探索圖書資訊 虛實服務的平衡點 Balancing the External and Traditional Libraries

1. 探索圖書資訊虛實服務的平衡點Balancing the External and Traditional Libraries 時間:94.11.14-15 地點:淡江大學 報告人:黃怡如 94.12.8

2. 講題與講者5-1 • One Library’s Experience with the Effects of Placing Great Emphasis on Collecting Electronic Materials (大力發展電子館藏的效應：香港大學圖書館的經驗) --Tony Ferguson (彭仁賢館長) • Implementing the HKUST‘s Institutional Repository --Ms. Diana L.H. Chan (Head, Reference Department, HK University of Science & Technology Libraries)

3. 講題與講者5-2 • Stewardship of Digital Scholarly Assets at the University of California: The California Digital Library Sets a Bold Course --Ms. Catherine H. Candee (Director, Publishing and Strategic Initiatives, California Digital Library University of California, Office of the President) • The next generation LOCKSS program: what’s in it for me? --Ms. Victoria Reich (Director LOCKSS Program, Stanford University and Academic Resources)

4. 講題與講者5-3 • Virtual Reference: an Overview --Ms. Diana L.H. Chan • Online Access to the STM Literature: Open, Public and Free --Martin Frank, Ph.D. (Executive Director, American Physiological Society) • Journals Publishing? Tracing the Life of a Research Article --Ms. Emily Gillingham (Library Marketing and Communications Manager, Blackwell Publishing)

5. 講題與講者5-4 • Planning and Developing New Models for Academic Libraries --Mr. Steve O’Connor (CEO, Caval Collaborative Solutions) • The Future of Electronic Content: structured database vs. unstructured collections --Christopher Warnock(CEO, ebrary Inc.) • Information Seeking and Reading Habits of Physicians --Mr. Michael Clarke (Executive Editor, Division of Medical Journals and Professional Periodicals American Academy of Pediatrics)

6. 講題與講者5-5 • Document deliverers: with so much on the Web, do you need them? --Mr. Bruce Antelman (President, Information Express) • 機構庫典藏的規劃與實施(The Planning and Implementation of Institutional Repositories - A Case Study in National Digital Archives Program in Taiwan) -陳亞寧 (中央研究院計算中心系統分析師) • 機構典藏相關政策之探討(Investigation of Policies for Institutional Repository) --羅靜純 (國立成功大學圖書館) --黃鴻珠 (淡江大學覺生紀念圖書館館長)

7. 講題分析2-1

8. 講題分析2-2

9. 報告重點 • 虛擬參考服務 • 機構庫典藏 • 港大圖書館電子化服務

10. 虛擬參考服務 Virtual Reference Service

11. What is VRS? • VRS (Virtual Reference Service) • Internet-based Reference Service • Asking a question online • Live online reference service • Virtual, digital, live, interactive, real time, web-based, synchronous • “Using computer and communications technology to provide reference service to patrons anytime and anywhere” -OCLC’s Question Point (QP)

12. Accessibility Fast turn-around Clear policies Interactive Instructive Authority Privacy Review and evaluation Publicize service Virtual Reference Desk Guidelines IFLA Digital Reference Guidelines "Guidelines for Implementing and Maintaining Virtual Reference Services.“American Library Association. 2005

13. 贊成 Immediate assistance for remote users Real time VRS is better than email for conducting reference interview Remains anonymous Awareness of the library among the user Community 反對 Additional staff Less flexible schedule Lack subject expertise No visual or auditory cues Less interactive Typing is slow Some logoff before you finish answering Slow communications Pros and Cons of VRS

14. 虛擬參考服務-Developments in VRS • Asynchronous digital reference --Patron submits a question and the librarian responds at a later time --Example: Email, Web Form. • Synchronous digital reference --Patron and librarian communicate in real time. --Example: Chat, Voice over IP, Video Conferencing, SMS, IM.

