Search (113 results, page 1 of 6)

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Abstract

Provides illustrative examples of the methods, tools and resources that enable librarians, information specialists and end users to make the most of the WWW. The 4 key factors that facilitate access are location, evaluation, organization and communication. Outlines how a number of sistes make use of these factors. Describes: the Internet Library for Librarians, Argus Clearinghouse's Digital Librarian's Award; FEDSTATS, the University Library System, chines University of Hong Kong, the WWW Virtual Library, the Finnish Virtual Library Project, and BIBNET

Date

22. 2.1999 13:19:44

Source

Information retrieval and library automation. 33(1998) no.8, S.1-3

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Abstract

Describes the resources available through the LoC WWW online site. Covers: general information and publications; government information; research and collections services which include the historical collections for the National Digital Library, and the American Memory Project; copyright information from the US Copyright Office; online databases of the LoC including the LoC MARVEL gopher based information system; electronic exhibits; and information and guides for searching the Internet

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Abstract

It has become increasingly common for libraries to provide a reference service which operates via e-mail or through online forms. This paper compares the performance of three digital reference services available on the World Wide Web, namely, AllExperts, Ask a Librarian, and Internet Public Library (a fourth service, Ask Bob, was included initially but eventually excluded). The online digital reference/"expert" services are generally very effective; most provide an answer within three days, and include suggestions for sources of further information. Although the general response rate from all the services was good, library-based services were found to be more trustworthy since they provided the answers together with the sources.

Object

Internet Public Library

Source

Library review. 53(2004) no.1, S.11-16

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Abstract

Reports on a small-scale experiment designed to assess the performance of the freely available digital reference services. Ten questions - five purely fact-finding, and five on the subject of political affairs - were submitted to three digital reference services (DRS), namely, AllExperts, Ask a Librarian, and UCLA E-Mail Reference Service. The findings show that DRS deliver generally accurate information although the time taken to do so varies both between services and within a particular service. The collaborative nature of such endeavours is also likely to continue as individual institutions seek to limit the expense they incur. Instructing users on how to find information independently has always been one of the hallmarks of academic reference services, and this has to be given priority in a digital environment.

Source

Library review. 53(2004) no.1, S.24-29

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Abstract

This article discusses the history and emergence of non-library commercial and noncommercial information services on the World Wide Web. These services are referred to as "expert services," while the term "digital reference" is reserved for library-related on-line information services. Following suggestions in library and information literature regarding quality standards for digital reference, researchers make clear the importance of developing a practicable methodology for critical examination of expert services, and consideration of their relevance to library and other professional information services. A methodology for research in this area and initial data are described. Two hundred forty questions were asked of 20 expert service sites. Findings include performance measures such as response rate, response time, and verifiable answers. Sites responded to 70% of all questions, and gave verifiable answers to 69% of factual questions. Performance was generally highest for factual type questions. Because expert services are likely to continue to fill a niche for factual questions in the digital reference environment, implications for further research and the development of digital reference services may be appropriately turned to source questions. This is contrary to current practice and the emergence of digital reference services reported in related literature thus far.

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Abstract

Describes the aims and activities of LOIS (Library Online Information Service); previously known as the Golden Valley Information Project; to examine the feasibility of providing community information in small, isolated rural areas of the UK by means of computer terminals in 'non official' venues such as village halls and post offices. The project was funded by a number of agencies, including the Hereford and Worcester Training and Enterprise Council. David Drewitt discusses the lessons learned from the LOIS project and the types of community information currently provided by the networked service. David Morris decribes the technical aspects of the project, including the intranet used

Imprint

London : Library Association Publ. in association with UK Office for Library Information Networking, Bath University

