Shared values, new vision: Collaboration and communities of practice in virtual reference and SQA

Abstract

This investigation of new approaches to improving collaboration, user/librarian experiences, and sustainability for virtual reference services (VRS) reports findings from a grant project titled “Cyber Synergy: Seeking Sustainability between Virtual Reference and Social Q&A Sites” (Radford, Connaway, & Shah, –2014). In‐depth telephone interviews with 50 VRS librarians included questions on collaboration, referral practices, and attitudes toward Social Question and Answer (SQA) services using the Critical Incident Technique (Flanagan, ). The Community of Practice (CoP) (Wenger, ; Davies, ) framework was found to be a useful conceptualization for understanding VRS professionals' approaches to their work. Findings indicate that participants usually refer questions from outside of their area of expertise to other librarians, but occasionally refer them to nonlibrarian experts. These referrals are made possible because participants believe that other VRS librarians are qualified and willing collaborators. Barriers to collaboration include not knowing appropriate librarians/experts for referral, inability to verify credentials, and perceived unwillingness to collaborate. Facilitators to collaboration include knowledge of appropriate collaborators who are qualified and willingness to refer. Answers from SQA services were perceived as less objective and authoritative, but participants were open to collaborating with nonlibrarian experts with confirmation of professional expertise or extensive knowledge.

Análise SWOT

“…O ambiente atual, de rápida mudança tecnológica e orçamentos reduzidos, levarou os pesquisadores a observar que o desafio contínuo das VCoP é atender ao usuário de informações em formatos convenientes, a qualquer hora, em qualquer lugar (RANDFORD, 2017).…”

“I’ve Already Googled It, and I Can’t Understand It”: User’s Perceptions of Virtual Reference and Social Question-Answering Sites

“…Finally, Radford et al and others have demonstrated that collaboration is vital for the provision of quality service and has the potential to be fostered between VRS librarians and those providing SQA services. 25…”

An integrated model of the knowledge antecedents for exploring software process improvement success

“…The groups also collect cases. To achieve this, social networks such as communities of practice (COP) (Radford et al, 2017;Paasivaara and Lassenius, 2014) and process asset libraries (PAL) (Bayona-Or e et al, 2014;Lee et al, 2016) may be established to serve as a repository and stock of SPI knowledge, including characterized process implementations, tailoring policies, tailoring cases and so forth, and to help explain interpersonal SPI knowledge behaviors and increase mutual understandings in common or local language. This, in turn, can promote learning in SPI knowledge.…”