Answering Reference Questions Research Articles

Beyond the Algorithm: Understanding How ChatGPT Handles Complex Library Queries

The introduction of ChatGPT 3.5 in November 2022 ignited a sensation in the academic community, leaving many astounded by its capabilities. This new release more closely emulates human responses than its predecessors. Among its remarkable capabilities, it can answer questions, catalog items in MARC21, recommend reading lists, and make suggestions on a wide array of topics. To assess ChatGPT’s efficacy in aiding library users, the authors of this paper conducted an experiment comparing ChatGPT’s performance with that of librarians in answering reference questions. Thirty questions were randomly selected from the transaction log of the reference inquiries between June 1, 2023 to July 31, 2023 at the Rider University Libraries. These queries constituted 34% of the total user questions during this two-month period. The authors compared the answers by ChatGPT and those by reference librarians for their accuracy, relevance, and friendliness. The findings indicate that reference librarians markedly outperformed their robotic counterpart. An evident issue arises from ChatGPT’s deficiency in understanding local policies and practices. This consequently hinders its ability to provide satisfactory answers in those areas. OpenAI posits that ChatGPT’s proficiency can be enhanced through targeted fine-tuning using locally specific information. At the moment, ChatGPT remains a great tool for librarians.

Though Virtual Reference Services Have Increased, They Face Challenges and Opportunities in the Wake of COVID-19

A Review of: Gerbig, M., Holmes, K., Lu, M., & Tang, H. (2021). From bricks and mortar to bits and bytes: Examining the changing state of reference services at the University of Toronto Libraries during COVID-19. Partnership, 16(1), 1–10. https://doi.org/10.21083/partnership.v16i1.6450 Abstract Objective – To compare data about the provision of reference services at the University of Toronto Libraries (UTL) prior to and during the COVID-19 pandemic, in order to identify obstacles and opportunities facing UTL reference services in the future. Design – Survey questionnaire. Setting – A large public research university in Ontario, Canada. Subjects – Thirty-nine libraries across the three campuses of UTL. Methods – A Microsoft Forms survey comprised of 37 questions was distributed in August and September 2020. Main Results – Twenty-four libraries responded to the survey, for a response rate of approximately 62%. UTL’s chat service saw a 200% increase in September 2020 compared to September 2019 (since UTL participates in chat as part of the Ontario Council of University Libraries Scholars Portal, some traffic may have been from non-UT users). The option to book a reference appointment with a librarian was available at most of the libraries before the pandemic, and remained available during the pandemic. The survey results suggested that the shift to remote learning resulted in a significant expansion of virtual reference appointments; 75% of libraries reported offering virtual reference, compared to 17% before the pandemic. Consultations and in-depth reference questions rose during the pandemic, with a quarter of responding libraries reporting an increase. Librarians became a larger share of the staff providing reference services during the pandemic, whereas the number of libraries using library technicians or student assistants to staff their reference services decreased. There were changes to formal reference service hours as well, with half of responding libraries reporting a reduction; however, most noted that they continued to answer reference questions over email at other times. In response to the survey question asking for general comments about reference services, some respondents described worries about whether students taking only online classes would engage with online reference services, and whether overstressed faculty members would refer their students to librarians. Several respondents noted positive outcomes in moving towards a primarily online reference model, including more options to connect with students and an uptick in reference requests. Conclusion – The authors note several challenges and opportunities for libraries in shifting to a remote reference model. Challenges include confusion on the part of users about where to go for help and increased workload for librarians. Opportunities include the chance to explore how virtual technologies can be used to make reference services more easily available to library users even after physical spaces have opened back up.

A Peer-led Database Training Program to Improve Reference Service

ABSTRACT Librarians at a medium-sized public university library established a peer-led database training program to improve each librarian’s familiarity and utilization of the Library’s specialized databases. The impetus for the training program was to reduce the number of chat reference referrals to subject specialists and instead to try to answer reference questions at the point of need. A pre-training survey identified which databases should be included in the training series and invited librarians to indicate for which databases they would be willing to be the trainer. Six databases were covered over the course of the Fall 2020 semester. A post-training survey garnered feedback on how the training series was received and also included suggestions for improvement. The post-training survey results indicate the series was viewed positively. All participants learned something new during the training sessions and felt more confident using the resources demonstrated when assisting users during reference interactions and research consultations. Participants reflected on why having colleagues conduct the training sessions rather than vendors was important. Most participants wanted to continue the training program going forward.

