FESAL: Reference Services Workshop Tp hun v Dch v tham kho

1. FESAL: Reference Services Workshop T?p hu?n v? D?ch v? tham kh?o 11 May, 2005 Natural Sciences Library Viet Nam National University at HCM City

2. Ch�ng ta s? h?c g�  ng�y h�m nay: C�ng c? tham kh?o (ti?p theo) Ngu?n t�i li?u d?a l� Tu li?u ch�nh quy?n Ngu?n t�i li?u th?ng k� C�ng ngh? Web & D?ch v? tham kh?o S? hi?n di?n c?a Web Tham kh?o thu di?n t? Tham kh?o giao ti?p tr?c tuy?n

3. Ngu?n t�i li?u d?a l� Ba lo?i: B?n d? & T?p b?n d? cung c?p s? tr�nh b�y v? bi�n cuong c?a nh?ng khu v?c du?c cho. �?a l� �T? di?n� d?a l� v? nh?ng d?a danh. C� th? t�m th?y vi tuy?n & kinh tuy?n c?a m?t noi cung nhu l� nh?ng th�ng tin li�n quan kh�c nhau. Ch? nam � cung c?p th�ng tin v? du l?ch d?n m?t noi du?c cho L�m sao d?n d�, noi d? xem, vv.. C�c v� d?� Geographical sources can be divided into three different categories: maps & atlases, gazetteers, and guidebooks. Maps & atlases- show you a visual representation of the boundaries of a place. For example, a map of South East Asia, including Viet Nam, Cambodia, Laos and Thailand. Most are general purpose maps in that they don�t provide any specialized information. They may somehow indicate the physical features of the land (such as mountains, rivers, lakes, etc.) They are usually �political� in that they provide the boundaries between cities, states, countries, etc. that are covered in the map. They can be thematic or provide a special focus such as history, economics or political issues (wars). Gazetteers- provide you precise location and other physical features of a place name. Many gazetteers will also provide the exact latitude and longitude of a given place name. Place names may be mountains, rivers, and other physical areas as well as cities and towns. Guidebooks- are used when traveling to a foreign country or a city that is unknown to you. They provide all kinds of information including suggestions for accommodations and places of interest to visit (sightseeing). Although there are endless amounts of geographical information on the Web, for the reference question, it is often easier to pull out a print source. Every library should have at least one good world atlas. Size of the screen, compared to size of the map Way too many results and its difficult to weed out the less accurate ones. Geographical sources can be divided into three different categories: maps & atlases, gazetteers, and guidebooks. Maps & atlases- show you a visual representation of the boundaries of a place. For example, a map of South East Asia, including Viet Nam, Cambodia, Laos and Thailand. Most are general purpose maps in that they don�t provide any specialized information. They may somehow indicate the physical features of the land (such as mountains, rivers, lakes, etc.) They are usually �political� in that they provide the boundaries between cities, states, countries, etc. that are covered in the map. They can be thematic or provide a special focus such as history, economics or political issues (wars). Gazetteers- provide you precise location and other physical features of a place name. Many gazetteers will also provide the exact latitude and longitude of a given place name. Place names may be mountains, rivers, and other physical areas as well as cities and towns. Guidebooks- are used when traveling to a foreign country or a city that is unknown to you. They provide all kinds of information including suggestions for accommodations and places of interest to visit (sightseeing). Although there are endless amounts of geographical information on the Web, for the reference question, it is often easier to pull out a print source. Every library should have at least one good world atlas. Size of the screen, compared to size of the map Way too many results and its difficult to weed out the less accurate ones.

7. Tu li?u ch�nh quy?n Hoa K? Ch�nh quy?n li�n bang l� nh� xu?t b?n l?n nh?t trong qu?c gia Nhi?u th�ng tin kh�c nhau Chuong thu vi?n luu tr? Kho luu tr? tr?n v?n cho m?i khu v?c qu?c h?i Nh?ng thu vi?n kh�c c� th? ch?n m?t ph?n tram H?u h?t b�y gi? c� tr�n web (t? cu?i th?p k? 1980 v? sau) Ch�nh quy?n ti?u bang v� d?a phuong cung cung c?p tu li?u cho thu vi?n C�c v� d? � I want to discuss the government document situation in the US so you will understand a bit about how they are set up and accessed but I also want to hear a bit from you about the similarities and differences here in Viet Nam. The Federal government publishes more items than any other single publisher in the US (although the items published for the gov�t are not all published by the GPO � private publishers may actually do the work.) The publications range from pamphlets on breastfeeding, geared to new mothers, to word-for-word debates held in the House of Congress. By federal law gov�t documents have to be made available to the public. Therefore there is a least one �full depository library� in each congressional district. Other libraries are also given federal documents (which they can select) but only one is required to have all the documents. Since the early 1990�s the federal gov�t has been making documents available via the Web, but most documents are also available in print form. However, the gov�t recently decided to issue all documents over the Web so the number of documents available in print form will decrease substantially in the next few years. Some private vendors also provide access to gov�t documents. For the most part they offer a �value added� service by compiling information from several different places and making it more easily accessible than by looking for each piece separately on the web. In most larger depository libraries, gov�t docs are shelved in a special area using �SUDOCS� classification (a system of classification developed by the GPO which organizes the documents by the issuing agency and then by date. Most states also publish documents and provide them to key libraries in their states. These items may be inter-filed with the federal government documents, or another collection, or may be put in a special collection as well. As far as evaluation of Gov docs, there isn�t much to compare the sources to since there isn�t much competition. It is strictly a matter of selecting a source or not for most libraries. But there is some decision making in determining which format to choose as some sources may be preferable to have in print rather than on CD-ROM or online. I want to discuss the government document situation in the US so you will understand a bit about how they are set up and accessed but I also want to hear a bit from you about the similarities and differences here in Viet Nam. The Federal government publishes more items than any other single publisher in the US (although the items published for the gov�t are not all published by the GPO � private publishers may actually do the work.) The publications range from pamphlets on breastfeeding, geared to new mothers, to word-for-word debates held in the House of Congress. By federal law gov�t documents have to be made available to the public. Therefore there is a least one �full depository library� in each congressional district. Other libraries are also given federal documents (which they can select) but only one is required to have all the documents. Since the early 1990�s the federal gov�t has been making documents available via the Web, but most documents are also available in print form. However, the gov�t recently decided to issue all documents over the Web so the number of documents available in print form will decrease substantially in the next few years. Some private vendors also provide access to gov�t documents. For the most part they offer a �value added� service by compiling information from several different places and making it more easily accessible than by looking for each piece separately on the web. In most larger depository libraries, gov�t docs are shelved in a special area using �SUDOCS� classification (a system of classification developed by the GPO which organizes the documents by the issuing agency and then by date. Most states also publish documents and provide them to key libraries in their states. These items may be inter-filed with the federal government documents, or another collection, or may be put in a special collection as well. As far as evaluation of Gov docs, there isn�t much to compare the sources to since there isn�t much competition. It is strictly a matter of selecting a source or not for most libraries. But there is some decision making in determining which format to choose as some sources may be preferable to have in print rather than on CD-ROM or online.

