The Wireless Librarian: Using Tablet PCs for Ultimate Reference and Customer Service: A Case Study

Abstract

PurposeTo provide an overview of the reference services provided through the use of Tablet PCs at the Salem‐South Lyon District Library.Design/methodology/approachA detailed description of what Tablet PCs are and how they work, including information about the benefits Tablet PCs present to reference transactions and tips for librarians to successfully integrate Tablet PCs into their reference service.FindingsTablet PCs allow reference librarians to provide quality customer service to their patrons by saving them time. Librarians who use Tablet PCs during reference transactions have access to online resources from any point in a library’s wireless network.Research limitations/implicationsThere are new models of Tablet PCs available on the market that may not have been tested by librarians. New, improved features of Tablet PCs may enhance their usefulness to librarians.Practical ImplicationsThis paper provides useful information and advice for librarians who are considering using Tablet PCs, or who are searching for a way to enhance their current reference service.ValueThis paper provides insight from librarians who are currently using Tablet PCs in their reference service. This will inspire other librarians to consider using Tablet PCs in their libraries and help them be successful in the integration of Tablets into their reference routines.

Targeted Evolution of Embedded Librarian Services: Providing Mobile Reference and Instruction Services Using iPads

“…Since research and information seeking is occurring more frequently outside of the physical library, it has become increasingly important to have the ability to provide mobile instruction sessions and reference services in other locations to continuously meet the information needs of library users. 5 …”

“…7 Roaming has potential to increase the effectiveness of reference services and increase patron-librarian interactions. 2,3,5 The investigators hoped that this experimentation with mobile and embedded librarianship would aid in reaching more students and faculty and break down barriers with the reluctant reference patron.…”

A Mixed Methods Approach to Assessing Roaming Reference Services

“…Kramer (1996) notes that this challenge was resolved as libraries increased their numbers of stand-alone OPAC terminals, which were strategically scattered throughout the library buildings. As electronic information became mobile in the first decade of the new millennium, tablet PCs were incorporated into the delivery of roaming reference services with mixed results (Hibner, 2005;Smith & Pietraszewski, 2004). Next came the integration of smartphones, particularly the iPhone, but problems with connectivity, screen size, non-standardization, formatting, and functionality prevented the early generations of this technology from being adopted on a long term basis (Murray, 2008).…”