THE KNOWLEDGE BASE AS AN EXTENSION OF DISTANCE LEARNING REFERENCE SERVICE APRIL 19, 2012 1 DLS 2012...
-
Upload
davion-goodwin -
Category
Documents
-
view
222 -
download
7
Transcript of THE KNOWLEDGE BASE AS AN EXTENSION OF DISTANCE LEARNING REFERENCE SERVICE APRIL 19, 2012 1 DLS 2012...
D L S 2 0 1 2 - M E M P H I S
THE
KNOWLE
DGE BASE A
S AN
EXTE
NSION O
F DIS
TANCE
LEARNIN
G REF
ERENCE
SERVICE
AP
RI L
19
, 2
01
2
1
D L S 2 0 1 2 - M E M P H I S
TODAY’S PRESENTATION
Why this topic?
Reference Knowledge Bases
Data gathering
Results
Conclusions
Audience Discussion
2
D L S 2 0 1 2 - M E M P H I S
EMBRY-RIDDLE AERONAUTICAL UNIVERSITY
Daytona Beach FTE – 4,890Worldwide FTE – 10,068Prescott FTE – 1,654
Hunt LibraryLibrary for DB and WWReference Services
Email Chat TelephoneIn-Person
3
D L S 2 0 1 2 - M E M P H I S
Information on the Website
Course assignmentsGeneral (e.g., APA)FAQ’s
Self-Guided HelpAirline Analysis: ASCI/MSA 602 Frequently Asked Questions (FAQs)
Getting Started with Research Guide for Writing GCPs and Sample GCP and GRPs
Hunt Library Instructional Publications and Brochures
Library Basic Training Library Guide Search This Site Site Index (Alphabetical) Site Map Style Manuals (APA, MLA, etc.) Welcome to the Library (Video)
4
HUNT LIBRARY REFERENCE EXTERNAL GUIDES
D L S 2 0 1 2 - M E M P H I S
Internal – Reference Drafts in Shared Outlook Account
One librarian culls information from answers to questionsShe creates an email draft with a descriptive subject lineLibrarians search the drafts for previous or common answersCopy and paste into new email responses
5
HUNT LIBRARY REFERENCE DRAFTS
D L S 2 0 1 2 - M E M P H I S
IS THERE A KNOWLEDGE BASE FOR US?
Is it practical?
Is it feasible?
Is it something we want or need?
Are there successful examples in the distance learning world?
6
D L S 2 0 1 2 - M E M P H I S
WHAT IS A KNOWLEDGE BASE?
A knowledge base is a long-term repository of individual facts that support the performance of individuals within an organization or those served by the organization (Boling, Cai, Brown, & Bolte, 2000).
7
D L S 2 0 1 2 - M E M P H I S
LIBRARY KNOWLEDGE BASES
Predates technological eraReference card files of common questions in the 19th century
FAQs on early library websites Compiled information from online reference transcripts Commercial products
QuestionPointStatewide reference consortia (e.g., Florida Ask-A-Librarian)
8
D L S 2 0 1 2 - M E M P H I S
RESEARCH DESIGN & METHODOLOGIES
SurveyOffcamp electronic list (732 subscribers)October, 2011Administered by NEFLIN cooperative
Personal InterviewsVolunteered via the surveyBy telephoneNovember, 2011
9
D L S 2 0 1 2 - M E M P H I S
SURVEY RESULTS
Sixty-seven people answered the survey for a response rate of 9.15%
The majority (67%) were from university libraries
The majority (62%) were public services librarians
Sixteen or 24% responded that their library has a reference knowledge base
10
D L S 2 0 1 2 - M E M P H I S
HOW THE KB WAS DEVELOPED
From local reference transactions 56%
By a vendor based on virtual reference customer responses
25%
By a virtual reference consortium 12%
Other 6%
11
D L S 2 0 1 2 - M E M P H I S
ACCESS TO THE KB
Only reference librarians at the institution 50%
All students, faculty & staff at the institution 25%
Only distance learning students, faculty, and staff 8%
Only certain reference staff 8%
Anyone with an Internet connection 8%
12
D L S 2 0 1 2 - M E M P H I S
WHY NOT IMPLEMENT A KB?
Workload issues 39%
Quality control issues 18%
Reference interactions do not produce standard answers
18%
Privacy concerns 12%
Intellectual property concerns 2%
13
D L S 2 0 1 2 - M E M P H I S
INTERVIEW RESULTS
Ten survey respondents indicated willingness to participate in interviews
Of those, eight or 75% consented to an interview
Two reported their library does not have a knowledge base
Six responded that the library has a knowledge baseFour of those had some level of uncertainty
Types of knowledge basesCommercial product (internal and external)Internal blogArchived email reference transactions (internal)FAQs (internal and external)
14
D L S 2 0 1 2 - M E M P H I S
DISCREPANCY IN THE FINDINGS?
Majority of survey respondents report their library does NOT have a reference knowledge base
Majority of interview participants claim their library has a knowledge base
Interview discussions revealed that many conceive of a knowledge base as a web-based product similar to what companies like Apple have
So 75% of interview participants replied on the survey that their libraries do not have a knowledge baseThey reconsidered after discussing the nature of a knowledge base in the interview
15
D L S 2 0 1 2 - M E M P H I S
CONCLUSIONS
Most reference services have a knowledge base
Many are internal
Librarians do not equate a reference knowledge base with those businesses provide
As distance learning grows, how do reference librarians provide service 24/7?
Commercial knowledge base?Consortial knowledge base?
16
D L S 2 0 1 2 - M E M P H I S
AUDIENCE DISCUSSION
What are Your Thoughts?Your Ideas?Your Experiences?
Other Questions
17
D L S 2 0 1 2 - M E M P H I S
CONTACT INFORMATION
Anne Marie Casey, PhD
Hunt Library
Embry-Riddle Aeronautical University
386-226-6593
18