The chat reference interview: seeking evidence based on RUSA's guidelines
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Purpose The purpose of this paper is to compare established reference interview guidelines (RUSA) with actual reference provider behaviors in remote reference transactions. The data is used to argue that specific reference interview “best practice standards” should be developed for remote access reference services. Design/methodology/approach Remote reference transactions were examined for evidence of adherence, or not, to the RUSA guidelines and behaviors. The transcripts were also coded for showing evidence, or not, of user satisfaction. Findings Data from 1,435 virtual reference transcripts shows that in 82 percent of the reference sessions the user found the information needed. Analysis also shows that librarian compliance with RUSA‐recommended reference interview behaviors, especially in the areas of listening/inquiring and searching is frequently poor – possibly due to time constraints. Research limitations/implication This study adds to the empirically‐based knowledge on the reference interview process and virtual reference services. Practical implication Reference policies and procedures can be modified to accommodate patrons based on type of reference access. Education and training of reference staff can be customized to meet patron needs. Originality/value This paper develops a methodology for evaluating the reference interview in a virtual reference transaction and suggests modification of the RUSA reference interview guidelines for remote access reference services.Keywords:
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Purpose The purpose of this paper is to compare established reference interview guidelines (RUSA) with actual reference provider behaviors in remote reference transactions. The data is used to argue that specific reference interview “best practice standards” should be developed for remote access reference services. Design/methodology/approach Remote reference transactions were examined for evidence of adherence, or not, to the RUSA guidelines and behaviors. The transcripts were also coded for showing evidence, or not, of user satisfaction. Findings Data from 1,435 virtual reference transcripts shows that in 82 percent of the reference sessions the user found the information needed. Analysis also shows that librarian compliance with RUSA‐recommended reference interview behaviors, especially in the areas of listening/inquiring and searching is frequently poor – possibly due to time constraints. Research limitations/implication This study adds to the empirically‐based knowledge on the reference interview process and virtual reference services. Practical implication Reference policies and procedures can be modified to accommodate patrons based on type of reference access. Education and training of reference staff can be customized to meet patron needs. Originality/value This paper develops a methodology for evaluating the reference interview in a virtual reference transaction and suggests modification of the RUSA reference interview guidelines for remote access reference services.
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Purpose The purpose of this paper is to provide an overview of how reference service is provided in the 3D virtual world, Second Life (SL), and to further the professional understanding of the newest reference “frontier” and its impact on the library reference world. Design/methodology/approach A survey study was conducted to examine the nature and practice of reference service provided by volunteer reference practitioners in SL. Different aspects of SL reference were studied, including types of reference questions, types of reference sources, communication methods, reference competencies and differences between SL reference and real life reference. Findings The paper reveals that, as an independent service point, the SL reference desk serves mostly SL‐related information needs and reference librarians rely heavily on their personal knowledge to answer users' questions. One distinct feature of the SL reference desk is its social nature. It functions both as a place for social gathering and a place for information and reference service. Practical implications This study investigates various aspects of SL reference service and introduces the new reference development to a larger audience. Findings from this study will help practitioners who are interested in adopting new technologies in reference work obtain a thorough understanding of SL reference and its value to their respective communities, and hence, design better virtual services for users. Originality/value This study is the first study to systematically examine reference activities in SL and present in‐depth views on the nature and practice of SL reference.
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This thesis presents a new way of providing library users with reference services, namely chat (text based digital reference service in real time). Our research questions focus on the role of reference service, a comparison of chat reference to other reference forms, and the interest for real-time, digital reference. Our literature review covered the areas of digital reference and reference theory, the results of which showed that an ongoing debate hardly exists among Swedish librarians on the topic of reference work. We interviewed librarians from the three different Swedish chat reference projects existing at the time of our study. Most interviewees were very positive about chat reference. However, in chat reference many librarians seemed to leave out the reference interview, which is essential in reference work. It is unclear if this is because the librarians are not used to the communication pattern of chat. We also found that the chat reference projects were lacking in goal descriptions. If a library wants to make an evaluation of its chat reference trial period, it is necessary to set concrete goals. Our conclusion is that libraries and their users will benefit from chat reference, as today most information is provided by way of computers and the World Wide Web. Moreover we concluded that it is necessary for librarians to have better knowledge of communication theory, both in regular reference services and in chat reference. Chat will not replace any other form of reference service. Traditional and digital forms will continue to exist alongside each other.
