Virtual Reference Services Research Articles

CHAT for chat: Mediated learning in online chat virtual reference service

This mixed methods study addresses learning in online chat virtual reference service at a large university library. Cultural-Historical Activity Theory (CHAT) provides the guiding principle and philosophy for the investigation, understanding, and interpretation of learning in online chat service. The research data contains a total of 2380 chat transcripts in their natural setting dated from May 1st to December 31st, 2015. Quantitative data analysis was first conducted, followed by qualitative data analysis on a corpus of 2007 chat conversations with a total of 382,793 words. The findings suggest that mediated learning in chat reference conversations is co-constructed with the technical environment that is mediated by online technology and the social environment that is mediated by social presence. The primary role of the online technology is that it enables developmental transformation of learning of the patron who benefits from both “give fish” and “teach fishing” styles of teaching.

Shared values, new vision: Collaboration and communities of practice in virtual reference and SQA

This investigation of new approaches to improving collaboration, user/librarian experiences, and sustainability for virtual reference services (VRS) reports findings from a grant project titled “Cyber Synergy: Seeking Sustainability between Virtual Reference and Social Q&A Sites” (Radford, Connaway, & Shah, –2014). In‐depth telephone interviews with 50 VRS librarians included questions on collaboration, referral practices, and attitudes toward Social Question and Answer (SQA) services using the Critical Incident Technique (Flanagan, ). The Community of Practice (CoP) (Wenger, ; Davies, ) framework was found to be a useful conceptualization for understanding VRS professionals' approaches to their work. Findings indicate that participants usually refer questions from outside of their area of expertise to other librarians, but occasionally refer them to nonlibrarian experts. These referrals are made possible because participants believe that other VRS librarians are qualified and willing collaborators. Barriers to collaboration include not knowing appropriate librarians/experts for referral, inability to verify credentials, and perceived unwillingness to collaborate. Facilitators to collaboration include knowledge of appropriate collaborators who are qualified and willingness to refer. Answers from SQA services were perceived as less objective and authoritative, but participants were open to collaborating with nonlibrarian experts with confirmation of professional expertise or extensive knowledge.

Analysis of E-mail Transactions in Virtual Reference Services

Today, the use of traditional reference desk in the academic libraries has been rarely used, thus expanding or even move to a virtual reference service. A minimum level of virtual reference services are provided in the academic library is currently in general is the electronic mail (e-mail). One of the academic library specifically provide virtual reference services via e-mail is a Petra Christian University (PCU) Library (ref-desk@petra.ac.id.). In such services librarians provide assistance to users in finding information and answer questions. This study aimed to analyze the transaction reference services virtually through e-mail at the PCU Library, with a view of the types of questions based on user background, the writing style of language communication interaction used based on user background, and cultural values are revealed behind the user in virtual reference services (e-mail). This study uses content analysis (content analysis) of the transcript e-mail received librarians of reference services began March 10 until June 16, 2015. The results showed that the types of questions asked in reference service virtual (e-mail) in the Library UK Petra include: specific search, access online resources, operation of online resources, policies and procedures for services, and library holdings with background the student (PCU and non-PCU), faculty, and librarians. Based on the background of users found that overall more types of questions asked in virtual reference services (e-mail) is a problem of access to online resources, and generally submitted by the students. Then, the writing style of the user's language in interaction reference service virtual (e-mail) tends to be formal, which includes the word greeting, the message will be delivered, and regards cover, either by the student (PCU and non-PCU), lecturer, or librarians. While cultural values that revealed the background behind the user in virtual reference services (e-mail) is obedience, courtesy and politeness users.

Virtual Reference Services in a Caribbean Academic Library: Helping Users Serve Themselves

ABSTRACTThis article describes acquiring a structured platform for collecting statistics and developing a thorough FAQ. The number of views received by the knowledge base reveals the usefulness of a tool which can help libraries provide accurate answers in a timely manner and within a cooperative environment.

Sources and Services of Engineering College Libraries and an Overview of Digital Reference Services

This paper attempts to examine the awareness about sources and services offered by the engineering college libraries to the students-needs and methods, in terms of library facilities, resources, services and so on. Based on the result of the survey and major findings, few suggestions have been given. This study also gives a status view of the engineering college libraries andthe opinion of the librarians &library staff and library users about the performance of the library. Various models of providing digital reference services in engineering college libraries including e-mail, online chat reference, video conferencing, digital robots, collaborative digital reference and virtual reference service are also discussed.