8. Tu li?u ch�nh quy?n Vi?t Nam C� m?t h? th?ng ch�nh th?c cho c�c tu li?u ch�nh quy?n xu?t b?n (tuong t? nhu Co quan ?n lo�t c?a ch�nh quy?n Hoa K?)? C� m?t h? th?ng ch�nh th?c v? thu th?p tu li?u kh�ng? C� m?t h? th?ng ch�nh th?c v? t? ch?c tu li?u kh�ng? C� s? ti?p c?n v?i th�ng tin ch�nh quy?n tr�n web kh�ng?

11. Ngu?n t�i li?u th?ng k� Ngu?n t�i li?u chuy�n m�n h�a cao d? D?a tr�n nh?ng di?u t�m th?y hay h?c h?i qua nghi�n c?u ? Hoa K? - du?c xu?t b?n do, hay du?c h? tr? nghi�n c?u b?i ch�nh quy?n (li�n bang, ti?u bang, hay d?a phuong) Thu?ng d�ng tin c?y m?c d� lu�n lu�n c� nh?ng bi?t l? C�c v� d?� Once again, the statistical sources I can discuss are the ones that come from the U.S. Statistical research is highly specialized and is usually the result of a research study. Government programs and agencies (federal, state, and local) account for the majority of publishers of statistics available in the U.S. if only by way of providing monetary support for the research. That said, most statistics can be relied upon. It is the interpretation of the statistics that can lead to misleading conclusions. There are many index-type sources to statistical data. Lets look at a few now. Once again, the statistical sources I can discuss are the ones that come from the U.S. Statistical research is highly specialized and is usually the result of a research study. Government programs and agencies (federal, state, and local) account for the majority of publishers of statistics available in the U.S. if only by way of providing monetary support for the research. That said, most statistics can be relied upon. It is the interpretation of the statistics that can lead to misleading conclusions. There are many index-type sources to statistical data. Lets look at a few now.

13. Th?c h�nh: Chia nh�m M?i nh�m s? du?c cho �t nh?t m?t t�i li?u tham kh?o d? d�nh gi� C? d?nh v? th�ng tin v? m?c d�ch, ph?m vi, s? s?p x?p, t�nh kh�ch quan, v� t�nh hi?n h�nh c?a t�i li?u du?c cho. Ghi ch� v? nh?ng g� b?n t�m th?y (hay kh�ng tim th?y). Th?c hi?n m?t v�i tra c?u m?u trong ngu?n t�i li?u c?a b?n. �ua ra hai hay ba c�u h?i c� th? du?c tr? l?i b?ng ngu?n t�i li?u n�y. N?p nh?ng c�u h?i (nh? vi?t t�n ngu?n t�i li?u tr�n gi?y b?n n?p). B�o c�o v?i nh�m v? m?c d�ch, ph?m vi, c�ch s?p x?p, vv� c?a ngu?n t�i li?u (n?u d? th?i gian).

14. C�ng ngh? web & D?ch v? tham kh?o: D?ch v? tham kh?o thay d?i k? t? 1980 Suu t?p tham kh?o B�n tham kh?o C�n b? tham kh?o Cung c?p s? hu?ng d?n & h? tr? M?t d?nh nghia m?i v? d?ch v? tham kh?o In order to better understand the effects technology had on reference services, I would like to break the discussion up into some logical categories. When I talk about technological changes, I am mostly talking about the changes computer technology has had on libraries. First I would like to discuss what those changes were. Or, at least the most important changes that took place. And I would like to give you an idea of when these technologies had their first impact on libraries. Next, I would like to break down the effects into some logical areas of reference services: the reference collection, the reference desk, the librarians in the reference department, and reference instruction. Last, I will talk about how all these changes in fundamental aspects of reference services had to be accounted for in the new definition of reference services. In order to better understand the effects technology had on reference services, I would like to break the discussion up into some logical categories. When I talk about technological changes, I am mostly talking about the changes computer technology has had on libraries. First I would like to discuss what those changes were. Or, at least the most important changes that took place. And I would like to give you an idea of when these technologies had their first impact on libraries. Next, I would like to break down the effects into some logical areas of reference services: the reference collection, the reference desk, the librarians in the reference department, and reference instruction. Last, I will talk about how all these changes in fundamental aspects of reference services had to be accounted for in the new definition of reference services.

