Digital Reference

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Digital Reference

• By
• Gena Sansone
• Gsansone_at_hawaii.edu
• And
• Ju Sun Yi
• Ju_at_hawaii.edu

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What is digital reference?

• Digital reference services are a
  question-and-answer service provided through the
  Internet, connecting users or patrons to experts
  or reference sources to answer their questions.
  (I need to the reference for this)
• There are two basics forms of digital reference
  service
• Asynchronous
• Synchronous

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Asynchronous

• Asynchronous digital reference, such as e-mail
  and Web-form questions, in which the patron
  submits a question and the librarian responds at
  a later time.

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Email format

• The user clicks a button which will drop down
  an email screen where the client can then type in
  his or her question and send it. A response will
  be sent back to the email address that the client
  supplies .

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Webform format

• The user fills out an online form on the
  library's web site. The form asks the user to
  answer clarifying questions that will help the
  reference librarian responding to the query. The
  user sends the completed form to the library .
  (teaching librarian)

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Advantages

• Low cost
• Low stress
• Reference worker can work from home
• A good place to start for a small library
• Takes the load off live chat reference

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Disadvantages

• Lag time involved - 1 hour to several days
• Lacks personal touch
• Information specialist cannot refine questions
  through reference interview

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System requirements

• Software such as Novell Groupwise, Microsoft
  Outlook, Eudora Light
• Adequate server space
• Adequate disk space
• Appropriate operating system
• Wireless devices

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Demonstration

• Here is an example of a typical webform from
  Virtual Reference Desk
• This one from IPL is even more detailed.

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Synchronous

• Synchronous digital reference, such as live chat,
  refers to when a patron and librarian communicate
  and interact in real time over the World Wide Web.

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Live chat

• The user clicks on an icon or text directing them
  to begin a chat session at the librarys web
  site.

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Advantages

• Immediate question and response
• Interaction reference interview
• Clarification
• Confirmation

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Disadvantages

• Cost
• Additional equipment/resources
• Quality control

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System requirements

• Software provided by various vendors, such as
  eGain and Groopz E-commerce
• Appropriate operating system
• Internet capabilities

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Software Vendors

• LiveAssistance
• LivePerson
• LSSI
• NetAgent
• 24/7 Reference

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Demonstration

• Troy State University
• LiveAssistance software
• Consortium with University of Alabama and
  University of Hawaii
• Chat Live! Ask a Librarian

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Consortiums

• A network of organizations that share resources
  to provide cost effective, high quality digital
  reference services.

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Some examples are

• Public Consortiums
• AskA Consortium
• King County Library System
• Academic Consortiums
• Boston Library Consortium
• Utah Academic Library Consortium