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1 – 10 of over 1000
Article
Publication date: 26 August 2024

Paula R. Dempsey, Glenda M. Insua, Annie R. Armstrong, Holly Joy Hudson, Kristyn Caragher and Mariah McGregor

This analysis of chat reference transcripts assesses differences in how librarians and graduate assistants (GAs) incorporate teaching strategies in responding to chat reference…

Abstract

Purpose

This analysis of chat reference transcripts assesses differences in how librarians and graduate assistants (GAs) incorporate teaching strategies in responding to chat reference inquiries in social sciences, health sciences, humanities, STEM and business/economics at a large, public R1 university in the United States.

Design/methodology/approach

Researchers with disciplinary assignments in five different subject domains conducted qualitative analysis of a purposive sample of 982 transcripts of chat interactions during four semesters in 2021 and 2022.

Findings

Some form of information literacy instruction (ILI) occurred in 58% of the transcripts, with slightly less teaching occurring in social sciences inquiries than in other subject areas. Of transcripts that included teaching strategies, search procedures predominated, followed by a mix of concepts and procedures, and the least with concepts only. Chat providers taught concepts specific to social sciences, health sciences and humanities, but not to STEM or business.

Research limitations/implications

The study compares transcripts at one institution; findings may be most applicable to large, research institutions that seek to incorporate ILI in online reference services.

Practical implications

Chat reference training should include best practices for ILI relevant to specific subject domains for providers without background in those disciplines and recommendations for referrals to subject specialists.

Originality/value

Existing ILI literature does not address the question of how chat providers teach concepts rooted in a specific subject domain or offer a comparison of teaching strategies employed in different disciplines, by librarians versus GAs or staff.

Details

Reference Services Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0090-7324

Keywords

Article
Publication date: 28 November 2023

Clara Turp and Sandy Hervieux

This study aims to determine if automated coding with regular expression is a strong methodology to identify themes in virtual reference chat.

Abstract

Purpose

This study aims to determine if automated coding with regular expression is a strong methodology to identify themes in virtual reference chat.

Design/methodology/approach

The authors used a combination of manual and automated coding of chat transcripts for a period of two years to identify the categories of questions related to the new library system. This methodology enabled them to determine if regular expression accurately identified the topics of chat transcripts.

Findings

They discovered that regular expression is an appropriate method to identify themes in virtual reference interactions. This method enabled them to establish that patrons asked questions related to system changes in the weeks following their implementations.

Originality/value

This study highlights a new methodology for transcript analysis.

Details

Reference Services Review, vol. 52 no. 2
Type: Research Article
ISSN: 0090-7324

Keywords

Article
Publication date: 17 April 2023

Laura Saunders, Rachel Williams, Genevieve Galarneau and Gianna C. Gifford

The purpose of this study was to get a baseline understanding of the state of reference services in urban public libraries in the United States.

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Abstract

Purpose

The purpose of this study was to get a baseline understanding of the state of reference services in urban public libraries in the United States.

Design/methodology/approach

The researchers surveyed all members of the Urban Libraries Council, a network of public library systems in urban centers across the country. The survey asked about their reference services, including how reference is offered, volume and types of questions and staff responsibilities. Participants were also asked how reference has changed in the past 5–10 years and what changes they anticipate in the future.

Findings

This study found that the vast majority of urban public libraries still maintain a physical reference desk, but most also offer reference services in other formats as well. Most libraries have seen numbers of reference questions decline. Reference staff members are engaged in instruction, programming and community outreach as well. Looking ahead, some libraries expect reference questions to continue to decline and demand for virtual services to increase.

Practical implications

Directors and reference staff of public libraries, especially those in urban and suburban settings, will find these results useful for benchmarking against their own experiences and for planning for future changes.

Originality/value

While discussions of changes in reference service and volumes of reference questions are plentiful, as are predictions of how these declines will impact reference services, there is little current research on the actual state of those services. This study fills a gap in the literature by providing a baseline overview of the reference services in urban public libraries.

