Libraries: Reference Services in a Virtual ContextJennifer M. PettigrewProfessor Jose SanchezLIS 17:610:550:02December 10, 2009jenpetti@eden.rutgers.edu

Generations Online in 2009, Pew Internet & American Life

Project (p. 5)

Population Internet Use

Instant Messaging

Ages 12 to 17 93 percent 68 percent

Ages 18 and older

74 percent 38 percent

How do these statistics impact

libraries?

What is VRS?As defined by the Reference and User Services Association (RUSA) (2004), VRS is:

[…] reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. (para. 1.1).

Common Types of VRS

E-mail address referenceWeb form referenceChat referenceInstant Messaging (IM)Text MessagingEmbedded Chat Reference (aka: Chat Widgets)

What are Chat Widgets?

HTML code that is embedded into a Web pageCreates a chat windowAllows for synchronous communicationSimilar to IM, but does not require the visitor to create IM accounts, buddy names, or passwords in order to initiate communicationRequires JavaScript or Flash installation

Types of Chat Widgets

AIM Wimzi Widget by AOLGoogle Talk chatback badge by

GoogleMeebo Me by Meebo

Plugoo Widget by PlugooMinichat/Webchat 2 by Userplane

Pingbox by Yahoo! Messenger

Meebo Me

AIM WIMZI

Plugoo Widget

Pingbox

Benefits DrawbacksLive interaction with user (synchronous communication)

Lack of visual and non-verbal cues to aid reference interaction

Basic versions are Free! Only one person can log on to an account at one time

Interact with multiple users in different chat windows (5 to 100 private interactions)

Overwhelming/difficult to manage, esp. for individual librarian new to technology

Customize widget (name, size, color)

Does not automatically archive transcripts for future analysis or track usage patterns

Displays status availability (online/offline)

Cannot store messages if offline

Users do not need to download IM software, create IM accounts, etc. (ease of use & convenience)

Rutgers, “Ask a Librarian”

Yale University Libraries, “Asklive”

California State University, Fullerton

(CSUF)What: implemented Meebo Me in spring of 2008 to supplement QuestionPoint’s chat reference serviceGoal: increase VRS usageTargeted User Population: commuter students familiar with using traditional IMHow:

librarians created individual accounts and embedded widgets into their Web pagesUsed Libstats, an open source reference statistics program, to track statistics Marketing CampaignStaff Training

CSUF: ResultsMeebo Me QuestionPoi

nt

Number of Questions

833 531

Most Common Question Type

Research Assistance

(40.02 percent)

N/A

Transaction Time

10 minutes of less(83.19

percent)

20+ minutes(66.63

percent)

Library Staff Feedback:

90 percent positively responded to Meebo MeConcerns:

Difficulty multi-taskingPrefer FtF reference transactionsDifficulty transferring usersLost connectionsInadequate notification of a new user

New Pilot Study: Library31p

CSUF: Libraryh31p

ConclusionsVRS are important additions to library’s reference services because many people use Web-based technologies to find information and communicate.IM & Chat Widgets can attract younger generations to use libraries’ services.VRS pose new challenges as well as opportunities for librarians to broaden their reference skills.

Questions or Comments?

References

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References (continued)

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References (continued)

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