Renae Barger, MLIS Reference Librarian/Document Delivery Coordinator

1. Understanding User Needs in an Online Environment:What We Can Learn from Electronic Reference Questions Renae Barger, MLIS Reference Librarian/Document Delivery Coordinator Health Sciences Library System, University of Pittsburgh Melissa Ratajeski, MLIS

2. Health Sciences Library System, University of Pittsburgh • Health Sciences Library System (HSLS) • Four Libraries • 1 academic • 3 hospital • Six Schools of the Health Sciences • University of Pittsburgh Medical Center • 19 hospitals

3. HSL Online • HSL Online • 75+ databases • 3100+ electronic journals • 4500+ electronic books

4. Website Based Ask-A-Librarian link

5. Ovid Based Ask-A-Librarian-At-HSLS link

6. Objectives • Analyze the information needs and the challenges of remote users using HSLS electronic resources. • Develop strategies to better serve remote users.

7. Methodology • 12-month timeframe • February 2004 – January 2005 • 6 broad categories: • Analysis • Basic reference • Access • Advanced reference • Technical • Non-resource • Departmental

8. 513 submissions = 565 questions Website based feature - 437 submissions, 485 questions Ovid based feature - 76 submissions, 80 questions Website Based vs. Ovid Based Questions

9. VS.

10. Website based questions: Basic Access Advanced Non-resource Departmental Technical Ovid based questions: Basic Technical Advanced Access Discussion

11. Breakdown of Website Based Questions 485 total

12. Website Based – Basic Reference44% of Total Website Based Questions • 29% - Users know exactly what they want. • Majority want online full-text. • 6% - Users need a simple search to satisfy an information need. • 5% - Users know part of a citation. • 2% - Cited reference searching • 1% - Choosing a database • 1% - Finding journal impact factors

13. Website Based – Access31% of Total Website Based Questions • 10% - General information on obtaining HSLS remote access • 9% - Electronic journal or electronic book connection problems • 9% - Forgotten HSLS account password • 3% - UpToDate remote access

14. Website Based – Advanced9% of Total Website Based Questions • Still require reference assistance to formulate a search strategy with multiple concepts or databases. • “What books are available on social skills groups for children ages 5-12 with behavior disorders and ADHD?” • “Are there journals or books on radiation hazards from mining of radioactive rocks that could lead to DNA damage?”

15. Website Based – Non-resource7% of Total Website Based Questions • Hours, policies, classes, contact information or subject guides • “I would like to attend the searching databases classes in January. Do I need to sign up?” • “Can I recall a book online that has been checked out?”

16. Website Based – Departmental6% of Total Website Based Questions • 5% - For acquisitions • Majority request online full-text • 1% - For interlibrary loan

17. Website Based – Technical3% of Total Website Based Questions • 1% - Using Endnote with Ovid • <1% - Auto alerts or limits in Ovid • <1% - Full-text in MDConsult • <1% - Auto alerts in Scopus • <1% - Book marking HSLS resources page

18. Breakdown of Ovid Based Questions 80 total

19. Ovid Based – Basic Reference49% of Total Ovid Based Questions • 40% - Users know exactly what they want. • Complete article citation is given. • Majority want online full-text. • 8% - Users have a specific article in mind. • Part of the citation is known. • 1% - Unrelated to an Ovid search

20. Ovid Based – Technical26% of Total Ovid Based Questions • 18% - Using limits, auto alerts, and reference manager • 4% - Getting Ovid results into Endnote • 4% - Ovid technical problem

21. Ovid Based – Advanced19% of Total Ovid Based Questions • Still require reference assistance to formulate a search strategy with multiple concepts. • “I am seeking articles that list bacteria that produce any form of vitamin K….” • “ I am trying to find literature that validates the benefits of ambulation in hospitalized patients

22. Ovid Based – Access6% of Total Ovid Based Questions • 4% - General help accessing Ovid databases remotely. • 1% – Electronic journal connection problems • 1% – Remote access to a non-Ovid database

23. Trends and Strategies • 29% Website, 40% Ovid - Users know exactly what they want. • HSLS online instruction group • Knowledge base of most frequently asked questions • 19% Website – Users want a remote access account or cannot remember their HSLS remote access account password. • Online system to create HSLS accounts • Online system to retrieve forgotten passwords

24. Online Account Feature

25. Trends and Strategies Continued • 9% Website, 19% Ovid – Users need advanced reference assistance. • These require a librarian • Interactive Design Working Group • Surveys and focus groups to gather, test, and analyze user data to enhance and shape HSLS web based products

26. Conclusions • Electronic reference questions may be used to indicate areas where users are having difficulties while using the library in an online environment. • HSLS has either implemented, or is in the process of developing tools to address such areas. Renae Barger Health Sciences Library System University of Pittsburgh rbarger@pitt.edu