Source

The Internet, networking and the public library. Ed.: S. Ormes u. L. Dempsey

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Footnote

Rez.: ZfBB 52(2005) H.1, S.52-53 (N. Lossau: "Service-Gedanke Digitale Bibliotheken gehören heute bereits zum selbstverständlichen Vokabular von Bibliothekaren und es gibt wohl kaum einen Internetauftritt von Bibliotheken, der nicht eine Digitale Bibliothek beinhaltet. Fast ebenso vielfältig wie die Vorkommen sind auch die Ausprägungen und Definitionen von Digitalen Bibliotheken, weshalb man mit einer Mischung aus Interesse und Skepsis das vorliegende Buch in die Hand nimmt. »The ultimate digital library«, ein ambitionierter Titel, vom Autor und der American Library Association, in deren Reihe die Publikation erschienen ist, wohl nicht zuletzt aus Marketinggründen wohlbedacht gewählt, suggeriert dem Leser, dass hier die vollendete, perfekte Form einer Digitalen Bibliothek beschrieben wird, die sich seit den goer Jahren mit rasantem Tempo entwickelt hat. Es dauert eine ganze Weile, bis der Leser auf die Definition von Pace stößt, die sich als roter Faden durch sein Werk zieht: »The digital library - a comprehensive definition will not be attempted here - encompasses not only collections in digital form, but digital services that continue to define the library as a place.« (S.73) Pace konzentriert sich auf den ServiceAspekt von Digitalen Bibliotheken und zielt damit auf eine Entwicklung ab, die in der Tat als zukunftsweisend für Bibliotheken und Digitale Bibliotheken zu gelten hat. Zu lange haben Bibliotheken sich schwerpunktmäßig auf die digitalen Sammlungen und ihre Produktion (durch Digitalisierung) oder Kauf und Lizenzierung konzentriert, wie Pace zu Recht an der gleichen Stelle beklagt. Die Zukunft mussfür Bibliotheken in der Entwicklung und Bereitstellung von digitalen Services liegen, die den Endnutzern einen echten Mehrwert zu bieten haben. Darin liegt sein Verständnis einer ultimativen Digitalen Bibliothek begründet, ohne dass er die Definition ausführlicher thematisiert. Pace räumt in diesem Zusammenhang auch mit einem Mythos auf, der die Digitalen Bibliotheken lediglich als »Hilfsdienste« einer traditionellen Bibliothek betrachtet. Wesentlich sympathischer und realistischer erscheint dem Leser die folgende Charakterisierung des Verhältnisses: »The digital-traditional relationship is symbiotic, not parasitic: digital tools, services, and expertise exist to enhance the services and collections of libraries, not necessarily to replace them.« (S. 73) Kooperation mit SoftwareAnbietern Der inhaltliche Leitgedanke der digitalen Services ist auch eine ideale Basis für eine weitere Botschaft von Pace, die er mit seinem Buch vermitteln möchte: Bibliothekare und Anbietervon BibliotheksSoftware müssen bei der Entwicklung dieser Services eng zusammenarbeiten. Glaubt man dem Vorwort, dann stellt das Verhältnis von »libraries and vendors« [Bibliotheken und Anbietern] die Ausgangsthematik für die Publikation dar, wie sie von der American Library Association bei Pace in Auftrag gegeben wurde. Dieserverfügt offensichtlich über den geeigneten Erfahrungshintergrund, um eine solche Beschreibung abzuliefern. Nach seinem Studiumsabschluss als M.S.L.S. begann er seine berufliche Laufbahn zunächst für mehr als drei Jahre bei der Firma für Software zur Bibliotheksautomatisierung, Innovative Interfaces,woer unteranderem als Spezialist zur Produktintegration von z.B. WebPAC,Advanced Keyword Search arbeitete. Heute ist Pace »Head of Systems« an den North Carolina State University Libraries (Raleigh, N.C.) und ständiger Kolumnist in dem Magazin Computers in Libraries.
