Digital reference services
Encyclopedia
Digital reference is a service by which library
reference service is conducted online, and the reference transaction is a computer-mediated communication
.
The word "reference
" in this context refers to the task of providing assistance to library users in finding information, answering questions, and otherwise fulfilling users’ information needs. Reference work often but not always involves using reference work
s, such as dictionaries, encyclopedias, etc. This form of reference work expands reference services from the physical reference desk to a "virtual" reference desk where the patron could be writing from home, work or a variety of other locations.
. These early-adopter libraries launched digital reference services for two main reasons: to extend the hours that questions could be submitted to the reference desk, and to explore the potential of campus-wide networks, which at that time was a new technology.
With the advent of the graphical World Wide Web
, libraries quickly adopted webforms for question submission. Since then, the percentage of questions submitted to services via webforms has outstripped the percentage submitted via email.
In the early- to mid-1990s, digital reference services began to appear that were not affiliated with any library. These digital reference services are often referred to as “AskA” services. Examples of AskA services are the Internet Public Library
, Ask Dr. Math, and Ask Joan of Art.
Aspects commonly found within webforms:
(IM) services are used by some libraries as a low-cost means of offering chat-based reference, since most IM services are free. Utilizing IM for reference services allows a patron to contact the library from any location via the internet. This service is like the traditional reference interview because it is a live interaction between the patron and the librarian. On the other side the reference interview is different because the conversation does not float away but instead is in print on the screen for the librarian to review if needed to better understand the patron. IM reference services may be for the use of in-house patrons as well as patrons unable to go to the library. If library computers support IM chat programs, patrons may IM from within the library to avoid losing their use of a computer or avoid making embarrassing questions public.
Successful IM reference services will:
At times, IM becomes challenging because of lack of non-verbal cues such as eye contact, and the perceived time pressure. Moreover, formulating the question online without the give and take of nonverbal cues and face to face conversation presents an added obstacle. In addition, to provide effective reference service through IM, it is important to meet higher level of information literacy standards. These standards include evaluating the information and its source, synthesizing the information to create new ideas or products, and understanding the societal, legal, and economic issues surrounding its use.
See the entries in the Library Success Wiki's Online Reference Section, including software recommended for web-based chat reference, IM reference, SMS (text messaging) reference, and other types like digital audio or video reference.
Library
In a traditional sense, a library is a large collection of books, and can refer to the place in which the collection is housed. Today, the term can refer to any collection, including digital sources, resources, and services...
reference service is conducted online, and the reference transaction is a computer-mediated communication
Computer-mediated communication
Computer-mediated communication is defined as any communicative transaction that occurs through the use of two or more networked computers...
.
The word "reference
Reference
Reference is derived from Middle English referren, from Middle French rèférer, from Latin referre, "to carry back", formed from the prefix re- and ferre, "to bear"...
" in this context refers to the task of providing assistance to library users in finding information, answering questions, and otherwise fulfilling users’ information needs. Reference work often but not always involves using reference work
Reference work
A reference work is a compendium of information, usually of a specific type, compiled in a book for ease of reference. That is, the information is intended to be quickly found when needed. Reference works are usually referred to for particular pieces of information, rather than read beginning to end...
s, such as dictionaries, encyclopedias, etc. This form of reference work expands reference services from the physical reference desk to a "virtual" reference desk where the patron could be writing from home, work or a variety of other locations.
History
The earliest digital reference services were launched in the mid-1980s, primarily by academic and medical libraries, and provided by e-mailE-mail
Electronic mail, commonly known as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. Modern email operates across the Internet or other computer networks. Some early email systems required that the author and the recipient both be online at the...
. These early-adopter libraries launched digital reference services for two main reasons: to extend the hours that questions could be submitted to the reference desk, and to explore the potential of campus-wide networks, which at that time was a new technology.
With the advent of the graphical World Wide Web
World Wide Web
The World Wide Web is a system of interlinked hypertext documents accessed via the Internet...
, libraries quickly adopted webforms for question submission. Since then, the percentage of questions submitted to services via webforms has outstripped the percentage submitted via email.
