a model for development
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Ask a Librarian : Web-Based Reference Question Services

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A model for Development. Ask a Librarian : Web-Based Reference Question Services. Introduction. Web-Based Reference Question Services The Traditional Reference Interview Communication Barriers E-mail reference interview The Triangular Model

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Presentation Transcript
introduction
Introduction
  • Web-Based Reference Question Services
  • The Traditional Reference Interview
  • Communication Barriers
  • E-mail reference interview
  • The Triangular Model
  • Survey of Scandinavian Reference Question Services
  • A model for Development
web based reference question services
Web-Based Reference Question Services
  • Definition
    • A service introduced on the library’s web site
    • The patron can submit a question
    • The question is handled by a human intermediary
    • Provides an answer directly for the patron
    • It is an alternative to the traditional reference services
the traditional reference interview
The Traditional Reference Interview
  • Purpose of:
    • To clarify the information need
    • To obtain necessary information about the question and the patron
  • This helps the intermediary to answer the question satisfyingly
communication barriers
Communication Barriers
  • Problems in the reference interview
    • The nature of the information need
      • Unclear and vaguely formulated
  • The patron’s information illiteracy
    • Lacking knowledge about the library
    • Lacking understanding of the intermediary
communication barriers1
Communication Barriers
  • Overcoming communication barriers
    • Acting as a catalyst
    • Using interviewing techniques
    • Announcing intensions
e mail reference interview
E-mail reference interview
  • Ability to handle the same kind of questions
  • Problems interviewing by e-mail
    • An asynchronic way of communication
    • Often unstructured
    • Difficulties in obtain the necessary information
  • Can be resolved by using a form
the triangular model
The Triangular Model

Information Literacy

Presentation

The Patrons’

Information Need

Cognitive tools

Reference Question Form

the triangular model the patrons
The Triangular Model : The Patrons’

Affecting Information Need - Information Literacy

  • Educational level
  • Knowledge of the Internet
  • Prior experience with the service
  • General knowledge of the
the triangular model presentation
The Triangular Model : Presentation

Affecting Information Literacy - Reference Question Form

  • Introduction
  • Explanations
  • Examples
  • Communication
  • Alternatives
the triangular model cognitive tools
The Triangular Model : Cognitive tools

Affecting Information Need - Reference Question Form

  • Structure
  • Interviewing techniques
  • Examples
survey of scandinavian reference question services
Survey of Scandinavian Reference Question Services
  • Evaluation chart based upon the triangular model
  • Examined all Scandinavian public libraries’ web sites
  • Found 54 different services of which 15 were chosen
  • These were categorised in 3 types:
    • The e-mail pattern
    • The simple form
    • The elaborated form
survey of scandinavian reference question services1
Survey of Scandinavian Reference Question Services

The e-mail pattern

  • Provides a mailto-link for submitting the question
  • Short introduction with little explanation
  • No structure helping the patron formulating the question
  • Does not secure the necessary information for the intermediary
  • Can not replace the traditional reference interview
  • Will often require additional communication
survey of scandinavian reference question services2
Survey of Scandinavian Reference Question Services

The simple form

  • Provides a text-box for submitting the question
  • Obtains name and e-mail address
  • Can included a more detailed introduction
  • No structure helping the patron formulating the question
  • Does not obtain all the necessary information for the intermediary
  • Can not replace the traditional reference interview
  • Will often require additional communication
survey of scandinavian reference question services3
Survey of Scandinavian Reference Question Services

The elaborated form

  • Provides several text-boxes for submitting the question
  • Address several aspects of the information need
  • Includes detailed introductions and explanations
  • Provides a structure helping the patron formulating the question
  • Obtains most of the necessary information for the intermediary
  • Can replace the traditional reference interview to some extent
  • Does not require additional communication
a model for development1
A Model for Development
  • Existing Scandinavian Web-Based Reference Question Services can be improved
  • The elaborated form is better off dealing with the patron’s information need and information illiteracy.
  • The triangular model can be used to developing the elaborated forms
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