A Question They Can't Refuse? Canadian Reference Questions and Judicial Independence

This paper addresses one aspect of the very important but understudied Canadian reference power. More specifically, it examines the frequency at which Canadian appellate courts refuse to answer all questions submitted in a reference case and under what conditions courts refuse to answer through analysis of an original dataset of all Canadian appellate court reference cases from 1949 to 2017. Addressing this question of how often and under what conditions courts refuse to answer reference questions is central to understanding how reference power operates, as the statutory foundation for the power does not provide courts any discretion to refuse questions submitted by the executive. This lack of discretion and the reference power itself, raise several concerns for judicial independence. This paper considers the implications for judicial independence brought on by the reference power. This paper argues that courts should have the power to refuse to answer questions that are considered inappropriate to safeguard the independence of the judiciary when participating in the extrajudicial function of reference cases.

Opportunities for Academic and Research Libraries and Wikipedia

Wikipedia supplements library resources with timely, useful information; acts as a tool for librarians answering reference questions; provides a pathway to primary and secondary sources and citations. Wikipedia helps library clients perform research; and provides a vital platform for recording local knowledge. Public libraries can expose both their staff and patrons to more complex and sophisticated strategies for dealing with the changing digital landscape. Wikipedia has the potential to point clients to libraries, where resources in their areas of interest can be found. Wikipedia-library engagement connects Wikipedia with the important role libraries play in bridging inequalities in access to information. Active collaborations between Wikipedia editors and academic and research libraries to advance the free flow of information which supporting sustainable development around the world. These collaborative opportunities offer a range of outcomes that could benefit academic and research libraries including crowdsourcing, community engagement, rapid models for online publishing, student writing assignments, etc. For the Russian National Public Library for Science and Technology both projects are equally of interest. (http://2016.ifla.org/wp-content/uploads/sites/2/2016/08/112-IFLAWikipediaAcademicandResearchLibrariesDiscussioDRAFT.pdf)

Opportunities for Public, Academic and Research Libraries and Wikipedia. Part 1

Several libraries and Wikipedia agreed on developing cooperation. This initiative has been translated into two Public Projects presented at Session 112. Library engagement and Wikipedia during IFLA General Conference (August 13-19, Columbus, USA). Wikipedia supplements library resources with timely, useful information; acts as a tool for librarians answering reference questions; provides a pathway to primary and secondary sources and citations. Wikipedia helps library clients perform research; and provides a vital platform for recording local knowledge. Public libraries can expose both their staff and patrons to more complex and sophisticated strategies for dealing with the changing digital landscape. Wikipedia has the potential to point clients to libraries, where resources in their areas of interest can be found. Wikipedia-library engagement connects Wikipedia with the important role libraries play in bridging inequalities in access to information. Active collaborations between Wikipedia editors and academic and research libraries to advance the free flow of information which supporting sustainable development around the world. These collaborative opportunities offer a range of outcomes that could benefit academic and research libraries including crowdsourcing, community engagement, rapid models for online publishing, student writing assignments, etc. For the Russian National Public Library for Science and Technology both projects are equally of interest.

Digital reference services: an overview

Technological development in the world has brought many changes to libraries and their service deliveries. Many Libraries are trying to improve on their services by moving from face to face interaction to a digital environment. In this era of information explosion, many people rely on the internet for information and less people approach the Reference desks for assistance, hence the need for Reference librarians to take initiatives on how to bridge the gap. New technologies give reference services the opportunity to conduct reference transactions over the web and answer reference questions simultaneously with the support of the telephone and other tools. It highlights the characteristics of digital reference and the benefits to patrons. The skills needed by Reference Librarians to perform to their best were also discussed. The different stages involved in building and maintaining a good digital reference were also highlighted. The need for specialized training for Librarians and collaborative services were proposed to ensure high quality service. The need to train students and create more awareness for the service is also mentioned.Keywords: digital libraries, digital reference service, information service, reference service, libraries

The Rosarium Project: A case of merging traditional reference librarian skills with digital humanities technology

ABSTRACTThe role of the reference librarian has changed considerably over the past thirty years. Today reference librarians spend as much time on public relations as on answering reference questions and more time solving log-in issues than on helping with research. Despite this, there is still a role for reference librarians to play using their research and curation skills. That role involves the digital humanities, particularly text encoding projects following the guidelines of the Text Encoding Initiative Consortium (TEI). One such TEI project is the Rosarium Project, which curates online popular materials about roses.

