Answering the Young Adult Reference Question - Making
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1 Answering the Young Adult Reference Question - Making Connections o that Matter Marie L. Radford, Ph.D. RSS/YALSA American Library Association, Dallas, TX January 22, 2012
2 Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, & Librarian Perspectives Funded by IMLS, OCLC, & Rutgers University Four phases: Focus group interviewsi Analysis of 850 QuestionPoint live chat transcripts Online surveys (VRS Users, Non-users, Librarians) Telephone interviews (VRS Users Non users Telephone interviews (VRS Users, Non-users, Librarians)
3 Dual Dimensions Content WHAT Information I f exchange Relational HOW message is to be taken Relationship of participants 3
4 Interpersonal Results 2 Major Themes Relational Facilitators Aspects with positive impact on interaction that enhance communication. Relational Barriers Aspects with negative impact on interaction that impede communication.
5 Similarities Chat vs. Face-to-Face F Real Time Time Pressure! Negotiating & Answering Questions Service Excellence as Goal Building Relationships (MAKING CONNECTIONS)
6 Making Personal Connections: VR Librarians Survey
7 Differences Chat vs. Face-to-Face F Keyboard Woes! Lack of NV Cues! Limited Knowledge of User Chat Speak Knowledge of Available Resources Technical Problems Transcript Produced
8 FtF Positive NV Behaviors Immediately acknowledges user Frequent eye contact Nods, or indicates that request is being understood Uses sympathetic noises (mmm) Holds head up Cheerful facial expression Leans forward 8
9 FtF Negative NV Behaviors No immediate acknowledgment No change when approached Stays seated Body turned away Do not disturb posture Annoying nervous gestures Makes negative noises Uses sharp tone of voice 9
10 Why YAs May Not Use VR Fear technology complicated Fear of annoying, overwhelming, or pestering Trust their own abilities Believe they don t need assistance Don t know it s available!
11 VR Barrier from Transcripts 1/3 Abrupt Disconnect Why? Were asked: Have you already (checked online cataloged, searched x database, etc.) Solution: Tread gently Were pushed a general page Solution: Resist the urge
12 Two Views of What s Not Effective: Negative Factors in VR Experiences Users: Abrupt, dismissive answers Grumpy, ill-informed or uninterested librarians Poor wrap-up Librarians: Convoluted & confusing questions Rude, impatient &/or disappearing i users Unrealistic expectations
13 Recommendations e o Use Positive attitude crucial ---Basic interpersonal skills ---Always be pleasant & polite Provide specific & accurate answers Take your time Pay attention to greeting & close
14 More Recommendations e o Humor importance of acknowledgment Inclusion (we, let s s, etc.) etc) Take cue from user & mirror relational strategies In VR don t B afraid 2 use informal language, abbrev. & emoticons as appropriate ;)
15 Dealing with Rude or Impatient YAs Don t mirror rude behavior Catch em being good Apologize when appropriate Dealing with impatience (pls hury up!) Don t take it personally!
16 In Conclusion o It s all about relationships Making Connections Be yourself & show your smile :) Let s Talk!!
17 References Connaway, L. S. & Radford, M. L. (2011). Seeking Synchronicity: Revelations and Recommendations for Virtual Reference. Dublin, OH: OCLC Research. Connaway, L. S., & T. J. Dickey Towards a profile of the researcher of today: The digital information seeker: Report of findings from selected OCLC, RIN, and JISC user behaviour projects. nseekerreport.pdf Connaway, L.S., M. L. Radford, & J. D. Williams Engaging Net Gen students in virtual reference: Reinventing services to meet their information behaviors and communication preferences. In Pushing the Edge: Explore, Extend, Engage: Proceedings of the 14th National Conference of the ACRL, March 12 15, 2009, Seattle, Washington, edited by Dawn M. Mueller, Chicago: ACRL. org/research/publications/archive/2009/connawayacrl pdf
18 References Connaway, L.S., T.J. Dickey, & M.L. Radford If it is too inconvenient I m not going after it: Convenience as a critical factor in information-seeking behaviors. Library & Information Science Research 33, no. 3: Dervin, B., L.S. Connaway, & C. Prabha Sense-making the information confluence: The whys and hows of college and university user satisficing of information needs. Funded by the Institute of Museum and Library Services (IMLS). Radford, M.L Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference. Journal of the American Society for Information Science and Technology 57, no. 8: Radford, M. L., & L.S. Connaway a. Seeking synchronicity: Evaluating virtual reference services from user, non-user, and librarian perspectives. Funded by the Institute of Museum and Library Services (IMLS). / h/ ti iti / h i it /
Seeking Synchronicity:
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