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Internet reference chat – the Phibi adventure

Internet reference chat – the Phibi adventure. Peter.Lindgren@arbetslivsinstitutet.se Swedish National Institute for Working Life www.arbetslivsinstitutet.se/ biblioteket. National Institute for Working Life. National centre of knowledge for issues concerning working life

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Internet reference chat – the Phibi adventure

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  1. Internet reference chat– the Phibi adventure • Peter.Lindgren@arbetslivsinstitutet.se • Swedish National Institute for Working Life • www.arbetslivsinstitutet.se/biblioteket

  2. National Institute for Working Life National centre of knowledge for issues concerning working life Research and development Increased knowledge of and in working life

  3. i

  4. The Library • Staff, collection • National services • Main user groups • Arbline

  5. PHIBI Personlig Hjälp I BIblioteket

  6. WHY?

  7. Need for better and instant user interaction • Putting hidden knowledge on the Internet • Our users already using Internet as a tool for communication • Our website is our first and only contact with many users

  8. Questions and Concerns

  9. Workload and stress

  10. Training and usage • How should we train the librarians? • Staff not getting enough time to learn the new technical issues

  11. What is all about reference ?

  12. Training – skills required • Typing skills • Computer skills - technical • Online skills - tools • Online communication skills – people • Multi-tasking skills

  13. Skills expected • Omniknowledge • Digital legs • Fast, faster …

  14. User Librarian Webbrowser Chat client mIRC Java -applet IRC-server WWW-server Pager Push Queue Log roBot

  15. Setting up a code of practice • Language and ethics • Ambition - what kind of questions do we answer and how?

  16. Usability issues • Users don’t use the common chatroom as we thought they might do • Maximum of two simultaneous users • Time factor important for understanding • Pushing pages

  17. Organisational issues • Difficult to do work that demands concentration at the same time as being on phibi schedule • Schedule – now two hours • Internal communication facilitated • Continous training and awareness of reference tools important

  18. 1 3 706 2 5 8 9 4

  19. ?

  20. Other applications • Classroom chats • Expert chats • As customer support in other library related functions – bookshop … • Building user communities

  21. The networked society • Mobility • Instant access • Always 24 h 7 days a week all year • Information • Education

  22. A Reference Revolution?

  23. THE END

  24. Questions?

  25. Internet reference chat– the Phibi adventure • Peter.Lindgren@arbetslivsinstitutet.se • Swedish National Institute for Working Life • www.arbetslivsinstitutet.se/biblioteket

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