Search results

The purpose of this study is to explore the construction pattern and the difficulties for China to develop virtual reference services (VRS).

The paper first analyzes the definition and features of the digital library, and is followed by an introduction to the development of VRS in China. Through literature search and checking web sites, some 400 documents in CNKI have been analysed on VRS from the period of January, 1990 to June, 2005, and the situation in developing VRS and problems existing in the course of doing it in China have been summarized. On the basis of connecting theory and practice on VRS, the paper provides general tactics on how to develop VRS for libraries in China.

There are some problems existing for China to develop VRS, namely shortage of funds, the information poor, the digital divide, restrictions of information infrastructure, library management, shortage of technical knowledge and user training. The paper projects what may be needed for China to continue its development of VRS in the future. There is a need for appropriate infrastructures, strategies and mechanisms to be established in order to support the diffusion of VRS principles throughout China.

This paper provides some observations and insights on the design and development of VRS in China. It suggests that decision makers in government agencies need to understand the existing gaps in VRS in China. Constructive suggestions are made for China to construct VRS and improve the service level.

Libraries and librarians must adapt their services and products to the evolutions of the information society, and more precisely to users' needs. Virtual reference desks are new online services developed by libraries, and this paper aims to give the example of SwissInfoDesk, the VRD of the Swiss National Library, launched in 2003.

After a short introduction on differences between virtual reference desks in North America and in Europe, the main approach is a focus on how SwissInfoDesk is built and developed, considering users' interests with a proposed list of topics on Switzerland.

The most significant differences between SwissInfoDesk and other VRDs are the multilingual aspects (four languages are represented) and the link between a directory of selected Swiss official websites and the reference desk itself.

SwissInfoDesk illustrates the ongoing changes in reference work and the new dimension of communication between information specialists and information‐seekers.

This study aims to investigate the different channels reference librarians receive reference inquiries from patrons in university libraries in Nigeria.

A questionnaire was used to collect data on the various channels through which reference librarians received reference inquiries in Nigerian university libraries. The questionnaire was administered using an online method.

It emerged that the face-to-face traditional reference desk was rated as the highest channel through which librarians receive reference inquiries in Nigeria, followed by library Facebook page and phone/short message service (SMS). Instant messaging (IM) and e-mail were identified as the least used channels by the patrons. The challenges mentioned include the absence of policy statements concerning virtual reference services; the lack of information and communications technology (ICT) skills on the part of librarians; slow Internet connectivity; power failures; management’s lack of support for emerging technologies; IM’s limitations; user’s expectations of instant answer; inarticulate requests; and lack of adequate current reference materials.

The findings are from a small sample size; therefore, the findings may not be substantial enough to generalize. Further study is necessary to determine if these results are consistent throughout other university libraries in Nigeria.

The findings will inform university libraries in developing countries that are planning to adopt virtual reference services to deliver reference services to users anywhere, anytime.

The Saab Medical Library (SML) developed its virtual medical library site in 1997. The spread of the Internet prompted its development, in addition to continuous requests from users to provide such a service for 24 hours a day, seven days a week. The virtual library is dynamic, growing and changing continuously, and the role of the traditional reference librarian and the end‐user education programs had to change to fit this borderless library. This paper discusses the aim, preparation, problems and lessons learned after three years of the user education program in a virtual library setting, and how reference work had to change to satisfy the needs of both the system and its users. The reference librarian has to carry out a smooth transition to a virtual library and help users cope with the technological changes. Training at the SML, as in any academic library, aims at teaching how to retrieve information rather than providing answers. This training is presented in different forms such as orientation sessions, seminars, and course‐related instruction, in addition to Web‐based instruction. In a virtual setting, reference librarians should act both as educators and consultants for end‐users, advising them on the search strategy as well as the software set‐up. The “Lebanese Corner” and an e‐reference service were added to complete the picture of this virtual library. This change had advantages and disadvantages for the users.

The purpose of this research is to determine whether instruction would be welcomed by instant messaging (IM)/chat users, whether instruction is possible in this medium, whether it can be effectively provided, and if the use of co‐browsing enhances learning.

Two studies were conducted in which IM/chat reference transcripts were analyzed and patron surveys collected. This research paper compares results from these studies, the first based on use of text‐only IM software, the second using commercial chat software with a co‐browse feature.

Findings indicate that patrons welcome instruction, whether they ask for it or not, and are satisfied with chat/IM as an instructional medium. Librarians usually provide instruction, though they are more likely to do so if patrons ask for it, directly or indirectly. Co‐browsing was used little and did not increase the amount of instruction provided. Patron question format had an impact on the likelihood of co‐browsing. Despite a high rate of technical difficulties, co‐browsing was very well received by survey respondents.

