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Digital Reference: Issues, Implications,

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I support digital, global, 24x7 reference efforts ... Academic libraries may be most successful with subject-based reference networks ... – PowerPoint PPT presentation

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Title: Digital Reference: Issues, Implications,


1
Digital Reference Issues, Implications,
Impressions
  • Roy Tennant
  • California Digital Library

2
An Explanation...
  • I support digital, global, 24x7 reference
    efforts
  • I will focus on issues and possible problems so
    that we are better prepared to avoid or deal with
    them
  • Got it?

3
Outline
  • Email Reference Issues
  • Real-Time Digital Reference Issues
  • 24x7 Reference Issues
  • Global Reference Issues
  • General Issues
  • Winning Strategies
  • Risks of Failure
  • Implications of Success

4
Email Reference Issues
  • No visual cues
  • Time delay
  • Difficulty in conducting a reference interview

5
Real-Time Digital Reference Issues
  • No visual cues
  • Not everyone is articulate (or fast) at a
    keyboard
  • It is difficult to say look at this for print
    materials
  • It may be more difficult to keep the patron happy
    (busy) while we try to find the answer to the
    question (remember, no visual cues)

6
24x7 Reference Issues
  • If in the same time zone, who wants to work the
    graveyard shift?
  • If not the same time zone, good coordination,
    planning and management across state and country
    boundaries is essential, and
  • Equity issues will arise will we answer more
    questions than they do? does it cost more in
    Australian to answer a question than in US ?
    Will our local users suffer?

7
Global Reference Issues
  • Different cultural backgrounds
  • Language differences
  • Reference tool differences
  • Mundane but frustrating issues paper sizes,
    etc.
  • Patron/Librarian disconnect patron assuming
    proximity of the librarian

8
Global Reference Issues contd
  • We know less about other countries than they know
    about us (and television is only partly to
    blame)
  • A little test what office holds executive power
    in Australia?
  • So how are we to help their patrons?
  • The U.S. is idiosyncratic (does metric system
    ring any bells?) and myopic and wed better
    figure out how to deal with it

9
General Issues
  • Not all reference is created equal
  • Butsome is better than none

10
Winning Strategies
  • Establish protocols (what to answer, when and how
    to refer, etc.)
  • Create a common digital ready reference
    collection for digital reference librarians
  • Create a fail-over methodology
  • Train all participants offer cross-training/fell
    owships
  • Academic libraries may be most successful with
    subject-based reference networks

11
Winning Strategies contd
  • Create or use an existing directory of reference
    network member library web sites and catalogs
    (e.g., http//www.libdex.com/)
  • Create cheat sheets for searching catalog systems
    of member sites, common databases, etc.
  • Set up librarian workstations to scan and share
    pages from print materials
  • Create instant consoles

12
The Instant Console
  • Patron is linked to home library by entering
    patron number or some other identifier when
    asking a question
  • When the request comes in, the librarian
    automatically sees the console for that library
    (created by local staff)
  • The console includes search boxes for the
    librarys catalog and web (or links) and links to
    key resources

13
Risks of Failure
  • It will be more difficult to try again
  • Others now in the online question-answering space
    will have more time to solidify their hold
  • Our users needs will continue to go unfulfilled
  • Well look stupid! (just kidding)

14
Implications of Success
  • Patron expectations will exceed our ability to
    deliver (so what else is new?)
  • Any book, any time, anywhere, at little or no
    cost
  • There will be no going back
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