Explore the transition of libraries from physical to virtual spaces, utilizing tools like LibX and IM Chat to enhance reference services for modern users. Discover the impact of virtual reference on student engagement and accessibility.
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Transforming Library Services: A Journey Into Their Digital Space
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Early Taste of the Semantic Web? • “We would like to make it straightforward for a human to interact with a wide variety of disparate sources of knowledge without becoming mired in the details.” Christopher Walton – Agency and the Semantic Web • LibX gives us a sense of what “intelligent agents” of the semantic web can do for libraries (Zotero another example) • Takes metadata embedded in pages throughout the Internet to bring users back to our resources
Taking Reference to the User in TheirSpace CARL Conference 2008 Jeff Rosen J. Paul Leonard Library San Francisco State University
Why should we care about using some sort of virtual reference? Reference Desk activity is decreasing. Less students come to academic libraries (physically) every year and less questions are asked at Reference Desks, while more students visit libraries online each year. * SF State Library Statistics ** Gate Count (typical week)Reference Transactions (typical week) 2006/07 44,064 785 2005/06 44,671 802 2004/05 46,718 849 2003/04 52,709 1096 2002/03 43,600 1277 2001/02 43,542 1249 2000/01 46,551 941 1999/2000 53,100 1277 1998/99 54,032 1579 **CSU Library Statistics http://www.calstate.edu/LS/planning_docs.shtml * Academic Libraries in the U.S. – Statistical Trends http://www.ala.org/ala/ors/statsaboutlib/academiclibraries.htm
QuestionPoint was our first experiment with virtual reference. • San Francisco State began using QuestionPoint in Fall 2006 • Not popular with Librarians or students • Very few questions from our own students • Clumsy and slow interface • Co-browsing frequently did not work well • Could not easily be done at the Reference Desk • Designed with the Librarian in mind, not the student
We felt that QuestionPoint was not cost effective 2007JanFeb March April May June July Aug Sept # chat sessions accepted 4 14 12 22 15 7 1 10 20 by SF State Librarians # of Librarian hours staffed 416 12 16 12 2 2 2 16 (We noticed that there were often more librarians than users logged into QuestionPoint)
Why use Instant Messaging instead of QuestionPoint, tutor.com or other vendor-based products? • 62% of those aged 18-27 use instant messaging (our current users) • 57% of this group use instant messaging more than Email • 75% of those aged 12-17 use instant messaging ( our users in a few years) • 48% of this group who use instant messaging say they exchange instant messages at least once every day Pew Internet & American Life Project. How Americans use instant messaging. (9.1.2004) www.pewinternet.org
Why use Instant Messaging instead of QuestionPoint, tutor.com or other vendor-based products? • Students like it and use it. - Instant messaging is increasingly the preferred method of communication for college and university students. * • Cheap and easy to use. - Unlike virtual reference products such as QuestionPoint, IM is free and requires very little training to use. It is perceived by students as friendly and informal. • Meet students where they are. - IM Chat is something students like to use and are enthusiastic about. Why shouldn’t we meet them where they already are? (online) • Provides support for distance learners and those not on campus. - We can provide Reference service to other locations like our Downtown Campus and to distance learners. • Users prefer IM Chat over systems like QuestionPoint - Patron surveys in academic libraries have found high levels of user satisfactionwith IM reference. 87.5 percent of students surveyed said they would use IM reference service if it were offered. ** • IM Chat is used more often – when both vendor services and IM chat have been offered, IM chat quickly became the highest remote-use service. * Shiu, E., and A. Lenhart. How Americans Use Instant Messaging. Pew Internet & American Life Project ** “Combining IM and Vendor-based Chat: A Report from the Frontlines of an Integrated Service” Libraries and the Academy 6.4 (2006) 417-429)
At SF State we began using the Meebo widget for instant messaging in summer 2007 • No client software to download • User simply types their question • Students are familiar with IM • Meebo chat box in multiple library website locations • Service from the Ref Desk or anywhere • Shift change is easy • Popular service and steadily increasing use • Modified code allows pop-up IM box • IM recently added to OPAC and databases
Using Skype to Extend Reference Services at SF State • Library Expansion and Renovation Project • Limited service for 3+ years • Increased use of IM Reference service • Plans to experiment with a “Skype Kiosk” at various points on campus
Skype is the most common of the VOIP (voice over internet protocol) tools. • Free Skype to Skype • Fee for Skype to phone • Skype also allows video! Image: Wikimedia Commons
Skype can be used in an “on call/doorbell” fashion for reference service in a model similar to instant messaging. Pro: Skype provides face-to-face (video and sound) in a model that most closely resembles traditional reference interactions. Con: Not as many people currently use Skype as those that use IM services.
About Libguides • Outsourced web site management • Online publishing system • Content management system • Subscription includes customized web site, widgets, social networks + support • Launched in May 2007 • 140 current subscribers, 95% of which are academic libraries
Why Libguides at SF State? • Web site redesign revealed that • Our old guides were… old • Updating guide content was inefficient • Too much duplication of content and work • Our guides were rarely used
WITH LIBRARIANS Libguides Demo Site Other libguides as templates Libguides user community WITH STUDENTS Instant Messenger Facebook integration User comments User polls Social Networking = 2.0