Neue Herausforderungen angehen Die Publikation erhält ihre Bedeutung aus der mehrperspektivischen Betrachtung von Digitalen Bibliotheken und ihren Services. Der Untertitel »where the new information players meet« macht bereits deutlich, worin der Autor eine der größten Herausforderungen der Zukunft für Bibliotheken sieht: sie befinden sich im Wettbewerb mit anderen Playern im Informationsmarkt. Ausführlich beschreibt Pace auch die zukünftige Rolle von Anbietern im Bereich der Bibliothekssoftware, für sich und im Zusammenspiel mit Bibliotheken. Beide Parteien sollten auf geeigneten Feldern gemeinsam die Herausforderungen angehen, die durch das Erscheinen neuer Informationsanbieter für Bibliotheken und ihre traditionellen Softwarelieferanten entstanden sind. Pace bevorzugt zur Charakterisierung der Beziehung die Begriffe »codependence« und »codevelopment« (S.16), die ihm prägnanter erscheinen als nur »partnership«. Insbesondere die Kapitel 2 »Sizing up the dot-com competition« und 3 »Business challenges to library practices« beschreiben anhand von prägnanten Beispielen, wie solche Mitbewerber mit dem Aufkommen des Internets in den traditionellen Tätigkeitsbereich von Bibliotheken eingetreten sind. Google, Yahoo und Amazon sind heutzutage wohl die bekanntesten kommerziellen Service-Anbieter im Internet, die in kurzer Zeit eine unglaubliche Popularität und internationale Verbreitung erreicht haben. Pace geht aber auch auf Services wie das Open Directory Project ein (www.dmoz.org), in dem registrierte Fachleute nach einem kooperativen Klassifikationssystem ausgewählte Links auf Internetquellen zusammenstellen. Kommerzielle Dienstleister wie Ouestia, Ebrary oder XanEdu, die der Autor beschreibt, haben sich auf das Angebot digitaler Bücher im Internet spezialisiert und treten mit unterschiedlichen Geschäftsmodellen an Bibliotheken und Endnutzer direkt heran. Wenn auch die Oualität laut Pace nicht immer überzeugend ist, so sind Marketing, Geschäftsideen und Verkaufsmodelle doch durchaus einer näheren Betrachtung durch Bibliotheken wert. Pace rät den Bibliotheken, diese neuen Herausforderungen aktiv anzugehen und dabei einerseits von den Erfolgskonzepten eines Google-Dienstes, andererseits aber auch von den Geschäftsmodellen und Planungskonzepten der Privatwirtschaft zu lernen und geeignete Instrumentarien zu übernehmen. Besonders aufschlussreich ist für den Leser Kapitel 4 »Business models for digital library services«. Basierend auf einem Strategiepapier aus dem Jahre 2000, das durch zwei Vertreter der »Fakultät für Geschäftsmanagement« an der Heimatuniversität des Autors erstellt wurde, stellt Pace einige konkrete Prozessschritte aus dem privatwirtschaftlichen Bereich vor, die er in verschiedene Phasen untergliedert. Die Beschreibung ist durch klare Botschaften durchaus anschaulich gestaltet und auch der nicht ganz unbeschlagene Leser fühlt sich zur Reflektion eigener Vorgehensweisen angeregt, wenn er aufgefordert wird: »solve only known problems« (S.75).
