Supplemental Materials

Presentation: Online & Distance Learning Students

Remote encounters of the librarian kind

J.Hall & A.Kochneva 2012

1. When the stats speak, the librarians are silent.

It is simply extraordinary how much the education has changed in the past 10 years. It seems like yesterday we were writing with chalk on the blackboard, and today’s Kindergartners have Prometheus board in their classroom. The improvement technology and especially the Internet brought in the classroom has been remarkable.

Can you believe that the Internet usage has increased 447.6% between the year 2000 to 2010?

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What is even more stunning is the rate online education enrollment is growing with.

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Bringing the classroom in your home is the first step in a long journey for making education with equal access to all, no matter their age, their abilities or disabilities, their schedule, their physical location or simply their lifestyle. The potential of this way of learning is mind-blowing, but what is even more so is the fact how unprepared are all, who take part in its development- the pioneers of online education.

2. Remote Encounters of the Librarian Kind- Up Close and Personal In this situation, the librarians are on a life-boat in the middle of the sea, navigating on the go, learning how to survive and be helpful with little or no support, balancing the high demand of services they are not prepared to offer and the lack of time, knowledge and resources to respond to the challenge.

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Being a part of the change as online students and remote library users, Jeremy and I felt compelled to address an issue that we are dealing with on a daily basis- the challenges of online communication in the library environment. By focusing your attention to the problems the online users of reference services are facing, we are hoping that to provide real answers and solutions to adopt in your future practice as librarians, thus blazing the trail for a new librarian species- Librarius Multifuncionatus, or in other words, the librarian who can do it all.

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We hope you enjoyed our presentation and that you found it useful.

3. Challenges every librarian should be aware of

• Online students( what they are facing)

- No know-how

- No confidence

- No interest

- No support

- No response

- No time

• Librarians( what they are facing)

- No time

- No know-how

- No resources

- No confidence

- No interest

- No support

What WE are facing

4. Myths and Legends of the Elusive Online Reference Service- Online reference service is too complicated

Myth: This is the most common misconception about online reference service. True, that it requires some basic computer skills, but most of the libraries and school districts offer classes basic computer literacy at nominal cost. Hiring a professional to tutor the staff is a great solution, but can be expensive. However, Internal library seminars/workshops where more experience coworkers or library volunteers can provide help and guidance are also an excellent option.

- Online reference service is too time consuming

Myth: With adequate preparations online reference service would not take more time than a face-to-face reference service. A part of the online reference service is the preparation of Frequently Asked Questions form, tutorials and ready reference answers that will take seconds to share with the patron. Any other more complicated question will be researched and answered the same way a face-to-face reference question would.

- Online reference service software is too expensive

Myth: There is expensive reference service software, that is true, but there are even more free of charge options that you could explore and take advantage of, some of which we have listed in this presentation.

- The patrons of my library will never use that service

Legend: That is what William Wrigley Jr. thought when he started offering free chewing gum with his baking powder products, and now Wrigley’s is the largest chewing gum company in the US. Online reference service can make all the difference for everyone who cannot visit the library in person, including a large population of people with disabilities, who could not take advantage of what your library has to offer until now.

- The patrons at the library have a priority in reference service

Legend: This is not only a legend, but a dangerous one as well. Every single person who needs reference service is important, no matter the manner in which they seek this reference service. Dr. Seuss knew that.

5. In help of the Librarian: Part I- Skype, Google Talk and Google HangoutsReal time communication is essential for successful online reference service. While there are a lot of options you can choose from, we would like to focus your attention to two of them, that are popular and most of all- free.

• Skype – what is it and what can you do with it?

Skype is a software that allows synchronous online video communication with any person in the world who has it installed. It has options of real time video conversations, chat sessions, file sharing and recently even Skype-to-phone option ( available with paid account). Skype bring online human interaction to a new level and makes all the difference when you are solving a problem online and that is the future of the online reference service.

Please, visit the official Skype website for step-by-step tutorials for a number of Operation Systems.

• Google Talk- what is it and what can you do with it?

Google talk is a free chat and video chat application from Google. It serves the same purpose as Skype, it only has the benefit of being attached to your Gmail account for even faster interaction and no need of a separate account service. It is an excellent and easy to use option for Ask a Librarian service with minimum resources and knowhow.

Please, visit the official Google Talk website for instructions and tutorials.

• Google Hangouts

If you are in need of video conferencing with more than 1 person and you want a free service, Google Hangout is the application you need. It allows for up to 9 people to participate in a real time conversation.

Please, visit the Google Hangouts website, where you can find more information on how to use the application.

6. In help of the Librarian: Part II- Altarama and Text a Librarian

We have explored some options for free online reference services, but there is also affordable options that should not be overlooked because they are paid. Both services are offering a reference phone number that students can text from their cell phones, and the beauty of it is that the library don’t need to have a cell phone to respond to these text messages, but they can simply used a web-based system for that. One option available for both is also the auto-response, which can be invaluable in the work of the busy librarian.

• Altarama

In addition to the local phone number that patrons can use to contact the library via text message, this web based service allows the use of e-mail, web app, smart or cell phone to respond to inquires. Provides a dedicated, local phone number for patrons to use

For more information please visit the official Altarama website.

• Text a Librarian

The cloud-based Test-a-Librarian service includes all the options listed above, plus the ability to create customizable template answers for frequently asked questions, which both saves time and effort , and leaves your patrons satisfied.

For more information, please visit the official Text a Librarian website.

7. In help of the Librarian: Part III - LibGuidesSo, you have all this great information that you what to share with your colleagues? You have found a new way to attract patrons to your online reference service? You have a question you wan to ask?

LibGuides is the service that connects the dots for librarians worldwide.