15. D?ch v? tham kh?o thay d?i k? t? 1980: �?u th?p ni�n 1980 M?c l?c phi?u chuy?n th�nh m�i tru?ng tr?c tuy?n B�y gi? c� ? www Cu?i th?p ni�n 1980 D?ch v? tr?c tuy?n trung gian du?c tri?n khai B�y gi? h?u nhu ho�n t?t Before I go into detail about specific effects technology has had on reference services, I want to talk a bit about the primary electronic products used in reference service delivery and the sequence or order they were introduce in. Reference services has been undergoing rapid and constant changes since the early 1980�s. The first shift came when libraries introduced the online catalog as a replacement for the card catalog. This was a huge shift for librarians as well as users. (I still occasionally get comments from library users about the impact that made on their lives!) Now, of course, as with most reference sources, the access to the book collection is online via the Web, providing access anywhere anytime. By the late 1980�s online databases to documents and articles in journals. They were difficult to search and took a great deal of preparation before searching because the vendors who provided the databases charged by the minute. Searches could be requested by users and the librarian would do the search (after a reference interview and a great deal of preparation). These were called �Mediated Online Services.� Libraries could not afford to let the users do their own search, nor was it practical because a knowledge of the commands and intricacies of each database was necessary for success. Before I go into detail about specific effects technology has had on reference services, I want to talk a bit about the primary electronic products used in reference service delivery and the sequence or order they were introduce in. Reference services has been undergoing rapid and constant changes since the early 1980�s. The first shift came when libraries introduced the online catalog as a replacement for the card catalog. This was a huge shift for librarians as well as users. (I still occasionally get comments from library users about the impact that made on their lives!) Now, of course, as with most reference sources, the access to the book collection is online via the Web, providing access anywhere anytime. By the late 1980�s online databases to documents and articles in journals. They were difficult to search and took a great deal of preparation before searching because the vendors who provided the databases charged by the minute. Searches could be requested by users and the librarian would do the search (after a reference interview and a great deal of preparation). These were called �Mediated Online Services.� Libraries could not afford to let the users do their own search, nor was it practical because a knowledge of the commands and intricacies of each database was necessary for success.

16. D?ch v? tham kh?o thay d?i k? t? 1980: (tt.) �?u th?p ni�n 1990 B? sung co s? d? li?u CD-ROM Ti?p c?n �ngu?i s? d?ng sau c�ng� B�y gi? dang ho�n t?t Cu?i th?p ni�n 1990 Co s? d? li?u tr�n web c� nhi?u Ti?p c?n �ngu?i s? d?ng sau c�ng� D?ng th?c uu ti�n hi?n h�nh Many of the products available online through the mediated searches later became available on CD-ROM with more �user-friendly� search interfaces. This movement towards �end user access� changed the face of reference services a great deal. It now affects every facet of reference librarianship. We�ll talk about that more a bit later. Shortly after the advent of CD-ROM databases, Web-delivered databases were introduced. Their popularity grew rapidly due to the advantages of frequent updates and accessibility. Although CD-ROMs did not go away instantly, their death was anticipated quite early on. Most libraries now only have CD-ROM products for those things they need but cannot get in a Web delivered format (or for those topics that don�t get a lot of use but need to have resources available). It is important to point out here that as each new technology arrived, the old ones didn�t instantly disappear. New ones were added as old ones were still being maintained. Also, each of these steps required libraries to purchase computer equipment, hardware, and software, first for the staff and later for library users. Many of the products available online through the mediated searches later became available on CD-ROM with more �user-friendly� search interfaces. This movement towards �end user access� changed the face of reference services a great deal. It now affects every facet of reference librarianship. We�ll talk about that more a bit later. Shortly after the advent of CD-ROM databases, Web-delivered databases were introduced. Their popularity grew rapidly due to the advantages of frequent updates and accessibility. Although CD-ROMs did not go away instantly, their death was anticipated quite early on. Most libraries now only have CD-ROM products for those things they need but cannot get in a Web delivered format (or for those topics that don�t get a lot of use but need to have resources available). It is important to point out here that as each new technology arrived, the old ones didn�t instantly disappear. New ones were added as old ones were still being maintained. Also, each of these steps required libraries to purchase computer equipment, hardware, and software, first for the staff and later for library users.

17. Suu t?p tham kh?o Suu t?p �thu?ng tr?c� Tuy?n ch?n v� b? sung Kh? nang ti?p c?n ngu?n t�i li?u

18. Suu t?p �Thu?ng tr?c� S�ch so v?i ngu?n t?i li?u di?n t? S�ch hu?ng t?i � tu?ng �thu?ng tr?c� Thay d?i b?n ch?t c?a ngu?n t�i li?u Kh�ng c?m nh?n du?c Kh�ng c� g� l� thu?ng tr?c! Uu ti�n cho ngu?n t�i li?u di?n t? Ngu?i s? d?ng v� c�n b? thu vi?n Before all this change occurred, anyone describing a library would describe a building containing books that provide answers to information needs. Now that computer technology has rocked libraries into two decades of radical change, that description no longer applies. Online resources cannot by their nature be permanent because the beauty of their existence is in their flexibility. In addition, electronic resources are not something you can hold and flip through the pages, nor are they permanent. Databases are created and go away sometimes faster than libraries can sample them. And computer technology is wonderful when it works but I am sure everyone in this room can provide an example of a time when it didn�t. And by their nature, online databases are meant to be impermanent. They are updated frequently, one of their most important advantages! Because online resources have multiplied so rapidly and are being demanded by the users in US libraries, print sources are being overshadowed and replaced by electronic sources. Librarians are making decisions to move funds from book budgets to those for electronic resources based on user demand for online information anytime anywhere. Before all this change occurred, anyone describing a library would describe a building containing books that provide answers to information needs. Now that computer technology has rocked libraries into two decades of radical change, that description no longer applies. Online resources cannot by their nature be permanent because the beauty of their existence is in their flexibility. In addition, electronic resources are not something you can hold and flip through the pages, nor are they permanent. Databases are created and go away sometimes faster than libraries can sample them. And computer technology is wonderful when it works but I am sure everyone in this room can provide an example of a time when it didn�t. And by their nature, online databases are meant to be impermanent. They are updated frequently, one of their most important advantages! Because online resources have multiplied so rapidly and are being demanded by the users in US libraries, print sources are being overshadowed and replaced by electronic sources. Librarians are making decisions to move funds from book budgets to those for electronic resources based on user demand for online information anytime anywhere.

