Ask a Librarian : Web-Based Reference Question Services

1. A model for Development Ask a Librarian : Web-Based Reference Question Services

2. Introduction • Web-Based Reference Question Services • The Traditional Reference Interview • Communication Barriers • E-mail reference interview • The Triangular Model • Survey of Scandinavian Reference Question Services • A model for Development

3. Web-Based Reference Question Services • Definition • A service introduced on the library’s web site • The patron can submit a question • The question is handled by a human intermediary • Provides an answer directly for the patron • It is an alternative to the traditional reference services

4. The Traditional Reference Interview • Purpose of: • To clarify the information need • To obtain necessary information about the question and the patron • This helps the intermediary to answer the question satisfyingly

5. Communication Barriers • Problems in the reference interview • The nature of the information need • Unclear and vaguely formulated • The patron’s information illiteracy • Lacking knowledge about the library • Lacking understanding of the intermediary

6. Communication Barriers • Overcoming communication barriers • Acting as a catalyst • Using interviewing techniques • Announcing intensions

7. E-mail reference interview • Ability to handle the same kind of questions • Problems interviewing by e-mail • An asynchronic way of communication • Often unstructured • Difficulties in obtain the necessary information • Can be resolved by using a form

8. The Triangular Model Information Literacy Presentation The Patrons’ Information Need Cognitive tools Reference Question Form

9. The Triangular Model : The Patrons’ Affecting Information Need - Information Literacy • Educational level • Knowledge of the Internet • Prior experience with the service • General knowledge of the

10. The Triangular Model : Presentation Affecting Information Literacy - Reference Question Form • Introduction • Explanations • Examples • Communication • Alternatives

11. The Triangular Model : Cognitive tools Affecting Information Need - Reference Question Form • Structure • Interviewing techniques • Examples

12. Survey of Scandinavian Reference Question Services • Evaluation chart based upon the triangular model • Examined all Scandinavian public libraries’ web sites • Found 54 different services of which 15 were chosen • These were categorised in 3 types: • The e-mail pattern • The simple form • The elaborated form

13. Survey of Scandinavian Reference Question Services The e-mail pattern • Provides a mailto-link for submitting the question • Short introduction with little explanation • No structure helping the patron formulating the question • Does not secure the necessary information for the intermediary • Can not replace the traditional reference interview • Will often require additional communication

14. Survey of Scandinavian Reference Question Services The simple form • Provides a text-box for submitting the question • Obtains name and e-mail address • Can included a more detailed introduction • No structure helping the patron formulating the question • Does not obtain all the necessary information for the intermediary • Can not replace the traditional reference interview • Will often require additional communication

15. Survey of Scandinavian Reference Question Services The elaborated form • Provides several text-boxes for submitting the question • Address several aspects of the information need • Includes detailed introductions and explanations • Provides a structure helping the patron formulating the question • Obtains most of the necessary information for the intermediary • Can replace the traditional reference interview to some extent • Does not require additional communication

16. A Model for Development • Existing Scandinavian Web-Based Reference Question Services can be improved • The elaborated form is better off dealing with the patron’s information need and information illiteracy. • The triangular model can be used to developing the elaborated forms