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Electronic Reference

Electronic Reference. Matt Marsteller July 17, 2000 Carnegie Mellon University http://www.contrib.andrew.cmu.edu/~matthewm./erefcv/classvis.html. Electronic Reference – a definition. Utilization of computerized tools to augment or assist traditional reference services in a library. E-mail

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Electronic Reference

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  1. Electronic Reference Matt Marsteller July 17, 2000 Carnegie Mellon University http://www.contrib.andrew.cmu.edu/~matthewm./erefcv/classvis.html

  2. Electronic Reference – a definition • Utilization of computerized tools to augment or assist traditional reference services in a library. • E-mail • HTML Forms • Paging software • Chat software • Wearable computers • Smart rooms

  3. Avoiding the Techno-glitz • Software, hardware, etc. are tools • Tools are not a panacea • Find the right tool for a task • Thought provoking recent article by Walt Crawford

  4. Crawford’s “Principled Library” • “Technology doesn’t define today’s library, and it won’t define good libraries in the future. Technology provides tools; librarians use those tools. Technology will keep changing. Effective librarians will use changing technology without letting the tools take over.”

  5. When tools take over…a story of e-mail • Special library environment • Physical visits to the library frowned upon • Voice-mail deeply entrenched • A LAN arrived … • … along with very friendly e-mail software • We started doing e-mail reference without realizing what hit us!

  6. But Wait…it gets worse • The politics of the situation • Ask-A-Scientist-and-A-Librarianhttp://www.fetc.doe.gov/coolscience/res_archive/q&a_31.html • Thoughts about policy • A good topic for WVLAhttp://www.contrib.andrew.cmu.edu/~matthewm/erefwvla.html

  7. E-mail Reference observations • Negatives • Lack of visual cues • Difficult reference interview • Time delays • Eileen Abels’ article • Taxonomy of e-mail reference approach • The winner – the systematic approach • Systematic approach  HTML Forms

  8. Some thoughts from before… Beyond E-mailhttp://www.contrib.andrew.cmu.edu/~matthewm/page5.html Web Formshttp://www.contrib.andrew.cmu.edu/~matthewm/page6.html QBhttp://www.contrib.andrew.cmu.edu/~matthewm/page7.html TalkBackhttp://www.contrib.andrew.cmu.edu/~matthewm/page8.html

  9. “Something Like Chat” – Why Not Chat Matt? • University Libraries at CMU is beginning work with LivePerson(http://www.liveperson.com/) • Chat software geared to customer service and real time interaction with the customer • Supposed to include ability to ‘push’ web sites to the customer • Already beginning to be used in library settings

  10. LivePerson • Resides on LivePerson’s Server • Requires no hardware, no software, no java, no plug-ins • Just a standard browser • Netscape 3.0 to 4.6 • Internet Explorer 3.0 to 5.0 • Firewalls shouldn’t be a problem

  11. The 24/7 Reference Service • Needed? • Privacy Concerns • Needed or not – here it comes • Collaborative Digital Reference Service • http://lcweb.loc.gov/rr/digiref/cdrshome.html • Real-Time Reference for Undergraduate Students in Science, Mathematics and Engineering

  12. Wearable Computers for Electronic Reference • A few of us out there calling for exploration • My views deal with support of electronic reference • Memory Augmentation • Ease the use of print materials for electronic reference

  13. General approach • CMU known for research in wearable computers • Learn more of their research • Open dialogue/make suggestions for possible usage of wearable computers in a library setting

  14. Bibliography • Abels, Eileen G. “The E-mail Reference Interview,” RQ, vol. 35, no. 3, (Spring 1996), pp 345-58. • Crawford, Walt. “Principled libraries: finding stability in changing times,” Online, vol. 24 no. 2 (Mar./Apr. 2000), pp 48-53. • Eichler, Linda and Michael Halperin. “LivePerson: Keeping Reference Alive and Clicking”, Econtent, (June 2000) http://www.ecmag.net/awards/award13.html

  15. Bibliography (cont) • Haines, Annette and Alison Grodzinski. “Web forms: improving, expanding, and promoting remote reference services,” C&RL News, vol. 60, no. 4, (April 1999), pp 271-272,291. • Kresh, Diane Nester. “Offering High Quality Reference Service on the Web: The Collaborative Digital Reference Service (CDRS),” D-Lib Magazine, vol. 6, no. 6, (June 2000), http://www.dlib.org/dlib/june00/kresh/06kresh.html • Ma, Wei and Joyce Wright. “QB Online,” C&RL News, vol. 59, no. 10, (November 1998), pp 772-774. • Mizrachi, Diane. “Info-Fashions for the New Millenium,” Online, vol. 24, no. 1, (Jan./Feb. 2000), pp 82-4

  16. Bibliography (Cont) • Mizrachi, Diane. “Info-Fashions for the New Millenium,” Online, vol. 24, no. 1, (Jan./Feb. 2000), pp 82-4

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