19. Tuy?n ch?n v� b? sung Qu� nhi?u s? l?a ch?n M?t ngu?n t�i li?u tham kh?o c� th? c� nhi?u t�i li?u d? t�y ch?n Giao di?n t�m ki?m kh�c nhau � quy?t d?nh d? truy h?i Ngu?i tuy?n ch?n ph?i d�nh gi� t?t c? Ph?i xem nhu c?u v� k? nang c?a ngu?i s? d?ng sau c�ng Selecting reference sources is the area that has gone through the most change in the past 2 decades. There are quite simply more sources to evaluate and more choices to make. In the past each reference book was a unique source. Today, reference sources (specifically databases) can be purchased through a number of vendors, each of whom have a totally different search interface. Attempting to evaluate each interface and select the most appropriate one for the user group in question, is much more time consuming and downright mind boggling! It is more crucial than ever before to pay attention to the format (or interface) of the source. If users are not able to easily search the database (because the interface is difficult to use) they will not be able to access the information. Therefore librarians spend a lot of time comparing search interfaces and reading articles written by reviewers who have done the same. The end-users� skills and information needs must also be the top consideration for selecting sources. In prior decades, when reference sources were only books in the library, one could count on the guidance and knowledge of a librarian to help you with a particularly difficult source. Now users may be in their own bedroom at midnight when using a reference source! Ease of use is of utmost importance in selecting sources in today�s reference collection. Selecting reference sources is the area that has gone through the most change in the past 2 decades. There are quite simply more sources to evaluate and more choices to make. In the past each reference book was a unique source. Today, reference sources (specifically databases) can be purchased through a number of vendors, each of whom have a totally different search interface. Attempting to evaluate each interface and select the most appropriate one for the user group in question, is much more time consuming and downright mind boggling! It is more crucial than ever before to pay attention to the format (or interface) of the source. If users are not able to easily search the database (because the interface is difficult to use) they will not be able to access the information. Therefore librarians spend a lot of time comparing search interfaces and reading articles written by reviewers who have done the same. The end-users� skills and information needs must also be the top consideration for selecting sources. In prior decades, when reference sources were only books in the library, one could count on the guidance and knowledge of a librarian to help you with a particularly difficult source. Now users may be in their own bedroom at midnight when using a reference source! Ease of use is of utmost importance in selecting sources in today�s reference collection.

20. Tuy?n ch?n v� b? sung (tt.) Gia tang t�i nguy�n �d�ng g�p� �Quy?n ngu?i s? d?ng� kh�ng ph?i �quy?n luu tr?� Khuynh hu?ng v? c?t gi?m ng�n s�ch d�nh cho s�ch Another issue for reference selectors is the increase in sources that are delivered on a subscription basis and not �owned� by the library. This makes it very difficult to provide an archive of information and is something most librarians are concerned about. Since the mission of most libraries is to save and preserve information, it goes against their better judgment to ignore this issue. Solutions are currently being worked out but the problem remains in the minds of most reference professionals. In addition, selectors are having to make difficult decisions about how to allocate the budget for acquisitions. As more subscription databases are purchased, there is less money each year for purchasing books. Most libraries have seriously fallen behind in purchasing new books for their collections (both reference and circulating). Book publishing has not decreased significantly since the advent of the Web but database options have and it is creating a significant challenge to selectors. However, tight budgets and the need to acquire new electronic products have paved the way for many collaborative projects between libraries. Collaboration does not only take place with purchasing databases but also with interlibrary loan agreements and collection development policies. Libraries, by necessity, need to work together to make their collective collections more viable. Another issue for reference selectors is the increase in sources that are delivered on a subscription basis and not �owned� by the library. This makes it very difficult to provide an archive of information and is something most librarians are concerned about. Since the mission of most libraries is to save and preserve information, it goes against their better judgment to ignore this issue. Solutions are currently being worked out but the problem remains in the minds of most reference professionals. In addition, selectors are having to make difficult decisions about how to allocate the budget for acquisitions. As more subscription databases are purchased, there is less money each year for purchasing books. Most libraries have seriously fallen behind in purchasing new books for their collections (both reference and circulating). Book publishing has not decreased significantly since the advent of the Web but database options have and it is creating a significant challenge to selectors. However, tight budgets and the need to acquire new electronic products have paved the way for many collaborative projects between libraries. Collaboration does not only take place with purchasing databases but also with interlibrary loan agreements and collection development policies. Libraries, by necessity, need to work together to make their collective collections more viable.

21. Kh? nang ti?p c?n t�i nguy�n �u?c c?i ti?n nhanh m?t c�ch ?n tu?ng d�nh cho ngu?i s? d?ng �B?t k? noi d�u v� khi n�o� Kh� khan hon cho m?t v�i ngu?i s? d?ng Qu?n l� d?ch v? tham kh?o C�c Thu vi?n qu?n l� v� t? ch?c t�i nguy�n (in ?n v� di?n t?) The advent of computer technology and Web accessible databases have revolutionized access to information. There are no longer barriers of time and space. Users can access it �anywhere anytime� (as long as they have a computer and internet connection). Since most households in the US have such access, there are no barriers at all for the typical library user. However, there are some �issues� for some users, particularly the elderly (who may or may not be willing to jump on board the computer revolution), people with sight disabilities (who may not be able to read a computer screen), and people with limited dexterity or fine motor skills (who find it difficult to type on a keyboard). The access has increased for most, but for some it is as bad or worse than before. Thankfully, we haven�t closed our libraries just yet, and patrons with unique problems can come in or call for help. The mission of a library is to manage and organize information for use. In more recent time this means both print and electronic. Lets look at some of the ways libraries are doing that now�. The advent of computer technology and Web accessible databases have revolutionized access to information. There are no longer barriers of time and space. Users can access it �anywhere anytime� (as long as they have a computer and internet connection). Since most households in the US have such access, there are no barriers at all for the typical library user. However, there are some �issues� for some users, particularly the elderly (who may or may not be willing to jump on board the computer revolution), people with sight disabilities (who may not be able to read a computer screen), and people with limited dexterity or fine motor skills (who find it difficult to type on a keyboard). The access has increased for most, but for some it is as bad or worse than before. Thankfully, we haven�t closed our libraries just yet, and patrons with unique problems can come in or call for help. The mission of a library is to manage and organize information for use. In more recent time this means both print and electronic. Lets look at some of the ways libraries are doing that now�.

