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The Recent Impact of the Internet on Reference Services

This presentation discusses four recent developments in reference services: AskA... Services, E-mail-based Reference, Chat-based Reference, and the Collaborative Digital Reference Service (CDRS). It provides examples, benefits, and disadvantages of each, and explores the effects of these services on libraries.

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The Recent Impact of the Internet on Reference Services

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  1. The Recent Impact of the Internet on Reference Services Michael SauersPresentation to the Missouri Library Network Corporation16 July 2001

  2. Four Recent Developments • AskA… Services • E-mail-based Reference • Chat-based Reference • The Collaborative Digital Reference Service (CDRS)

  3. AskA… Services • Non-library based • Usually staffed by volunteer subject experts • Most accept questions, decide which to answer, and then post those answers. Not everyone gets a response.

  4. AskA… Services Examples • Ask Shamuwww.seaworld.org/ask_shamu/asintro.html • Ask Dr. Universewww.wsu.edu/DrUniverse/Contents.html • AllExpertswww.allexperts.com • VRD: AskA+ Locatorwww.vrd.org/locator/subject.shtml

  5. AllExperts.com • Expert registers and picks categories • User picks an expert and posts a question • Expert receives an e-mail with the question and a link to the page with the answer options.

  6. AllExperts.com

  7. AllExperts.com • Expert decides whether or not they can answer the question. • Expert responds with the answer. • User receives an e-mail telling them their answer (or other response) is available. • User may leave feedback for the expert.

  8. AllExperts.com login

  9. AskA… Services • Benefits • Questions answered by subject experts • Anonymous from the user perspective • Disadvantages • No clear definition of who is an expert • Time lag up to several days • Little ability for reference interview

  10. E-mail-based Reference • Patron sends an e-mail with a question to the reference department of the library. • Dedicated staff member or team monitors the account’s inbox for new questions. • Librarian finds the answer and sends an e-mail back to the patron.

  11. E-mail-based Reference Examples • Humboldt State University (CA)library.humboldt.edu/infoservices/emailref.htm • Fairfax County Public Library (VA)www.co.fairfax.va.us/library/asklib.htm • New York State Librarywww.nysl.nysed.gov/refserv.htm • Directory of E-Mail Reference Sitesalexia.lis.uiuc.edu/~b-sloan/e-mail.html

  12. E-mail-based Reference • Benefits • Patron does not need to come into the library. • Librarians can take more time to answer a question since the user is not “on hold.” • Disadvantages • Turn around time is usually around 24-hours unless there is a dedicated librarian. • Asynchronous communication not conducive to the reference Interview.

  13. Chat-based Reference • Live • Patron accesses the library’s chat service with their Web browser • Librarian greets the patron and patron asks their question • Reference interview performed as needed

  14. Chat-based Reference • Patron is put on “virtual hold” • Librarian finds the answer and types it back to the patron • Patron disconnects from the chat system

  15. Chat-based Reference Examples • KnowItNow (Cleveland Public Library)www.cpl.org/vrd/vrd.asp • 24/7 Referencewww.247ref.org • Live Librarianwww.suffolk.lib.ny.us/snl • University of PA Biomedical Referencerefchat.library.upenn.edu/refchat-biomed.html

  16. Chat-based Reference • Benefits • Just-in-time online reference • Disadvantages • Patron may need additional technology to access (plug-in) • Connection speed an issue • Current software lacks archiving and searching functions

  17. The Collaborative Digital Reference Service (CDRS) • Sponsored by OCLC and LOC • Library to library reference service • www.loc.gov/cdrs

  18. CDRS • Library registers for the service and fills out a profile • Contact information • Subject areas • Times available • Asking library posts a question to the system

  19. CDRS

  20. CDRS • Benefits • International • Public libraries share their knowledge (local) with academic libraries (research) • Every question sent through the system to date has been successfully answered

  21. CDRS • Disadvantages • Usually a minimum of a 24-hour turn around time • Archive (KnowledgeBase) not yet available • Not yet open to the general public

  22. Effects of these Services • AskA services are popular with the public but are not viewed as serious competition to the library world. • So far, most libraries have reported that the library-to-patron services have had a minimal impact. • CDRS is still in the early stages but participants have had significant success.

  23. Questions?

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