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Balancing Digital Reference Services with ”Real Life” in the Library

Balancing Digital Reference Services with ”Real Life” in the Library. Ann Kunish Greta Bruu Olsen Deichmanske Bibliotek June 28th, 2003. Our Digital Services:. Spør biblioteket. SMS. MappaMi: Patron account management. Keeping track of loans Renewals, reservations

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Balancing Digital Reference Services with ”Real Life” in the Library

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  1. Balancing Digital Reference Services with ”Real Life” in the Library Ann Kunish Greta Bruu Olsen Deichmanske Bibliotek June 28th, 2003

  2. Our Digital Services: Spør biblioteket SMS

  3. MappaMi: Patron account management • Keeping track of loans • Renewals, reservations • Register subjects of interest • Focus on patron responsibility • Cuts down on telephone calls/e-mails • that have to be handled by library personell http://www.deich.folkebibl.no/cgi-bin/mappami

  4. Spør biblioteket • ”Ask a Librarian” • First of its kind in Norway • Begun in 1997 • Financed by the governmental organ for libraries from 1998 • The future? http://nyhuus.deich.folkebibl.no/deichman/spor.html

  5. Nett Gateway • Quality-controlled, cataloged links • Limited number of hits • Introduced in 2002 • General topics, topics of interest til school children, music • Intended for patrons and librarians http://detektor.deichman.no/admin

  6. SMS Reference by SMS • Most appropriate for short, fact • questions • First-day chaos! • Popular • New patron group http://www.boostcom.net/Interactive?page=login

  7. Chat - a worthwhile service or a bad substitute for a phone call? • Tønsberg/Nøtterøy the first library to offer • chat • National service, patrons don’t necessarily • know which library is serving them • Mixed feelings in our library http://www.bibliotekvakten.no/

  8. How do our librarians experience chatting? • All were eager to try it • Slightly stressfull to begin with • Challenging • Not an extra work burden!?

  9. ”Kikkhulet” • Patrons can see what others have borrowed, what’s coming up…inspiration for reading • More a ”fun” feature than a real service http://www.deich.folkebibl.no/kikkhull/

  10. Global reference nettwork Patrons and librarians make use of colleagues and collections the world over Library of Congress, OCLC http://www.questionpoint.org/crs/servlet/org.oclc.home.BuildPage?show=authorize&language=1

  11. Question Point… …provides professional reference service to users anywhere, anytime, through an international, digital network of libraries.

  12. With Question Point you can… • Respond to, track and manage reference questions from patrons via the Web • Refer unanswered questions to other libraries in the library's cooperative as needed based on availability and expertise • Refer still-unanswered questions to expert resources through a global web-based network

  13. Provide libraries with tools to add simple links from any page in their library portal to support a locally branded and customizable question-asking service including: Web-based submission forms, email-based interaction, and live chat for their patrons.

  14. Integrate QuestionPoint's global reference network with alternative service providers the library might be using to address their local needs. • Search a global knowledge base of previously asked and answered reference questions

  15. National Libraries Consortia Academic Libraries Professional Assn. Public Libraries Unaffiliated Experts Partners ASK-A Services Special Libraries Members QuestionPoint

  16. QuestionPoint is a Web-based LC-OCLC co-branded service that: • Enables user to ask questions of his/her local library • Allows local library to escalate to other libraries within cooperative • Allows reference librarian to escalate to global network

  17. HowDoes ItWork?

  18. Patron access via institution web pages Library Local/Regional Library Library Consortium A Local KB Individual Library Global KB Global Only Library Library Global Only Library Consortium B Library Global Only Library Library Library Global QuestionPoint Process

  19. Member Profile Member Profile Member Profile REQUEST MANAGER Requesting Library Patron Answering Library Librarian Traditional and Online Resources: Catalogs, Web Resources, Print Resources, Subject Specialists Knowledge Base ILL, Document Delivery The GlobalProcess SEND QUESTION GET QUESTION NOTIFICATION NOTIFICATION SEND ANSWER GET ANSWER EDITED Q & A

  20. Member Profiling

  21. Member Profiling

  22. How Does Routing Work? • Step One - Exclusionary Elements: • Weekly Quota Filled • Education Level Served • Step Two - Best Fit Matching: • Subject 30% • Geographic Area 20% • Load Balancing 20% • Availability 20% • Format Expertise 10%

  23. Sample Q & A Set

  24. Knowledge Base • Editorial Board • Guidelines: • Copyediting, link checking • Add subjects and keywords for enhanced searching • Removal of patron information • Identify need for later review • Volunteer editors from membership • 2,100 + records edited since December

  25. QuestionPoint Member Benefits • Extend traditional reference services • 24x7 service • Access to virtual collections • Access to subject/language specialists worldwide • Web-based (no software) • Reporting and tracking tools • Forge collaborative partnerships with other libraries and librarians • Develop digital reference best practices

  26. What’s next?

  27. WAP-search http://www.bibsyst.no/bibverktoy/netthent.html

  28. Circulation of electronic material • Streaming • Audio-books, speeches, lectures… • Licenses • Our legal answer to file-sharing • Forging new partnerships /

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