15. 各種虛擬參考服務與相關研究調查

16. Email & Web Form 2-1 注意要點: • Describe the services offered • Types of questions it handles, or does not handle • Frequency the mailbox is checked • Response time • Confidentiality • Priorities • How statistics are kept and how service is evaluated

17. Email & Web Form 2-2 Usage Surveys on Email Reference: • A study of 485 Qs at State University of New York at Buffalo Libraries (1993-94) --70% reference Qs, 30% circulation-related Qs --90% of Qs were submitted during opening hours • A study at the University of Central Arkansas --67% of Qs were by faculty, 25% by non-affiliates, 8% by staff and none by students • A study of 450 Qs at the California State University Chico Library (1997-99) --21% of Qs were answered using standard reference resources. 15% were papers or projects, 12% factual, 11% OPAC, 9% policies, 7% websites…

18. Reference Kiosks • Cybrarian = cyber + librarian • Kiosks 資訊站 • Place Cybrarian Kiosks in the library so that users can ask librarians wherever they are in the library -- National Library Board, Singapore

19. Online Chat 4-1 • 特性 --Transcripts of each session --An archive of Q&As • 實例 --Prairie Area Library System: Librarian Live

20. Online Chat 4-2 • 贊成 --Reach out to patrons who • Can’t get to the Reference desk • Never have been reached before --Good for • Those who need instant replies • Clarifying a question faster --Usage Study of New Jersey’s 24/7 Live Virtual Reference Service • 53.9% of the customers have used the service more than once • 89.9% would use the service again.

21. Online Chat 4-3 • 贊成(續): More Usage Studies: --Carnegie Mellon University (2001) • 74% reported receiving full information • 88% would use Reference Chat again --University of Illinois at Urbana-Champaign (2001) • 90% reported the completeness of answers as very good or excellent • 85% would use it again --Southern Illinois University Carbondale (2001-02) • 82% said the answers were very helpful • 82% rated the service as a very good method of reference help

22. Online Chat 4-4 • 反對 --Some transactions never finished (發問者忽然離線) --System or browser crashes --Co-browsing proprietary db is difficult --Time-consuming --Librarians must multi-task --Concerns about quality • 服務紛傳中止 --Vandebilt U --MIT --Los Alamos National Labs --LC’s 11 divisions using QP in June 2002 down to 3 in April 2004

23. Instant Messaging (IM) • Brief emails exchanged very fast in real time • Popular IM services: --MSN Messenger --AOL Instant Messenger --Yahoo! Messenger --GoogleTalk, --NET Messenger Service --ICQ • Provides Just-in-time reference • Less formal, low tech end

24. IM Usage Survey By Buffalo, SUNY • Offered IM reference assistance Monday-Friday • Used AOL's free IM software -AIM and Express • Staffed 75 hrs a week by 20 librarians + 4 library school students Questionnaire results: • 70% of users 18-25 of age, • 69% of users on campus (25% from Cybrary) • 79% satisfied with service • Type of questions --26% questions are in information literacy category --23% about using the catalog --12% are about specific library information (e.g. hours) --6% of questions are technical troubleshooting, --5% web navigation --4% electronic course reserves --4% finding SUNY Buffalo information. • Many librarians did not receive a single question in their 1 hour shift.

25. Voice over IP 2-1 • Since 2003 IM services have voice components, ex. MSN Messenger, AOL IM, Yahoo Messenger • 網路電話Provides free or low-cost talk on internet --Negative : call other Internet users using the same software program --Positive : make calls to land and cellular-based phones for a modest fee • New programs: Skype, Google Talk

26. Voice over IP 2-2 • Skype --Allows people to talk and IM for free using PC-to-PC connections --Users are identified through names instead of numbers • Google Talk • --Gmail contacts are pre-loaded into Google Talk

27. Short Message Service (SMS)3-1 • A service available on most digital mobile phones • Permits people to send short messages between Mobilephones, other handheld devices & Landlinetelephones • Curtin University’s SMS Report on findings: --200+ queries in 6 months --87% received during library opening hours

28. Short Message Service (SMS)3-2 • Curtin University’s SMS Report on findings (continued): --71% were explanatory type of reference questions --Patron feedback: • Easy to use (4.2 out of 5) • 100% of clients did not have any problems • 92% claimed they would use it again.