Details

Reference Services Review, vol. 51 no. 3/4
Type: Research Article
ISSN: 0090-7324

Keywords

Article
Publication date: 7 December 2023

Leanne Bowler, Irene Lopatovska and Mark S. Rosin

The purpose of this study is to explore teen-adult dialogic interactions during the co-design of data literacy activities in order to determine the nature of teen thinking, their…

Abstract

Purpose

The purpose of this study is to explore teen-adult dialogic interactions during the co-design of data literacy activities in order to determine the nature of teen thinking, their emotions, level of engagement, and the power of relationships between teens and adults in the context of data literacy. This study conceives of co-design as a learning space for data literacy. It investigates the teen–adult dialogic interactions and what these interactions say about the nature of teen thinking, their emotions, level of engagement and the power relationships between teens and adults.

Design/methodology/approach

The study conceives of co-design as a learning space for teens. Linguistic Inquiry and Word Count (LIWC-22), a natural language processing (NLP) software tool, was used to examine the linguistic measures of Analytic Thinking, Clout, Authenticity, and Emotional Tone using transcriptions of recorded Data Labs with teens and adults. Linguistic Inquiry and Word Count (LIWC-22), a natural language processing (NLP) software tool, was used to examine the linguistic measures of Analytic Thinking, Clout, Authenticity and Emotional Tone using transcriptions of recorded Data Labs with teens and adults.

Findings

LIWC-22 scores on the linguistic measures Analytic Thinking, Clout, Authenticity and Emotional Tone indicate that teens had a high level of friendly engagement, a relatively low sense of power compared with the adult co-designers, medium levels of spontaneity and honesty and the prevalence of positive emotions during the co-design sessions.

Practical implications

This study provides a concrete example of how to apply NLP in the context of data literacy in the public library, mapping the LIWC-22 findings to STEM-focused informal learning. It adds to the understanding of assessment/measurement tools and methods for designing data literacy education, stimulating further research and discussion on the ways to empower youth to engage more actively in informal learning about data.

Originality/value

This study applies a novel approach for exploring teen engagement within a co-design project tasked with the creation of youth-oriented data literacy activities.

Details

Information and Learning Sciences, vol. 125 no. 3/4
Type: Research Article
ISSN: 2398-5348

Keywords

Article
Publication date: 19 September 2023

Adebowale Jeremy Adetayo

This research aims to explore the integration of Bing Chat, an artificial intelligence (AI)-powered conversational assistant, into academic libraries and its potential impact on…

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Abstract

Purpose

This research aims to explore the integration of Bing Chat, an artificial intelligence (AI)-powered conversational assistant, into academic libraries and its potential impact on reference services.

Design/methodology/approach

This study analyzes existing literature to investigate the integration of Bing Chat in academic libraries. This research focuses on its features, capabilities and implications for enhancing user experiences and addressing information needs.

Findings

The findings highlight that Bing Chat’s conversational interface facilitates more dynamic and context-aware reference interactions, fostering user empowerment and personalized learning pathways. The integration of Bing Chat with existing library resources enhances resource discovery, navigational assistance and engagement with visual content. However, challenges related to accuracy, privacy and algorithmic bias require careful consideration.

Originality/value

This research contributes to the literature by providing an in-depth exploration of Bing Chat’s integration into academic libraries, emphasizing its transformative potential for reference services. This study addresses ethical and social dimensions associated with AI-driven tools in library environments, offering insights into ensuring fairness, privacy and user trust.

Details

Library Hi Tech News, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0741-9058

Keywords

Article
Publication date: 21 June 2024

LiLi Li and Kay Coates

This study aims to explore the capabilities, limitations and potential of ChatGPT applicable to online reference services in academic libraries.

Abstract

Purpose

This study aims to explore the capabilities, limitations and potential of ChatGPT applicable to online reference services in academic libraries.

Design/methodology/approach

This study used the method of qualitative content analytics to assess the general capabilities of ChatGPT applicable in academic libraries. Two experienced academic librarians had face-to-face interactions with ChatGPT by asking ten most common questions often asked by faculty and students at the Georgia Southern University Libraries (https://library.georgiasouthern.edu/). To examine the ChatGPT’s applicability and capability, they also compared the ChatGPT with a popular online chat reference tool called LibChat, which is now widely used in academic libraries in 91 countries worldwide.

