Libraries have historically needed to adapt as times changed especially with the advent of computers and all the cool things you can do with them. Many people in communities use the library for a variety of purposes outside of school or research. Yet there are still some that are afraid to use the library or lack the time or ability to physically come to the library.
Emails have become popular in connecting and getting questions answered from reference librarians but one can go even further in enhancing service from library sites.
Using technology like webcams, chat rooms, IM software (AOL, MSN or yahoo for example), or other virtual simulated applications that would appeal to gamers and the like, would create abilities to do 'virtual reference', replacing face to face communication. It can be more timely, can be done from anywhere, even 'after hours' (or from different time zones), and fairly easy to use for those technologically savy. Virtual reference can be more engaging to users and thereby more fulfilling.
The cost, increase in bandwidth and time to set up may be an issue initially but the cost of items like web cams have traditionally gone down in recent years and the software available is pretty easy to use. More inexpensive alternatives may be live chat rooms or IM programs. There are still many patrons and students that are overwhelmed when entering the library or approaching the reference librarian at a giant desk. Virtual communication is a possible alternative that is less nervewracking and easier to use.
You can send off an IM or email between classes and wait to get your answer back when the librarian has a moment. Most have internet capabilities on their phones now too.
While virtual reference should not ultimately replace face to face contact, which is still important, it can be helpful for those users taking distance or online courses, or needing information from a bigger or specialized library removed from their own location.
For further information, Second Life libraries: a 3D virtual library http://infoisland.org/about/
Book for recommended reading:
BuffHirko and Mary Bucher Ross,
"Virtual Reference Training: The Complete Guide to Providing Anytime. Anywhere Answers." (2004). Chicago: ALA Editions. [ISBN 0-8389-0876-4]Articles for further reading: (all can be found in Palomar databases)
McGranahan, Jamen. "Virtual Reference." Library Mosaics 16.2 (2005): 16. Academic Search Premier. EBSCO.
Farmer, Lesley S. "Virtual Reference Service for K--12 Students." Knowledge Quest 33.3 (2005): 22-24. Academic Search Premier. EBSCO.
"Guidelines for Implementing and Maintaining Virtual Reference Services." Reference & User Services Quarterly 44.1 (2004): 9-13. Academic Search Premier. EBSCO.
I like how you mentioned that people get overwhelmed and might not want to approach the refence librarian...it makes a good case for the Ask a Librarian chat feature.
ReplyDeleteSUSAN:
ReplyDeleteI like how you mention how some people get overwhelmed. I have a friend who loves books but can't stand going to the library. She feels overwhelmed with all the books and things you can find at the library. So she has this thing that she puts her books on hold and all she has to do is pick them up when they are ready. She loves it. Your posting has great information.
You make some very good comments about the issue of library anxiety. The virtual reference service at the Palomar College Library (Ask-a-Librarian) is not very expensive because we are part of a very large co-op for community colleges all over California. That co-op joined QuestionPoint which brings in librarians from all over the globe. In this way, we are able to offer reference service 24/7.
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