Quantifying Cooperation: Collaborative Digital Reference Service in the Large Academic Library

Abstract

The purpose of this study was to determine how successfully a large academic library with multiple reference departments and subject specialties could combine virtually to create one digital reference service. Questions were coded to determine who the users of the service were, the types of questions being asked, and the subject expertise of the librarian answering the question. The study found that the majority of questions were submitted by persons affiliated with the university, that ready reference and directional questions predominated, and that the librarians were able to successfully share the duty of answering the general reference questions while ensuring that the questions requiring subject expertise were answered by the appropriate subject specialists. Analysis of the types of questions will inform future decisions regarding webpage redesign, online instruction needs, and more appropriate FAQs (frequently asked questions.) ver the past several years, digital reference has become an integral part of the services offered by academic libraries. The use of networked information systems to deliver asynchronous help to library patrons via e-mail has allowed librarians to reach their users at this new virtual "point of need," and the introduction of chat technology has allowed an even greater level of interactivity by providing real-time, on-demand service.However, these new capabilities have necessitated a certain amount of adjustment in academic libraries, and the need for this adjustment points up the importance of assessment and evaluation in the planning, implementation, and provision of digital services.In March 2003, the University of Illinois at Chicago (UIC) library undertook an overhaul and reconfiguration of its public services activities, particularly those services offered online. This proj-

Ask Us Anytime: Creating a Searchable FAQ Using Email and Chat Reference Transcripts

“…De Groote et al (2005) found that questions about materials owned by the library represented more than 25% of the questions asked (De Groote et al, 2005). University of Minnesota librarians analyzing 631 chat reference transcripts found overwhelmingly that most students needed assistance finding specific items (Houlson et al, 2006).…”

“…The categories for questions used in the Julie Arnold and Neal Kaske study were directional, ready reference, specific search, research, policy and procedural, and holdings/do you own (Arnold and Kaske, 2005). Sandra De Groote et al (2005) divided questions into the following categories: directional, ready reference, in-depth/mediated, instructional, technical account status, and others, with each category further subdivided. The De Groote article also provides a helpful summary of several studies examining the types of questions asked in the digital environment.…”

Anonymity versus Perceived Patron Identity in Virtual Reference Transcripts

“…Research projects that classify the subjects of chat transcripts inform librarians of users' needs according to their student status (Houlson, McCready, & Pfahl, 2006;DeGroote, 2005) and suggest ways to improve service (Sears, 2001). Reading through these studies helped the researchers gain ideas of the variety of information that could be gathered.…”

A Window into Our Patron's Needs

“…De Groote et al (2005) sampled 1291 e-mail questions and 994 chat questions at the University of Illinois at Chicago from April 2003 to March 2004. A spreadsheet was used to analyze data about the types of questions asked, user status, subject area, and library departments that responded to the virtual reference questions.…”