Chat Reference: What’s Hot, What’s Not<br />Chat Reference: What’s Hot, What’s Not<br />Carleen Huxley<br />Twitter: cshli...
Widescreen Graphics<br />
Creating 16:9 Presentations<br /><ul><li>Lack of physical and auditory cues
Real/perceived pressure to handle the transaction quickly
 Instruction
 Consortia vs. single library</li></li></ul><li>
“At the heart of any reference transaction is a conversation.” (Lankes)<br />The Interview<br />
“If text alone could not convey emotion, then old-fashioned letters sent by mail would never have caught on, and the movie...
<ul><li>Welcoming
Gathering Information
Confirming/Agreement
Providing Answer</li></li></ul><li>Show interest<br />“Wow! Interesting topic.”<br />“Oh boy, tough topic.”<br />
Informal Language, avoiding robotic instruction<br />“Hi!” vs. “Hello”<br />“I suggest you try Eric” vs. “Select a periodi...
Misspelling and lower case letters<br /><ul><li> Don’t call patron on their own misspelling, or at least do so tactfully.
Lower case typing is faster, which allows for quicker transaction time during chat.</li></li></ul><li>Don’t be overly inte...
Update them regularly<br /><ul><li> Preformatted questions (scripts) for ease and speed while you search.
“Still looking… “
 “Hang on, still searching…”
“chug, chug, chug….that’s my computer. ;-)</li></li></ul><li>Provide warnings before doing something<br /><ul><li> Pushing...
 Sending contact information
 Exiting the chat</li></li></ul><li>Getting Used to Multiple Dialogues<br /><ul><li> Don’t always have to wait for a respo...
www.questionpoint.blogs.com<br />
“It borders on the fatuous to propose that technology can be empolyed to provide a satisfactory alternative to nuances of ...
How can I convey complex instruction through a chat/SMS interface? <br />
The transition of reference librarian from question answerer to librarian as teacher/learning facilitator.<br />Desai, Chr...
Confusion between librarians as contentexperts versus process experts.<br />Lankes, David. New Concepts in Digital Referen...
Modeling: Here’s the information you need and here’s how I got it.<br />Resource suggestion<br />Terms suggestion<br />Lea...
Instructional Techniques<br />Desai, Christina and Stephanie J. Graves. Instruction via Instant Messaging reference: what’...
Should the librarian provide instruction when the patron hasn’t asked for it?<br />
Leading: Start by giving them a carrot<br />Provide a brief immediate answer, then introduce instruction with a follow-up....
Short step-by-step instruction<br />Don’t overwhelm them with too much info. Pause to ask them if they have received a pag...
On the spot screencast<br />http://www.screentoaster.com<br />
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  • Text messaging is limited to 160 characters per message, restricting utility to short reference communications. (Article, implementation at Sims Memorial Library at Southeastern Louisiana Univ.)
  • Does the student on the other side of the chat understand that role? Are they going to be receptive to instruction?
  • It’s hard to tell when a student is interested in getting instruction. Most current studies show that instruction can be offered through IM reference, can be effective and that students are receptive to it.
  • Chat reference1

    1. 1. Chat Reference: What’s Hot, What’s Not<br />Chat Reference: What’s Hot, What’s Not<br />Carleen Huxley<br />Twitter: cshlib<br />
    2. 2. Widescreen Graphics<br />
    3. 3. Creating 16:9 Presentations<br /><ul><li>Lack of physical and auditory cues
    4. 4. Real/perceived pressure to handle the transaction quickly
    5. 5. Instruction
    6. 6. Consortia vs. single library</li></li></ul><li>
    7. 7. “At the heart of any reference transaction is a conversation.” (Lankes)<br />The Interview<br />
    8. 8. “If text alone could not convey emotion, then old-fashioned letters sent by mail would never have caught on, and the movie would always be better than the book.” (Condit and Desai)<br />
    9. 9. <ul><li>Welcoming
    10. 10. Gathering Information
    11. 11. Confirming/Agreement
    12. 12. Providing Answer</li></li></ul><li>Show interest<br />“Wow! Interesting topic.”<br />“Oh boy, tough topic.”<br />
    13. 13. Informal Language, avoiding robotic instruction<br />“Hi!” vs. “Hello”<br />“I suggest you try Eric” vs. “Select a periodical index”<br />“Let’s start with a subject search in the catalog..” vs. “Consult our catalog…”<br />
    14. 14. Misspelling and lower case letters<br /><ul><li> Don’t call patron on their own misspelling, or at least do so tactfully.