Findings

It was found that as an artificial intelligence (AI)-powered real-time chatbot ChatGPT could effectively provide faculty and students with general guidance on locating the needed information resources and services in academic libraries, though its responses might not be accurate or truthful all the time. Embedded into the LibAnswers system of the Springshare’s products (www.springshare.com/libanswers/), LibChat serves as a real-time online chat tool used by academic libraries for reference services, but it is only available during the regular librarians' duty hours. This technical limitation does not meet the dynamic needs of faculty, students, staff, and local community users. Only well-optimized AI-driven chat products like ChatGPT could provide 24/7 online services to support uninterrupted academic library services in the future.

Research limitations/implications

This study only examined the general capability and potential of ChatGPT3.5 in specific subject areas. Additional studies are needed to further explore how the latest capabilities of ChatGPT4.0 or newer version, such as its text-to-image, text-to-speech, text-to-text, text-to-video and Web search, could impact future reference services of academic libraries. ChatGPT’s primary optimization and upgrades in the future may also change and impact this study's findings. The comparison between ChatGPT and LibChat presents a significant breakthrough of the generative AI technology in academic libraries. This comparative study encourages more academic experts, faculty, librarians and scholars to track the advance of generative AI applications, including ChatGPT, adopted in academic learning environments. In addition, the ChatGPT's complete capability and potential enhanced and integrated in the future may go beyond what this study evaluated.

Originality/value

This study examined the strengths and weaknesses of ChatGPT applicable to reference services of academic libraries. Through a comparison between ChatGPT and LibChat, this study suggests that optimized AI online chatbots still have a long way to go to meet the dynamic needs of faculty and students in the ever-changing academic learning environments. To contribute to the existing research literature focusing on the rise of generative AI tools such as ChatGPT, this study provides a valuable reference for the applicability of generative AI applications in academic libraries to promote more library creation and innovation in the coming years of the 21st century.

Details

Information Discovery and Delivery, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-6247

Keywords

Book part
Publication date: 18 September 2024

Joanne Hardman

South Africa lags significantly in mathematics achievement on international benchmarking tests, which has led to several interventions aimed at improving mathematics attainment in…

Abstract

South Africa lags significantly in mathematics achievement on international benchmarking tests, which has led to several interventions aimed at improving mathematics attainment in the country. Drawing on the theoretical work of Vygotsky, Leontiev and Engeström, this chapter reports on one such initiative that implemented computer technology into disadvantaged schools in the apple growing district of the Western Cape. Contrary to expectations, the object of the lesson became control over students' actions, rather than a mathematical object aimed at developing students' understanding of the subject. The teacher adopted what I call a defensive position in relation to the novel technology, tightening pace and sequencing in these lessons. I draw on Ratnam's work into ‘excessive entitlement’ to illustrate that this teacher's defensive posture regarding technology emanates from a need to exert complete power over the content taught in a lesson and leads her to reject the novel technology in favour of traditional methods. While interviews with the teacher in this study indicated that she felt she promoted student dialogue and more symmetrical power relations in her classes through group work, this is not seen in the data. This is explained in relation to teachers' excessive entitlement to ‘owning’ the knowledge in their classrooms through maintaining control over the rules of the system. I pull on Cultural-Historical Activity Theory (CHAT) to illuminate how the activity of teaching in a classroom affords and constrains what the teacher is able to achieve, often making them feel excessively entitled to push back reform.

Article
Publication date: 16 August 2022

Jung Ran Park, Erik Poole and Jiexun Li

The purpose of this study is to explore linguistic stylometric patterns encompassing lexical, syntactic, structural, sentiment and politeness features that are found in…

Abstract

Purpose

The purpose of this study is to explore linguistic stylometric patterns encompassing lexical, syntactic, structural, sentiment and politeness features that are found in librarians’ responses to user queries.

Design/methodology/approach

A total of 462 online texts/transcripts comprising answers of librarians to users’ questions drawn from the Internet Public Library were examined. A Principal Component Analysis, which is a data reduction technique, was conducted on the texts and transcripts. Data analysis illustrates the three principal components that predominantly occur in librarians’ answers: stylometric richness, stylometric brevity and interpersonal support.

