Virtual reference service myrna

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Virtual reference service myrna

  1. 1. Prepared by:MYRNA P. MACAPIA, RL
  2. 2. Trends in Reference Service Anne Lipow- “Early signposts pointing the wrong way” •Decreased circulation statistics •Fewer walk-in usersVIRTUAL REFERENCE •Staff can’t keep up •Reference desk eliminated •Outsourcing on the rise SERVICES •Reduced Reference service hours •Search engines: automated reference librarian •Need for large building and staff not clear Anne Grodzins Lipow, “Thinking out loud: Who will give reference service in the digital environment?” RQ 37(2) (Winter 1999), pp. 125-9.
  3. 3. Impact of the Internet In 2002: 73% of college students said they use the Internet more than the libraryVIRTUAL REFERENCE Only 9% said they use the library more than the Internet for information searching. SERVICES The Pew Internet & American Life Project. (September 15, 2002). http://www.usdla.org/html/journal/OCT02_Is sue/article03.html (accessed September 29, 2011)
  4. 4. Impact of the Internet In the digital age, the biggest change is increased user expectations. Increasingly, user expect to be able to find everything online, full- text.” (1998)VIRTUAL REFERENCE “Now both reference staff and patrons believe that an answer to almost every question can be found if the right combination of resources and SERVICES search strategies is chosen from the multitude of Web resources and online services accessible.” (2002) Carol Tenopir and Lisa Ennis
  5. 5. What is Virtual Reference Service (VRS)? Internet-based Reference Service Asking a question online Live online reference service Virtual, digital, live, interactive, real time, web- based,VIRTUAL REFERENCE synchronous “Using computer and communications SERVICES technology to provide reference service to patrons anytime and anywhere” - OCLC’s Question Point (QP)
  6. 6. What is Virtual Reference Service (VRS)? Internet-based Reference Service Asking a question online Live online reference service Virtual, digital, live, interactive, real time, web- based,VIRTUAL REFERENCE synchronous “Using computer and communications SERVICES technology to provide reference service to patrons anytime and anywhere” - OCLC’s Question Point (QP)
  7. 7. Virtual Reference Desk a project dedicated to the advancement of digital reference and the successful creation and operation of human-mediated, Internet-based information services.VIRTUAL REFERENCE is sponsored by the United States Department of Education SERVICES
  8. 8. U.S. Dept of Education’s Virtual Reference Desk Guidelines Accessibility Fast turn-around Clear policies InteractiveVIRTUAL REFERENCE Instructive Authority Privacy SERVICES Review and evaluation Publicize service IFLA Digital Reference Guidelines "Guidelines for Implementing and Maintaining Virtual Reference Services.“ American Library Association. 2005.
  9. 9. Pros and Cons of VRS Pros Cons ◦ Immediate ◦ Additional staff assistance for ◦ Less flexible schedule remote users ◦ Lack subject expertise ◦ Real time VRS is better than email for ◦ No visual or auditory cuesVIRTUAL REFERENCE conducting reference ◦ Less interactive interview ◦ Typing is slow ◦ Remains SERVICES ◦ Some logoff before you anonymous finish answering ◦ Awareness of the ◦ Slow communications library among the user community
  10. 10. Developments in VRS Asynchronous Synchronous digital digital reference reference Patron submits a Patron and librarian question and the communicate in real librarian responds at a time. later timeVIRTUAL REFERENCE Example: Email, Web Form Example: SERVICES Chat, Voice over IP, Video Conferencing, SMS, IM
  11. 11. More VRS Developments a. Email & Web Form b. Reference Kiosks c. Instant Messaging & Short Message Service d. Video Conferencing e. Voice over IPVIRTUAL REFERENCE f. Online Chat g. Collaborative Reference Services h. Commercial Services SERVICES
  12. 12. More VRS Developments a. Email & Web Form Describe the services offered Types of questions it handles, or does not handle Frequency the mailbox is checked Response time ConfidentialityVIRTUAL REFERENCE Priorities How statistics are kept and how service is evaluated SERVICES
  13. 13. More VRS Developments b. Reference Kiosks Place Cybrarian Kiosks in the library so that users can ask librarians wherever they are in the libraryVIRTUAL REFERENCE SERVICES HK Central Library Reference kiosks provide quick access to Kiosk the Librarys database resources.
  14. 14. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count AIM (AOL Instant Messenger) 53 million active an instant messaging andVIRTUAL REFERENCE presence computer program which uses the proprietary OSCAR instant messaging protocol and the TOC protocol to allow registered users to SERVICES communicate in real time.
  15. 15. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count eBuddy is a privately held 35 million total company which owns a browser-VIRTUAL REFERENCE based web and mobile messenger service supporting various instant messaging services. eBuddy was launched in 2003 under the name e- SERVICES Messenger, located at www.e- messenger.net, before rebranding itself in 2006 to eBuddy.
