Digital Reference Services in the Public Library Nancy O’Neill Santa Monica Public Library...
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Transcript of Digital Reference Services in the Public Library Nancy O’Neill Santa Monica Public Library...
Digital Reference Services
in the
Public Library
Nancy O’Neill Santa Monica Public Library
MCLS 247 Reference Project
Information: Susan McGlamery [email protected]
eGain Interactive Software Overview
Logging in
Starting a session
Using eGain Interactive Software
Monitoring the libraries’ Waiting Rooms
Waiting Room
Client information
Shared Content Area
Controls
Librarian’s Window
Participants, Chat, Scripts, Web Pages
Librarian’s Tools
Chat
Share Web pages
Librarian’s Chat and Shared Pages
Window
Client’s Window
From the Library Web page
To the interactive connection
Client’s dialog box
Client’s Web page
Client’s Window
Client’s question
Escorting the Client
Ending the session
Client’s transcript of the session
How Digital Reference Works in the Public Library
Nancy O’Neill
Santa Monica Public Library [email protected]
Some Preliminary considerations• How does digital reference service fit into
the library mission?
• Is there “buy-in” from administration and staff? How does digital reference fit into the institutional culture?
• Does the appropriate technology infrastructure exist?
Digital Reference at Santa Monica Public Library
• 1989 Email reference through Santa Monica Public Electronic Network (PEN)
• July 2000 Interactive reference through Metropolitan Cooperative Library System 24/7 Reference Service
• March 2000 Collaborative Digital Reference Service through Library of Congress initiative
Organization
Services
Staff
Schedule
Training
PoliciesEvaluation
Services
• Email reference service – emulates reference desk model– no extensive research– document delivery available– universal service; no authentication required
Services
• Interactive reference service– emulates telephone reference model– emphasis on ready reference using Web and
electronic resources– document delivery available– universal service; no authentication required
presently
Services
• CDRS– emulates reference desk service– emphasis on full range of library resources– document delivery available– universal service
Staff
• Professional librarians
• Experienced in all phases of reference work
• Comfortable and skilled with technology
• Fearless! Risk-takers.
Schedule
• Test client preference
• Coordinate with consortium
• Rotate staff assignments– Reference Desk– Telephone Reference– Virtual Reference
Training• Rethink the reference interview• Set service guidelines; strive for consistent
quality• Be aware of licensing issues for electronic
resources• Plan on frequent training reviews• Understand that digital reference requires a
different skill set
Policies
• Maintain a frequently updated set of written policies
• Coordinate digital reference policies with those of other reference services
• Consider the values and culture of the institution
Evaluation
• Develop evaluative instruments for staff and clients
• Try a use survey
• Randomly check responses sent to clients for quality control
• Use evaluations as a training and planning tool
Implications of Digital Reference Services in a Public Library
• What happens to traditional “core service” concepts ?
• Can the institution reallocate resources?
• Can staff make the transition?
• When will the institution see the benefits?