Reference Services to Incarcerated People, Part II: Sources and Learning Outcomes

During the 2013/14 academic year, students taking a required general reference course in a library and information science program answered reference questions from incarcerated individuals. The assignment was designed as a service-learning project. Here we examine how well the assignment met the course and program-level learning objectives that students are expected to attain. We described the data collection and analysis, present our findings and make recommendation in ways to increase student learning outcome and ALA professional competencies from a services learning projects. Specifically we discuss the need to increase education in e-government sources since our findings indicated they are most useful for answering reference questions from incarcerated people.

Reference Services to Incarcerated People, Part I: Themes Emerging from Answering Reference Questions from Prisons and Jails

Incarcerated people face significant information poverty, both because of limited access to information resources and because incarceration itself produces information needs that cannot be easily met. Through a content analysis of reference questions directed to the New York Public Library’s Correctional Services Program, this study articulates the particular information needs of these users. Information needs cluster around self-help and re-entry information, along with general reference queries that typically go unanswered due to the lack of access to the Internet and robust general libraries in correctional facilities. Understanding these needs offers insight for librarians and libraries seeking to better serve incarcerated populations.

The Alert Collector: What is it Worth? A Guide to Art Valuation and Market Resources

"What is It Worth? A Guide to Art Valuation and Market Resources" serves as an introduction to new and mostly free online art auction and market sites and some traditional paper resources that are essential to answer reference questions about art value. These resources are important and affordable to add to the collection and or library guide pages. In addition, a description of art value factors listed in auction records that affect art value, and when and how to obtain a professional art appraisal are included.

Best apps for reference and information services

Purpose – The purpose of this paper is to highlight some of the apps currently available that can assist library personnel in reference and information services. Design/methodology/approach – Initially, 101 apps were identified as possible options for reference and information services. Through various evaluation methods, the list was reduced to 25 apps. Apps were excluded due to cost, function, reviews, currency and usability. Other apps were merely excluded due to time and length concerns of the publication. Findings – Overall, the apps included could be utilized by library staff in reference and information service, though not all are ideal in all library settings due to the requirement of subscriptions and user audiences. Originality/value – While there have been in recent years quite a few articles and books published on apps for librarians, there is very little published on how exactly librarians can use apps to answer reference questions and assist patrons. This article does not attempt to answer the greater question of app application in reference services, but does attempt to identify and evaluate apps that could be used in those instances. With more research and tablet and app training, librarians can begin to more effectively utilize apps at the service desk.

What’s in a Word: Coming to Terms With Reference

Information literacy has gained ascendency in the reference world to the detriment of the practice of reference librarianship itself. Libraries seem more interested in having librarians teach with technology than in having them engage in thoughtful reference work. Major library associations seem more interested in touting the benefits of information literacy than in supporting traditional reference work, and they define reference in overly simplistic, tautological terms as the practice of answering reference questions rather than attributing to it the subtlety and expertise that make it so valuable. These associations need to rethink the hierarchy and give reference its due.

Incorporating Technology: Using Tablets and Apps as Reference and Teaching Tools in Architecture School Libraries

AbstractToday’s world is an interactive one in which technology is used to discover and share information, and research is no longer limited to books and databases. Instead, architecture, urban studies, and augmented reality apps can help librarians answer reference questions, assist in instruction, and create a more interactive learning environment. The author discusses why tablets and apps should be integrated in education and at the reference desk, describes how they are used at Woodbury University School of Architecture, and recommends the top apps for architectural education.

