香港科技大學圖書館

1. 歡迎 香港科技大學圖書館

2. 香港浸會大學圖書館館員培訓課程- 圖書館發展與管理趨勢 數碼參考諮詢服務 主講: 陳麗霞女士 香港科技大學圖書館 參考諮詢部主任 二零零一年 三月九日

3. Outline 大綱 • Trends in Reference and Library Service 參考諮詢服務的趨勢 • Impact of Internet 互聯網的影響 • What is Digital Reference Service (DRS) 數碼參考服務 • Quality of DRS DRS的特質 • Developments of DRS DRS 的發展 • Email 電子郵件 • Web Form 網上表格 • Video Conferencing 視象會議 • Ask-a-Service • Real Time 網上實時諮詢 • Collaborative Digital Reference Service 合作的數碼參考服務 • HKUST’s Experiences in CDRS 科大圖書館的經驗 • Commercial Services 商業服務 • Now, What About Us?

4. 1. Trends in Reference and Library Service 參考諮詢服務的趨勢 • ARL: Reference queries handled per librarian, 6%-15% dropped in 1998/99 • National Center for Education Statistics: Reference statistics for all academic libraries 10% decreased from 1994-1996 • Anne Lipow- “ Early signposts” 路標 • Decreased circulation statistics 借書次數 • Fewer walk-in users 讀者人數  • Staff can’t keep up 職員追不上資訊發展 • Reference desk eliminated 取消諮詢台 • Outsourcing on the rise 外判 • Reduced Reference service hours 諮詢時間 • Search engines: automated reference librarian 搜索引擎代替 • Need for large building and staff decreased 對圖書館的建築 和職員的需求

5. 2. Impact of Internet 互聯網的影響 • Strategies Group Survey: 100 million or one half of all adults in U.S. use the Internet in 1999, 54 %  from 1998 • M2 Press wire, November 21, 2000: 380 million Internet users worldwide. China is adding 2 million new subscribers a month. By July 2001, 800 million • Carol Temopir and Lisa Ennis (1998) “In the digital age, the biggest change is increased user expectations. Increasingly, users expect to be able to find everything online, full-text. Technology lets us do much more, but it also increases expectations about what we can do” 在數碼時代, 讀者期望所有全文資料都可在線上找到 • A survey was conducted on 150 academic library web sites in 1999, 45% (67) survey libraries offered digital reference service

6. 3. What is Digital (Electronic, Virtual) Reference Service? 數碼參考服務 • Answering the questions of users via the Internet OR • Internet-based Reference Service OR • “Ask-AN-Expert” (“AskA” services) are Internet-based Q&A services that connect users with individuals who possess specialized subject or skill expertise. Current DRS offer 2 main types of expertise-subject matter (providing mostly factual information) and process (providing mostly resource referral and instruction). –Virtual Reference Desk 網上問答服務, 連接讀者與專家. 兩種服務: 主題答案和指示過程

7. 4. Quality of DRS according to VRF DRS的特質 • Accessible- email or web-based query forms 易於接近的 • Fast turnaround – e.g. 100% within 1-2 working days 快速 • Clear response policy 回覆措施要清楚 • Interactive – e.g. real-time reference interviews 交互式 • Instructive 指導性 • Authoritative 權威性 • Training – to prepare experts 訓練安排 • Private 保密 • Reviewed 經評論的 • Publicize 推廣的

8. 5. Developments of DRS DRS 的發展 • Email 電子郵件 • 1994 ALA Guidelines for Electronic Mail Reference Service -Describe the services offered 服務說明 -Types of questions handles, not handled 答與不答問答種類 -Frequency the mailbox is checked 檢查郵箱次數 -Response time 回覆時間 -Confidentiality 機密 -Priorities 優先順序 -Others: how statistics are kept how service is evaluated 其他 如數據的處理與服務評估

9. 5. Developments of DRS • Email 電子郵件 • Pros: convenience and privacy Cons: delay and no reference interview • Email Reference Sites by Bernie Sloan

