User behavior and digital reference: implications for service development

User behavior and digital reference: implications for service development PowerPoint PPT Presentation


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digital=virtual=electronic=online. Digital reference: Information service delivered over a computer networkAsynchronous: e-mailSynchronous: chat, instant messaging, etc.. Why digital reference?. Library catalogs, databases, collections, and other resources are onlineUsers increasingly turn to the

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User behavior and digital reference: implications for service development

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1. User behavior and digital reference: implications for service development Jo Kibbee Unversity of Illinois, USA [email protected]

2. digital=virtual=electronic=online Digital reference: Information service delivered over a computer network Asynchronous: e-mail Synchronous: chat, instant messaging, etc.

3. Why digital reference? Library catalogs, databases, collections, and other resources are online Users increasingly turn to the Internet for communication and information 73% of American college students use the Internet more than they use libraries 80% of Internet users search it to find answers to questions (source: Pew Internet Project, 2003)

4. Who uses digital reference? 88% of libraries typically stipulate that use is restricted to current affiliates or questions relating to the library’s unique holdings, but… 30-50% of e-mail questions come from unaffiliated users 10-20% of chat users are unaffiliated

5. How do users find this service? Through host library’s website or auxilliary pages 40% main library’s main website 38% auxilliary pages 18% links from online catalog 4% links from databases (Ward, 2003)

6. How do users find this service? References from the bibliographic utilities or the Internet OCLC/RLIN locations Search engine indexing

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