Ask Scotland
Encyclopedia
Ask Scotland is a Virtual reference
service run by Scottish libraries which allows users to contact a librarian directly using one of several online methods of communication regarding a query. The librarian receives the query, researches the topic using resources and expertise available to them and then contacts the user with a personalised response.
The service is staffed by librarians, library assistants and trainee library professionals who volunteer their time to answer queries submitted online, and are sourced from participating local councils in Scotland.
In 2010 the live chat feature was added to the Scottish service.
and Scottish Poetry Library
to their reference facility so that enquiries of a more specific nature can be dealt with by librarians with relevant expertise. They encourage users to enter reference queries regarding these areas in any of the normal methods, and that their question will then be passed on to librarians who are best qualified to help.
It is intended that questions shall be answered within 48 hours of submission.
The Live Chat feature is only available within regular operating hours, but questions may be submitted at any time via email, or may search the Answerbase for similar queries at any time.
If unable to respond to the query within 48 hours the librarian must contact the user to inform that further research is being conducted. The librarian may also ask the user for further information regarding their query to aid with research. The librarian may refer queries to another partner if their resources are unable to satisfy the query, or to one of the specialist area librarians in the network if deemed relevant.
Question Point also offers a knowledge base which deposits previously asked and answered questions for reference. This knowledge base is contributed to by over 500 library services that currently use the Question Point management system. This service is searchable and offered by Ask Scotland under the name Answer Base.
A new feature has been added to the Question Point system which allows for the question to be asked and answered via SMS text. This feature is currently only available in the United States.
A collaboration between UK and Australian library services entitled Chasing the Sun has been initiated using Question Point software so that an all-hours Virtual Reference chat service can be offered. Targeted at health libraries where reference queries from health professionals could occur at any time of the day or night due to medical emergencies, the collaboration between the two countries means that someone will be on hand to field the query at any time. Although the UK libraries involved are currently based in England the programme may expand to other countries and health services if successful.
In January 2011 Question Point and the American Library Association were in talks about offering a National Ask A Librarian service across the whole United States of America. At present the Ask services in the US are run at a local level.
There are now a number of area-specific reference services across the UK including Ask A Librarian (UK-wide, established in 1997), Ask Cymru (Welsh and English language service), Enquire (Government funded through the People's Network, also UK-wide), and Ask Scotland.
The internet has become a popular resource across the world and a preferred source of information. Hence it is important for libraries to incorporate and use this resource to encourage continued use of library services.
Users are able to remain anonymous in their search for information. This is particularly important relating to occasions where users may be embarrassed to ask the librarian in person regarding a specific query.
Co-browsing features allow librarians to educate the users as to the techniques which can be used when searching for information.
Reference interviews are more difficult to conduct via virtual reference as key body language cues are missed. Conduction face to face reference interviews is generally preferred by librarians.
A publicity campaign was fronted by Neil Oliver
(Scottish historian, author and broadcaster)1 in August 2010 to mark the launch of Ask Scotland.
Virtual reference
Virtual reference is the remote, computer-mediated delivery of reference information provided by library professionals to users who cannot access or do not want face-to-face communication. Virtual reference service is most often an extension of a library's existing reference service program...
service run by Scottish libraries which allows users to contact a librarian directly using one of several online methods of communication regarding a query. The librarian receives the query, researches the topic using resources and expertise available to them and then contacts the user with a personalised response.
History
Ask Scotland was created by the Scottish Government's advisory body on libraries, SLIC (Scottish Library and Information Council) and funded by the Public Library Quality Improvement Fund (PLQIF) in June 2009. The Ask Scotland service uses QuestionPoint software to provide their reference service, which is a product of the Online Computer Library Centre or OCLC.The service is staffed by librarians, library assistants and trainee library professionals who volunteer their time to answer queries submitted online, and are sourced from participating local councils in Scotland.
In 2010 the live chat feature was added to the Scottish service.