10. 5. Developments of DRS B) Web Forms 網上表格 • Internet Public Library (IPL) • Opened in 1995 • Hosted by University of Michigan School of Information, Dr. Joe James • Over 10,000 patrons each day, receive 25-35 questions a day • Over 35,000 Internet resources, pathfinders, FARQ • Patrons submit questions via web form or email, software system QRC, Quirk • Staff and volunteers pick questions to answer, sent answers back via email, a few days > 3 days • Questions sent to archive, message tracking history 檔案, 信息跟 

11. 5. Developments of DRS C) Video Conferencing – UC Irvine視象會議 • Apple VideoPhone Kit - software - camera - microphone - color conferencing capability - fast connection to the Internet - Timbuktn program (a document sharing capability allowing the librarian to log into the same Medline session as the remote user) • Audio, video, chat window, whiteboard • Students’ comments : excited about this high-tech, demand document delivery of full-text articles

12. Developments of DRS D) Ask a Service • Virtual Reference Desk VRD - sponsored by ERIC, US Dept of Education, supported from White House Office of Science & Technology Policy - General information and K-12 - Ask A consortium - Ask A + Locator - VRD Learning Center

13. Developments of DRS E) Real-time Reference Service網上實時諮詢 • About 30 academic & research libraries, government, public libraries • They use 20 different real-time digital chatting software • E.g. NOLA Regional Library System in Ohio, uses e share software on its AskUsquestions.com - 14 libraries participate - 25-30 Qs a week - an operator can handle up to 6 patrons at a time - staff can push pre-composed presentations • Demo on Live Person • Slide Show on Santa Monica Public Library- Ask Me !

14. Developments of DRS F) Collaborative Digital Reference Service 合作的數碼參考服務 • Initiated by Library of Congress • Provides professional reference service to users anywhere, anytime, through an international digital network of libraries • Include libraries, consortia, museums, “Ask-a” and Expert Services e.g. Cornell University, National Library of Canada, National Library of Australia, Harvard, Yale • Three Pilot Phases starting Feb. 2000 • Resource Databases : Member profiles (e.g. hours, collections, patron groups, staff strength) Knowledge Base of Q & As. • Conceptual Flow of Q & A

15. Developments of DRS G) HKUST’s Experience in CDRS 科大圖書館的經驗 • Reference Department - 6 Librarians and 3 support staff • Our Reference Services -Reference Collection 13,000 volumes -Reference Counter open 76 hours/week -Answer by in person visit, by phone, by email, by web form -13 Librarians and 10 support staff -Reference Enquiry Statistics

16. HKUST’s Experiences in CDRS • Our Bibliographic Instruction - Provided 251 Classes to 6,818 Attendees in 1999/2000 - Developed Information Literacy Tutorial -16 Pathfinders, 50 Library Instruction Notes, 32 Database Search Guides - Class Evaluation: In a sample of 31 classes in 1997-98, 95% participants “recommended” the classes to others • Other services: Electronic Information Service, Liaison with Schools, Collection Development, Library Committee

17. HKUST’s Experiences in CDRS • Participation in CDRS ? - Vague questions - Wrongly matched questions - Time spent - No reference interviews - Collection profile - Legal issues  - Fun and challenging - Access to Q & A database - Direct difficult questions to CDRS - Exposure to a wider variety of questions - Status

18. Developments of DRS G) Commercial Services 商業服務 • Ask Jeeves -7 million Qs with answers & web resources -receives 2 million Qs a day • Allexperts.com • Information Please • KnowPost • Experts Exchange • Infostry • Webhelp.com -2.1 million visitors, a staff of 900 “web wizards” -subscription of US$9.99 a month

19. 6. Now What About Us ？ We need to • Be Service-oriented • Be Creative • Advertise our strength – free evaluated services • Advertise our service • Participate in DRS initiatives • Form reference networks with other libraries or services

20. References & List of Websites References & List of Websites