Digitale Auskunftsdienste Pace verfällt als Insider der Bibliotheks- und Firmenszene glücklicherweise nicht in das Stereotyp einer einfachen Schwarz-Weiß-Gegenüberstellung von »erfolgreichen Firmenkonzepten« einerseits und »unflexiblen, traditionsbelasteten Bibliotheken« andererseits, wie man sie nicht selten von Bibliothekskritikern hört. In den bereits genannten Kapiteln 2 und 3 sieht und benennt er durchaus nachahmenswerte Beispiele für digitale Servicesvon Bibliotheken, die auch Adaptionen von kommerziellen Diensten darstellen können. Digitale Auskunftsdienste (»Virtual or online reference services«) per E-Mail oder Chat erfreuen sich offenbar zumindest in den USA steigender Beliebtheit, die Pace unter anderem mit dem Wegfall der Hemmschwelle einer persönlichen Ansprache erklärt. OnlineKataloge erfahren zunehmend eine Anreicherung mit Informationen wie Inhaltsverzeichnissen oder Abstracts, wie sie von Amazon bekannt sind. Pace erwähnt auch lobend die Rolle einiger Öffentlicher Bibliotheken, die Yahoos Verbalerschließungssystem als Grundlage für eigene Internetservices genommen haben - und dafür von anderen Kollegen heftig gescholten werden. In dem Kontext der Gegenüberstellung von privatwirtschaftlich organisierten Diensten und öffentlich-rechtlichen Bibliotheken empfehlen sich die Kapitel 6 »Libraries are not ALL (sic!) business« und 7 »First principles« als lesenswert, weil sie sich explizit gegen eine unreflektierte Übernahme privatwirtschaftlicher Geschäftsregeln und -vorgehensweisen durch Bibliotheken aussprechen, auch wenn sich gänzlich neue Aspekte bei den gewählten Beispielen wie »fair use«, »privacy of end-users« aus bibliothekarischer Sicht nicht entdecken lassen. Entwicklung von Services Auch wenn Pace als amerikanischerAutor mit seinen Beispielen ein geographisch begrenztes Spektrum analysiert, so lassen sich viele Schlussfolgerungen doch ohne weiteres auch auf europäische Bibliotheken übertragen. Die vorliegende Publikation kann allen Bibliothekaren in leitenden Positionen sehr zur Lektüre empfohlen werden, da die Fokussierung auf die Entwicklung von Services sowie die Erörterung möglicher strategischer Partnerschaften auf der Agenda eines jeden Bibliotheksmanagements stehen sollte. Die Lektüre sollte allerdings in dem Bewusstsein erfolgen, dass Pace durch die Schwerpunktsetzung auf das Verhältnis »Bibliotheken - Anbieter von Informationstechnologie und -diensten« einige weitere wesentliche Aspekte weitgehend außer Acht lässt. Diese betreffen im Falle von Universitätsbibliotheken beispielsweise das Verhältnis von Bibliotheken als Dienstleistern zu weiteren lokalen Dienstleistern (insbesondere Rechenzentren, Medienzentren) sowie die zunehmende Modularität von Service- und Informationsarchitekturen, die ein nahtloses Zusammenspiel lokaler und externer Services sinnvoll erscheinen lassen. Die Orientierung an den tatsächlichen Bedürfnissen von EndNutzern steht zwar nicht direkt im Mittelpunkt der Service-Beschreibungen des Autors, einige wesentliche Aspekte werden aber behandelt (z.B. S.57). Weitere Zielgruppen der Publikation sind aufgrund der gewählten Thematik zu Digitalen Bibliotheken und Services sicherlich Bibliothekare in verantwortlichen Positionen in den Bereichen Informationstechnologie und Benutzung. Alle Bibliothekare, und insbesondere Berufsanfänger, mögen darüber hinaus mit Interesse die Ausführungen von Pace zu seinem beruflichen Werdegang sowie speziell das Kapitel 5 »Sheep in wolves' clothing/Working inside and outside the library« verfolgen, in dem er berufliche Chancen und Szenarien für Bibliothekare im IT-Firmenbereich beschreibt."