22. Kh? nang ti?p c?n t�i nguy�n (tt.) Qu?n l� d?ch v? tham kh?o Thu vi?n qu?n l� v� t? ch?c t�i nguy�n (in ?n v� di?n t?) S? hi?n di?n c?a web ? t?t c? thu vi?n C?ng th�ng tin, tr�nh don, hu?ng d?n, vv.. Th�ch th?c trong vi?c ph�n bi?t gi?a ngu?n t�i li?u mi?n ph� v� thu ph� Nhi?u d? �n s? h�a Tin tu?ng cao c?a ngu?i s? d?ng As a result access to the new technologies, most libraries have created a Web site (web presence) so they can organize and make resources available. Many libraries have created �gateways� (to access subscription databases) and �menus� (to more easily find needed resources) as well as searchable databases containing information about the databases available to them! It is challenging for the librarians to create a visual interface for accessing online sources and also difficult for the users to understand which sources are free and which are not. Because users are not often clear about the differences, many jump to the conclusion that �everything is free on the Web�. This is a difficult educational issue for librarians since the only interaction they may have with such users is through the library�s Web site. Along with organizing information resources, Libraries are creating them too. Digitization projects are quite prevalent in larger libraries with unique collections. These projects are breaking down the barriers to information access and forging new territories in cooperative efforts to increase access to all information. On the downside, users have come to expect instant access to information. They have a low tolerance for malfunctioning equipment or services. The seemingly endless quantities of information available on the Web only serves to encourage the idea that all information is freely available anytime, anywhere. As a result access to the new technologies, most libraries have created a Web site (web presence) so they can organize and make resources available. Many libraries have created �gateways� (to access subscription databases) and �menus� (to more easily find needed resources) as well as searchable databases containing information about the databases available to them! It is challenging for the librarians to create a visual interface for accessing online sources and also difficult for the users to understand which sources are free and which are not. Because users are not often clear about the differences, many jump to the conclusion that �everything is free on the Web�. This is a difficult educational issue for librarians since the only interaction they may have with such users is through the library�s Web site. Along with organizing information resources, Libraries are creating them too. Digitization projects are quite prevalent in larger libraries with unique collections. These projects are breaking down the barriers to information access and forging new territories in cooperative efforts to increase access to all information. On the downside, users have come to expect instant access to information. They have a low tolerance for malfunctioning equipment or services. The seemingly endless quantities of information available on the Web only serves to encourage the idea that all information is freely available anytime, anywhere.

23. B�n tham kh?o B�n tham kh?o th?c s? Tham kh?o b?ng di?n tho?i Tham kh?o b?ng thu di?n t? Tham kh?o b?ng giao ti?p tr?c tuy?n With reference sources moving to online formats, answering reference questions doesn�t necessarily only happen at the library�s reference desk. In fact many libraries have reduced staffing at the reference desk and used that staff to monitor email reference and chat reference. Most libraries in the U.S. offer an email reference service and in most cases, the email questions have increased over time. Although libraries have not abandoned their physical reference desks in the library, staff may check for email reference questions from their office or even from home! As email has become more a part of everyday life, many users feel comfortable asking questions in that manner. A good many libraries, too, are experimenting with Chat Reference. This service provides online help at the time of need and provides yet another avenue for users to obtain help. The majority of libraries that provide this service are participants in a cooperative library project. My library, for example, participates in a state-wide project whereby the libraries take turns staffing the chat reference in-box. These cooperative agreements are the only way libraries can continue to provide their standard quality of service in these changing technological times. With reference sources moving to online formats, answering reference questions doesn�t necessarily only happen at the library�s reference desk. In fact many libraries have reduced staffing at the reference desk and used that staff to monitor email reference and chat reference. Most libraries in the U.S. offer an email reference service and in most cases, the email questions have increased over time. Although libraries have not abandoned their physical reference desks in the library, staff may check for email reference questions from their office or even from home! As email has become more a part of everyday life, many users feel comfortable asking questions in that manner. A good many libraries, too, are experimenting with Chat Reference. This service provides online help at the time of need and provides yet another avenue for users to obtain help. The majority of libraries that provide this service are participants in a cooperative library project. My library, for example, participates in a state-wide project whereby the libraries take turns staffing the chat reference in-box. These cooperative agreements are the only way libraries can continue to provide their standard quality of service in these changing technological times.

24. B�n tham kh?o (tt.) �t c�u h?i hon/ nhi?u th?i gi? hon Nh?ng c�u h?i k? thu?t v� ph?c t?p Ngu?i s? d?ng �t th?y hon As more reference sources became available electronically, reference librarians noticed that there were also fewer questions at the reference desk. Email reference questions increased somewhat but even combined there has still been a decrease in overall questions. It is challenging for the librarians to create a visual interface for accessing online sources and also difficult for the users to understand which sources are free and which are not. Because users are not often clear about the differences, many jump to the conclusion that �everything is free on the Web�. This is a difficult educational issue for librarians since the only interaction they may have with such users is through the library�s Web site. Along with organizing information resources, Libraries are creating them too. Digitization projects are quite prevalent in larger libraries with unique collections. These projects are breaking down the barriers to information access and forging new territories in cooperative efforts to increase access to all information. On the downside, users have come to expect instant access to information. They have a low tolerance for malfunctioning equipment or services. The seemingly endless quantities of information available on the Web only serves to encourage the idea that all information is freely available anytime, anywhere. As more reference sources became available electronically, reference librarians noticed that there were also fewer questions at the reference desk. Email reference questions increased somewhat but even combined there has still been a decrease in overall questions. It is challenging for the librarians to create a visual interface for accessing online sources and also difficult for the users to understand which sources are free and which are not. Because users are not often clear about the differences, many jump to the conclusion that �everything is free on the Web�. This is a difficult educational issue for librarians since the only interaction they may have with such users is through the library�s Web site. Along with organizing information resources, Libraries are creating them too. Digitization projects are quite prevalent in larger libraries with unique collections. These projects are breaking down the barriers to information access and forging new territories in cooperative efforts to increase access to all information. On the downside, users have come to expect instant access to information. They have a low tolerance for malfunctioning equipment or services. The seemingly endless quantities of information available on the Web only serves to encourage the idea that all information is freely available anytime, anywhere.

