“The library is no longer simply a physical location and collection of physically owned materials, but an entity that encompasses collections of information resources in various formats – print and electronic – that are accessible to the library’s users.”
(Kovacs, 2007, p. 1)
Patron’s reference queries are not solely responded by them approaching a librarian at a reference desk. There have been technological advancements that have changed the way reference questions can be asked and answered. This blog focuses on the technological changes in reference librarianship. Virtual reference: chat, instant messaging (IM) and text messaging (SMS) and Roving and Mobile reference outside the library will be the focus.
VIRTUAL REFERENCE
“Virtual reference is reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. Communication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging.” (ALA Guidelines for Implementing and Maintaining Virtual Reference Services 2008). To this definition, we can also include text messaging (SMS). Virtual reference is a useful to patrons who cannot or do not want to come into the library. “The problem is that virtual reference lacks the advantage of the face-to-face interview where the user’s tone of voice, facial expressions and body language help the librarian to judge whether he or she is communicating well with the user.” (Cassell and Hiremath, 2009, p. 25). Some types of this reference, however, still provide librarians with ways of conducting the reference interview. “Chat, IM (Instant Messaging) reference, and now SMS (text messaging) have considerable potential for the reference interview because they are done in real time.” (Cassell and Hiremath, 2009, p. 25). Let’s take a closer look at these services…
CHAT REFERENCE
This form of virtual reference can provide 24 hour a day access to patrons with questions. “The advantage of chat reference is that the reference interview can be used successfully in this format.” (Cassell and Hiremath, 2009, p. 25). During the chat session, librarians can provide URLs and co-browse as they provide assistance. Users can also receive a transcript of the query session.
While chat has its benefits, the cost-effectiveness of chat reference services can vary drastically from institution to institution (Cassell and Hiremath, 2009, p. 355). Necessary software packages can …“easily cost $2,000-$6,000 per "seat" and, after you add set-up fees and the like, software costs for a single library can run as high as $10,000-$20,000 depending on the product and the con- figuration.” (Arret & Coffman, Part 1, 2004, p 46). That does not take into account any hardware upgrades that could be needed and the time and effort it takes to train staff to use the technology. Given that “… most libraries dedicate a separate staff member or members for virtual reference questions during every hour their chat service is open.” libraries can incur costs staffing the chat terminal (Arret & Coffman, Part 1, 2004, p 46). Given the average rate of six questions per day, the cost per question is quite high (Arret & Coffman, Part 2, 2004, p 53). This problem has can be alleviated when libraries form collaboratives and barter time. An example of this would be Maryland AskUsNow! “…a 24/7 live online interactive service for the residents and students of the state of Maryland.” (Maryland AskUsNow!, 2010).
IM & SMS
Due to nature of software, instant messaging (IM) and text messaging (SMS) are faster than chat. Patrons find asking queries in these formats convenient, fast and anonymous. The types of questions asked during these types of reference services are “…usually ready reference questions, directions, policy information, or URLs.”. It can be hard to tell when query is complete and the librarian may not have contact information to follow up. IM and SMS software include Altarama, AIM and “Text a Librarian” (Cassell and Hiremath, 2009, p. 26).
ROVING AND MOBILE SERVICES
Roving and mobile services have allowed librarians to reach patrons outside the library with the help of laptops and electronic resources. For roving services outside the library, reference librarians carry wireless laptops and tablet PCs in order to make use of electronic databases and online resources. Librarians at Harvard University rove the undergraduate student center. At the University of Montana, librarians are “roving around student dormitories and the student union.” Mobile services allow librarians to set up reference centers outside the library – usually in high volume areas of pedestrian traffic. This has been done at Simon Fraser University where the Bennett Library provides two of these “service stations” (Cassell and Hiremath, 2009, p. 355).
THE FUTURE OF REFERENCE
Cassell and Hiremath (2009, p. 426) believe that “Most library reference work will be transacted virtually in the future.” They project that librarians will spend their time developing tutorials, providing resource utilization instruction, maintaining the library’s website, and planning outreach services in both physical and virtual locations. This is because “Reference in the future will be less attached to a particular location no matter what type of library, but its focus will be user centered.” (Cassell and Hiremath, 2009, p. 426) Similarly, James Rettig recommends that for success in the future, libraries act in response to users’ call for “immediacy, interactivity, personalization, and mobility”. (2003, p. 19) For this to take place libraries must keep their technology current and continue to develop personalized services for users. “Reference service will be integrated and seamless such that it will be provided to match the user’s needs no matter where he or she enters the library’s sphere.” (Cassell and Hiremath, 2009, p. 427)
REFERENCES
American Library Association. (2008). Guidelines for Implementing and Maintaining Virtual Reference Services. Retrieved November 21, 2010 from http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtrefguidelines.cfm
Arret, L. & Coffman, S. (2004). To chat or not to chat — taking another look at virtual reference, part I. Searcher, 12(7), 38-46.
Arret, L. & Coffman, S. (2004). To chat or not to chat; taking yet another look at virtual reference. Searcher, 12(8), 49-56.
Cassell, K. A. and Hiremath, U. (2009). Reference and information services in the 21st century: An introduction. New York, NY: Neal-Schuman Publishers, Inc.
Kovacs, D. (2007). The virtual reference handbook: Interview and information delivery techniques for the chat and e-mail environments. New York, NY: Neal-Schuman Publishers, Inc.
Maryland AskUsNow! (2010). About the service. Retrieved November 21, 2010 from http://www.askusnow.info/about/
Rettig, J. (2003). Technology, cluelessness, anthropology and the memex: The future of academic reference service. Reference Service Review 31(1), 17-21.
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