Issues and Challenges of Virtual Library Services in Academic Libraries

The Developments in technology have changed the way librarians think about reference services and how to meet their users’ information needs. Today, the explosion of information available on the Internet has made it much easier for users to find information on their own. Many users view the Internet as a more convenient way to attempt to satisfy their information needs. As a result, today's reference librarians are more likely to spend time providing guidance to users in choosing among and using available resources (digital and print) rather than serving as an intermediary between users and information. This paper discuss the significant change in reference librarianship in virtual library environment in academic libraries. And also examines Virtual Reference Service Model, advantages, disadvantages and required tools, challenges and preparation for virtual reference services.

공공도서관의 디지털 통합 수준 평가에 관한 연구

This study tends to apprehend how much public library contributes to a role of upbuilder of digital integrated local society through a survey. For this, I performed the survey on 935 organization of public library in the whole country registered in national library statistical system. As a result, firstly, it's apprehended that equipment infra, Internet infra, etc like computer, laptop, scanner, tablet PC, etc are in relatively high level. Secondly, service or resource like electronic book, digital and virtual reference service, library service mobile App, etc that users can use are in relatively high level but software supporting cooperation and group task, fusibility of participating space, etc are shown very low level. Thirdly, the rate of literacy training relating to technology were only 22.4%, education subject focused on resource searching subject and somewhat future-oriented technical education like directions of video conference technique, cloud computing application education, etc wasn't conducted. Finally, we should consider expansion of providing technology and equipment and provision of future-oriented service and education according to a flow of the time that needs to seek change in various roles of library as enjoying culture space or creative space.

Digging deeper into virtual reference transcripts

Purpose– The purpose of the study is to identify the information needs of patrons in a large Canadian academic library system by analyzing the types of questions asked through the Library’s “Ask A Librarian” system. The results provide information on specific areas of competencies and training for staff providing virtual reference services.Design/methodology/approach– This article looks at virtual reference data collected between January and April 2012 from a large Canadian academic library and provides an analysis of the types of questions asked by library users. The researchers developed a detailed coding scheme for the analysis of question type and referrals made, and used the qualitative analysis software NVivo™ to code and analyze the data.Findings– The results of this analysis found that patrons often tap into synchronous online library help when they encounter challenges with online library resources. Specific areas of patron training to be developed were also identified. Finally, areas for staff training were uncovered which will help the library provide a consistent level of service to patrons.Originality/value– This is the first study in the library community to conduct a detailed analysis of the virtual reference transcripts from a large Canadian university using the NVivo™ content analysis software. The study developed and employed more detailed coding categories then has been used in previous studies to provide more information about the questions that patrons are unable to complete on their own. The study also captures detailed information pertaining to referrals.

Chat Reference Analysis to Determine Accuracy and Staffing Needs at One Academic Library

This study focuses on the evaluation of one year of chat reference transcripts at the University of Connecticut (UConn) Libraries. Over 3,000 session transcripts were examined and coded to determine type, accuracy, instruction, and escalation of questions received through our chat reference service to identify potential staffing and training needs. The findings reveal that the librarians providing virtual reference services are extremely accurate in their answers (93%), but the type of questions received and the rate of referral to other staff and services indicate a potential need for more and varied staffing and training solutions.

WeChat in the library: promoting a new virtual reference service using a mobile app

Purpose – The purpose of this paper is to address how New York University Shanghai Library utilizes WeChat to support students’ research and information needs. WeChat is a mobile text and voice messaging communication service developed in China. Released in 2011, it currently has over 355 million users worldwide. The paper explores the information exchanges and interactions as well: what are students asking and what they can gain from this app; and features of the app are explored: WeChat can send files, support video-chat and group and voice messaging. By examining the opportunities and challenges of this app, the paper offers best practices to maximize WeChat as a library virtual service. Design/methodology/approach – The design approach of this paper is to analyze the information exchanges and interactions from participants. By collecting and analyzing the responses, the paper presents the opportunities of the app in supporting patrons who are often mobile and also how the app can be used for student engagement that is beyond reference services. Findings – From virtual reference to social media outreach, this paper finds that the app can offer a wide range of support and service through the library. Based on the positive daily interactions in the app, the research notes that the app can be utilized in many contexts: to support virtual service, to create student engagement, to promote library services and to create an online community of student users. Originality/value – This paper introduces in the context of an American institution and how this app can be utilized to support virtual reference and student engagement. The most important feature of this work is to demonstrate how to use this app to promote and to provide library services remotely. The paper introduces an alternative virtual reference service that can be utilized in any university setting.