25. C�n b? thu vi?n tham kh?o ?ng h? t�ch c?c hon Ph�t tri?n nh?ng s?n ph?m hu?ng d?n Thi?t k? v� t? ch?c web nh?ng t�i li?u tr?c tuy?n Ph? d?o C�c kh�a h?c tuong t�c tr?c tuy?n K?t h?p v?i ban gi?ng hu?n Because users are often not eager to ask for help in the library, many libraries are training their staff to be more proactive about helping users. It is often obvious when a user is having difficulty and most librarians endeavor to be aware enough to approach a user who looks confused. In addition, in the reference area that is not visible from the physical reference desk, librarians are designing and maintaining library Web pages, while thinking of their primary users needs. In the best situations, these libraries actually test their products out on a user group to get feedback in the design stage. Web tutorials are extremely popular with libraries. This is one area where instruction can be given without the librarian�s presence. In many universities, students are required to take a course or a tutorial during their freshman year. In addition, some librarians are moving further into the digital age by creating online interactive courses or workshops. These courses are semester length credit bearing courses that teach library skills. Collaboration with discipline faculty at the university level is also becoming a common sight. Most universities offer short mini courses focused to the students research needs for individual courses but there are some librarians who are collaborating with faculty to provide a �lab� for the writing course or for a history course. The students are required to take both courses and the librarian and professor work closely to coordinate their activities with the students for the best possible outcome. These efforts appear to provide fruitful results in the quality of research students produce as a result. Because users are often not eager to ask for help in the library, many libraries are training their staff to be more proactive about helping users. It is often obvious when a user is having difficulty and most librarians endeavor to be aware enough to approach a user who looks confused. In addition, in the reference area that is not visible from the physical reference desk, librarians are designing and maintaining library Web pages, while thinking of their primary users needs. In the best situations, these libraries actually test their products out on a user group to get feedback in the design stage. Web tutorials are extremely popular with libraries. This is one area where instruction can be given without the librarian�s presence. In many universities, students are required to take a course or a tutorial during their freshman year. In addition, some librarians are moving further into the digital age by creating online interactive courses or workshops. These courses are semester length credit bearing courses that teach library skills. Collaboration with discipline faculty at the university level is also becoming a common sight. Most universities offer short mini courses focused to the students research needs for individual courses but there are some librarians who are collaborating with faculty to provide a �lab� for the writing course or for a history course. The students are required to take both courses and the librarian and professor work closely to coordinate their activities with the students for the best possible outcome. These efforts appear to provide fruitful results in the quality of research students produce as a result.

26. C�n b? thu vi?n tham kh?o (tt.) C?n chuy�n gia m?i ��o t?o t?i ch?c ��o t?o v� mu?n ngu?i cho nh?ng ch?c danh ngh? nghi?p m?i Staffing expertise has changed a great deal in the past two decades as well. Librarians fresh out of library school are in high demand, especially if they have been trained well in the online environment (web development). There is a big need for long-term training programs as well as on-going professional development so that librarians who have been at it awhile can catch up and continue to be productive in the new environment. Most reference departments have created a new department called �Library Systems� or �Web Librarian�. These positions are in high demand and because of the rapid changes in technology, the need for training is on-going. This brings me to the downside of all of the technology. Librarians are finding that they have much more to do in the same or less time. There is a considerable amount of �burnout� (people working so hard that they get sick or change professions). Libraries have suddenly become a high-stress environment! Staffing expertise has changed a great deal in the past two decades as well. Librarians fresh out of library school are in high demand, especially if they have been trained well in the online environment (web development). There is a big need for long-term training programs as well as on-going professional development so that librarians who have been at it awhile can catch up and continue to be productive in the new environment. Most reference departments have created a new department called �Library Systems� or �Web Librarian�. These positions are in high demand and because of the rapid changes in technology, the need for training is on-going. This brings me to the downside of all of the technology. Librarians are finding that they have much more to do in the same or less time. There is a considerable amount of �burnout� (people working so hard that they get sick or change professions). Libraries have suddenly become a high-stress environment!

27. Cung c?p s? hu?ng d?n & h? tr? �o�n tru?c c�u h?i Nh?ng nh� chuy�n nghi?p r?i xa, vai tr� hu?ng d?n theo truy?n th?ng (hu?ng d?n t?ng ngu?i m?t) Cung c?p d?ch v? m?i Trong l?p h?c Tr?c tuy?n As I mentioned before, one disadvantage of providing resources online is that you don�t get to know your users or the types of questions they have. Librarians now are forced to anticipate the questions users will have and provide the answers online (and make them visible) so that users will have the help they need when they need it. Professionals are also moving away from the traditional reference desk model of one-on-one help. They still staff the reference desk but they also provide various other methods of instruction, including logically organizing the website so that items can be easily found, providing chat reference, and online FAQs (Frequently Asked Questions). Librarians are also providing help for totally new computerized services that can be a bit technical to explain. This instruction can involve hands-on training, course-related or course-integrated instruction, and Web delivered instruction (as I mentioned earlier). Since the interface for electronic products is controlled by the vendor, not a semester goes by that one product or another doesn�t significantly change their search interface. This means librarians have to revise help guides and online tutorials to reflect those changes. I also mentioned this before but it is worth mentioning again. Many libraries are quite committed to scanning and digitizing their most prized special collections. This work is taking place on a large scale across the country and will greatly enhance user access to rare documents from anywhere in the world. As I mentioned before, one disadvantage of providing resources online is that you don�t get to know your users or the types of questions they have. Librarians now are forced to anticipate the questions users will have and provide the answers online (and make them visible) so that users will have the help they need when they need it. Professionals are also moving away from the traditional reference desk model of one-on-one help. They still staff the reference desk but they also provide various other methods of instruction, including logically organizing the website so that items can be easily found, providing chat reference, and online FAQs (Frequently Asked Questions). Librarians are also providing help for totally new computerized services that can be a bit technical to explain. This instruction can involve hands-on training, course-related or course-integrated instruction, and Web delivered instruction (as I mentioned earlier). Since the interface for electronic products is controlled by the vendor, not a semester goes by that one product or another doesn�t significantly change their search interface. This means librarians have to revise help guides and online tutorials to reflect those changes. I also mentioned this before but it is worth mentioning again. Many libraries are quite committed to scanning and digitizing their most prized special collections. This work is taking place on a large scale across the country and will greatly enhance user access to rare documents from anywhere in the world.

