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Balancing Digital Reference Services with ”Real Life” in the Library. Ann Kunish Greta Bruu Olsen Deichmanske Bibliotek June 28th, 2003. Our Digital Services:. Spør biblioteket. SMS. MappaMi: Patron account management. Keeping track of loans Renewals, reservations

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Balancing Digital Reference Services with ”Real Life” in the Library

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Balancing Digital Reference Services with ”Real Life” in the Library

Ann Kunish

Greta Bruu Olsen

Deichmanske Bibliotek

June 28th, 2003


Our Digital Services:

Spør biblioteket

SMS


MappaMi: Patron account

management

  • Keeping track of loans

  • Renewals, reservations

  • Register subjects of interest

  • Focus on patron responsibility

  • Cuts down on telephone calls/e-mails

  • that have to be handled by library personell

http://www.deich.folkebibl.no/cgi-bin/mappami


Spør biblioteket

  • ”Ask a Librarian”

  • First of its kind in Norway

  • Begun in 1997

  • Financed by the governmental organ for libraries from 1998

  • The future?

http://nyhuus.deich.folkebibl.no/deichman/spor.html


Nett Gateway

  • Quality-controlled, cataloged links

  • Limited number of hits

  • Introduced in 2002

  • General topics, topics of interest til school children, music

  • Intended for patrons and librarians

http://detektor.deichman.no/admin


SMS

Reference by SMS

  • Most appropriate for short, fact

  • questions

  • First-day chaos!

  • Popular

  • New patron group

http://www.boostcom.net/Interactive?page=login


Chat - a worthwhile service or a bad substitute for a phone call?

  • Tønsberg/Nøtterøy the first library to offer

  • chat

  • National service, patrons don’t necessarily

  • know which library is serving them

  • Mixed feelings in our library

http://www.bibliotekvakten.no/


How do our librarians experience chatting?

  • All were eager to try it

  • Slightly stressfull to begin with

  • Challenging

  • Not an extra work burden!?


”Kikkhulet”

  • Patrons can see what others have borrowed, what’s coming up…inspiration for reading

  • More a ”fun” feature than a real service

http://www.deich.folkebibl.no/kikkhull/


Global reference nettwork

Patrons and librarians make use of colleagues and collections the world over

Library of Congress, OCLC

http://www.questionpoint.org/crs/servlet/org.oclc.home.BuildPage?show=authorize&language=1


Question Point…

…provides professional reference service to users anywhere, anytime, through an international, digital network of libraries.


With Question Point you can…

  • Respond to, track and manage reference questions from patrons via the Web

  • Refer unanswered questions to other libraries in the library's cooperative as needed based on availability and expertise

  • Refer still-unanswered questions to expert resources through a global web-based network


  • Provide libraries with tools to add simple links from any page in their library portal to support a locally branded and customizable question-asking service including: Web-based submission forms, email-based interaction, and live chat for their patrons.


  • Integrate QuestionPoint's global reference network with alternative service providers the library might be using to address their local needs.

  • Search a global knowledge base of previously asked and answered reference questions


National

Libraries

Consortia

Academic

Libraries

Professional

Assn.

Public

Libraries

Unaffiliated

Experts

Partners

ASK-A

Services

Special

Libraries

Members

QuestionPoint


QuestionPoint is a Web-based LC-OCLC co-branded service that:

  • Enables user to ask questions of his/her local library

  • Allows local library to escalate to other libraries within cooperative

  • Allows reference librarian to escalate to global network


HowDoes ItWork?


Patron

access

via

institution

web pages

Library

Local/Regional

Library

Library

Consortium

A

Local KB

Individual Library

Global KB

Global Only

Library

Library

Global Only

Library

Consortium

B

Library

Global Only

Library

Library

Library

Global

QuestionPoint Process


Member

Profile

Member

Profile

Member

Profile

REQUEST

MANAGER

Requesting

Library

Patron

Answering

Library

Librarian

Traditional and

Online Resources:

Catalogs,

Web Resources,

Print Resources,

Subject Specialists

Knowledge

Base

ILL, Document

Delivery

The GlobalProcess

SEND QUESTION

GET QUESTION

NOTIFICATION

NOTIFICATION

SEND

ANSWER

GET

ANSWER

EDITED

Q & A


Member Profiling


Member Profiling


How Does Routing Work?

  • Step One - Exclusionary Elements:

    • Weekly Quota Filled

    • Education Level Served

  • Step Two - Best Fit Matching:

    • Subject 30%

    • Geographic Area 20%

    • Load Balancing 20%

    • Availability 20%

    • Format Expertise 10%


Sample Q & A Set


Knowledge Base

  • Editorial Board

  • Guidelines:

    • Copyediting, link checking

    • Add subjects and keywords for enhanced searching

    • Removal of patron information

    • Identify need for later review

  • Volunteer editors from membership

  • 2,100 + records edited since December


QuestionPoint Member Benefits

  • Extend traditional reference services

    • 24x7 service

    • Access to virtual collections

    • Access to subject/language specialists worldwide

    • Web-based (no software)

  • Reporting and tracking tools

  • Forge collaborative partnerships with other libraries and librarians

  • Develop digital reference best practices


What’s next?


WAP-search

http://www.bibsyst.no/bibverktoy/netthent.html


  • Circulation of electronic material

  • Streaming

  • Audio-books, speeches, lectures…

  • Licenses

  • Our legal answer to file-sharing

  • Forging new partnerships

/


  • Login