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Libraries: Reference Services in a Virtual Context
- 1. Libraries: Reference Services in a Virtual Context Jennifer M. Pettigrew Professor Jose Sanchez LIS 17:610:550:02 December 10, 2009 [email_address]
- 2. Generations Online in 2009 , Pew Internet & American Life Project (p. 5) Population Internet Use Instant Messaging Ages 12 to 17 93 percent 68 percent Ages 18 and older 74 percent 38 percent
- 3. How do these statistics impact libraries?
- 8. Meebo Me AIM WIMZI
- 10. Benefits Drawbacks Live interaction with user (synchronous communication) Lack of visual and non-verbal cues to aid reference interaction Basic versions are Free! Only one person can log on to an account at one time Interact with multiple users in different chat windows (5 to 100 private interactions) Overwhelming/difficult to manage, esp. for individual librarian new to technology Customize widget (name, size, color) Does not automatically archive transcripts for future analysis or track usage patterns Displays status availability (online/offline) Cannot store messages if offline Users do not need to download IM software, create IM accounts, etc. (ease of use & convenience)
- 11. Rutgers, “Ask a Librarian”
- 12. Yale University Libraries, “Asklive”
- 14. CSUF: Results Meebo Me QuestionPoint Number of Questions 833 531 Most Common Question Type Research Assistance (40.02 percent) N/A Transaction Time 10 minutes of less (83.19 percent) 20+ minutes (66.63 percent)
- 19. References About Adium. (Updated 2009). Retrieved December 9, 2009 from Adium Wiki: http://trac.adium.im/wiki/AboutAdium About Google Talk chatback badges. (2009). Google. Retrieved December 9, 2009 from, http://www.google.com/support/talk/bin/answer.py?hl=en&answer=86171 About MSN Messenger. (2009). MSN-WindowsMessenger.com. Retrieved December 9, 2009 from, http://www.msn- windowsmessenger.com/index.htm About Pidgin. (nd). Pidgin. Retrieved December 9, 2009 from, http://pidgin.im/about/ About Plugoo. (2008). Plugoo. Retrieved December 8, 2009 from, http://www.plugoo.com/faq.php AIM. (2009). AOL LLC. Retrieved December 9, 2009 from, http://dashboard.aim.com/aim AIM WIMZI Widget. (2007). AOL LLC. Retrieved December 9, 2009 from, http://wimzi.aim.com/ AOL Mail. (nd). AOL LLC. Retrieved December 9, 2009 from, http://webmail.aol.com/Welcome.aspx?sitedomain=sns.webmail.aol.com&lang=en&locale=us&authLev=0&siteState=ver%3a4|r t%3aSTANDARD|at%3aSNS|ld%3awebmail.aol.com|uv%3aAOL|lc%3aen- us|mt%3aAOL|snt%3aScreenName|sid%3aa8bd558c-ec21-466c-86af-dec77efa8c90&offerId=mail-first-en-us&seamless=novl Arnold, J. & Kaske, N. (2005). Evaluating the Quality of a Chat Service. Libraries and the Academy, 5 (2), 177-193. Retrieved from http://muse.jhu.edu/journals/portal_libraries_and_the_academy/v005/5.2arnold.html Bell, S.J. & DeVoe, K.M. (2008). Chat Widgets: Placing Your Reference Services at Your User’s Point(s) of Need. The Reference Librarian, 49 (1), 99-101. doi:10.1080/02763870802103936 Breitbach, W., Mallard, M., & Sage, R. (2009). Using Meembo’s embedded IM for academic reference services. Reference Services Review, 37 (1), 83-98. doi: 10.1108/00907320910935011 Cummings, J., Cummings, L., & Frederiksen. (2007). User Preferences in Reference Services: Virtual Reference and Academic Libraries. Libraries and the Academy, 7 (1), 81-96. Retrieved from http://muse.jhu.edu/journals/portal_libraries_and_the_academy/v007/7.1cummings.html
Notas do Editor
- For my final paper I decided to research to use of virtual reference services in libraries and their impact on the reference interview. I am interested in a career in reference librarianship, so I decided to learn about the technologies used to communicate with library users in a virtual context.
- These statistics show that many Americans, especially the younger generation, is using the Internet as a source of communication.
- Librarians need to learn how to transfer their FtF reference skills to the virtual context to reach people searching for information on the Internet and that are not able or prefer not to visit the librarian at the reference desk for help.
- Stepping off point from which librarians can learn how to transfer their reference skills to a virtual context.
- The following are a list of general benefits and drawbacks to incorporating chat widgets into a library’s virtual reference services.