28. Cung c?p s? hu?ng d?n & h? tr? (tt.) T�nh ph?c t?p c?a s?n ph?m tr?c tuy?n Nhi?u t�y ch?n Giao di?n t�m ki?m ph?c t?p Ngu?n th�ng tin kh� x�c d?nh Hu?ng d?n v? Web The complexity of online products is quite a challenge to librarian instructors. There are more options for sources to check and it is difficult to easily explain on a Web page how to go about selecting a database for a particular topic when there are more than 100 databases to choose from. One of the most difficult issues in most academic libraries is designing the Web site in such a way that users can easily find the databases for their discipline. Within that list there may be particular databases that are more relevant for their needs but that is the kind of knowledge most students do not have. And why should they? The intangibility of the electronic sources makes selection a bit more difficult as well. In prior times, they could flip through a book and get a good sense about whether it might be useful for a particular need. Not so with databases! Since we talked a bit about Web instruction in a prior slide, I won�t go into great detail here but this area is one that consumes a great deal of time for librarians and it is hard to see concrete outcomes for the time spent. When a new product is purchased it can throw off the design for the whole page in some cases. And when the page changes, users have a more difficult time finding the sources they are used to. It is also a good idea to spend some time querying users to get their feedback about how the pages are working for them. I mentioned online tutorials and full-length courses but I haven�t mentioned distance education students. This is a huge business in the U.S. Many working people want to upgrade their education and distance education courses (usually online) is the most flexible way to do it. Many universities offer completely online courses to students anywhere, anytime. You could sign up for a course here in Viet Nam, all you need is money. This is all amazing and exciting but how are these students getting access to library materials to do their research and write their papers? In many cases, distance education students don�t even know there are online library options. This is another area where librarians have started being proactive. In making sure materials are sent to distance education students to inform them of the services available to them as students of that university. The complexity of online products is quite a challenge to librarian instructors. There are more options for sources to check and it is difficult to easily explain on a Web page how to go about selecting a database for a particular topic when there are more than 100 databases to choose from. One of the most difficult issues in most academic libraries is designing the Web site in such a way that users can easily find the databases for their discipline. Within that list there may be particular databases that are more relevant for their needs but that is the kind of knowledge most students do not have. And why should they? The intangibility of the electronic sources makes selection a bit more difficult as well. In prior times, they could flip through a book and get a good sense about whether it might be useful for a particular need. Not so with databases! Since we talked a bit about Web instruction in a prior slide, I won�t go into great detail here but this area is one that consumes a great deal of time for librarians and it is hard to see concrete outcomes for the time spent. When a new product is purchased it can throw off the design for the whole page in some cases. And when the page changes, users have a more difficult time finding the sources they are used to. It is also a good idea to spend some time querying users to get their feedback about how the pages are working for them. I mentioned online tutorials and full-length courses but I haven�t mentioned distance education students. This is a huge business in the U.S. Many working people want to upgrade their education and distance education courses (usually online) is the most flexible way to do it. Many universities offer completely online courses to students anywhere, anytime. You could sign up for a course here in Viet Nam, all you need is money. This is all amazing and exciting but how are these students getting access to library materials to do their research and write their papers? In many cases, distance education students don�t even know there are online library options. This is another area where librarians have started being proactive. In making sure materials are sent to distance education students to inform them of the services available to them as students of that university.

29. Cung c?p s? hu?ng d?n & h? tr? (tt.) Kh? nang d?c hi?u th�ng tin Xem x�t ph?n c?ng D?y ngu?i s? d?ng d�nh gi� ngu?n t�i li?u The Information Literacy movement is a relatively new idea (last 5 years or so) that has taken hold in universities. There is a movement to make sure students have a minimum amount of �literacy� (knowledge) in searching for and accessing information. In order to achieve this, there are efforts to provide IL programs to first year students as well as other efforts such as the collaboration with faculty (linked courses), full-length courses, and course-related workshops. Librarian efforts also try to educate faculty and administrators about the need to teach students to be �lifelong learners�. As with the need to have functional, up-to-date equipment in the reference area, there is also a need to have a library classroom (or two) so that online hands-on instruction can happen. This involves finding the space and buying the equipment, which are no easy feat for most libraries. And finally but of utmost importance, teaching students to evaluate the information they retrieve is now of crucial importance. Since most products are online (and most students go to the Web first), they can no longer strictly rely on sources hand-picked by librarians and edited by publishers. They must do this for themselves or the resulting product (paper or research) will be of bad quality. William Katz writes, �When faced with the amount of information available on the Web, one has two options: to be ruthlessly selective or to rely on others to do the filtering for you.� If we can reach them we can teach them to be ruthlessly selective, otherwise we have to hope that they are utilizing our Web page menus and gateways to select sources for their research. The Information Literacy movement is a relatively new idea (last 5 years or so) that has taken hold in universities. There is a movement to make sure students have a minimum amount of �literacy� (knowledge) in searching for and accessing information. In order to achieve this, there are efforts to provide IL programs to first year students as well as other efforts such as the collaboration with faculty (linked courses), full-length courses, and course-related workshops. Librarian efforts also try to educate faculty and administrators about the need to teach students to be �lifelong learners�. As with the need to have functional, up-to-date equipment in the reference area, there is also a need to have a library classroom (or two) so that online hands-on instruction can happen. This involves finding the space and buying the equipment, which are no easy feat for most libraries. And finally but of utmost importance, teaching students to evaluate the information they retrieve is now of crucial importance. Since most products are online (and most students go to the Web first), they can no longer strictly rely on sources hand-picked by librarians and edited by publishers. They must do this for themselves or the resulting product (paper or research) will be of bad quality. William Katz writes, �When faced with the amount of information available on the Web, one has two options: to be ruthlessly selective or to rely on others to do the filtering for you.� If we can reach them we can teach them to be ruthlessly selective, otherwise we have to hope that they are utilizing our Web page menus and gateways to select sources for their research.