Imprint

Chicago, IL : American Library Association

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Abstract

If your customers don't sleep, why should your reference service? Online library reference services available 24/7 are offered in a growing number of institutions. With many models to choose from and more details to be worked out, it is a critical time for librarians to assess their patrons' needs and market their services to address these needs. Collecting and documenting what thousands of virtual reference librarians have learned over the past few years, this comprehensive guide provides a needed overview to help new and aspiring virtual reference library departments to understand the entire process and its ramifications. In a text supplemented with checklists so no key element is forgotten, this reference offers the real-world answers from Ieading experts to the most common questions: - Where has Web-based library reference come from and where is it going? - What is the best digital reference software to address specific needs? - How do they get hired and trained? - When and how does a library market such a radial new Service? - Why are evaluations and system enhancerncnts critical to the future of digital reference? With a look into the costs, and a look into the future, supplemented with the most comprehensive bibliography available an the topic, Going Live is a one-stop resource for getting started in digital reference services.

Imprint

Chicago, IL : American Library Association

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Abstract

A project of Direct Patron Access to Computer-based Reference Systems Committee, Machine-assisted Reference Section, Reference and Adult Services Division, American Library Association.

LCSH

Library information networks / United States
Online library catalogs / Remote access / United States

Subject

Library information networks / United States
Online library catalogs / Remote access / United States

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Abstract

Describes the opening of the Internet Public Library (IPL) in 1995 and the functions of the IPL, the most important of which is the provision of a library reference service to questions from all over the world. Sets out the mission statement and statement of principles of the IPL project and describes the virtual library environment in which it operates

Object

Internet Public Library

Source

Electronic library. 14(1996) no.2, S.122-126

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Date

22. 3.2004 14:46:50

Footnote

Rez. in: B.I.T. online 6(2003) H.3, S.298-299 (J. Plieninger): "Wer im vorigen Heft von B.I.T.online den Fachbeitrag von Hermann Rösch über Bibliothekarische Auskunft im Web gelesen und sich daraufhin überlegt, einen solchen Dienst einzuführen, für den wäre dieses Buch das geeignete Mittel, sich für die Einführung einer Online-Auskunft fit zu machen. Die Autorin ist in der amerikanischen Internet Librarian- und Reference Librarian-Szene wohlbekannt: 1993 verfasste sie mit zwei Mitautoren Crossing the Internet Treshold, ein Tutorial für die Nutzung des Netzes, welches für die Profession eine Hilfestellung für die breite Nutzung des Internets bot. Das hier besprochene Buch könnte eine ähnliche Funktion für die Einführung der Virtual Reference bekommen: Es bietet einen Selbstlernkurs, welcher anschaulich die Grundlagen und die Grundhaltung bei der Implementation eines solchen Dienstes vermittelt. Was ist alles in diesem Kurs enthalten? Der erste Teil des Buches behandelt den Entscheidungsprozess, einen Online-Auskunftsdienst einzuführen: Es werden Vor- und Nachteile diskutiert, die Bedürfnisse der Benutzer untersucht ("There will always be a need for a human consultant to satisfy the needs of the information seeker.") und die Grundlagen der Entscheidungsfindung für eine geeignete Software behandelt. Der zweite Teil handelt dann von den Fragen der "Einrichtung" des virtuellen Auskunftsplatzes. Hier gibt es z.B. eine Schulung in den besonderen Kommunikationsformen, welche beim Chat zu beachten sind, eine Einbettung des neuen Dienstes in das Leitbild, die Geschäftsordnung bzw. Arbeitsorganisation der Bibliothek ("library policies") und zuletzt die komfortable Ausstattung des Auskunftsplatzes für Benutzer und Beschäftigte bis hin zu Fragen der Evaluation und Qualitätssicherung. Der dritte Teil behandelt die Aufgabe, einen Dienst zu implementieren, der sich selbst trägt, indem man ein Marketing für den neuen Dienst einrichtet, das ihn auf herkömmlichen und neuen Wegen promotet und ihn benutzerfreundlich ausgestaltet.
Rez. in BuB 56(2004) H.3: "Auskunfts- und Informationsdienst wird in den USA als unverzichtbare und wohl wichtigste bibliothekarische Tätigkeit betrachtet. Daher verwundert nicht, dass die Popularisierung des Internet Bibliothekare und Bibliotheken frühzeitig dazu veranlasst hat, ihre Auskunftsdienstleistungen im Web anzubieten. Dies geschah zunächst durch organisierte Auskunft per E-Mail, später per Webformular und vor allem seit 2000/2001 verstärkt per Chat. Als zusammenfassende Bezeichnung für diese Varianten wird meist der Begriff digital reference verwendet. In den USA, aber auch in Australien, Großbritannien oder Skandinavien schenkt man dem Thema Digital Reference schon seit mehreren Jahren größte Aufmerksamkeit. Die Zahl der bislang dazu publizierten Fachaufsätze lag Ende 2003 bereits weit über 600, jährlich im November findet seit 1999 die »Digital Reference Conference« statt, und mit DIG_REF sowie LiveReference existieren zwei Diskussionslisten, die sich ausschließlich mit Fragen bibliothekarischer Auskunft im Internet beschäftigen. Im vergangenen Jahr sind in den USA allein vier umfangreiche Monographien zu Digital Reference erschienen, darunter das hier zu besprechende Werk von Anne Lipow. ... Gegenwärtig deutet sich an, dass das Thema Digital Reference, Online-Auskunft oder Auskunft per Chat in deutschen Bibliotheken auf mehr Interesse stößt als in den vergangenen Jahren. Nachdem bislang vorwiegend (einige wenige) wissenschaftliche Bibliotheken ChatAuskunft anbieten, haben mehrere Öffentliche Bibliotheken, darunter die ZLB Berlin und die Stadtbücherei Frankfurt am Main, angekündigt, zukünftig auchAuskunftperChatanbieten zu wollen. Eine wichtige Rolle spielt in diesem Zusammenhang der weltweite Auskunftsverbund QuestionPoint, der von OCLC gemeinsam mit der Library of Congress betrieben wird. Sowohl denjenigen, die sich noch im Unklaren sind, als auch jenen, die entsprechende Planungen bereits beschlossen haben, kann der Band von Anne Lipow nur wärmstens empfohlen werden." (H. Rösch)