In the early- to mid-1990s, digital reference services began to appear that were not affiliated with any library. These digital reference services are often referred to as “AskA” services. Examples of AskA services are the Internet Public Library
Internet Public Library
The Internet Public Library is a non-profit, largely student-run website at Drexel University. Visitors can ask a reference question. Volunteer librarians and graduate students in library and information science form collections and answer questions. The IPL opened on March 17, 1995.- History...
, Ask Dr. Math, and Ask Joan of Art.
Webforms
Webforms are created for digital reference services in order to help the patron be more productive in asking their question. This document helps the librarian locate exactly what the patron is asking for. Creation of webforms requires design consideration. Because webforms substitute for the reference interview, receiving as much information as possible from the patron is a key function.Aspects commonly found within webforms:
- A return email address to send the answer to the question
- The question being asked
- What sources have been consulted by the patron
- How the patron is planning to use the information
- Location of the patron (are they a library patron?)
- A name to personalize the interaction
- A date by which the information is needed
- The type of sources being requested (print or electronic)
Chat using commercial applications
Several applications exist for providing chat-based reference. Some of these applications are: QuestionPoint, Tutor.com, AspiringKidz.com, Vienova.com and VRLplus. These applications bear a resemblance to commercial help desk applications. These applications possess functionality such as: chat, co-browsing of webpages, webpage and document pushing, customization of pre-scripted messages, storage of chat transcripts, and statistical reporting.Chat using instant messaging
Instant messagingInstant messaging
Instant Messaging is a form of real-time direct text-based chatting communication in push mode between two or more people using personal computers or other devices, along with shared clients. The user's text is conveyed over a network, such as the Internet...
(IM) services are used by some libraries as a low-cost means of offering chat-based reference, since most IM services are free. Utilizing IM for reference services allows a patron to contact the library from any location via the internet. This service is like the traditional reference interview because it is a live interaction between the patron and the librarian. On the other side the reference interview is different because the conversation does not float away but instead is in print on the screen for the librarian to review if needed to better understand the patron. IM reference services may be for the use of in-house patrons as well as patrons unable to go to the library. If library computers support IM chat programs, patrons may IM from within the library to avoid losing their use of a computer or avoid making embarrassing questions public.
Successful IM reference services will:
- Create a profile to convey information about the library and increase online presence.
- Accept imperfection in conversations without spending time to go back and make corrections. Most words are recognizable through context.
- Become familiar with and use accepted IM abbreviations such as LOL (Laugh Out Loud).
- Don't panic. While speed is important it is more important to not feel rushed.
At times, IM becomes challenging because of lack of non-verbal cues such as eye contact, and the perceived time pressure. Moreover, formulating the question online without the give and take of nonverbal cues and face to face conversation presents an added obstacle. In addition, to provide effective reference service through IM, it is important to meet higher level of information literacy standards. These standards include evaluating the information and its source, synthesizing the information to create new ideas or products, and understanding the societal, legal, and economic issues surrounding its use.
Software for providing digital reference
The article Live, Digital Reference Marketplace by Buff Hirko contains a comparison of the features of applications for chat-based reference.See the entries in the Library Success Wiki's Online Reference Section, including software recommended for web-based chat reference, IM reference, SMS (text messaging) reference, and other types like digital audio or video reference.
See also
- Virtual referenceVirtual referenceVirtual 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...
- Ask a LibrarianAsk a LibrarianAsk a Librarian is Florida's Statewide Collaborative Live Virtual reference Service. Ask a Librarian began as a partnership between the and the . Ask a Librarian was funded initially in 2002-2003 with Library Services and Technology Act funds as a pilot project of the...
- Reference libraryReference libraryA reference library does not lend books and other items; instead, they must be read at the library itself. Typically such libraries are used for research purposes, for example at a university. See List of closed stack libraries...
- Ask ScotlandAsk ScotlandAsk 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...
Further reading
- Godfrey, Krista, K. "A new world for virtual reference." Library Hi Tech 26(4) (2008): 525-539.
- Ronan, J. "Application of Reference Guidelines in Chat Reference Interactions: A Study of Online Reference Skills." College & undergraduate libraries 13.4 (2006): 3-23.