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Ask a Librarian and iGS: Finnish Reference Services

Ask a Librarian and iGS: Finnish Reference Services. Nina Granlund, Finland 2007. Joint digital reference service of Finnish libraries. Situated in Libraries.fi, the national library portal for all Finnish libraries (public, special, university libraries). Ask a Librarian .

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Ask a Librarian and iGS: Finnish Reference Services

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  1. Ask a Librarian and iGS: Finnish Reference Services Nina Granlund, Finland 2007

  2. Joint digital reference service of Finnish libraries. Situated in Libraries.fi, the national library portal for all Finnish libraries (public, special, university libraries). Ask a Librarian

  3. Produced by the Central Library for Public Libraries in Finland (Helsinki City Library ) and financed by the Ministry of Education. - Supported by the national strategies for the information society and libraries (e.g. Library Strategy 2010), http://www.minedu.fi/export/sites/default/OPM/Julkaisut/2003/liitteet/opm_156_kseng.pdf?lang=en Libraries.fi

  4. Published in three languages: Finnish and Swedish, and partly also in English. http://www.kirjastot.fi http://www.biblioteken.fi http://www.libraries.fi Libraries.fi: Three languages

  5. -Information about libraries (addresses, staff, catalogues) - Information about literature, music and children (foremost for librarians). - Library events, training for librarians etc. Libraries.fi contains

  6. Search services: Link Library, http://www.kirjastot.fi/linkkikirjasto , SFL, Search Find and Locate, a guiding search, http://searchfindlocate.libraries.fi/ , Meta-search, http://monihaku.kirjastot.fi/ , Ask a Librarian, http://www.libraries.fi/ask_librarian . Libraries.fi contains

  7. - Contents produced by the editors of Libraries.fi and the libraries together. - Libraries: information about libraries, library events, Link Library contents, answering in the Ask a Librarian –service. Libraries.fi

  8. - Started 1999. - Answers are given in three languages: Finnish, Swedish and English. - Public archive (also in three languages). Ask a librarian

  9. Question is sent in via a web form, the answer is delivered to the email-address given by the customer. Questioner gives his municipality of residence in the question form. - Also a list of participating libraries from which the questioner can choose an answering library http://www.kirjastot.fi/tietopalvelu . Ask a Librarian

  10. Children have a special simpler form, http://www.kirjastot.fi/lapsille/kysy . - Answer is given within three working days (Saturday and Sunday excluded). Ask a Librarian

  11. - 54 libraries answering in the service: 39 public libraries, 1 university library and 14 special libraries and references service groups. - All regional central libraries. - 2006 415 different persons sent answers. Ask a Librarian

  12. - Expertise in various topics: - Library of Parliament (law), Statistics Library, Lapponica -reference group from Lapland, University of Art and Design, Reference for the visually impared etc., http://www.libraries/en-GB/ask_librarian/libraries/ . http://www.kirjastot.fi/tietopalvelu . Ask a Librarian

  13. - Number of questions is increasing: 2003 2928 2004 3514 2005 4000 2006 5029 questions answered. Ask a Librarian

  14. - Question meets expert = the person who feels he can give a good answer, answers (special libraries). AaL: Principal idea

  15. - All participating libraries follow the questions coming in, bigger ones check every day the answering application, smaller ones get automatically an email when a question from their municipality is sent in. - If the questioner has chosen an answering library, the email will be send to this library. AaL: Practice

  16. - Every library has one or two persons responsible for the follow-up. - A national editor surveys, contacts libraries and answers. AaL: Practice

  17. - If there are questions from other than participating municipalities, every one answers. - The Libraries.fi-editor surveys also all answering and furthermore the contents of the public archive. AaL: Practice

  18. Library x : Answerer 1, Answerer 2, Answerer 3, etc. Responsible 1, Responsible 2 Libraries.fi : National editor (part time, works as reference librarian in Helsinki City Library) Libraries.fi-editor AaL: Practice

  19. - The organisation functions well: most of the questions are answered the same day (71%, within 2 working days 15%, within 3 working days 8%, delayed were 6%). AaL: Practice

  20. - Communication between librarians participating via a closed email-list. - Information from the Libraries.fi-edition is sent via the same list. AaL:Communication

  21. - Info-area in the aswering application. - Every other year a meeting for participating staff. AaL:Communication

  22. - Contains 15 000 question/answer –pairs. - Keywords. - Keyword list is given to the customer: a keyword is an active link, by clicking it, a search is made. AaL: Public Archive

  23. Needs editing and updating. Link control (Internet addresses change rapidly). Contains useful information. http://www.libraries.fi/ask_librarian/archive.aspx AaL: Public archive

  24. - More libraries. - More channels for asking. - New answering application. - More interactive services for customers. Future plans

  25. - More libraries and other reference services are joining the service every year. More libraries

  26. - AaL-chat. - Several libraries will have own chat-channels. - Joint chat-channel for all libraries exists also already, but needs however practical organising. - Support in the Libraries.fi-edition. More channels

  27. - Use in digital television already possible, not yet in use. More channels

  28. - A new semantic application. - Prototype 2006. - 2007 developing project. Answering application

  29. -Customer: Customer writes a question -> application makes a search in the archive (analysing the text and using ontologies to produce the search result). Customer will be offered ready answers from the archive. Semantic answering application

  30. - Answerer: When a librarian starts answering a new question, he will be offered ready answers from the archive. Use of ready knowledge. Updating of archive. Semantic answering application

  31. - Feedback already possible. Customers will be given an opportunity to comment on the answer and publish comments. These features will be developed this year. Interactive services for customers

  32. - Digital reference service of Helsinki City Library. - Started 2001. - Answers are given in three languages: Finnish, Swedish and English. - Public archive (in three languages). iGS: Information Gas Station

  33. - Mobile device: work-stations can be placed to public locations and reference work can be taken to where the customers are. iGS

  34. - Radio program. Questions and answers are shown on the webpages of the program and iGS. http://lotta.yle.fi/rsweb2.nsf/sivut/kysymitavain?opendocument&pageid=Content133538A31D2 iGS

  35. - Simple question form. http://igs.kirjastot.fi/en-GB/iGS/ - Ask anything! - The answer is sent to the customers email within two weeks. iGS

  36. - Number of questions varies: 2003 4193 2004 6624 2005 5308 2006 6261 iGS

  37. - Staff of Helsinki City Library answers. There are about 50 active answerers, 2006 113 different persons sent answers. - Editor surveys, answers, organises the tours of the mobile equipement and the radio program staff. iGS: practice

  38. - Communication between librarians answering in a discussion area in the answerig application. - The editor publishes information about the service in an info area in the application. iGS: Communication

  39. - Contains 25 000 answers, organised in different categories (e.g. astronomy, traffic, arts). - Text search. - http://igs.kirjastot.fi/en-GB/iGS/questions/search.aspx Public Archive

  40. - Interactive features: Feedback possibility for customers. - Semantic answering application: Co-operation with the national Ask a Librarian. Future

  41. Kiitos!

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