Findings

The results of the study have important implications in digital information services because stylometric features such as lexical richness, structural clarity and interpersonal support may interplay with the degree of complexity of user queries, the (a)synchronous communication mode, application of information service guideline and manuals and overall characteristics and quality of a given digital information service. Such interplay may bring forth a direct impact on user perceptions and satisfaction regarding interaction with librarians and the information service received through the computer-mediated communication channel.

Originality/value

To the best of the authors’ knowledge, the stylometric features encompassing lexical, syntactic, structural, sentiment and politeness using Principal Component Analysis have not been explored in digital information/reference services. Thus, there is an emergent need to explore more fully how linguistic stylometric features interplay with the types of user queries, the asynchronous online communication mode, application of information service guidelines and the quality of a particular digital information service.

Details

Global Knowledge, Memory and Communication, vol. 73 no. 3
Type: Research Article
ISSN: 2514-9342

Keywords

Article
Publication date: 31 October 2023

Mir Bahader

This study aimed to examine the relationship between customer relationship management (CRM)-based library services and head librarians' personal and academic variables. The…

Abstract

Purpose

This study aimed to examine the relationship between customer relationship management (CRM)-based library services and head librarians' personal and academic variables. The status of CRM-based library services in the university libraries of Pakistan was also assessed.

Design/methodology/approach

A cross-sectional survey research design and quantitative research approach were applied. A structured questionnaire was emailed to the heads librarians of all university libraries recognized by the Higher Education Commission of Pakistan, and the response rate was 74 percent.

Findings

The analysis showed that a relationship to CRM-based library services was confirmed by the head librarians' age, academic qualification, professional experience, CRM awareness and training. Moreover, several CRM-based library services such as face-to-face interaction, current awareness services, orientation for new users, coordination through e-mail services, special goodwill to regular users, make telephone calls, complaints/suggestions boxes, online services, provision of a conducive learning environment, user education, selective dissemination of information services, users' participation in the collection and service development, ask a librarian services and users' help desk services were currently being practiced by the university libraries.

Originality/value

This study is a valuable resource for developing user-centered library services and culture. Findings are helpful in enhancing CRM applications in libraries and making their users satisfied and loyal. This study makes a significant contribution to the body of literature and knowledge on library CRM.

Details

Library Management, vol. 44 no. 8/9
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 14 August 2024

Adenike Elizabeth Ajisebutu, Adebowale Jeremy Adetayo, Mariam Kehinde Alawiye and Bosede Olufunmilayo Makinde

The purpose of this study is to evaluate the perceived usefulness and satisfaction levels of undergraduate students with respect to university library portal services…

Abstract

Purpose

The purpose of this study is to evaluate the perceived usefulness and satisfaction levels of undergraduate students with respect to university library portal services, specifically within selected universities in South-West Nigeria.

Design/methodology/approach

A descriptive survey research design was used to investigate the perceived usefulness and satisfaction levels among undergraduate students regarding university library portal services. Data were collected through surveys administered to 658 undergraduate respondents across multiple universities in South-West Nigeria.

Findings

The findings indicate that undergraduate students’ top reasons for using the portal were for tasks such as locating research materials, accessing databases, requesting bibliographies and checking the library catalog. Library computers and school information and communication technology center computers were identified as the most preferred access point, followed by computer labs and campus Wi-Fi networks. Undergraduates rated the portals as highly useful, particularly for saving time locating resources, checking material status and patronizing the library. High satisfaction was reported for services such as attending workshops, events and receiving research support through the portals workshops. Moderate satisfaction levels existed for accessing policies/hours, the institutional repository and renewals of books online. A strong positive correlation (r = 0.785, p < 0.05) was found between perceived usefulness and satisfaction.

Originality/value

This study contributes to the understanding of undergraduate students’ perceptions regarding the utility and satisfaction of university library portal services in the context of South-West Nigeria. It underscores the importance of aligning portal services with students’ academic and research needs to enhance overall satisfaction levels. In addition, it provides insights into areas where improvements can be made to further enhance the effectiveness and satisfaction derived from these services.

Details

Digital Library Perspectives, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-5816

Keywords

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