the appropriate librarian, reducing wait time and cutting out the middle man. Or, subject librarians could establish a larger presence in the outsourced and contracted librarian environment. Instead of limiting subject specialization to librarians employed by participating subject libraries, consortiums may consider outsourcing more questions to subject specialists in topics not represented in their current library pool.

An increased awareness of the ever changing digital field will prepare librarians for transformations in digital reference. Modifying behavior early on and seeking new ways to satisfy user needs will prove necessary in the coming years. Digital reference is still in the developmental stages, so the current ideals may need to be modified to support changes. If a large portion of patrons are continually seeking subject specific information, it may be necessary to modify the role of subject librarians to accommodate these needs. In this information age, it is safe to say, we never know what’s coming next.

Comments on this topic? Visit the Discussion Board in the Faculty & Student Lounge.

This work is licensed under a Creative Commons License.

Libraryh3lp answers from IM in Libraries Session

2010-02-11T21:25:03Z

After yesterday's "Implementing Reliable Instant Messaging in Your Library" session, I made a few notes of some questions people asked about Libraryh3lp. I directed them to Pam Sessoms, Libraryh3lp's creator, and these were her answers:

1. Can chat transcripts be emailed to patrons?

Pam:

Not automatically. Patrons can always email themselves a transcript
(widgets have an icon for that). Librarians can send them to patrons,
too, but they'd have to ask the patron for their email address.
Transcripts can also be emailed from within the admin site, if
transcript storage is turned on, in the event that a patron asked for
a transcript after the chat was over.

> 2. Can Libraryh3lp be monitored from a smartphone (like iphone or similar)?

Pam:

Yes. There are several mobile IM applications that let people connect
to Jabber/XMPP servers. Any of those will work fine. IM+ is one that
people have used in actual practice for this.

Thank you to all who participated in the session! (And thank you to Pam, for her answers!)

Here's the link to the full session: Implementing Reliable Instant Messaging at Your Library.

-Karen McCoy

QuestionPoint and Mosio's Text a Librarian - virtual reference

2010-01-21T00:05:28Z

DUBLIN, Ohio, USA, 15 January 2010—OCLC and Mosio are working together to enable seamless integration of Mosio’s Text a Librarian text messaging reference software with OCLC’s QuestionPoint reference management service to provide a comprehensive virtual reference solution for libraries.

OCLC and Mosio are exploring solutions to the demands of a mobile world and the need for libraries to be able to communicate with their patrons online and on-the-go.

“Library reference services need to be accessible where and when users need them, in the form they want,” said Jay Jordan, OCLC President and CEO. “Users are increasingly relying on mobile technologies, and QuestionPoint is committed to providing libraries with the tools they need. Text a Librarian is a leader in texting services for libraries in the U.S. Working together, we believe we can deliver an efficient and cost-effective solution for libraries.”

QuestionPoint’s reference management suite that includes email, online chat and chat widgets combined with Mosio’s Web-based Text a Librarian service for text messaging would offer patrons more virtual reference options and provide libraries increased efficiencies in managing patron inquiries in a single place.

“Mobile reference services are an exciting opportunity for libraries,” said Noel Chandler, Mosio CEO and Co-Founder. “This collaboration combines our expertise in mobile reference technology with OCLC’s experience as the leader in virtual reference management software to provide libraries a full digital reference services package.”

The integration of Text a Librarian with QuestionPoint services will begin with libraries based in the United States.

http://www.oclc.org/us/en/news/releases/2010/20104.htm

Overview

2009-10-02T20:56:27Z

Content provided by the Virtual Reference Desk project and the WebJunction community. Please contribute!

View this special 90 minute webinar archive to hear the latest implications, trends and tips in digital reference with a panel of special guests including: Stephen Francoeur, Information Services Librarian, Baruch College (NY); Susan McGlamery, 24/7 Reference Cooperative Director; and Alison Miller, Internet Public Library.

View Archive »
Join Discussion »

Featured Resource

Just starting to implement instant messaging reference as a part of your library's services? WebJunction member Karen McCoy has created 3 different options for you to consider as a part of her presentation Widget What? Implementing Reliable Instant Messaging Reference. Thank you, Karen!

Related Course

Basic Web-based Reference (LibraryU)

If you are affiliated with a WebJunction Partner, be sure to access these courses via your affiliation's course catalog to take full advantage of many free and reduced-priced courses. For more information on affiliations, see the User Guide.