Social Networking Tools in Virtual Reference

The rapid advancements in web and availability of growing number of free social networking tools have greatly influenced the present day communication mechanisms. These tools have provided cheaper, instant and faster methods of communicating information irrespective of geographical and time barriers. Users especially the younger generation is much familiar with the use of such tools and modern libraries are experiencing rapid changes in user perceptions and information seeking patterns. Owing to the ease of accessibility of plethora of information resources via cell phones, tablets using smart apps, libraries are revisiting their methods of information delivery. Many libraries are using social networking tools for handling user queries and advertising their library products especially in Virtual Reference Services (VRS). Virtual reference is reference service initiated electronically where patrons employ computers or other technology to communicate with public services staff without being physically present. Communication channels used frequently in virtual reference include chat, video-conferencing, voice-over-IP, co-browsing, e-mail, and instant messaging (Reference and User Services Association [RUSA] Guidelines, 2010). It primarily refers to a network of expertise, intermediation and resources placed at the disposal of someone seeking answers in an online environment (Berube, 2003). It has brought about tremendous change in the concept of reference services in terms of information dissemination and user satisfaction. Various initiatives have already been taken to develop standards, guidelines and procedures for setting up successful digital reference systems. Virtual reference has emerged as a new powerful method of delivering reference and information service to a vast number of clientele distributed globally. It includes seamless access to global resources and the collection of knowledge for reference access, coupled with complementary access to information on the internet. It has brought about tremendous change in the concept of reference services in terms of information dissemination and user satisfaction. The seamless influence of Social Networking tools on virtual reference is quite evident and trend is fast shifting towards incorporating such tools in libraries at global level. These tools not only solve the problems of communicating in real time environment in all modes ranging from instant messaging to audio/visuals but also provide ample opportunities for libraries to retain their users. The present work thus discusses the concept of Virtual Reference Service and possible use of different Social Networking tools in present day Virtual Reference Systems for successfully addressing user queries.

Virtual Reference Services at a University Library

Virtual Reference Services at a University Library

Smart talking robot Xiaotu: participatory library service based on artificial intelligence

Purpose – The purpose of this paper is to introduce a participatory library service based on artificial intelligence (AI). Design/methodology/approach – AI technologies and various technologies for facilitating the use of the currently existing libraries and the third-party resources are combined in the new mobile and social networking environments to provide an innovative real-time virtual reference service. Special aesthetic design and library marketing measures are adopted to expand the gains of the service. Questionnaire survey, in-depth interview, and statistical analysis are conducted to evaluate the effects of the service. Findings – A smart talking robot called Xiaotu (female) is developed. This robot is regarded as a promising new online reference service modus operandi. Four factors contribute to the success of the robot, namely, AI, self-learning, vivid logo and language, and modular architecture. Practical implications – Xiaotu presents a participatory library service, in which users participate in the resources collection and become content co-creators. Her presence at anytime and anywhere on any kind of terminal maximizes her potential for the delivery of virtual reference services. Xiaotu has the potential to be a general reference robot or a costumed institute robot. Originality/value – AI is adopted in libraries to form an innovative online reference service. The participatory library service is practiced through a high-featured interactive communication. The aesthetic design of Xiaotu and the related promotions are new in libraries as well.

Virtual Reference Services in Modern Libraries

Reference Service is an important personalized in the library and information centers. Traditionally, it is a one-to-one provided by the reference librarian to users. But the present epoch is being transformed by the technology. Thus, with the progression of shifting technology the approaches of providing reference in the libraries are gradually changing. Nowadays it is offered to the user in a fresh and more developed form called as reference service, also known as reference service Mahrana & Panda, n. d.. Virtual reference is reference commenced by electronic means where patrons employ technology a computer or any other form to communicate with the professionals without being physically present. The modes of communication often used in virtual reference include e-mail, instant messaging, chat, Voice-over-IP, videoconferencing, co-browsing etc. RUSA, 2010. Virtual Reference Services VRS have high user satisfaction Mu, Dimitroff, Jordan, & Burclaff, 2011. As libraries make more digital resources available over the web, virtual reference traffic is consequently expected to increase. According to Gray 2000a more internet use is equal to more Virtual reference traffic. The present article aims to discuss the concept of Virtual Reference Services in contemporary libraries. It also assesses nascent modes of providing quality Virtual Reference Services. Further the chapter also discusses reputed Virtual Reference systems of select online Libraries.

