Digital reference: Reference librarians' experiences and attitudes

Janes, Joseph

doi:10.1002/asi.10065

Cited by 51 publications

(54 citation statements)

References 6 publications

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“…A general perception is that online chat reference is suitable mostly for simple factual and directional but not reference questions. 28 Other researchers believe chat reference is capable of going beyond basic ready reference questions. 29 Ward reported that 78 percent of chat reference transactions in an academic library showed some indication of bibliographic instruction or question negotiation, which typically occurs in subject-based research questions.…”

Section: Does Type Of Question Play a Role In The Usability Of Virtuamentioning

confidence: 99%

A Usability Evaluation of Academic Virtual Reference Services

Chow

Croxton

2014

CRL

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This study examined the usability of five virtual reference services-instant messenger chat, e-mail, telephone, text messaging, and Skype videoconferencing-by having 31 undergraduate and graduate students evaluate the usability of the virtual reference services of two different universities. The study's results suggest that user preference and satisfaction for virtual reference service are highly correlated with the service's overall usability in terms of effectiveness and efficiency. Online chat was rated highest across all measures including satisfaction and seven different usability factors. Major implications of the study suggest that online chat is the virtual reference of choice for university students and that usability metrics are a good predictor of user preferences centered on high return on investment, speed of transaction, convenience, and minimal effort.o stay relevant in this rapidly evolving information age, libraries across the world are racing to reinvent themselves. They must do so in an environment where information seekers have "…many options, little patience, and use many different types of information and communication technology."1 While many libraries are increasingly making their content available digitally over the Internet, they are also taking steps to make their reference services available virtually. Some virtual reference services, including email, instant messaging (online chat), and telephone have been around for decades, while other services such as text messaging and videoconferencing are just beginning to emerge. Sloan reported that e-mail reference has been going strong for 20 years and live chat-based reference for 10 years. 2Virtual reference services are becoming commonplace in both academic and public libraries across the United States. In a recent survey study of 1,226 academic and public libraries, 54.95 percent of survey respondents indicated they offer reference services virtually. In a separate phase of this study, the researchers found that 84.6 percent (n = 203) of library websites evaluated offered virtual reference services.3 The most common type of virtual reference was e-mail reference, followed by chat, then text, then "other." Both surveys found the least used form of virtual reference was Skype or video conferencing.While many libraries now offer a suite of virtual reference services, the proliferation of these services is not always matched by actual use. 4 Many virtual crl13-408

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Section: Does Type Of Question Play a Role In The Usability Of Virtuamentioning

confidence: 99%

A Usability Evaluation of Academic Virtual Reference Services

Chow

Croxton

2014

CRL

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“…In a survey conducted by Janes, 80 percent of reference librarians FeAtuRe thought ready reference questions would be well served by VRS, but only 33 percent thought detailed research questions would be well served; 40 46 percent thought research questions would actually be poorly served in VRS environments. Librarians may assume that users are impatient and unwilling to engage in query clarification, which causes feelings of pressure-induced anxiety, leading to fewer clarification attempts.…”

Section: Query Clarification In Face-toface (Ftf) Referencementioning

confidence: 99%

“Are We Getting Warmer?”

Radford¹,

Connaway²,

Confer³

et al. 2011

Reference &Amp; User Services Quarterly

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“…Both studies suggested that web-based reference services are at an early stage in their countries and only a few libraries are providing this virtual reference service. Janes [4] highlighted reference librarians' experience and attitude towards digital and other technologies in reference services. He found that email is mostly used by librarians to provide reference services to their users.…”

Section: Related Literaturementioning

confidence: 99%

Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan

Khan

Malik

et al. 2017

Publications

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Web search engines (WSE) are powerful and popular tools in the field of information service management. This study is an attempt to examine the impact and usefulness of web search engines in providing virtual reference services (VRS) within academic libraries in Pakistan. The study also attempts to investigate the relevant expertise and skills of library professionals in providing digital reference services (DRS) efficiently using web search engines. Methodology used in this study is quantitative in nature. The data was collected from fifty public and private sector universities in Pakistan using a structured questionnaire. Microsoft Excel and SPSS were used for data analysis. The study concludes that web search engines are commonly used by librarians to help users (especially research scholars) by providing digital reference services. The study also finds a positive correlation between use of web search engines and quality of digital reference services provided to library users. It is concluded that although search engines have increased the expectations of users and are really big competitors to a library's reference desk, they are however not an alternative to reference service. Findings reveal that search engines pose numerous challenges for librarians and the study also attempts to bring together possible remedial measures. This study is useful for library professionals to understand the importance of search engines in providing VRS. The study also provides an intellectual comparison among different search engines, their capabilities, limitations, challenges and opportunities to provide VRS effectively in libraries.

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Digital reference: Reference librarians' experiences and attitudes

Cited by 51 publications

References 6 publications

A Usability Evaluation of Academic Virtual Reference Services

A Usability Evaluation of Academic Virtual Reference Services

“Are We Getting Warmer?”

Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan

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