Widget What? Implementing Reliable Instant Messaging Reference

2009-10-02T20:37:11Z

Want to implement instant messaging reference but don't know where to start? This presentation can help you compare and assess different IM and chat platforms so you can choose the one that best suits your library.

RE: Digital Reference Summit questions: Qwiget

2009-10-01T16:05:53Z

Here's an answer to the Qwiget question, "Qwidget powered by java, flash, or something else?" from Susan:

The QuestionPoint Qwidget uses JavaScript so there is nothing additional the patron needs to have installed on their browser. The HTML we give the libraries to embed on the library web page contains the path back to the scripts we host (so the full javascript is not viewable in the Qwidget code)

Thanks!

Digital Reference Summit questions

2009-09-30T22:32:21Z

Here are some questions that came up in today's webinar or in on twitter #digref. The archive and associated resources for this outstanding session are available: Digital Reference Summit: Be Where Your Users Are with Susan McGlamery, Stephen Francoeur and Alison Miller.

Please post your additional questions, comments and responses here.

Qwidget powered by java, flash, or something else?

How to subscribe to dig ref listserv?

how will digital reference mesh w/ expectations of real time information on the web?

Am I right that the AOL hack no longer works with Meebo?

Can u put a chat box widget in Facebook? ...you can put a widget in face book - but you can also catch facebook chat enquiries though meebo now

Online Reference page on Library Success Wiki

2009-08-31T16:23:13Z

A comprehensive list of all things related to online, virtual, digital, chat reference:

http://www.libsuccess.org/index.php?title=Online_Reference

WebJunction's Focus on Virtual Reference

2009-08-24T22:29:07Z

For May 2006 we share highlights from the 7th Annual Virtual Reference Desk Conference, pointers to resources on instant messaging reference, and examples of virtual reference consortiums.

For May 2006 we highlight some of the rich resources from the Virtual Reference Desk project that are now available on WebJunction in the Virtual Reference area. In particular we've selected several presentations from the 2005 7th Annual Virtual Reference Desk Conference. Presentations from many previous Virtual Reference Desk Conferences are also available as well as a variety of evaluation and research papers, and technical standards.

We also touch on two approaches to virtual reference service: using instant messaging for virtual reference and participating in a virtual reference consortium. These reflect two different, and possibly complementary ways to help your patrons online.

7th Annual Virtual Reference Desk Conference

Using Instant Messaging for Virtual Reference

You Are Not Alone: Virtual Reference Consortiums

7th Annual Virtual Reference Desk Conference
The complete 2005 7th Annual Virtual Reference Desk Conference presentations are available here. To tempt you to browse through the full conference here is a sampler: (All of the conference presentations and handouts are available as downloadable PDF files.)

Listen to Their Pleas(e)! Customer Service Online
Buff Hirko, of the Washington State Library shares ways to improve the online reference experience for everyone, both patrons and staff. You can access her presentation, resources handout, and quotes from patrons and staff.

Choose Your Chat Adventure: Anytime, Anywhere Answers
In this handout Buff Hirko and Mary Ross share resources used by Washington State Library in their virtual reference training.

"Hurry! Hurry! r u dum? *#%@!"
Have you encountered inappropriate use of your virtual reference service? Jack Maness and Sarah Naper discuss how inappropriate use can be defined and how to reduce it. Their work is based on a study of inappropriate use of AskColorado, a statewide, multi-type library virtual reference service. Take a look at their presentation and handout.

Using Instant Messaging for Virtual Reference
This has become a hot, and sometimes hotly contested, topic in virtual reference circles. Some make the case for using free commercial instant messaging services for virtual reference as a replacement for tools and services designed specifically for VR. And others have pointed to its drawbacks, especially as compared to consortium based services. But most advocates point to instant messaging as an important tool, especially for reaching young patrons. They also note that it is a way a small library with limited resources can quickly add a chat-based component to its reference service. This is especially true for libraries without access to an affordable virtual reference consortium.

Sarah Houghton, also know as the Librarian in Black, is a convincing advocate for reaching patrons and building online communities though chat services that people use every day. See her article, U R the Best: Community Building through Chat.

Sarah also presented her take on traditional virtual reference tools versus instant messaging at the Virtual Reference Desk Conference:
Heavyweights Beware: Alternatives to Traditional Virtual Reference Products.