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음장의 공간적 변환(Spatial Transformation of Sound Field; STSF)기법의 주요 원리를 간단히 소개한 뒤, STSF에서 Reference 신호의 사용을 보다 상세히 취급하고자 한다. Reference의 보통의 형태(표준 Reference)는 음장 모델에 포함될 전체음장의 일부분, 즉 이 Reference의 연관이 있어 포함될 부분을 결정한다. 결국 한 개 의 표준 Reference는 항상 적용되어져야 한다. 2번째 Reference의 형태(삭제용 Reference)는 모델로부터 원치 않는 무관한 음장성분을 제거하는데 적용된다. 이 Reference와 밀접한 음장 부분이 모델로부터 제거될 것이고, 그렇지 않는 경우는 포함된다. 실제 예에서는 삭제용 Reference가 암소음의 억제와, 음원의 어떤 독립 적인 성분의 억제를 위해 어떻게 적용되는가를 보인다.
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There is a paradigm shift in progress in reference collections affecting the content, format, and use of reference materials. This shift is a result of changing formats for reference products, and it presents challenges to traditional reference services. In order to better understand where reference collections are heading, we must take a look back to see how we got here. This chapter defines a reference paradigm, looks at the history of reference in libraries, and examines the shift from both a reference library product and reference service perspective. It also describes how major changes have impacted traditional reference titles and how libraries and users have adjusted to those changes.
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Digital reference services are kind of new model of reference services under the networked environment.It is different from those of the traditional library.According to the development of the digital reference services,this paper discusses the concept and connotation of the digital reference,digital library effects to the reference services,and the model of the digital reference services,problem and countermeasures.
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The growing trends of tiered reference, roving librarians, and virtual reference offer academic libraries several options for providing the most effective reference service. Increased enrollment at community colleges has prompted a reconsideration of how librarians can balance reference, teaching, and faculty responsibilities. This article presents a case study of the Evelyn S. Field Library's implementation of a holistic reference format, blending the referral system of tiered reference with the roving librarian concept to remove full-time faculty librarians from the traditional reference desk, increase the amount of time chat reference can be offered, and create a more effective environment for in-depth reference and research assistance.
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The following article is the first in an ongoing series entitled “Perspectives from the Developing World,” giving voice to authors beyond Europe and North America.The concept of reference has greatly changed because of the increasing digital presence of reference material. The advent of mobile communication systems and the need for getting correct reference on the move has prompted many libraries to offer mobile related services. Most of the reference sources are now available as mobile-specific products, but there is no comprehensive single mobile interface that can be called as an alternative to the traditional reference desks. This article looks at the evolution of reference services over the years with special reference to creating a mobile reference application for an academic library taking the University of Swaziland Library as a case study.
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* Preface * INTRODUCTION TO PART I * Digital Reference: An Overview * POINTS OF VIEW * Virtually Yours: Thoughts on Where We Have Been and Where We Are Going with Virtual Reference Services in Libraries * The Digital Reference Fallacy * Bad Moon Rising: A Candid Examination of Digital Reference and What It Means to the Profession * OPERATION PRINCIPLES AND AIDS * Mediated Online Searching and Digital Reference * Stocking the Virtual Ready Reference Collection * A Checklist for Starting and Operating a Digital Reference Desk * CHAT SERVICES * Hurry Up and Wait: Observations and Tips About the Practice of Chat Reference * Communication Strategies for Instant Messaging and Chat Reference Services * Real-Time Chat Reference and the Importance of Text-Chat * INTRODUCTION TO PART II * Opportunities For Real-Time Digital Reference Services * ACADEMIC LIBRARIES * Usage and User Analysis of a Real-Time Digital Reference Service * Going Where The Students Are: Live/Web Reference At Cal Poly Pomona * Virtual Reference at Duke: An Informal History * Evaluating Online Real-Time Reference in an Academic Library: Obstacles and Recommendations * Our Experience with Two Virtual Reference Services at IUPUI University Library * KANAnswer: A Collaborative Statewide Virtual Reference Pilot Project * Virtual Reference Services: The LSU Libraries Experience * Ask a Penn State Librarian, Live: Virtual Reference Service at Penn State * Chat Reference: One University's Experience * PUBLIC LIBRARY * Going It Alone: Can a Small/Medium-Sized Library Manage Live Online Reference? * Index * Reference Notes Included
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