Findings suggest more training on the importance of instruction in virtual reference is needed.

Providing instruction via reference is an established practice at the physical reference desk, yet few studies of instruction in virtual reference have been conducted and none on co‐browsing as an instructional tool. This study addresses the need for research on instruction in the virtual reference environment.

For student reference supervisors and trainers, it is crucial to understand the characteristics of the millennial worker and how we can effectively train student reference employees in virtual reference. The purpose of this paper is to present best practices for training the millennial generation of reference workers on virtual reference.

This paper is a combination of a case study and theoretical approach including a literature review of “computer mediated communication” (CMC) theory as well as Reference and User Services Association (RUSA) best practices. This paper describes the creation of a training manual for the millennial student who works in reference and are the primary respondents to instant messaging.

This project describes why it is necessary to train millennial student reference employees differently than librarians or paraprofessionals when dealing with virtual reference.

This paper presents practical training techniques that are grounded in two major communication theories: politeness theory and CMC theory and applies these theories to the practical training of the millennial student.

The library atmosphere is a very social one with several different types of communication methods. Many academic libraries use student employees to staff some of the high traffic public service points. In order to better treat our patrons and maintain a professional atmosphere, it is critical that we train students to leave behind their student mentality when working and to become more professional. It is a question of re‐conditioning the student employee from their more comfortable social methods of communication to that of what patrons expect.

This paper presents the benefits of having a specific training approach when supervising the millennial student reference worker, particularly when it comes to training for instant messaging/chat reference services.

The US Department of Energy (DOE) Energy Library uses Library Systems & Services’ (LSSI) Virtual Reference Desk (VRS) to provide live reference via the Internet. Energy Library reference librarians use VRS to conduct reference interviews by chat, take the patrons to or send Web pages, collaborate on questions, and provide transcripts for patron follow‐up. VRS allows the reference librarians to reach those who cannot or do not come to the library and makes the librarian a reference resource for a wider audience. The Energy Library VRS patrons and their questions have transitioned from mostly DOE headquarters employees looking for codes, policies and similar documents, to mainly non‐DOE people seeking information, increasing the diversity of reference skills needed.

The authors report on an initiative being carried out by the Toronto Public Library to create the Virtual Reference Library, in this way conserving and extending existing library expertise within a virtual setting. The first service to be offered, a Dewey application called Science Net, is described in terms of its origin, purpose, and design. In the second part, we discuss the VRL as a whole and describe its precursor service, WorldVue. We set out the aims of the VRL, touching on the basis for its funding, dealing at some length with its technical aspects, and providing an overview both of the progress made to date and the project’s future direction.

Virtual Reference Desks are new online services developed by libraries and this paper aims to give the example of SwissInfoDesk, the VRD of the Swiss National Library set up in 2003. The main approach is a focus on how SwissInfoDesk is built, maintained and developed, considering users' interests with a proposed list of topics on Switzerland. The most significant differences between SwissInfoDesk and other VRDs are the multilingual aspects (four languages are represented) and the link between a directory of selected Swiss official websites and the reference desk itself. The user can search by himself or address his request to the desk. SwissInfoDesk illustrates the ongoing changes in reference work and the new dimension of communication between information specialists and information‐seekers.

After a short introduction on website subject gateways and virtual reference desk, the main approach is a focus on how SwissInfoDesk is built, maintained and developed, considering users' interests with a proposed list of topics on Switzerland.

The most significant differences between SwissInfoDesk and other VRDs are the multilingual aspects (four languages are represented) and the link between a directory of selected Swiss official websites and the reference desk itself.

SwissInfoDesk illustrates the ongoing changes in reference work and the new dimension of communication between information specialists and information‐seekers. The projects to develop SwissInfoDesk in the future are given. The marketing policy is an important part of this development, joined to cooperation and partnership in Switzerland and in Europe.

Enabling technologies have led to the transformation of library services from traditional services incorporating card catalogs, printed books and periodicals, bibliographic instruction, in‐person/face‐to‐face reference, to new services and delivery modes incorporating: electronic collections, such as e‐books, e‐journals and databases; virtual reference services, and other online services. Innovation of new services that are peculiar to the online/Web environment is the trend in modern electronic libraries. During the last decade, many libraries, particularly those serving academic communities, have witnessed the emergence of new service paradigms in areas of information access and delivery, reference, instruction, technology facility and support to patrons. Libraries continue to harness new technologies to offer services in innovative ways to meet the changing needs of their patrons. This paper explores some of these emerging service paradigms in electronic libraries. The concept of “service paradigm” in this paper is used to refer to predominant service patterns.