29. Short Message Service (SMS)3-3

30. Video Conferencing • UC Irvine Science Library (1997): --Provided the service to medical students who are working in a computer lab, one hour a day, mostly on Medline searching --Audio, video, chat window, whiteboard (Examples: Microsoft NetMeeting) --Students’comments : • Excited about this high-tech • Wanted document delivery of full-text articles

31. Collaborative Reference Service 4-1 • 特性 --Extend hours of coverage of participants to 24/7 --Cooperation and collaboration, informal or network arrangement • Examples --LC/OCLC QuestionPoint (QP) --Calis Distributed Collaborative Virtual Reference System (CVRS)-China (2003-2005) --AskUsNow in Maryland (2,900 in Oct 2003) --AskNow in Australia (3,196) --Q and A in NJ (5,800) --Know It Now in Cleveland (3,500 a month) --NCknows: the State Library of North Carolina's Virtual Reference project staffed by librarians from throughout N Carolina

32. Collaborative Reference Service 4-2 • Example of a Transcript of an NCKnows Chat Session anonymous: I mean the Silicon Valley are composed of high-tech companies. What arbout Resarch Triangle region. Are they also high tech or just research companies as its name applies? 24/7 Librarian vw: Apart from one being in NC, on the east coast, and one being in VA, on the west coast? anonymous: Is there any difference between Research Triangle and the Silicon Valley in CA? 24/7 Librarian vw: Try copying and pasting the address into a new browser window anonymous: I have this message pops up "Stack overflow at line 1" 24/7 Librarian vw: http://www.rtrp.org/ anonymous: What is the url of this page. 24/7 Librarian vw: Does this answer your question? anonymous: [Page sent -Site Selection Consultants] 24/7 Librarian vw: Here is a website about the Research Triangle region. 24/7 Librarian vw: [Page sent -Research Triangle Region] anonymous: Hi! I'm out of the states. Can you tell me what is the Research Triangle in NC 24/7 Librarian vw: How may I help you? 24/7 Librarian vw: Hello, welcome to our NCknows Reference Service. [24/7 Librarian vw-A librarian has joined the session.] A librarian will be with you shortly. Please remember that whileour librarians can help you use your library, they may not be from your specific library system or branch

33. Collaborative Reference Service 4-3 • OCLC’s QP --Started in 2002 by LC and OCLC --Used by over 1,000 libraries in 20 countries --Subscription of $2,000/yr --Questions received -Use best-matching routing to library profiles --Web-based chat, co-browse and cooperative reference tools --A management tool for reference transactions --Respond, assign, refer, route --HKUST參與經驗分享 • 美國下班時間就將問題轉介到亞洲參與館 • 付出多, 回收少

34. Collaborative Reference Service 4-4 • Usage Study –QandANJ --25,000 customer questions in 2002 --50,000 questions in 2003 --Nearly 60,000 questions in 2004 --During a busy hour, may handle 25-30 questions --In the busiest month (March 2004), more than 7,400 Qs --Customer feedback (form 8,745 customers, Jan 2002-Oct 2003) • 53.9% of the respondents used more than once • 89.8%of the respondents said they will use again • 60% said they have their questions completely answered • 80.2%were satisfied or very satisfied with the service