Canadian Healthcare Practitioners’ Access to Evidence Based Information is Inequitable

Objective – To determine what services and resources are available to health professionals through national Canadian and Alberta based health professional associations and licensing colleges and if those resources and services are being used. Also, to assess the associations’ perceptions of what resources and services Canadian health professionals actually need and if those needs are being met, membership satisfaction with the resources and services provided, and challenges the associations have with providing resources and services.
 
 Design – Structured telephone interview.
 
 Setting – Health professional associations and licensing colleges in Canada.
 
 Subjects – 23 health professional associations: 9 Alberta-based associations and 14 national-level professional associations and licensing colleges. 
 
 Methods – A librarian, communications officer, or another individual in a comparable position at each association was invited via email to participate in the study. Individuals willing to participate in the interview were emailed the interview questions in advance. Telephone interviews were conducted in July and August of 2009. For those who did not respond to the email request or who did not wish to participate in the interviews, information was collected from the association’s website. 
 
 Main Results – Of the 23 contacted associations 12 agreed to be interviewed: less than 50% response rate. Data was collected from websites of seven associations that either declined to be interviewed or did not respond to the authors’ email request. Data were unavailable for four associations due to data being in members only sections of the websites. Data were analyzed both qualitatively and quantitatively. 
 
 Resources and services provided by the associations and licensing colleges range from none to reference services provided by a librarian and access to licensed databases. 
 
 None of the three licensing colleges or the two provincial associations interviewed maintains usage statistics or surveys their members. Nor do they grant access to licensed databases or offer information services, such as having a librarian or other information professional available to answer reference questions or to perform mediated literature searches. The two provincial associations and the three licensing colleges interviewed do supply information pertinent to health professionals, for example insurance information and funding. 
 
 Seven national associations were interviewed: two permit access to databases developed by that association and three grant access to licensed databases such as Medline. All seven national associations provide access to journals (four of the seven only provide access to their own association’s journal) and five offer information services. Four maintain usage statistics and five survey their members. 
 
 Of the seven associations not interviewed, none grant access to licensed databases and one permits access to databases developed by that association. Five provide access to their own association’s journal and one provides book loans. Only one offers information services. Cost and the priority to provide resources to staff over members are barriers when trying to provide association members’ services and resources. 
 
 Conclusion – Health professionals’ access to health information varies depending on the professional’s area of specialization, location in Canada, and particular association memberships. There is no consistency as to what health information is available to all health professionals in Canada, specifically Alberta. The majority of the associations do not provide resources and services, nor do they survey members to assess their usage, desires, needs, or satisfaction with resources and services. Usage rates are low for the associations that do track resource and service usage. 
 
 A resource list of freely available online health information should be generated to mitigate existing disparities without accruing additional cost factors. Also, a partnership between hospital and academic libraries with various associations is needed to promote the usage of licensed and freely available resources accessible at institutions. 
 
 This study has several limitations. The low response rate and excluding associations and licensing colleges in other provinces make this an incomplete assessment of all associations which provide resources and services to health professionals in Canada, specifically Alberta. To compensate for this deficit, the authors had collected information from seven associations’ websites; however, because much of the needed information was within members-only pages, some data may be missing. Due to the study’s limitations, further research is needed to better assess health professionals’ information needs and barriers to their use of available resources and services.

Regarding Reference in an Academic Library

Some academic libraries are consolidating their circulation and reference desks into single service points. The librarians at one academic library undertook a study to determine if such a consolidation would affect their reference service. They analyzed the number and type of questions asked during times when a librarian was physically present at the reference desk and compared it to the number and type of questions asked when a librarian was “on call” (not present at the desk, but available to be called to the service desk to answer reference questions) over a period of seven academic semesters. This article reports on the methodology used to collect and analyze the data and the researchers’ findings. The results show that true reference questions remained steady whether or not the reference desk was staffed. The implications are important at a time when libraries are moving to single service desks staffed by nonlibrarians and are unsure of the efficacy of this model.

