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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

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

Ann Kunish

Greta Bruu Olsen

Deichmanske Bibliotek

June 28th, 2003

our digital services

Our Digital Services:

Spør biblioteket

SMS

slide3

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

slide4

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

slide5

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

slide6

SMS

Reference by SMS

  • Most appropriate for short, fact
  • questions
  • First-day chaos!
  • Popular
  • New patron group

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

slide7

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
How do our librarians experience chatting?
  • All were eager to try it
  • Slightly stressfull to begin with
  • Challenging
  • Not an extra work burden!?
kikkhulet
”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/

slide10

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

slide11

Question Point…

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

slide12

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
slide13

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.

slide14

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
slide15

National

Libraries

Consortia

Academic

Libraries

Professional

Assn.

Public

Libraries

Unaffiliated

Experts

Partners

ASK-A

Services

Special

Libraries

Members

QuestionPoint

slide16

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
slide18

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

slide19

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

slide22

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%
knowledge base
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
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
slide28

WAP-search

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

slide30

Circulation of electronic material

  • Streaming
  • Audio-books, speeches, lectures…
  • Licenses
  • Our legal answer to file-sharing
  • Forging new partnerships

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