35. Doubts about VRS • Joe Janes: Global Census of Digital Reference. --Less than 6 Qs a day in Nov 2003 • Steve Coffman --Only 29% of ARL libraries offer VRS (36 out of 124) --LSSI -Oct 2003 declined over Oct 2002 • VRS趨勢走向縮減 --1999 • 150 academic libraries, 45% offered VRS (Janes, Carter and Memmott, 1999) • 122 ARL Libraries, 96% provided VRS (L. Goetsch, 1999) --2000 • 140 academic libraries, 45% offered VRS. • Libraries with greater financial resources, larger staff, adopted more computer-based services, higher demand for current services (MD White, 2000) --2001 • 121 ARL Libraries, 29% provided real time reference (Tenopirand Ennis, 2001)

36. Search engine --AskJeeves --Ask yahoo Expert systems: --Allexperts.com --Abuzz --Googleanswers --AskMeNow Information Please Know’Post Experts Exchange Inforstry Webhelp.com Questia Ask.yahoo.com/ask/most LC’s Ask a Librarian Virtual Reference Desk Commercial Service 3-1

37. Commercial Service 3-2 • Googleanswers --Beta version, Apr 2002 --500 freelance researchers --Costs US$0.5 to list a Q --$2-200 for an answer --1 day turnaround --User may rate the answer --User may reject the answer and request a full refund --25% of the fee to Google --The service provides an FAQ, a database of Q&A.

38. Commercial Service 3-3 • AskMeNow --A commercial VRS --100 answer agents --Free for basic Qs --US$0.49 for AskAnything --Beta test with 10,000 users --Sign-up with cell phone (N.American wireless carrier) --Call AskMeNow phone number with the cell phone --Answer is text-messaged to your cell phone within minutes

39. Library vs. Commercial Service • Cornell’s Study (2002/03) --24 Questions from 3 sources (Maryland, Cornell and Google) --2 librarians and 1 assistant prepared answers and noted the time spent --1 librarian registered with Google Answers as a user, submitted the questions and obtained Answers --Conclusion • Quality: Cornell reference librarians were rated about the same as the Google researchers • Cost: Cornell reference librarians were much more expensive

40. Usage Studies on Real Time VRS • Kelly Broughton’s paper summaries 7 studies: --When • 70-80% took place from Mon.-Thurs. • Tuesday and Wednesday are the busiest --How • 50-70% of respondents learned about the service through library homepage --Where • 30% of respondents were within library • 40% on campus, 30% off campus --Why • Convenience and anonymity --Satisfaction • 80-90%satisfied

41. Digital reference matters but it will not if we: --do it badly --do it alone --do it only one way --do it in secret --do it too slowly --or from a position of fear Joe Janes “Be brave, be bold, be thoughtful and if you build it, they will come.” Diane Kresh Library of Congress Quote about VRS

42. 機構庫典藏 Institutional Repositories (IRs)

43. 2 factors thatlead to the Open Access Movement : Technological trends sharing documents via FTP and Web漸增 Enables researchers to “publish”their research results.. for faster and wider dissemination Open Archives InitiativeProtocol for Meta DataHarvesting (OAI-PMH) social trends Journal titles Increasing + Prices rising + Library budgets cut Fruits of Open Access Open Access Journals (DOAJ) OAIster One searchable interface for open archives from 536 academic institutions 5.9 million documents Institutional Repositories: Development of IRs gained momentum with the release of two open source systems: Eprints (U of Southampton) DSpace (MIT) Open Access and Institutional Repositories

44. 名詞與定義 • Institutional Repository (IR) • Institutional Repositories (IRs) • 機構典藏、機構型自行典藏、典藏庫、機構庫… • 界定 --Represent an historical and tangible embodiment of the intellectual life and outputof an institution. --A “digital collection capturing and preserving the intellectual output of a single or multi-university community”. --多指大學對其成員學術產出的典藏 --單一/數所/全國大學 --跨單位學校成員甚或跨校合作 --集中蒐集、管理、組織及長久保存、取用與傳播 --教授/職員/學生等的數位形式學術研究產出 --單一或多個系統/平台，如: DSpace, EPrints, Digital Commons及相關系統 --透過如OAI-PMH標準，提供跨資料庫檢索