Here are a few more presentations from the Virtual Reference Desk Conference on instant messaging:

IM Working with Trillian

r u there?: Adding Instant Messaging to an Established Virtual Reference Service

A Tale of Two Screen Names: How IM is Changing Virtual Reference at UNC-Chapel Hill

Want a place to start for practical guidance in developing an instant message based reference service for your library? Take a look at the Online Reference page in Library Success: A Best Practices Wiki.

You Are Not Alone: Virtual Reference Consortiums
One solution to the staffing and cost challenges of providing virtual reference service-especially if your goal is to provide round-the-clock service to all patrons-is to join a virtual reference consortium. Start with your state library or other networks or systems that include your library. Here are some examples of active consortia:

AskNow (California)
http://www.asknow.org/
AskNow is a project of the Metropolitan Cooperative Library System and the California State Library. Find out more here:
http://www.asknow.org/about.cfm

AskColorado
http://www.askcolorado.org/
AskColorado is a project of the Colorado State Library and participating Colorado libraries. Information about the project is available here:
http://www.askcolorado.org/info/about.html

InfoAnyTime (Connecticut)
http://www.infoanytime.org/
InfoAnyTime is a virtual reference service for Connecticut libraries, managed by the Connecticut Library Consortium. Details are available here:
http://www.ctlibrarians.org/services/infoanytime.html

Please note that these are just examples-to find out what consortia might be available to your library, please check with your state library and other networks that include your library.

The LISWiki provides a longer list of libraries that provide chat reference services, including some state library and other consortia-based services. (But it is not a complete list either.)

Don't have a virtual reference consortium? Start your own! Judy Trump and Morrisey Locke show how the Association of Jesuit Colleges and Universities launched its own virtual reference service with 19 participating libraries across the country in their Virtual Reference Desk Conference Presentation:
Virtual Reference Service: Starting Your Own Consortium in Less Than Six Months.

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 2.5 License.

InfoSpeak: Joe Janes - Google, search technology, and human nature

2009-07-23T21:30:28Z

Joe Janes, professor, author, and founder of the Internet Public Library, discusses Google’s role in the search universe and the role of search engines in popular culture.

The inteview is available in 2 parts:

Download Part 1

Download Part 2

Virtual Reference (VR) software

2008-11-03T16:07:00Z

Originally seen in Current Cites, October 2008 (http://lists.webjunction.org/currentcites/2008/cc08.19.10.html):

"LibraryH3lp: A New Flexible Chat Reference System" by Pam Sessoms and Eric Sessoms -- http://journal.code4lib.org/articles/107

From the article:

"LibraryH3lp is an integrated IM and web chat system designed specifically for Virtual Reference services in libraries. The software was designed for, and is currently used by, a night-time chat reference collaboraton between several large academic libraries. LibraryH3lp is designed for the workflow of chat reference, supporting multiple simultaneous operators and routing to queues of operators in a particular service area. It also supports web page embeddable chat ‘widgets’, as well as simultaneous gateways to multiple IM protocols. This article discusses the motivation for the development of the software, and provides an overview of LibraryH3lp’s features and technical architecture. Parts of LibraryH3lp are available as open source. The complete application is available as a low-cost hosted service, and will eventually be available to be licensed for local hosting."

Re: Virtual Reference & IM

2007-09-20T16:21:14Z

Again, I have not used this personally, but I read about it here:

"Hands-on: AirTalkr does install-free IM"
By Josh Lowensohn September 13, 2007:

http://www.webware.com/8301-1_109-9777991-2.html

The website, FAQ, and web-based versions are here, respectively:

http://airtalkr.com/

http://airtalkr.com/faq.htm

http://airtalkr.com/im/

Re: Virtual Reference & IM

2007-05-07T18:24:24Z

Yahoo has added a web-based version of its messenger service:

http://webmessenger.yahoo.com/

Seen in "Yahoo Messenger is now Webware" By Rafe Needleman:

http://www.webware.com/8301-1_109-9715635-2.html

Also, here is MSN's web-based version (AOL and meebo are mentioned in the other posts):

http://webmessenger.msn.com/

Re: Virtual Reference & IM

2007-03-23T15:58:28Z

Yay! A web version of Trillian is very welcome - great from patron perspective, too (no need to install anything on public access machines).

