A model for development
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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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A model for development

A model for Development

Ask a Librarian : Web-Based Reference Question Services


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