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Digital/Virtual Reference

Digital/Virtual Reference. IS 530 Fall 2009 Dr. D. Bilal. What is Digital/Virtual Reference?. A reference service that uses computer and communications technology to provide reference service to patrons anytime and anywhere. Types of digital reference include:

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Digital/Virtual Reference

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  1. Digital/Virtual Reference IS 530 Fall 2009 Dr. D. Bilal

  2. What is Digital/Virtual Reference? • A reference service that uses computer and communications technology to provide reference service to patrons anytime and anywhere. • Types of digital reference include: • Asynchronous digital reference • e-mail and Web-form questions, in which the patron submits a question and the librarian responds at a later time. • Synchronous digital reference • chat and voice over IP, in which the patron and librarian communicate in real time. Source: Library of Congress (http://www.oclc.org/questionpoint/about/virtual/default.htm)

  3. Types of Digital Ref. Services • Text-based • SMS, IM, AIM, Skype, MeeboMe, etc. • More is found at http://www.libsuccess.org/index.php?title=Online_Reference • Class Activity #1: Use the link and explore the different types offered.

  4. Types of Digital Ref. Services • Meebo instant messaging • Monitors all of these four services simultaneously: • Yahoo • AIM (AOL) • Myspace • MSN • Class Activity #2: visit this site http://www.meebo.com/index-en.html.php

  5. Types of Digital Ref. Services • Synchronous Web-based • Chat using commercial applications • Examples: • QuestionPoint • http://www.questionpoint.org • QuestionPoint Co-op • http://wiki.questionpoint.org/24+7+Coop+FAQs • LiveAssistance • http://www.liveassistance.com/liveassistance.php • DigiChat • http://www.digichat.com

  6. Synchronous Web-based • LSSI • DigNet.com • NetAgent • ChatSpace • ConferenceRoom • OnDemand • LivePerson • RefStart (in Beta testing) –virtual ref. with social media http://www.textalibrarian.com/mobileref/tag/virtual-reference-software/ • Ask US 24/7

  7. Synchronous Web-based • These applications resemble reference desk assistance. • Functionality • chat, co-browsing of web pages, webpage and document pushing, customization of pre-scripted messages, storage of chat transcripts, and statistical reporting.

  8. Freeware Digital Ref. Software • Livezilla • Freeware (partially open source) • Highly recommended by many librarians • Can be downloaded from • http://www.livezilla.net/home/en/#

  9. Digital Reference Sources • Vitrual Reference Shelf (Library of Congress) http://www.loc.gov/rr/askalib/virtualref.html#encyclopedias • Librarian’s Internet Index (LII) • Ready Reference and Quick Facts http://lii.org/pub/topic/reference • Refdesk.com http://refdesk.com

  10. ASK US24/7 • Global, cooperative service staffed by reference librarians from New York State libraries and other states and countries. • Activity #3: Visit the site http://www.questionpoint.org/crs/servlet/org.oclc.admin.BuildForm?&page=frame&institution=13235&type=2&language=1

  11. QuestionPoint Ready Reference Links • QuestionPoint wiki has links to ready reference sources • Sources selected by librarians • Visit the sources at • http://wiki.questionpoint.org/24+7+Coop+FAQs

  12. Other Free Chat Q&A Services • Yahoo Answers http://answers.yahoo.com • Ask.com http://www.ask.com • Ask Earl.com (for kids) http://kids.yahoo.com/ask_earl • Internet Public Library (IPL) http://www.ipl.org • VRD Center http://vrd.askvrd.org/index.asp?rid=2863&cat=1475 • Links to many fee-based services • Links to Ask.com, Expert.com, and more • Not as good as ASK US 24/7

  13. Watch this Short Video:Now Your Library is Open Late • Excellent advertising of virtual reference using a short video • QandANJ.org (Questions and Answers at New Jersey Public Library) • Watch the video at http://www.youtube.com/watch?v=ocLdyeAqUmg&NR=1

  14. ALA/RUSA Guidelines • Guidelines for Implementing and Maintaining Virtual Reference Services http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtrefguidelines.cfm • How to prepare for virtual ref. services • Dealing with clientele • Facilities • Privacy • Other matters

  15. Issues • Privacy • Patrons’ chat transactions • See RUSA Guidelines • Cost • User mediation • Staffing • Who is allowed to use the service at your library?

  16. Listserv • The Virtual Digital Reference • A listserv for digital reference. • To subscribe, send an e-mail message to: LISTSERV@LISTSERV.SYR.EDU In the first line of the message, type: SUBSCRIBE DIG_REF Firstname Lastname

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