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![Page 1: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/1.jpg)
Why Does Digital Reference Matter?
Library of Congress
Joseph JanesThe Information School
of the University of [email protected]
![Page 2: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/2.jpg)
what we do
examine the information needs of our communities and individuals
survey and understand the tech & info environment
devise, evaluate, plan, manage and refine the most efficient and effective ways of meeting those needs
or else
![Page 3: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/3.jpg)
expansion
of our traditional strengths into a new technological domainservice orientationdetermining needs & understanding
contextmultiple modes of searchingevaluation of resourceswhen to stopeducation about the processtool-making
![Page 4: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/4.jpg)
expansion
to where it is arguably more important than ever
• more stuff, wider diversity of stuff• easier to find something – not
necessarily good stuffbroader service capability-- but not mindlessly
![Page 5: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/5.jpg)
test
of things we took for granted• interview• quality, accuracy, satisfaction,
evaluation• traffic, volume, clientele
![Page 6: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/6.jpg)
questions
What is the current state of practice in electronic question negotiation, in both synchronous and asynchronous modes?
Who is best served by digital reference services, and by which methods of interaction?
What makes a reference interview successful?What is the role of non-verbal information? How
important is it, in what situations? What parallels exist or can be created in email, web form, and chat environments?
Is there a relationship between the method of interaction and the success of that interaction?
![Page 7: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/7.jpg)
demonstrate
the multiplicity of ways in which we can serve
• in person• by voice• email• synchronous digital interaction• whatever comes nextthe medium is only part of the message
– it ain’t all about the chat
![Page 8: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/8.jpg)
an opportunity
for improvement of the quality of service
• training• competencies• transcripts
![Page 9: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/9.jpg)
share
opportunity to take advantage of the shared experience of lots of librarians on multiple levels (QP, WA VRS, etc)
not without some potential issues• (over)specialization/generalization• equityquestions re funding, quality,
interoperability, standards
![Page 10: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/10.jpg)
relevance
part of the fight for it, for the very future of libraries
no us, nobody elseour continuing, ongoing relevance,
importance, centrality in the information lives of our communities, which is under question now
![Page 11: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/11.jpg)
why does DR matter?
it won’t, if…• we do it badly• we do it alone• we do it in only one way• we do it in secret, in hiding• we do it too slowly• we do it from a position of fear
![Page 12: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/12.jpg)
why does DR matter?
it will, if….• we serve more people better and
more efficiently than beforebecause it isn’t “digital reference”;
it’s “reference” (or something else), and that’s what matters
![Page 13: Why Does Digital Reference Matter? Library of Congress Joseph Janes The Information School of the University of Washington jwj@u.washington.edu.](https://reader036.fdocuments.net/reader036/viewer/2022062712/56649ca85503460f9496b1b3/html5/thumbnails/13.jpg)
Why Does Digital Reference Matter?
Library of Congress
Joseph JanesThe Information School
of the University of [email protected]