Fundamentals of Government Information: Mining, Finding Evaluating, and Using Government Resources

Eric J. Forte and his team have written a very useful guide on the use of federal government information resources for providing library information services. The text aims to fill the void in the coverage of government information production, publication, and access that took place during the twenty-first century. During the first decade of the new century, a paradigm shift from the print world to online occurred in rapid fashion. As the Federal Depository Library program shifted from print to online, government documents librarians around the country retired or were reassigned, and print collections were de-accessioned. New research skills and tools are needed to answer reference questions and support the research needs of public, academic, and special libraries. Classic sources on government documents went into revision to keep pace with these rapid changes. A review of the preface is helpful for gaining an overview. Written by librarians for librarians, the book aims to provide: Models and techniques for discovery of government information Insight into the popular and research value of government publications, and Experience acquiring new skills in a simple, sequential manner, reinforced by exercises (p. xv) This text endeavors to present government information as another genre of literature and literature that can be used and enjoyed every day. The goal of the three main authors and four contributing authors is to make it possible for readers to do exactly that, by sharing their years of expertise in government information in well-structured and sometimes witty narrative. Black-and-white illustrations are scattered throughout. The text contains two main sections with a total of fifteen chapters. Part I, “Overview of Key Government Information Resources,” addresses the main sources of government information. Chapter 1, “Introduction to People's Information,” sets the stage with background on and history of government information, including an overview of the Federal Depository Library program. Chapter 2, “How to Think Like a Government Documents Librarian,” is a must read, filled with tips and strategies for conducting reference interviews and doing research. In this chapter, key historical textbooks on government documents are discussed, approaches to Internet search engines are explained, and documenting sources using standard citation styles is covered. Chapter 3, “Congress”; Chapter 4 Regulations”; Chapter 5, “Law”; and Chapter 6, “The President” present concise discussions of these important sources. Part II, “Government Information in Focus,” contains chapters on the executive branch; statistics; health; education; scientific and technical information; environment and energy; business, economic, and consumer information; census; and historical and archival information. Health sciences librarians will be particularly interested in chapters on the census, statistics, and health information. This book does more than provide an introductory mini-course on the knowledge and skills necessary to provide information services. It also includes excellent information that can be incorporated into bibliographic instruction sessions. Many librarians did not have the benefit of government information course work in library school or opportunities for continuing education in this area, but this book serves as a crash course and will be useful for ready reference. It should also be considered for courses in the library science curriculum, and chapters could be useful in academic courses that cover public policy and the legislative process. The book is indexed, and each chapter lists bibliographic citations, websites, and other sources for more information. Chapter 9, “Health Information,” is authored by Ann Glusker, AHIP, the medical librarian at Group Health Cooperative in Seattle, Washington. Glusker's contribution is recommended for newly minted health sciences librarians and others who need a quick overview of the history of the National Library of Medicine (NLM), what health related information is available, and where to find it. An overview of PubMed, Medical Subject Headings (MeSH), and NLM classification highlights the basics. Glusker also shares helpful strategies on locating information on the state, tribal, and local levels and gives her forecast of where government health information is going in the future. The authors claim to have written the first government information text to be conceived, written, and published in the new century, and their approach is fresh and interesting, making it accessible for all types of libraries and librarians.

A Study of the Characteristics of Reference Books Which can be Used to Answer Reference Questions

A Study of the Characteristics of Reference Books Which can be Used to Answer Reference Questions

InfoQuest: using text messaging to answer reference questions

PurposeThe purpose of this paper is to discuss text messaging services for libraries. Text messaging presents a new and exciting opportunity for libraries of all types to provide information to people of all ages on the go, where they are, on their cell phones.Design/methodology/approachBased on experiences in the USA, examples are presented of the service use, for example, Altarama, TextALibrarian, AIM.FindingsAlliance library system (ALS), a regional library system in central Illinois, is spearheading an effort to provide the nation's first collaborative text message reference service – InfoQuest – inviting libraries of all types and across the country (and internationally) to work together to increase coverage, reference expertise, and to allow libraries to test the service and the software before venturing out on their own.Originality/valueThis paper will be of interest to librarians, as the InfoQuest project described in it is giving libraries the opportunity to learn how to use the technology, work together to see how their patrons respond to the service, and share promotion and coverage.

Use of Facebook in academic health sciences libraries

Use of Facebook in academic health sciences libraries