Imprint

Berkeley : Library Solutions Press

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Abstract

Reports an interview with Alec Gallimore, Central Library Manager of Manchester Public Libraries, where the public library has joined with the Citizens Advice Bureau, a national firm of management consultants, local voluntary groups and city council departments to establish the Manchester Community Information Network. The project is designed to proved community information through public terminals in the form of Web pages with access to local databases. Notes that there is a project de develop touch screen kiosks

Source

Electronic library. 15(1997) no.4, S.297-298

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Abstract

Librarians at Arizona University Library and the Prima Community College Library are using the WWW as a vehicle for promoting a heightened sense of community through their exhibit: Through Our Parent Eyes: Tuscon's Diverse Community. Its purpose is to acknowledge the community's multicultural heritage through digital histories that combine historical images and text with stories of Tuscon told by some of Tuscon's founding members. Describes the experience of the 2 libraries in building the Web site exhibits featuring Tuscon's traditionally underrepresented groups and points to ways in which the Web site may be developed by highlighting key elements, developmental considerations, goal setting, costs, benefits, and rights and permissions

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Abstract

Reports on the performance of five free digital reference services (DRS) in answering ten reference questions. The first five questions were of a simple, factual, nature which should have ready answers. The second set of five were based on the subject of film studies. The answers to these questions varied from a simple one- or two-word response, to more extensive information, such as question 10. This study notes the use of various delivery methods for DRS: chat, Web forms, e-mail. It outlines the individual and co-operative approaches; and the challenges posed to the academic libraries by the so-called expert services. This study also intends to check if the services would ask for further information to ensure accuracy or simply provide the best answer based on the first query. It finds that there is often a trade-off between speed of response and quality or accuracy of response.

Source

Library review. 53(2004) no.1, S.17-23

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Abstract

This article seeks to address the following questions: Why do certain people, who are fully information literate with printed materials, become hesitant and even reluctant when it comes to finding something on the Internet? And why do we, information professionals, find it difficult to support them adequately? Mature users of digital information are often skeptical about the value of the Internet as a source for professional information. Over the years much has been achieved, but many prophecies of the experts on digitalization from the early hours still have not yet been fulfilled. Mature users do possess all skills needed to be digital-information literate, but they need to be assisted in specific areas where those skills are insufficient. They tend to blame themselves even if shortcomings in accessibility of digital sources and computer errors obstruct their search. Operating hardware requires a dexterity that can only be acquired by experience. Instruction should be hands-on; demonstration is far less effective. Special attention should be given to reading and interpreting navigation information on the screen and to the search strategies the Internet requires. Use of imagination and trial-and-error methods are to be recommended in this respect.