  16. 16. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count IBM Lotus is a client–server application 40 million total (licensed, entitled users in and middleware platform that provides enterprises real-time, unified communications andVIRTUAL REFERENCE collaboration for enterprises. Those capabilities include presence information, enterprise instant messaging, web conferencing, community collaboration, SERVICES and telephony capabilities and integration. It is sold by the Lotus Software division of IBM.
  17. 17. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count ICQ is an instant messaging computer program, 50 million active which was first developed and popularized by the Israeli company Mirabilis, then bought byVIRTUAL REFERENCE America Online, and since April 2010 owned by Mail.ru Group. The name ICQ is a homophone for the phrase "I seek you". This is an adaptation of the Morse code callout "CQ", which means "calling any station". SERVICES
  18. 18. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count IMVU is an online social entertainment 1 million total destination where members use 3D avatars to meet new people, chat, create and play gamesVIRTUAL REFERENCE created by Fydor Guthenschlag. IMVU has over 50 million registered users, 10 million unique visitors per month and three million monthly active users. IMVU has the world’s largest virtual goods of more than 10 million items(some SERVICES hidden by their creators), almost all of which are created by its own members.
  19. 19. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count Mail.ru Agent (MRA, M-Agent) is a free 1 million active (daily) instant messaging program created by Mail.ru, one of the largest Russian web portals. BesidesVIRTUAL REFERENCE basic IM functionality (presence, contact list, sending text messages, file transfers, message history, etc.), M-Agent also provides online gaming, peer-to-peer voice calls, video calls, low-rate VoIP calls, free SMS, automatic mail SERVICES checking and other useful features.
  20. 20. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count Meebo is a social platform connecting users 1 million total with their friends across the web. It began in 2005 as a browser based instant messagingVIRTUAL REFERENCE program which supported multiple IM services, including Yahoo! Messenger, Windows Live Messenger, AIM, ICQ, MySpaceIM, Facebook Chat, Google Talk, CafeMom and others SERVICES
  21. 21. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count Mxit (pronounced "mix it") is a free instant messaging application developed by MXit Lifestyle (Pty) Ltd. in South Africa that runs on 11 million total (9 millionVIRTUAL REFERENCE multiple mobile and computing platforms. Along with its own standard protocol, it can connect to in South Africa) Yahoo, ICQ, Google Talk, Facebook, AIM, or Windows Live Messenger contacts as well SERVICES
  22. 22. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count Paltalk Messenger, or simply referred to as Paltalk, is an Internet chat service that allows users to communicate via instant messaging,VIRTUAL REFERENCE voice and video chat. It offers thousands of chat 3.3 million unique visitors rooms and the ability for users to create their own virtual chat room on any topic and category. per month Paltalk Messenger is a downloadable software SERVICES application that is currently available only for Windows.
  23. 23. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service Tencent QQ, generally referred to as QQ, is the most popular free instant messaging computer program in mainland China. As of July 11, 2011, the active QQ users accounts for QQ IM totaled 812.3 million, possiblyVIRTUAL REFERENCE making it the worlds second largest online community. SERVICES
  24. 24. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service VZOchat (pronounced as viziochat) is a free software for making video calls and instant messaging. Unlike well-known Skype and other VoIP software, VZOchat is not based on P2P technology. Instead, it uses aVIRTUAL REFERENCE central server to handle data flows. As of January 2010, the community of VZOchat users comprised more than 1,100,000 people and rapidly growing. SERVICES
  25. 25. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service Windows Live Messenger (formerly named MSN Messenger) is an instant messaging client created by Microsoft that is currently designed to work with Windows XP (up to Wave 3), Windows Vista, Windows 7,VIRTUAL REFERENCE Windows Mobile, Windows CE, and others. The client has been part of Microsofts Windows Live set of online services since 2005. It connects to Microsofts .NET Messenger Service. SERVICES
  26. 26. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service Xfire (pronounced "X-Fire”) is a proprietary freeware instant messaging service for gamers, that also serves as a game server browser and has various other features. It is currently available for Microsoft Windows.VIRTUAL REFERENCE SERVICES
  27. 27. More VRS Developments c. Instant Messaging (IM) Brief emails exchanged very fast in real time Service Yahoo! Messenger (sometimes abbreviated YIM) is an advertisement-supported instant messaging client and associated protocol provided by Yahoo!. Yahoo! Messenger is provided free of charge and can be downloaded and used with aVIRTUAL REFERENCE generic "Yahoo! ID" which also allows access to other Yahoo! services, such as Yahoo! Mail, where users can be automatically notified when they receive new email. Yahoo! also offers PC-PC, PC-Phone and Phone-to-PC service, file transfers, webcam hosting, text messaging service, and chat rooms in various categories. SERVICES
  28. 28. More VRS Developments c. Short Message Service (SMS) A service available on most digital mobile phonesVIRTUAL REFERENCE Permits people to send short messages between Mobile phones SERVICES Other handheld devices Landline telephones
  29. 29. More VRS Developments d. Video Conferencing Videoconferencing is the conduct of a videoconference (also known as a video conference or videoteleconference) by a set of telecommunication technologies which allow twoVIRTUAL REFERENCE or more locations to interact via two-way video and audio transmissions simultaneously. It has also been called visual collaboration and is a type of SERVICES groupware.