Current Partners
Ask Scotland has participating partners in several districts of Scotland. At present there are 14 councils who assist the service, which are as follows:- Aberdeen City
- Dumfries and Galloway
- Dundee City
- East Dunbartonshire
- East Renfrewshire
- Fife
- Highland
- Midlothian
- Moray
- North Ayrshire
- North Lanarkshire
- Renfrewshire
- Stirling
- West Lothian
User Services
Ask Scotland provides 3 main virtual reference services to users:- Responses to questions via email
- Responses to questions via live chat
- A database of recently answered questions
Questions via email
Email-based responses were the original format for the Ask service. An online form is completed is available to the user via www.askscotland.org.uk. Users are requested to enter their query in the speech bubble on the main page along with their name and email address. These queries are sent to the on duty librarian who researches and responds to the query. Responses are usually within 48 hours.Questions via Live Chat
Users can access this function on the Ask Scotland by clicking the chat now button. Users will be connected directly to a member of staff who will research and answer their query directly. This service is only available between the hours of 9am and 5pm Monday to Friday.Answerbase
This service stores previously asked and answered questions for future reference for users. It can either be browsed or searched by the user at any time. The Answerbase system is focused on recently answered questions and therefore is not a complete database of all logged queries.Ask an Expert
The Ask Scotland service has recently added the Glasgow Women's LibraryGlasgow Women's Library
Glasgow Women's Library is a public library, registered company and charity based at 15 Berkeley Street, Glasgow, Scotland. Glasgow Women's Library is a provider of information by and about women.Its key aims are:...
and Scottish Poetry Library
Scottish Poetry Library
The Scottish Poetry Library was founded in 1984 by the poet Tessa Ransford. It originally had two staff members, including Scottish poet, Tom Hubbard, and 300 books, but has since expanded considerably to containing 30,000 items of Scottish and international poetry...
to their reference facility so that enquiries of a more specific nature can be dealt with by librarians with relevant expertise. They encourage users to enter reference queries regarding these areas in any of the normal methods, and that their question will then be passed on to librarians who are best qualified to help.
Operating Hours
The service runs from Monday to Friday 9am-5pm GMT.It is intended that questions shall be answered within 48 hours of submission.
The Live Chat feature is only available within regular operating hours, but questions may be submitted at any time via email, or may search the Answerbase for similar queries at any time.
The role of the Ask Scotland Librarian
Questions received by the Ask Scotland service are automatically forwarded to the local authority which is scheduled for duty. Currently there are 14 of the 32 local authorities partnered in this scheme. The librarian on duty claims this query and is responsible for researching and responding to it.If unable to respond to the query within 48 hours the librarian must contact the user to inform that further research is being conducted. The librarian may also ask the user for further information regarding their query to aid with research. The librarian may refer queries to another partner if their resources are unable to satisfy the query, or to one of the specialist area librarians in the network if deemed relevant.
Ask Scotland and Social Networking
Ask Scotland's Twitter account is used as a publicity tool to provide interesting facts about Scotland on relevant days throughout the year. They frequently ask if their followers have queries regarding their Tweets and suggest a link to their website. The service also operates a Facebook group which is linked to Twitter, and repeats Tweets as status updates.Question Point
Question Point is the virtual reference management system used by Ask Scotland in order to provide the service to users. This software allows the organisation to respond to users queries in real time using the live chat feature or respond via email. This system can be used by a single library or across a network of libraries as it is used with Ask Scotland.Questionpoint and Ask Scotland
Question Point provides the organisation with the ability to interact with users directly through the live chat feature and to provide a reference service to remote users. Question point operates 24 hours a day and 7 days a week which gives Ask Scotland the opportunity to increase their operating hours at a later date if the service is deemed popular enough to demand it.Question Point also offers a knowledge base which deposits previously asked and answered questions for reference. This knowledge base is contributed to by over 500 library services that currently use the Question Point management system. This service is searchable and offered by Ask Scotland under the name Answer Base.
Other Questionpoint services
Another feature that Question Point offers is the option of co-browsing which enables the librarian to provide training to the user, on the use of electronic resources. This is not a service which Ask Scotland currently offers but could provide room for expansion in the future.A new feature has been added to the Question Point system which allows for the question to be asked and answered via SMS text. This feature is currently only available in the United States.
A collaboration between UK and Australian library services entitled Chasing the Sun has been initiated using Question Point software so that an all-hours Virtual Reference chat service can be offered. Targeted at health libraries where reference queries from health professionals could occur at any time of the day or night due to medical emergencies, the collaboration between the two countries means that someone will be on hand to field the query at any time. Although the UK libraries involved are currently based in England the programme may expand to other countries and health services if successful.
In January 2011 Question Point and the American Library Association were in talks about offering a National Ask A Librarian service across the whole United States of America. At present the Ask services in the US are run at a local level.
