GHSLA Conference Brasstown, GA March 9, 2007

1. GHSLA ConferenceBrasstown, GA March 9, 2007 The Changing Face of Reference by Lynette Ralph

2. To Be Discussed • What Existed • Reasons for Change • Changes • Challenges • Opportunities

3. In the beginning was the Desk • In-person • Telephone Then • Email

4. Now… Changes • Chat • VRD • Instant Messaging (IM) • Text

5. WHY • Meet the needs of our patrons at a variety of reference points. • Net Generation • Immediacy • Convenience

6. VRD Real-time Virtual Reference • Features a live librarian interacting online in real-time with a patron • Can include: • Chat • Co-browsing • File-sharing

7. Current Software Options Include • OCLC’s QuestionPoint (recently purchased the 24/7 product) • Tutor.com (recently purchased LSSI’s product) • Docutek’s VRL Plus

8. Different Types of VRDs • Single library • Academic library consortia • Public library consortia • Joint public/academic/special library or statewide consortia

9. Demonstration http://www.selu.edu/library/index.html

10. CHALLENGES • Technology • Personnel • Patron • Marketing • Cost

11. Challenges • Technology: • Bandwidth • Unexpected glitches (server goes down, slow connection) • Licensing restrictions - authorized patrons

12. Challenges cont’d • Personnel • Software training • Individual temperament • Fast-paced environment • Need to multi-task • Not all librarians are at ease with the concept of online reference • Individual technical competency • Another service point to staff

13. Challenges Cont’d • PATRON • Access to technology -Computers and bandwidth • Individual technical competency • Individual written skills - are they asking the right questions, body language • Possible concerns about privacy

14. Challenges Cont’d • Marketing • Time and expense of marketing campaign - design, printing, purchasing of trinkets & promotional materials.

15. Challenges Cont’d • COST • Cost of the license • Labor intensive staffing • Marketing costs • Cost of any outsource service for off-hour coverage.

16. Opportunities • Technology • Personnel • Patron • Marketing • Cost

17. Opportunities • Technology • Library is technologically savvy, generate more interest in and suport for the library. • Library is progessive - a modern, exciting and growing environment, will bring patrons to your door and your online gateway.

18. Opportunities cont’d • Personnel • Librarians remain current with the field. • Other librarians could assist- systems, access services • Opportunity for collaboration with other libraries and librarians in sharing service - UNO, Loyola

19. Opportunities Cont’d • Patron • Saves time & cost of traveling to library • Library service available even when library is closed.

20. Opportunities Cont’d • Marketing • Overall positive image of library • Could be used as the centerpiece of a new library initiative.

21. Opportunities • COST • Share the cost in a collaboration to reduce staffing and licensing cost. • Statewide collaboration e.g. Maryland, Florida, California, Colroado, NJ, Ohio • Opportunity for grant funding

22. Change - IM

23. Instant Messaging Pew Report students use IM everyday. Services • MSN Messenger • AOL Instant Messenger (AIM) • Yahoo Messenger • Google Talk • ICQ • Jabber None of them speak to each other

24. Instant Messaging Cont’d • Multi-network Software • One interface for multiple networks • Trillian (Windows) • GAIM (Windows) • Adium (Mac) • www.meebo.com (Web)

25. Meebo.com

26. ADVANTAGES OF IM • Easy to incorporate into workflow. • Software readily available. • Very little training required. • Very inexpensive • Familiarity • Millennials comfortable with IM • Primary means of communication electronic • Key means of communication interactive • Allows for more than one means of communication. • Another form of Chat reference.

27. Text Messaging • Text A Librarian

28. Overview • In the Spring of 2005, Sims Memorial Library at Southeastern Louisiana University initiated a “Text A Librarian” service that enables Southeastern students, faculty and staff to send questions and receive answers using the text message feature of their cell phones. • Sims librarians use a dedicated text messaging telephone number and Email SMS conversion software, provided by Altarama Systems and Services, to send and receive text messages.  • The “Text A Librarian” service has been integrated into the library’s “Ask A Librarian” digital reference service that provides reference assistance via e-mail and text messaging during library hours and via chat, 24/7.

29. Origin of Text A Librarian • VRD Conference 2004 – Product announcement and demonstration by Altarama Systems & Services • A Southeastern Louisiana University Student Technology Fee Grant (of $1,300) funded the first year of the service.

30. Altarama’s Reference by SMS • an integrated Email to SMS turnkey package • a unique cell phone number • “Send by SMS” tool • works with existing MS Outlook • simplifies creation of SMS/Chat shortcuts

31. How Does It Work? • Student sends Text Message to Library’s Number • Text Message goes to Server in Australia • Text Message is converted to email • Email arrives in Library email account

32. Message Appears in InBox

33. Message is Read

34. Reply is Drafted

35. Reply is Checked for Size

36. Reply is Shortened

37. Reply is Rechecked for Size

38. Reply is Optimized

39. Reply is Sent

40. What Type of Questions Do Students Ask? • Non-Serious Inquiries • Library Questions • University Questions • Simple Short-Answer Reference Questions • More Complex Reference Questions

41. Non-Serious Inquiries / Noise • Hey. • Hey whats up? • Im at the union. • Hey do u have books in the library? • My name is Meghan will u be my friend ? • =?utf-16?H?57?=

42. Library Questions • What time does the library close and open on weekdays? • In order to print out a paper from the library pc's do you have to be on a 'print release station' pc? • HELLO. WHERE ARE THE MAGAZINES LOCATED AT IN THE LIBRARY? • How long would it take to receive a book from lsu if i requested one? • What floor is the SGA on?

43. University Questions • Where can i do vehicle registration at? • How many prints a semester do students get? • When does school start back, i dont have electricity so i can watch the news so i dont know if they said. (note: After Hurricane Katrina) • Are night classes being held?(note: After Hurricane Katrina)

44. Short Answer Questions • For titles in APA, do I use italics or underline? • Where can I find a copy of the anti-terrorism bill? • How far is the nearest galaxy? • What is a lathis? • What year did texas become a state? • Who wrote 'the great gatsby'?

45. More Complex Questions • How do i find empirical articles online? • Where can i find text relating to paintball? • I need info on the ethical issues of human cloning  and stem cell research. • What are the causes of vertigo and is there a special diet? • Was there ever a gay president? • What is the only bird that has a penis?

46. Digital Reference Statistics 2005-2006 Academic Year • 1,445 Requests for Information • 954 Via Chat • 410 Via Email • 81 Via Text Messaging

47. Digital Reference Questions2005-2006 Academic Year

48. Possible Reasons for Low Use • Limitations of SMS technology • Limitations of the Altarama Reference by SMS product. • Promotional Challenges

49. Limitations of SMS Technology • Text messaging viewed as less serious communication. • Limit of 160 characters restricts utility to short reference communications. • Other more convenient reference options.

50. Limitations of SMS Product • Service uses an Australian number. • Patrons reluctant to send an international message. • Patrons may not have phone plans that include international text messaging.