  30. 30. More VRS Developments d. Video Conferencing Video Conferencing Software A combination of chat software, audio and video applications 2 kinds of software Software for writing classes Software for businesses to hold conferencesVIRTUAL REFERENCE Examples: Daedalus GroupWise SERVICES Web Publisher Norton Connect Net Microsoft NetShow Microsoft NetMeeting Reilly WebBoard
  31. 31. More VRS Developments d. Video Conferencing Video Conferencing Software EXAMPLE: Microsoft NetMeetingVIRTUAL REFERENCE SERVICES
  32. 32. More VRS Developments e. Voice over IP Since 2003 IM services have voice components MSN Messenger, AOL IM, Yahoo Messenger Provides free or low-cost talk on internet Negative - call other Internet users using the same software programVIRTUAL REFERENCE Positive - make calls to land and cellular-based phones for a modest fee SERVICES New programs Skype, Google Talk
  33. 33. More VRS Developments e. Voice over IP Service User count Skype is a software application that allows users to make voice and video calls and chats over the Internet. Calls to other users within the Skype service are free, while calls to both traditional Skype has 929 million landline telephones and mobile phones can be registered users as ofVIRTUAL REFERENCE made for a fee using a debit-based user account September 2011 system. Skype has also become popular for its additional features which include instant messaging, file transfer, and videoconferencing. SERVICES
  34. 34. More VRS Developments e. Voice over IP Service Google Talk is a freeware voice over Internet protocol (VoIP) client application[offered by Google Inc. The first beta version of the program was released on August 24, 2005. It is available for the Android operating system, Microsoft Windows (XP, Server 2003, Vista, and Windows 7), Intel Mac OS X 10.5 or later, GNU/Linux, and Google Chrome OS.VIRTUAL REFERENCE SERVICES
  35. 35. More VRS Developments f. Online Chat Online chat may refer to any kind of communication over the Internet, that offers an instantaneous transmission of text-based messages from sender to receiver, hence the delay for visual access to the sent message shall not hamper the flow of communications in any of the directions. Online chat may address as well point-to-point communications as well as multicast communications from one senderVIRTUAL REFERENCE to many receivers. The following are common chat programs and protocols: •AOL Instant Messenger •Paltalk SERVICES (AIM) •QQ •Camfrog •SILC •Campfire •Skype •Gadu-Gadu •Talk •Google Talk •Talker •I2P-Messenger (anonymous, •TeamSpeak (TS) end-to-end encrypted im for •Windows Live Messenger the I2P network) •XMPP •ICQ (OSCAR) •Yahoo! Messenger •InSpeak Communicator •Internet Relay Chat (IRC)
  36. 36. More VRS Developments Chat Debate - Pro Reach out to patrons who Can’t get to the Reference desk Never have been reached beforeVIRTUAL REFERENCE Good for Those who need instant replies SERVICES Clarifying a question faster Assisting users to learn effective ways to search through co-browsing and escorting
  37. 37. More VRS Developments Chat Debate - Con Some transactions never finished System or browser crashes Co-browsing proprietary db is difficult Patrons disappear Time-consumingVIRTUAL REFERENCE Librarians must multi-task Concerns about quality Shady reputation SERVICES Low acceptance on the web by commercial business
  38. 38. More VRS Developments g. Collaborative Reference Service Extend hours of coverage of participants to 24/7 Cooperation and collaboration, informal or networkVIRTUAL REFERENCE arrangement SERVICES
  39. 39. More VRS Developments h. Commercial Service  Information Please Search engine  Know’Post AskJeeves  Experts Exchange  InforstryVIRTUAL REFERENCE Ask yahoo Expert systems:  Webhelp.com Allexperts.com  Questia SERVICES Google  Ask.yahoo.com/ask/most answers  LC’s Ask a Librarian AskMeNow  Virtual Reference Desk
  40. 40. Quote about VRS Digital reference matters but it will not if we: do it badly do it alone do it only one way do it in secretVIRTUAL REFERENCE do it too slowly or from a position of fear - Joe Janes SERVICES

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