And now that we've got Instant Messaging down, it's time to think about text messaging from our cell phones with patrons Jenny Levine, the Shifted Librarian, shared this example from the Orange County Lib System in Florida - http://www.ocls.info/xplor/default.asp?bhcp=1http%3A//

Brenda

Re: Virtual Reference & IM

2007-03-17T14:31:48Z

"New browser-free Web version of Trillian is coming"
By Rafe Needleman March 9, 2007, 5:13 PM PST

http://www.webware.com/8301-1_109-9696109-2.html

Re: Virtual Reference & IM

2007-02-21T17:39:05Z

Not sure if this would work well for VR, but it could work well for other related applications. It certainly is rather simple to set up / use and the price is right ;-)

Article: "Yaplet: Simple and easy chat on any site"
By Josh Lowensohn February 19, 2007 --
http://www.webware.com/8301-1_109-9688136-2.html?tag=nl.e501

From the article:

"Yaplet is a simple idea: Add anonymous, no-registration chat to any Web site. Yaplet is a browser sidebar that can also be popped out as its own browser window. Each site is given its own chat room, and Yaplet caches site conversations for you or others to view, even when no one else is there."

Yaplet: http://www.yaplet.com/

Re: Virtual Reference & IM

2006-12-08T16:11:19Z

This datapoint seems important: http://www.redorbit.com/news/technology/759132/poll_iming_divides_teens_adults/index.html

Almost half of teens, 48 percent of those ages 13-18, use instant messaging, according to the poll. That's more than twice the percentage of adults who use it.

According to the AP-AOL poll:

- Almost three-fourths of adults who do use instant messages still communicate with e-mail more often. Almost three-fourths of teens send instant messages more than e-mail.

- More than half of the teens who use instant messages send more than 25 a day, and one in five send more than 100. Three-fourths of adult users send fewer than 25 instant messages a day.

- Teen users (30 percent) are almost twice as likely as adults (17 percent) to say they can't imagine life without instant messaging.

- When keeping up with a friend who is far away, teens are most likely to use instant messaging, while adults turn first to e-mail.

- About a fifth of teen IM users have used IM to ask for or accept a date. Almost that many, 16 percent, have used it to break up with someone.

Re: Virtual Reference & IM

2006-05-24T20:28:20Z

i use Meebo.com a lot and it includes MSN messenger

Re: Virtual Reference & IM

2006-05-24T18:46:38Z

Most all of the major instant messengers have web-based interfaces. As long as you have Java installed they should work fine.

Here are the links for the "big guys".

https://my.screenname.aol.com/_cqr/login/login.psp?mcState=initialized&siteId=ae40_prod_aim&seamless=novl

http://login.yahoo.com/config/login_verify2?.src=pg&.done=http://messenger.yahoo.com/webmsgr/launcher.php?back=http://messenger.yahoo.com/

http://www.icq.com/download/icq2go/

I haven't found a web-based interface for MSN Messenger. I'd be interested to know if anyone else has.

Virtual Reference & IM

2006-05-24T17:43:48Z

I have not used either of these personally, but I thought I would forward as they might be of potential interest. These are websites from which you or your patrons can access multiple IM clients without downloading any additional software. Please note the "alpha" status of meebo.

meebo (alpha) -- http://www.meebo.com/

Originally seen in the "Product Pipeline" by Aaron Schmidt under the section "Ultimate IM" in the Winter 2006 netconnect (available in INSPIRE -- MasterFILE Premier Accession Number - 19432689)

Another possibility is emessenger -- http://www.e-messenger.net/

AOL's Instant Messenger also has a web-based interface called AIM Express -- http://www.aim.com/get_aim/express/aim_expr.adp

WebJunction - Virtual Reference

Perceptions of Digital Reference

Perspectives on Virtual Reference

Conclusion: Library Schools & Virtual Reference

Extended Footnotes

References

Subject Librarians in Digital Reference

Libraryh3lp answers from IM in Libraries Session

QuestionPoint and Mosio's Text a Librarian - virtual reference

Overview

Related Webinar

Featured Resource

Related Course

Related Topics

Widget What? Implementing Reliable Instant Messaging Reference

RE: Digital Reference Summit questions: Qwiget

Digital Reference Summit questions

Online Reference page on Library Success Wiki

WebJunction's Focus on Virtual Reference

InfoSpeak: Joe Janes - Google, search technology, and human nature

Virtual Reference (VR) software

Re: Virtual Reference & IM

Re: Virtual Reference & IM

Re: Virtual Reference & IM

Re: Virtual Reference & IM

Re: Virtual Reference & IM

Re: Virtual Reference & IM

Re: Virtual Reference & IM

Re: Virtual Reference & IM

Virtual Reference & IM