Digital Reference Services

Transcription

1 Digital Rfrnc Srvics Sminar Thm: "Prparing Nw Gnration Librarians for Mting Futur Challngs ADINET-2010 Parul Zavri Dan & Sr. Lcturr SHPT School of Library Scinc SNDT Womn s Univrsity

2 s W c rvic 24 S b vi c r n /7 fr R Ba v S i L r irtual V f s c c d c i i n r v r v nc r S r c R S n f f f r c R R n l im r r t l ta a f i nc R g i R D ic n S o Chat r t Onlin Rfrnc Srvic r c R f vi rnc El c S c n rvic r c i f v s r S R c n f r v i R t l a c ics Virtu ra v r S t In rnc f R t Int Cha Liv m i t ra l R a c ti v R Liv Rfrnc Srvic Txt Mssaging fr n c Ask-A Librarian Onlin Intractiv Rfrnc Instant Mssaging

3 Digital rfrnc or virtual rfrnc will b usd to man th provision of rfrnc assistanc via th Intrnt.

4 A rfrnc qury that is snt to th library ovr Intrnt using mail or wb forms providd on library s wbsit. Wb forms ar attachd to th mail addrss of th library.

5 A rfrnc qury is snt by radrs using instant mssaging or virtual rfrnc softwar and radrs hav liv onlin intraction with rfrnc librarian.

6 A rfrnc qury is snt by radrs to th rfrnc librarian using vido confrncing, VoIP (Voic ovr Intrnt Protocol).

7 Raching th radrs whr thy ar by having prsnc on social ntworking srvics lik Facbook or Scond Lif.

8 RUSA(2004) It is a rfrnc srvic initiatd lctronically, oftn in ral-tims, patron mploy computrs or othr Intrnt tchnology to communicat with rfrnc staff without bing physically prsnt. Communication channls usd frquntly in virtual rfrnc includs chat, vido confrncing, Voic ovr IP, cobrowsing, mail, mssags tc.

9 A singl library only to its mmbrs Collaborativly by many libraris togthr.

10 NEED Public accss to th Intrnt incrasd Mt usrs at thir point of nd Contd.

11 Expand rfrnc dsk hours without incrasing staff Rach th radrs whr thy ar Contd.

12 Hlpful for physically challngd, distanc larnrs, shy radrs, young radrs, snior citizns Usful in limitd library timings, waiting at rfrnc dsk Contd.

13 Many commrcial srvics lik banking, tickt booking availabl onlin so why not library srvics Contd.

14 If w don t provid usrs will turn to Intrnt and gt information Intrnt Sarching too vast Contd.

15 Digital Rsourcs- -books, journals, databass, blogs, portals, wbsits tc.

16 Infrastructur Tchnological Rquirmnts Asynchronous or Synchronous Digital Rfrnc Srvics Library Rsourcs

17 Tchnological Rquirmnts Good Intrnt Connctivity Wb Prsnc Authntication Softwar D R S Softwar Hardwar

18 Asynchronous D R S Wb form

19 Synchronous D R S Chat or Instant Mssaging Fr IM Applications F-basd Application VoIP Vido Confrncing

20 Ky Issus-1 Dfin accptabl bhaviour, & articulat a cod of conduct Dfin primary clintl. Typs of qustions th library will or will not answr.

21 Ky Issus-2 Dvlop policy for clint misbhaviour Crat and adhr to statd rspons tim turnaround policy Rspond to 100% of qustions that ar assignd

22 Exampls W will answr factual and rady-rfrnc qustions W will not answr qustions asking for mdical or lgal advic Qustions from our primary clintl ar givn priority. Contd.

23 By using this srvic you agr not to snd any qustion or contnt that is illgal, harassing, thratning, harmful, obscn, or othrwis objctionabl. W trat our customrs with rspct and xpct th sam in rturn Contd.

24 W protct th privacy of you and your qustion. Thrats ar takn sriously. If you tll us that you plan to do somthing illgal, you can xpct thr to b srious consquncs Contd.

25 If you us abusiv languag or dlibratly wast librarian ffort in a way that dnis srvic to othrs, w will nd th sssion

26 Staff Training Softwar Training Multi-tasking Clar communication skills, spcially in writing

27 Staff Training Databas and onlin sarching skills Intrviwing skills to compnsat for lack of visual and auditory cus Contd.

28 Staff Training Knowldg of rfrnc sourcs Knowldg of Rfrnc Policy

29 Communication skills How to us short, frqunt mssags Typing, kyboarding skills

30 Communication skills Trying to b lss formal with frindly grting Bing concis & Using scriptd mssags

31 Softwar skills how to login How to rcogniz that a qustion is coming How to answr a qustion

32 Softwar skills How to clos a qustion How to log out Tchnical dtails of th softwar.

33 Knowldg of th intndd audinc What to do if a qustion coms from outsid that audinc What lvl of srvic or how long to spnd with ach patron

34 Documnt dlivry policy Privacy policy for patron qustion and prsonal information of patron Knowldg of copyright

35 Chat Rfrnc Softwar Fr Softwar Paid softwar Qustion Point LSSI 24/7 LivPrson Gnral Faturs Mbo Trillion Rakim IM Softwar lik MSN, AOL, Yahoo Mssngr, Googl Talk SNS

36 Softwar Faturs-1 Chatting Instant Mssaging Pag Pushing Co- browsing VoIP Vido Confrncing

37 Softwar Faturs-2 Transcripts or Log fils Scripting Mssags All Browsr basd- Usr Frindly Unlimitd numbr of oprators/librarians Shard quu of patrons

38 Softwar Faturs-3 Ability to rfr patrons to othr librarians (prsonal quu) Shard/prsonal bookmarks transcripts to patrons

39 Softwar Faturs-4 Audibl alrt to librarian whn nw patron arrivs Audibl alrt to patron whn thir call is answrd

40 Softwar Faturs- 5 Accss on Mobil Fdback/Exit Survys Librarian to Librarian Mssags

41 Qustion Point 24/7 Rfrnc Cooprativ Projct of OCLC and Library of Congrss Standalon or Cooprativ modl Basic modl as wll as advancd faturs Knowldg bas Rfrnc policy by ach library In co-oprativ modl mmbr libraris sign agrmnt and solv quris on sharing basis Training providd Qustion Point dmo

42 Mbo Fr softwar Allows to chck popular IM applications through on window Easy to oprat Yahoo, MSN, Googl Talk, ICQ, Jabbr, Flixtr Mbo m widgt Mbo Room

43 Exampls

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58 Digital rfrnc cannot b rgardd as 'xtra' or a srvic that can b dlivrd only whn thr ar nough staff and tim W must think about it and plan for it from Today Thanks parulzavri2004@yahoo.co.in

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