Post on 27-Mar-2015
The Recent Impact of the Internet on Reference Services
Michael SauersPresentation to the Missouri Library Network Corporation
16 July 2001
Four Recent Developments
AskA… Services
E-mail-based Reference
Chat-based Reference
The Collaborative Digital Reference Service (CDRS)
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.
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
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.
AllExperts.com
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.
login
AllExperts.com
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
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.
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
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.
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
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
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
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
The Collaborative Digital Reference Service (CDRS)
Sponsored by OCLC and LOC
Library to library reference service
www.loc.gov/cdrs
CDRS
Library registers for the service and fills out a profileContact informationSubject areasTimes available
Asking library posts a question to the system
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
CDRS
Benefits InternationalPublic libraries share their knowledge
(local) with academic libraries (research)Every question sent through the system to
date has been successfully answered
CDRS
DisadvantagesUsually a minimum of a 24-hour turn
around timeArchive (KnowledgeBase) not yet availableNot yet open to the general public
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.
Questions?