Virtual Reference Services at a University Library

This is a case study to explore the practices of virtual reference services at one of the academic libraries at a university. The library supports the needs of about 4500 to 5000 users from various programs, from undergraduate to postgraduate levels. The library provides reference services via various channels, from face to face to electronic mediums. The study is conducted to understand more about the current practices of reference services, particularly through electronic mediums at the campus, to identify issues faced by the librarians in supporting those users’ demands, and to provide several recommendations. Library users have various needs and librarians have to support those needs through the services that they provide on a daily basis. A quick response and feedback from librarians are expected. Some of the questions that the librarians receive everyday from their users could have been avoided if proper database systems are available to store them for future retrieval. However, having a system in place and enforcing people to use it can be challenging. The library needs to revisit their policy and processes related to reference services to support virtual reference services. It is good to have various ways of communicating with the users to give them flexibility; however, the library should have the capability to support them. Reference librarians should give equal attention to inquiries directly from e–mails as they would give to inquiries directly from users at the reference desk. The study has revealed that the services they provide through electronic mediums to users can be improved to reduce manual management of questions and answers between the librarians and users. Thus, the study has resulted in the development of a system prototype to support virtual reference services. In addition, librarians need to be well–trained and competent in using social media tools to take full advantage of the benefits offered by these technologies.

“Ask a librarian”: Comparing virtual reference services in an Israeli academic library

This study considered two Web-based virtual reference services (VRS) at an academic library in Israel: chat (116 interactions) and email (213 exchanges). The contents of a set of questions and answers in both VRS services were analyzed, along with an open-ended questionnaire administered to the library's reference team (n=16). Differences were found in the question and answer distributions. Face-to-face reference is preferred by the librarians although they acknowledge that the best fitting service is dependent on the users' preferences and their information needs.

Collaboration and synergy in hybrid Q&A: Participatory design method and results

Virtual reference services (VRS) and social question and answer (SQA) are two different platforms that share many facets of their functionality, leading to an opportunity to create synergic solutions by bringing complimentary aspects of these services together. This article describes the use of participatory design, a method commonly used in human-computer interaction (HCI), for investigating design and deployment challenges to create a new hybrid question-answer (Q&A) system. A set of three design sessions was conducted with 17 experts from academia and industry. These semi-guided discussions asked the experts for their opinions and suggestions on various issues concerning what a potential hybrid Q&A system could look like. In addition, the participants were encouraged to provide design and implementation ideas based on expertise in their relative fields. The suggestions, comments, and ideas resulted in the development of 11 themes within three categories: (1) provision of more information; (2) provision of control; and (3) focus on user-friendly design. This paper provides details of the method, the sessions, and the design suggestions including the 11 themes and three broad categories. The paper provides a synthesis of the implications of the findings for virtual reference and social Q&A service providers and system designers. Finally, the participatory design method is compared to other methods, and implications for its use in library and information science are presented.

An Assessment of the University of Washington’s Chat Reference Services

This project assesses the chat reference service of the University of Washington (UW) Libraries. First, I conducted a literature review to examine the evolution of virtual reference services. Then, through OCLC’s Question Point, I examined chats that occurred during weeks 1, 5, and 10 of Winter Quarter 2014. Chats were coded according to pre-set conditions (category of questions, READ Level, time of day, and session time). An analysis showed that the majority of questions were either General Information or Known Item Lookups, the lowest level of difficulty for the answering librarian.

Improving Interaction in Online Liaison Services through Skype

This article describes a pilot project of enhanced virtual reference services through a multifaceted model of services that includes the addition of Skype reference. The project was created as a response to a growing need for advanced liaison services to the College of Nursing at The University of Texas at Arlington, which predominantly consists of online students. The number of online nursing students and degree and certificate programs offered by the university has grown exponentially in current and previous years, making this a particularly significant case study. Detailing of the method used to respond to user needs and of the outcome of the project will further the conversation about supporting online student success.

Delivering Virtual Reference Services on the Web: An Investigation into the Current Practice by Academic Libraries

This article describes a study on web-based reference services in academic libraries. A random sample of 362 institutions was taken from Peterson's Four-Year Colleges 2013. The authors scanned each library's website for reference-related activities, specifically if the library 1) provides or advertises reference on the main page and terminology used to advertise the reference service; 2) provides chat and related information such as chat box location, provider (in-house vs. consortia), and the vendor or program used and 3) provides other forms of virtual reference through email, phone, text messaging, instant messenger, video chat, interactive knowledge base, and other technologies. The findings indicate that approximately 68% of the libraries in the sample stated reference services on the main webpage. About 74% of the libraries used at least one of the following technologies for virtual reference: email, phone, chat, IM, text, and video chat. Exactly 47.5% of the libraries provide chat. The institutions that offer more advanced degrees and have more students are more likely to offer chat than those who offer low-level degrees and fewer students. This is the only study on a large scale with details about virtual reference in academic libraries.