Virtual Reference Services in the UK
Virtual reference services are growing in popularity in the UK with more institutions accepting queries via email, instant messaging and other chat based services. These services allow librarians to interact with distant user and provide alternative ways to satisfy the need for information.Virtual Reference Services in UK Academic Libraries
A study of the use of virtual reference within UK academic institutions showed that 25% currently offer a form of virtual reference and that 19% currently do not offer this service and has no intention of doing so in the future. 2% offered this service in the past and no longer do so. However there is an indication that virtual reference is growing in popularity with 54% of academic institutions surveyed considering adding this service.Virtual Reference Services in UK Public Libraries
UK public libraries were instrumental in some of the first steps towards UK-wide internet collaboration amongst libraries with the EARL Consortium (Electronic Access to Resources in Libraries) in 1995, in a time where internet access was a rare commodity for both library staff and the public. Resources were collated and lines of communication opened between libraries across the UK, paving the way for services all over the world to follow suit.There are now a number of area-specific reference services across the UK including Ask A Librarian (UK-wide, established in 1997), Ask Cymru (Welsh and English language service), Enquire (Government funded through the People's Network, also UK-wide), and Ask Scotland.
UK Librarian’s attitudes towards Virtual Reference
The success of virtual reference services depends on the cooperation and attitude of the experts who provide this; namely librarians and information professionals.- 63% of librarians agreed that patrons use the service because they want quick answers
- 79% disagree that the patrons don’t want to search for themselves but that they wanted to learn how to search
- 71% agreed that virtual reference makes it harder to perform a good reference interview and that they prefer a face to face encounter.
Virtual Reference Services in Other Countries
Many countries outside of the UK also offer nationwide virtual reference or Ask A Librarian style services. In Europe some countries offer services in both their own national language and in English. European countries include: Finland, the Netherlands (in Dutch only), Denmark, Norway and France. Other countries which offer virtual reference services include: Australia, New Zealand, Canada, and the state of Colorado in the United States.Advantages of Virtual Reference Services
Encourages equity of access as those who cannot visit the library directly are not denied assistance with research queries. This is especially important for distant learners in academic institutions.The internet has become a popular resource across the world and a preferred source of information. Hence it is important for libraries to incorporate and use this resource to encourage continued use of library services.
Users are able to remain anonymous in their search for information. This is particularly important relating to occasions where users may be embarrassed to ask the librarian in person regarding a specific query.
Co-browsing features allow librarians to educate the users as to the techniques which can be used when searching for information.
Disadvantages of Virtual Reference Services
Enquiry rates, at the moment, are low. This is shown in the virtual reference scheme piloted by Strathclyde University which showed that only 1,000 queries per year were received via the virtual reference scheme compared with 50,000 queries received overall for the year. This is further highlighted by the study by Gronmyer and Deitering who show that 61% of those surveyed who provide a virtual reference service spend between 1 and 3 hours per week responding to queries.Reference interviews are more difficult to conduct via virtual reference as key body language cues are missed. Conduction face to face reference interviews is generally preferred by librarians.
Other information
In North Lanarkshire council the Ask Scotland service partners the Log In To Learn service. Their website provides a link to the Ask Scotland homepage as well as a number of other online reference sources.A publicity campaign was fronted by Neil Oliver
Neil Oliver
Neil Oliver is a Scottish broadcaster and author. He grew up in Ayr and Dumfries before attending Glasgow University to study archaeology...
(Scottish historian, author and broadcaster)1 in August 2010 to mark the launch of Ask Scotland.
External links
- http://askscotland.org.uk/ AskScotland.org
- http://www.nls.uk/using-the-library/ask-a-librarian National Library of Scotland's 'Ask a Librarian' service
- http://www.questionpoint.org/ Questionpoint, parent organisation of Ask Scotland
- http://www.scotlandsinformation.com/ Scotland's information, a list of all libraries, archives and museums in Scotland
- http://www.questionpoint.org/crs/servlet/org.oclc.home.TFSRedirect?virtcategory=10836 Enquire, the UK-wide People's Network virtual reference service
- http://www.dundeecity.gov.uk/library/asklaunch PR release for launch of Ask Scotland services, from Dundee City Council
- http://library.wales.org/askcymru/en/ Ask Cymru, Welsh/English language virtual reference service