Presentation for Novare Library Services, Feb. 2021

1. Re-Thinking Online Reference:
Providing Services and
Resources to Students During
COVID-19…and BEYOND
Elana D. Karshmer, PhD, MA (LIS)
Head, Information & Research Services
Florida International University | Green Library

2. Introduction:
The
Changing
Reference
Services
Model
• Pre-2021
• Prescriptive > Suggestive
• Move from telling to discussing
• F2F > Remote
• Move from in-person to meeting students where they are
• Static > Roving
• Move from permanent desk to multiple service points
• Technophobia > Technophilia
• Move from avoiding technologies to embracing useful strategies
• Reactive > Proactive
• Move from adjusting to change to anticipating change AND
preferences

3. Pre-
Pandemic
Changes at
FIU
• Increased Online Services
• Chat over F2F
• Anecdotal and Statistical
• Student Preference
• Faculty Preference: F2F
• Text
• Response to SmartPhone usage
• Chat programs include text feature (SpringShare,
etc.)

4. Additional
Changes
• Leveraging Existing Staff
• Roving Reference
• On-the-Spot, Immediate help
• Meet users where they are
• Increases confidence, rapport
• On-Call Reference
• Immediate assistance
• Allows for multi-tasking
• Can be done via phone/online
• Tested reference infrastructure for pandemic

5. Criticisms
• Minimizes role of librarian?
• Rapport, relationship formation
• No 1-1 duplication of services in online
environment?
• Technologies come close, but not the same
• Librarian becomes disconnected
voice/avatar?
• Service position as opposed to educator?
• BUT…what is the alternative????
• Had to be done during COVID-19
• Hard to go back

6. Adapting to
the
Pandemic:
Providing
On-the-Spot
Services
• FIU’s Response
• Minimized F2F reference service
• Increased chat hours
• Asynchronous options
• Created additional FAQs
• Daily Updates on Website
• Tickets through SpringShare
• Zoom Reference
• One-on-One Sessions
• Zoom instructions
• Recorded for future use
• Slack Reference
• Librarians embedded in Slack channel
• Immediate response to questions
• Open to classmates as well

7. Focus on E-
Materials*
• Emphasis on e-collection development when
possible
• Prioritize use of Digital and E-collections
• Use of HathiTrust materials
• Advertise resource
• Explain content/procedures/limitations
• Create process for accessing print materials
when e-version not available

8. Consequences
of New Focus
• E-Materials
• Students expect immediate, 24/7 access to e-
materials
• Faculty expect immediate access to e-material
purchases
• HathiTrust
• Authentication issues for SUS
• Access problems
• Frustrated users
• Restrictions on print material use
• Databases
• Vendors suspect fraud
• Limits on use
• Burden on some departments

9. The New
Normal:
Leveraging
Technology to
Minimize Risk
and Maximize
Service
• Identify new technologies and potential for
use in library setting
• Consider technologies’ burden on systems
librarian and dept.
• Implement technologies with best chance of
success
• Provide highest level of service
• Require least amount of ongoing support
• Easiest to use by groups served
• Offer services comparable to what is being
replaced

10. Technologies
Considered
• Amazon Alexa
• Programmed to answer basic reference
questions
• Intents: If/Then Scripts
• Entities: Thesaurus/Associated Term Entries
• Knowledgebases: Files using CSV or HTML info
• Can be placed at multiple service points
• Interface familiar to most users
• FIU’s version: Deco
• Specific to FIU’s Green Library & Hubert Library

11. Technologies,
continued…
• APIs (Application Programming Interfaces)
• Can be created to communicate information updates
between devices
• Ex: API updates library hours on website each day
based on master calendar
• Users get info once API is created; no expertise
necessary to use
• Expertise necessary to create
• Online Courses (with/without Badging)
• Asynchronous learning opportunities
• University already has support/designers in place
• Virtual Reference Rooms
• Synchronous, chances to interact, ask questions

12. More
Technologies
…
• Google Voice
• Enables phone contact without compromising
personal data
• Social Media
• Push information, announcements, maintain
relationships
• AI (Artificial Intelligence)
• Leverages new technologies
• Appeals to technophiles
• Takes advantage of opportunities to interact at a
distance

13. Other
Service
Options
• Collaborations with Different Departments
• I&RS/Access Services
• Address issues as necessary
• I&RS/Digital Collections
• Access to various collections
• I&RS/Facilities
• Online Reservation Systems
• I&RS/Writing Center
• WC queue on chat

14. Group
Discussion
• Discuss technologies/approaches presented
• Which ones would be easiest to implement?
• Which ones would be hardest to implement?
• Why????
• Do you have any suggestions that might
make implementation easier?
• For your own library/institution
• For other libraries/institutions

15. Finishing
Up…
• COVID-19: opportunity to re-think services
• Pandemic WILL end: what then?
• Which services will we keep?
• Which are reactions to COVID-19 situation?
• What have we learned?
• Does this change reference in a fundamental
way?
• Other Questions/Comments?

16. Thank You!
• Elana Karshmer, PhD, MA (LIS)
Head, Information & Research Services
Florida International University
Green Library
11200 SW 8th St
Miami, FL 33199
ekarshme@fiu.edu
813.928.6780 cell
305.348.8030 office