Eclevia- Ask-a-Librarian is online: a critical incident technique analysis of librarians' perceptions of quality chat reference
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Eclevia- Ask-a-Librarian is online: a critical incident technique analysis of librarians' perceptions of quality chat reference

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    Eclevia- Ask-a-Librarian is online: a critical incident technique analysis of librarians' perceptions of quality chat reference Eclevia- Ask-a-Librarian is online: a critical incident technique analysis of librarians' perceptions of quality chat reference Presentation Transcript

    • Marian Ramos-Eclevia marian.eclevia@dlsu.edu.ph
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 1. Current Realities of Philippine DRS 2. Objectives and Limitation of the Study 3. Research Methodology 4.Results and Discussion 5. Success of Chat Reference
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB  356 academic libraries  22 academic libraries offer DRS  E-mail reference in the Philippines started in early 2000s  2008 - Ask-a-Librarian using IM and web form (asynchronous)
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB  Instant Messaging (Yahoo! Messenger and Gtalk)  Meebo  Livezilla  Web forms  In-house developed chat application  Springshare LibChat
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Started in 2009 using Yahoo! Messenger and Gtalk!  Opening hours Weekdays: 8:00AM to 12:00MN Saturdays: 8:00AM to 5:00PM
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Chat Reference Transactions in UP Diliman
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Chat Transactions, 2012
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Library Online Reference Assistant Launched in 2009 using Yahoo! Messenger  Opening hours Monday –Saturday 7:00AM to 8:00PM
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB LORA Transactions in Numbers
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Started using Springshare LibChat, May 2013 Chat widget – embedded in various pages of the library website
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Chat Transactions, January-June 2013
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB To understand the librarians’ perceptions of quality chat reference services of selected academic libraries in the Philippines.
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB chat reference definition similarities and differences of reference interview in chat reference and traditional reference advantages and disadvantages of chat reference and in- person reference successful and less successful experience in chat reference perception
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Critical Incident Technique
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 24 librarians and information specialists Questionnaires Max for Qualitative Data Analysis software (MAXqda)
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 20 females 4 males 13 have MLIS units 7 MLIS degree holder 21 licensed librarians 2 information specialists 1 Research Assistant
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 12 spent ≤1 year experience of chat reference 6 1-3 years on overall traditional reference desk experience 12 spent 0-8 hours per week chat reference
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 12.44 hours per week average hours chat reference 2.16 years average chat reference experience 8.05 years average overall traditional reference desk experience
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 4 respondents >17 hours per week chat reference All male respondents <1 year of chat reference experience All respondents <1 year of chat reference experience worked 0-8 hrs/week
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB • computer mediated communication 45 • provide reference services via Ask-a-Librarian 11 • online conversation between librarians and users 8
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB • allows real-time interaction7 • available anywhere, anytime6 • use of Web 2.0 tools5
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB  Fast and convenient  Increases comfort levels  Eliminates shyness (user)  Less expensive (user)  Less time to do research (user)  Easier to handle difficult clients
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB  Creates relationship with other reference librarians  Provides easy access anywhere  Allows 24/7 access  Allows librarians without borders
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Ability to save chat transcripts Allows serving more than one patron at a time Allows multitasking
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Less grammatical errors because librarian have time to edit before sending replies Provides instantaneous user feedback
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Higher expectations from the librarians There's a question of trust May serve users who are not primary clients Anonymity of the user/"faceless" user Time-delay problems Dependence to electricity, devices, etc.
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Requires speed in typing Drop-off calls/disconnection problems Bandwidth problems Receives irrelevant and trivial questions Encounters joy chatters, hoax query No verbal communication Have time pressure
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB traditional reference services
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB traditional reference services Serves one client at a time Lack of anonymity Requires user's physical presence in the library Includes unnecessary conversation or topics not related to the real information need Noise and distraction Librarians may have a feeling of tense Deals with difficult clients
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Successful and Unsuccessful Critical Incidents According to Respondents’ Years of Chat Reference Experience
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 1 Clarity and completeness of question 2 Ability to do multitasking 3 Knowledge and skills in using chat facility 4 Positive attitudes of librarians & users
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 1 Miscommunication between librarians and users 2 Interruptions caused by walk-ins 3 User information privacy issues 4 Hardware and software problems
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB More stable internet connection Staff training More staff
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Libraries should systematically and regularly evaluate the quality of its services and programs.
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Reference interview and questions received in chat reference were similar to in-person reference.
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
    • IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB