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The Knowledge Base as an Extension of Distance Learning reference service

The Knowledge Base as an Extension of Distance Learning reference service. April 19, 2012. Today’s presentation. Why this topic? Reference Knowledge Bases Data gathering Results Conclusions Audience Discussion. Embry-Riddle Aeronautical University. Daytona Beach FTE – 4,890

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The Knowledge Base as an Extension of Distance Learning reference service

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  1. The Knowledge Base as an Extension of Distance Learning reference service April 19, 2012 DLS 2012 - Memphis

  2. Today’s presentation • Why this topic? • Reference Knowledge Bases • Data gathering • Results • Conclusions • Audience Discussion DLS 2012 - Memphis

  3. Embry-Riddle Aeronautical University • Daytona Beach FTE – 4,890 • Worldwide FTE – 10,068 • Prescott FTE – 1,654 • Hunt Library • Library for DB and WW • Reference Services • Email • Chat • Telephone • In-Person DLS 2012 - Memphis

  4. Hunt Library reference External guides • Information on the Website • Course assignments • General (e.g., APA) • FAQ’s • Self-Guided Help • Airline Analysis: ASCI/MSA 602 • Frequently Asked Questions (FAQs) • Getting Started with Research • Guide for Writing GCPs and Sample GCP and GRPs • Hunt Library Instructional Publications and Brochures • Library Basic Training • Library Guide • Search This Site • Site Index (Alphabetical) • Site Map • Style Manuals (APA, MLA, etc.) • Welcome to the Library (Video) DLS 2012 - Memphis

  5. Hunt Library Reference drafts • Internal – Reference Drafts in Shared Outlook Account • One librarian culls information from answers to questions • She creates an email draft with a descriptive subject line • Librarians search the drafts for previous or common answers • Copy and paste into new email responses DLS 2012 - Memphis

  6. Is there a knowledge base for us? • Is it practical? • Is it feasible? • Is it something we want or need? • Are there successful examples in the distance learning world? DLS 2012 - Memphis

  7. What is a knowledge base? • A knowledge base is a long-term repository of individual facts that support the performance of individuals within an organization or those served by the organization (Boling, Cai, Brown, & Bolte, 2000). DLS 2012 - Memphis

  8. Library knowledge bases • Predates technological era • Reference card files of common questions in the 19th century • FAQs on early library websites • Compiled information from online reference transcripts • Commercial products • QuestionPoint • Statewide reference consortia (e.g., Florida Ask-A-Librarian) DLS 2012 - Memphis

  9. Research Design & Methodologies • Survey • Offcamp electronic list (732 subscribers) • October, 2011 • Administered by NEFLIN cooperative • Personal Interviews • Volunteered via the survey • By telephone • November, 2011 DLS 2012 - Memphis

  10. Survey Results • Sixty-seven people answered the survey for a response rate of 9.15% • The majority (67%) were from university libraries • The majority (62%) were public services librarians • Sixteen or 24% responded that their library has a reference knowledge base DLS 2012 - Memphis

  11. How the KB was developed DLS 2012 - Memphis

  12. Access to the kb DLS 2012 - Memphis

  13. Why not implement a KB? DLS 2012 - Memphis

  14. Interview results • Ten survey respondents indicated willingness to participate in interviews • Of those, eight or 75% consented to an interview • Two reported their library does not have a knowledge base • Six responded that the library has a knowledge base • Four of those had some level of uncertainty • Types of knowledge bases • Commercial product (internal and external) • Internal blog • Archived email reference transactions (internal) • FAQs (internal and external) DLS 2012 - Memphis

  15. Discrepancy in the findings? • Majority of survey respondents report their library does NOT have a reference knowledge base • Majority of interview participants claim their library has a knowledge base • Interview discussions revealed that many conceive of a knowledge base as a web-based product similar to what companies like Apple have • So 75% of interview participants replied on the survey that their libraries do not have a knowledge base • They reconsidered after discussing the nature of a knowledge base in the interview DLS 2012 - Memphis

  16. Conclusions • Most reference services have a knowledge base • Many are internal • Librarians do not equate a reference knowledge base with those businesses provide • As distance learning grows, how do reference librarians provide service 24/7? • Commercial knowledge base? • Consortial knowledge base? DLS 2012 - Memphis

  17. Audience Discussion • What are • Your Thoughts? • Your Ideas? • Your Experiences? • Other Questions DLS 2012 - Memphis

  18. Contact Information • Anne Marie Casey, PhD • Hunt Library • Embry-Riddle Aeronautical University • 386-226-6593 • caseya3@erau.edu DLS 2012 - Memphis

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