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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
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: the Library

Spør biblioteket

SMS


Balancing digital reference services with real life in the library

MappaMi: Patron account the Library

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


Balancing digital reference services with real life in the library

Spør biblioteket the Library

  • ”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


Balancing digital reference services with real life in the library

Nett Gateway the Library

  • 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


Balancing digital reference services with real life in the library

SMS the Library

Reference by SMS

  • Most appropriate for short, fact

  • questions

  • First-day chaos!

  • Popular

  • New patron group

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


Balancing digital reference services with real life in the library

Chat - a worthwhile service or a bad the Library 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? the Library

  • All were eager to try it

  • Slightly stressfull to begin with

  • Challenging

  • Not an extra work burden!?


Kikkhulet
”Kikkhulet” the Library

  • 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/


Balancing digital reference services with real life in the library

Global reference nettwork the Library

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


Balancing digital reference services with real life in the library

Question Point… the Library

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


Balancing digital reference services with real life in the library

With Question Point you can… the Library

  • 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


Balancing digital reference services with real life in the library


Balancing digital reference services with real life in the library


Balancing digital reference services with real life in the library

National alternative service providers the library might be using to address their local needs.

Libraries

Consortia

Academic

Libraries

Professional

Assn.

Public

Libraries

Unaffiliated

Experts

Partners

ASK-A

Services

Special

Libraries

Members

QuestionPoint


Balancing digital reference services with real life in the library

QuestionPoint is a Web-based alternative service providers the library might be using to address their local needs.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


Balancing digital reference services with real life in the library

How alternative service providers the library might be using to address their local needs.Does ItWork?


Balancing digital reference services with real life in the library

Patron alternative service providers the library might be using to address their local needs.

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


Balancing digital reference services with real life in the library

Member alternative service providers the library might be using to address their local needs.

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


Balancing digital reference services with real life in the library

Member Profiling alternative service providers the library might be using to address their local needs.


Balancing digital reference services with real life in the library

Member Profiling alternative service providers the library might be using to address their local needs.


Balancing digital reference services with real life in the library

How Does Routing Work? alternative service providers the library might be using to address their local needs.

  • 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%


Balancing digital reference services with real life in the library

Sample Q & A Set alternative service providers the library might be using to address their local needs.


Knowledge base
Knowledge Base alternative service providers the library might be using to address their local needs.

  • 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 alternative service providers the library might be using to address their local needs.

  • 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


Balancing digital reference services with real life in the library

What’s next? alternative service providers the library might be using to address their local needs.


Balancing digital reference services with real life in the library

WAP-search alternative service providers the library might be using to address their local needs.

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


Balancing digital reference services with real life in the library

  • Circulation of electronic material alternative service providers the library might be using to address their local needs.

  • Streaming

  • Audio-books, speeches, lectures…

  • Licenses

  • Our legal answer to file-sharing

  • Forging new partnerships

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