Source

Library trends. 51(2002) no.2, S.199-209

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Abstract

Findings of the Croydon Libraries Internet Project (CLIP), 1994 Mar 96, which aimed to assess the value of the Internet for UK public libraries. Reviews the Internet as a staff tool (the Electronic Reference model), the potential benefits of providing public access and a range of technical issues which will be relevant to public libraries establishing such services

Imprint

London : British Library

Series

British Library research and innovation report; 13

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Abstract

Purpose - This article is an edited version of a report commissioned by the British Library and JISC to identify how the specialist researchers of the future (those born after 1993) are likely to access and interact with digital resources in five to ten years' time. The purpose is to investigate the impact of digital transition on the information behaviour of the Google Generation and to guide library and information services to anticipate and react to any new or emerging behaviours in the most effective way. Design/methodology/approach - The study was virtually longitudinal and is based on a number of extensive reviews of related literature, survey data mining and a deep log analysis of a British Library and a JISC web site intended for younger people. Findings - The study shows that much of the impact of ICTs on the young has been overestimated. The study claims that although young people demonstrate an apparent ease and familiarity with computers, they rely heavily on search engines, view rather than read and do not possess the critical and analytical skills to assess the information that they find on the web. Originality/value - The paper reports on a study that overturns the common assumption that the "Google generation" is the most web-literate.

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Abstract

Princeton University is using computer networking to forge links with the local community. Describes the work of its Office of Computing and Information Technology. It maintains a campus-wide information system Princeton New Network which is available for public access and supports local schools in a variety of ways the most recent project being to provide Internet access to the Princeton Regional Schools

Imprint

Illinois : University at Urbana-Champaign, Graduate School of Library and Information Science

Source

Emerging communities: integrating networked information into library services. Proceedings of the Clinic on Library Applications of Data Processing, Illinois University at Urbana-Champaign, 4-6 April 1993. Ed.: A.P. Bishop