45. 機構庫典藏之特性 • 起源 --Grey literatures --Open access • A single institution may thus have several different repositories for different types of materials. • 規模 --From a few records (or objects) to tens or even hundreds of thousands of records --平均約為數百筆紀錄 --Some records are only metadata, and some are full source objects, such as papers, images or datasets. • Type: 目前以textual material為主 • National level: a growing set of… at a national level or across…higher education institutions. • 未來可能在scholarly communication占一環節

46. 有關機構庫典藏的調查研究 4-1 • 分析國外54所大學(羅靜純,2005)機構庫典藏政策內容 --設置目的與相關單位: 宗旨、設置目的、參與設置之合作單位、政策制訂單位、系統管理單位、 最高指導單位 --內容蒐集與使用: 提交方式與限制、提交資料完整性複查、提交者身分與限制、提交內容與限制、資料數位化服務、使用限制 --社群(community)與合集: 社群定義(formal, subject, interest)、社群聯絡人之設置、社群責任、社群權利、管理維護者責任、管理維護者權利、合集定義、資料撤除相關規定 --建立社群的步驟: 籌備階段、社群定義與準備階段、系統準備階段 --權利管理: 著作權與其他法律問題、隱私權問題 --長久保存: 檔案格式、長久保存支援、詮釋資料

47. 有關機構庫典藏的調查研究4-2 • 調查國內12所大學(羅靜純,2005) --內容限學術研究成果產出 --問卷法:國內圖書館代表對政策內容的意見 --訪談法:國內圖書館代表對機構典藏建置與政策制定的看法 • 調查結果 --設置目的與相關單位: • 設置單位: 系所、圖書館、研發處、教務處、電算中心以任務性團隊進行 • 系統管理單位: 圖書館負責為主，但可尋求與電算中心合作 • 最高指導單位: 大學校長 --內容蒐集與使用: • 提交方式:自行提交(主) + 圖書館中介提交(輔) • 提交資料完整性複查: 館員代為查核 • 提交者身分與限制: 教授/博碩士/研究人員/職員/大學部學生 • 提交內容與限制:學術性與研究性作品為主，可擴及教育性與教學講義

48. 有關機構庫典藏的調查研究4-3 • 調查結果(續) --內容蒐集與使用(續): • 資料類型與語言別: 期刊論文、學位論文、會議論文 • 資料數位化服務: 圖書館是否協助進行數位化 --社群(community)與合集: • 規範責任與權利時應與整體運作及使用系統相配合 • 根據機構政策之原則為前提、為一些不可預知的情況預做準備 --建立社群的步驟: --權利管理: • 保證個人資訊不被使用於商業、公益目的 • 隱私權問題:資料被公共使用時，需先將個人資料移除 --長久保存: • 隨科技進步與時間的改變進行轉置 --其他:..設立提交獎勵制度、平衡政策寬嚴度與執行上的衝突

49. 有關機構庫典藏的調查研究4-4 • 國內對機構典藏政策之建議 --在大原則下保留部分彈性 --可與學術評鑑機制結合 --建置初期可先單獨制訂 --未來可朝向與館藏發展政策整合為一 --館員必須在工作模式及角色扮演上進行自我調適 --政策需持續進行修訂 --調查國內商業出版社或非營利機構進行開放機構典藏之意願

50. 建立機構庫典藏的挑戰5-1 • Developing a service plan --What is the service’s mission? --What kinds of content will you accept? --Who are the key users? Who are the key stakeholders? --Will you charge for services? --What responsibilities will library bear versus the content community? --What are your top service priorities? --What are the short-term priorities and long-term priorities? • Promotion: Developing presentations for staff, academics and potential funders --Marketing ideas: a top-down approach or a bottom-up approach • Finding a strong internal coordinator • Technical documentation(因應人員更替)