It’s a knowledge feast and all the librarians are invited!

• LibGuides- what is it and how it can help you?

LibGuides is a subscription content management service that helps over 12,000 librarians over the world. This service is used to promote library resources to patrons , to integrate library multimedia content, it helps with research, reference, curriculum and multimedia content for library service.

For more information, please visit the official LibGuides website.

8. In help of the Librarian: Part IV – Screen Sharing/Screen capture tutorial

Jeremy, you mentioned that you want to write something about this, that’s why I didn’t add anything. However, I have some video tutorials ( not made by me) that I can provide as links, you are unable to do it. Let me know.

9. In help of the Librarian: Part V –Etiquette for Excellent Online reference service. Online communication is not that much different to face-to-face communication, when it comes to etiquette and manners. There are many resources providing information on how to communicate with patrons online via chat, text messaging, video conference etc. with rules and more rules that make it sound like Netiquette ( Virtual Etiquette) is the most complicated thing in the world. In reality things are much simpler and there are some basic rules you have to remember to have successful online reference service and happy patrons.

- Think twice-

This should be stapled to the desk of every new online reference librarian. Take the time to stop and think before you communicate your message online. Have in mind that in asynchronous communication the lack of non-verbal cues makes it harder to interpret your message. Make sure your statements are easy to read and understand, clear and concise.

- Wear their shoes-

We cannot stress enough how important that is in virtual communication. If you are the online patron, how would you feel if you receive this message? How would you react? Even more, think how would a patron in a face-to-face reference interview react if you convey the same message?

- Mind your manners-

We mean it! Be even more considerate than you would be with a patron that visits your library. Often patrons experience anxiety to communicate online and you have to be aware that their sensitivity radar is using maximum capacity.

- A patron’s a patron, no matter where they are

It is very simple actually, treat your patrons the way you would if they are in your library. Would you greet them? Would you wish them good day? Would you take the time to smile and finish your sentences? Then do it!

10. In help of the Librarian: Part VI – FYI: NetspeakIt is Monday. The library is quiet, your coffee smells delicious and you sleepily turn on your computer , preparing for a busy day ( after all, everyone with overdue item is dying to return their books first thing in the morning). You check your e-mail with the hope to add a new name to your short list of volunteers , instead this is what you see:

 

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Hi Mr.B,

Inh w/h aqap. I need to make a DB of sample IP’s but I can’t open my acct and I have an apt with Dr. G at 8:00 , so I cant w8 at all, aamof if I don’t send the assmt by 2nite I’ll def fail. I know you’re bzy but ink asap.

The library pw doesn’t work either, bttt, so I’m jms you haven’t changed it.

Can you check that out for me?

10x

Phil M.

While this example is a little over the top, such cases are not unheard of. Now go, clean up the coffee you spilled on your shirt and come back for a quick tour of the Netspeak land.

Back already? Good.

Netspeak, leet, chatspeak, lingo, urban talk, it doesn’t matter what you will call it, it basically encompasses a whole new world of word meanings that you probably have never heard of. Believe it or not, there is even more than one dictionary that can help you out with translating what on Earth these words mean, though.

While for the “enlightened” it saves time to key Netspeak words in, for you it only means more work. Therefore, it is useful to have knowledge of the basic Netspeak expressions, however, once you learn them you must not be tempted to use them.

Few things are more unprofessional than librarians who don’t use Spell check and use Netspeak.

11. Netspeak Glossary- ASBMAETP

(Don’t know what that is? Look it up!)

• abt- about

• Bi- Bye

• b/c- because

• b/g- - background

• Br- bathroom

• Brb- be right back

• Btw- by the way

• Bttt- been there, tried that

• Bttyl- we talking to you later

• Btwn- between

• Bty- back to you

• bzy- busy

• a.i.m- aol instant messanger

• alt- anyone there

• aamof- as a matter of fact

• abt- about

• acct- account

• addy- address

• ack- acknowledged

• aeap- as early as possible

• afaicr- as far as I can remember

• aka- also know as

• apt- appointment

• aprece8- appreciate

• aqap- as quick as possible

• asbmaetp- acronyms should be memorable and easy to pronounce

• ayc- awaiting your comments

• DB- database

• Def- definitely

• Ecf- error carried forward

• h/o- hold on

• hw/hw- help with homework

• imo- in my opinion

• inh- I need help

• init- isn’t it

• IP- internet protocol

• Irt- in reply to

• Jms- just making sure

•  

For more Netspeak fun, visit: http://www.netlingo.com/

12. Link Pool ( resources we though you might like)• RUSA Guidelines for Behavioral Performance of Reference and Information Services Professionals

• RUSA Guidelines for Implementing and Maintaining Virtual Reference Services

• RUSA Guidelines for the Introduction of Electronic Information Resources to Users,

• American Library Association ( ALA) Standards for distance learning library services

• Yale University Library, “What is netiquette?”

• Learn from the best- Library of Congress Ask a librarian service

• Learn from the best- Government Information Online Ask a librarian service

• A directory of institution based tutorials for instructional librarians.

• Find out what a blended librarian is.

• Webjunction- an excellent resource on creating online content for tutorials and visual help.

• Electronic resources use survey for Washington State library

• Factors Influencing Virtual Patron Satisfaction with Online Library Resources and Services by Katherine Tyler, Nancy B. Hastings

• Ready made webinars for purchase that you might find interesting.

• Improving Internet Reference Services To Distance Learners (Monographic Separates Fro Internet Reference Services Quarterly) a book by Rita Pellen and William Miller

• Increase in online education enrollment article

• Helpful resources for online reference by Libsuccess.org

• Overcoming the challenges of single user online experience presentation