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Footnote

Rez. in: JASIST 56(2005) no.11, S.1238-1239 (D.A. Stirling): "Virtual reference services are becoming an important tool as librarians strive to stay current with patron's information demands. In 2001, the Washington State Library initiated the Statewide Virtual Reference Project (SVRP) to support electronic reference services throughout the state. An element of that project, termed "Anytime, Anywhere Answers," was designed to train librarians in the effective use of virtual reference services. The results of that project, including precautions and pitfalls, as well as the curriculum used in the project, are recounted in this book. The book begins with a short review of the Washington State experience with virtual reference training (VRT) and the means by which the guide can be used. The very first page begins with an example of a virtual reference session gone wrong and the authors set the tone for the remainder of the book, which decries the "Shazam! You're a virtual librarian" phenomenon. The second chapter provides a thorough overview of the Washington State SVRP, including planning elements, budgeting, convening of focus groups, and training development. Perhaps the most important information in this chapter is the identification of eight key skills, aptitudes, and knowledge critical in online environments: chat skills, online reference interview, internet searching, database searching, collaborative browsing, customizing scripts, methods for evaluating success, and coping with technical glitches. Building an the aforementioned eight key skills, Chapter Three of the book examines the "core competencies" needed for virtual reference. These 14 competencies are wide ranging and clearly demanding of the librarian training in VRT. In addition, the authors expound upon the eight key skills, aptitudes, and knowledge identified in Chapter Two. Constructivist learning, which has garnered controversy in recent years, was identified as the learning platform for Washington State's SVRP and is the subject of the book's fourth chapter. The authors explain why this learning Format was chosen-primarily because VRT developers felt that participants would learn better by reaching their own conclusions. In this case, constructivist learning involved virtual field trips, secret patron activities, and weekly chat meetings. The challenge of developing the SVRP is described in Chapter Five, with a focus an descriptions of in-person training, online training, and individual and collaborative learning. While earlier chapters discuss theory, practical issues involved in developing and maintaining a VRT program are the subject of Chapters Six through Nine. Important issues, such as curriculum development, training activities, online behavior, and post-program assessment, are examined in detail. Many of the issues examined in these chapters are those that information professionals are faced with an a regular basis. In discussing curriculum development, the authors describe the important questions that need to be asked, as well as important issues such as identifying and qualifying trainers and staff, course timing, determining curriculum efficacy, methods of training delivery, and methods of evaluation.
The real core of the SRVP, that is, the VRT training activities actually utilized by Washington State, are presented in Chapter Seven in roughly the same order as they took place in the course (train the trainer, orientation, chat practice, multitasking skills, virtual field trips, secret patron, transcript review, checking out the competition, policy and procedure review, sharing via a discussion list, and online meetings). Most interestingly, Chapter Eight deals with behavior, an issue rarely discussed in the context of librarianship, let alone providing reference services. As stated by the authors, "the most difficult aspect of digital reference service involves incorporating model reference interview techniques into an online transaction" (p. 74). The SVRP utilized an "online secret patron scenario" as a training tool that helped the student get the question straight, kept the customer informed, and provided the information required by the patron. The final chapter of the book reviews the important tasks of evaluation, modification, and follow-up. To that end, evaluative material is described and linked to Appendix A (assessment tools). In addition, evaluative tasks such as trainer debriefings and consultation with others participating in the SVRP are described. Finally, the chapter includes examples of unexpected consequences experienced in evaluating VRT services (from total inability to handle online transactions to poor marketing or branding of online services). Many useful appendices are included in this book. Appendix A provides examples of several assessment tools used during the "Anytime, Anywhere Answers" program. Appendix B consists of actual transcripts (edited) designed to illustrate good and bad virtual reference transactions. The transcripts illustrate transactions involving helping with homework, source citing, providing an opinion, suggesting print materials, and clarifying a question. This appendix should be required reading as it provides real-world examples of VRT in action. Appendix C is a copy of a VRT field trip questionnaire. The next appendix, like Appendix B, should be required reading as it includes an actual transcript from seven secret patron scenarios. A policies and procedures checklist is provided in Appendix E. Yet another critical source of information is presented in Appendix F, online meeting transcript. This transcript is the result of an online meeting conducted during a VRSP training class held in 2003. According to the authors, it is an example of the positive working relationship developed during a five-week learning course. The remaining appendices (G through 1) present information about support materials used in the VSRP, the VSRP budget, and trainer notes and tips. Clearly, VRT is a skill and resource that information professionals need to embrace, and this book does a fine job of outlining the essentials. It is apparent that the Washington State experience with VRT was a pioneering venture and is a model that other information professionals may seek to embrace, if not emulate, in developing their own VRT programs. However, this book is not a "complete guide" to VRT. There is too rapid development in virtual environments for any one to claim such an achievement. However, it is likely the most "complete" guide to the Washington State experience that will be published; therefore, this book should serve as a thorough and revelatory guide to VRT for several years to come."

Imprint

Chicago, IL : American Library Association

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Abstract

Purpose - The purpose of this paper is to examine the question of whether modern digital information technologies damage their users' cognitive capacities in some way, and to speculate on how librarians should adapt their services as a consequence of the controversy surrounding this question. Design/methodology/approach - The paper reviews some recent literature on this subject, combined with an examination of the role played by technology, librarians and government in determining the nature of our society's response to problematic aspects of the use of digital, internet-based applications in education. Findings - The paper finds that highly differentiated and highly polemical attitudes to this subject mean that librarians have to acknowledge the existence of important challenges to the apparent consensus about the way information technologies should be used in education in Western societies. This has important consequences for the approach to collection building (the balance between digital versus print provision), for library building design, and for the value which should be placed on systematic information literacy teaching. The existence of such an important debate should also embolden information professionals to make their own insights into these issues more widely known. Research limitations/implications - Some of the findings in this paper are amenable to further development through practitioner-oriented research; however, the bulk of the content used for this paper is derived from the literature on this topic, so there is no original research data presented to back up the assertions made by the author. It is simply an account of a debate which has to be acknowledged by librarians. Practical implications - The implications of the issues under discussion in the paper are presented in clear practical terms, and the consequences for library management made explicit. Social implications - The clash between two different theories of learning and information provision is debated and the links with issues of government policy are explored. The social connections between education and wealth generation are brought into this debate. Originality/value - The paper provides a useful, up-to-date briefing on recent controversial issues in education, information management and socio-economic policy making.

Source

Library review. 60(2011) no.4, S.269-278