30. M?t d?nh nghia m?i c?a d?ch v? tham kh?o �M?t b? ?n ph?m v� t�i nguy�n di?n t? ph�n bi?t r� r�ng du?c c�n b? tham kh?o tuy?n ch?n v� b? sung, du?c trung b�y trong m?t kh�ng gian d? nh?n cho c?ng d?ng ngu?i s? d?ng d?a phuong.� (p. 120, Bopp) �Xem l?i� D?ch v? tham kh?o This is a new definition of reference services that I thought was appropriate. (read it) You might notice that it is very careful to keep the wording flexible enough to cover all possible types of sources and all possible places for reference services to be. I also liked a quote that this next point is based on. It was a bit too long so I thought I would break it up into more easily understood pieces. Rethinking reference services is about reorganizing it (into parts that make sense for today�s needs and with today�s technology). Lets take a look at that idea now� This is a new definition of reference services that I thought was appropriate. (read it) You might notice that it is very careful to keep the wording flexible enough to cover all possible types of sources and all possible places for reference services to be. I also liked a quote that this next point is based on. It was a bit too long so I thought I would break it up into more easily understood pieces. Rethinking reference services is about reorganizing it (into parts that make sense for today�s needs and with today�s technology). Lets take a look at that idea now�

31. Xem l?i d?ch v? tham kh?o T? ch?c l?i d?ch v? tham kh?o �?nh nghia l?i vai tr� c?a c�n b? thu vi?n tham kh?o Ngu?i t? ch?c th�ng tin Ngu?i t?o l?p th�ng tin Ngu?i l�m d? d�ng cho c�ng ngh? Ph�n ph?i d?ch v? qua m?ng In order to keep up with the times, we have to reorganize reference services and redefine the role of the reference librarian. This is currently taking place (and has been for a number of years). Ref librarians are now information organizers (Web pages), information creators (Online tutorials, digitization projects), and technology facilitators (clearing printer jams, rebooting computers, determining what went wrong with a given program...) All of these services are now delivered through a network as well as in a physical space (the library). This is a new age for reference librarians and a very big change indeed for librarians who have been working for 20 or more years. The one advantage I see with librarians here in Viet Nam is that reference services are a fairly new idea to you. You can take the pieces that work well and throw out the rest. You are on the cusp of achieving online access to multiple databases and can take some time before the excitement to think carefully about how to go about providing access to users. And you can begin collaborative efforts with one another to make for better access to quality information for all participants. If I could give you one piece of advice right now about how to proceed it would be to urge you to collaborate with other libraries. The most important outcome for any library is to provide organized access to as much quality information as possible. Since most libraries have small budgets, combining power through collection development, Interlibrary loan and cooperative purchasing agreements is the most practical way to proceed. And in the process, you meet new individuals and learn more about the collections in their libraries. This collaboration cannot help but improve the services and collections of the libraries, but will also promote lasting friendships. In order to keep up with the times, we have to reorganize reference services and redefine the role of the reference librarian. This is currently taking place (and has been for a number of years). Ref librarians are now information organizers (Web pages), information creators (Online tutorials, digitization projects), and technology facilitators (clearing printer jams, rebooting computers, determining what went wrong with a given program...) All of these services are now delivered through a network as well as in a physical space (the library). This is a new age for reference librarians and a very big change indeed for librarians who have been working for 20 or more years. The one advantage I see with librarians here in Viet Nam is that reference services are a fairly new idea to you. You can take the pieces that work well and throw out the rest. You are on the cusp of achieving online access to multiple databases and can take some time before the excitement to think carefully about how to go about providing access to users. And you can begin collaborative efforts with one another to make for better access to quality information for all participants. If I could give you one piece of advice right now about how to proceed it would be to urge you to collaborate with other libraries. The most important outcome for any library is to provide organized access to as much quality information as possible. Since most libraries have small budgets, combining power through collection development, Interlibrary loan and cooperative purchasing agreements is the most practical way to proceed. And in the process, you meet new individuals and learn more about the collections in their libraries. This collaboration cannot help but improve the services and collections of the libraries, but will also promote lasting friendships.

32. Sinh ho?t h?c t?p t?p th? We will do a cooperative learning activity now. I think these activities are important as they build up your skills at communication, interaction, and collaboration. These skills are essential for librarians in the new millennium! We will do a cooperative learning activity now. I think these activities are important as they build up your skills at communication, interaction, and collaboration. These skills are essential for librarians in the new millennium!

33. Ch�ng ta d� h?c g� h�m nay C�ng c? tham kh?o (ti?p t?c) Ngu?n t�i li?u d?a l� Tu li?u ch�nh quy?n Ngu?n t�i li?u th?ng k� C�ng ngh? web & d?ch v? tham kh?o S? hi?n di?n c?a web Tham kh?o thu di?n t? Tham kh?o giao ti?p tr?c tuy?n

34. Ch�ng ta s? h?c g� ng�y mai Ph?ng v?n tham kh?o K? nang ph?ng v?n Lo?i h�nh ph?ng v?n Hu?n luy?n ph?ng v?n Th?c h�nh