    15. 15. Lower case typing is faster, which allows for quicker transaction time during chat.</li></li></ul><li>Don’t be overly interrogative<br />“Is this for an undergrad or grad class?” <br />“Do you need a scholarly article, or just any kind of magazine article?”<br /> “What kind of information?”<br />“How will you be using this information?”<br />
    16. 16. Update them regularly<br /><ul><li> Preformatted questions (scripts) for ease and speed while you search.
    17. 17. “Still looking… “
    18. 18. “Hang on, still searching…”
    19. 19. “chug, chug, chug….that’s my computer. ;-)</li></li></ul><li>Provide warnings before doing something<br /><ul><li> Pushing pages/links
    20. 20. Sending contact information
    21. 21. Exiting the chat</li></li></ul><li>Getting Used to Multiple Dialogues<br /><ul><li> Don’t always have to wait for a response before sending another question or piece of information.</li></ul>Patron: Everytime I try to print my article only the first page prints. Help!!!<br />Librarian: Hi, there! Are you getting the article from a library database or the internet?<br />Patron: The text is also way small. <br />Librarian: Yeesh, that is frustrating. <br />Patron: From the database called JSTOR<br />Librarian: Is it in PDF format?<br />Patron: It is! I’ve tried everything!<br />
    22. 22. www.questionpoint.blogs.com<br />
    23. 23. “It borders on the fatuous to propose that technology can be empolyed to provide a satisfactory alternative to nuances of the interaction between librarian and user.” (M. Gorman)<br />Instruction<br />
    24. 24. How can I convey complex instruction through a chat/SMS interface? <br />
    25. 25. The transition of reference librarian from question answerer to librarian as teacher/learning facilitator.<br />Desai, Christina and Stephanie J. Graves. Instruction via Instant Messaging reference: what’s happening?. 2006.<br />
    26. 26. Confusion between librarians as contentexperts versus process experts.<br />Lankes, David. New Concepts in Digital Reference. 2009<br />
    27. 27. Modeling: Here’s the information you need and here’s how I got it.<br />Resource suggestion<br />Terms suggestion<br />Leading: step-by-step<br />Lessons: library terminology (peer review)<br />
    28. 28. Instructional Techniques<br />Desai, Christina and Stephanie J. Graves. Instruction via Instant Messaging reference: what’s happening?<br />
    29. 29. Should the librarian provide instruction when the patron hasn’t asked for it?<br />
    30. 30. Leading: Start by giving them a carrot<br />Provide a brief immediate answer, then introduce instruction with a follow-up.<br />Librarian: Here’s a book on creative learning in early childhood. CREATIVE LEARNING IN PRIMARY SCHOOL http://bit.ly/9n5ajG <br />Patron: Ok, thanks I’ll take a look.<br />Librarian: To find more, I would recommend browsing the other books on the shelf next to it. <br />Librarian: You can also do a keyword search in our online catalog using “creative learning”<br />Patron: How do I get to the online catalog ?<br />
    31. 31. Short step-by-step instruction<br />Don’t overwhelm them with too much info. Pause to ask them if they have received a page you pushed or have located a box on the page, etc.<br />Librarian: Have you logged into Academic Search Complete?<br />Patron: No, not yet.<br />Patron: k, I’m there.<br />Librarian: Ok, now type in your search terms…<br />Librarian: You might want to try something like <br />Librarian: “juvenile diabetes” and nutrition<br />Librarian: Be sure to include the quotes around juvenile diabetes, it will really help the search.<br />Librarian: Then select the box next to where it says Full Text. Now you’re ready to search!<br />Librarian: How did that work for you?<br />
    32. 32. On the spot screencast<br />http://www.screentoaster.com<br />
    33. 33. Website annotation tools<br />http://sharedcopy.com<br />
    34. 34. What will chat reference look like in the future?<br />
    35. 35. <ul><li> David Lankes and OCLC collaborative idea
    36. 36. Still only in mock-up/concept phase
    37. 37. The “digital table”
    38. 38. Participatory Reference
    39. 39. Collaborative Conversation - “Why should virtual reference necessitate one librarian and one patron?”
    40. 40. Patron/User is in control. They invite us into their space!
    41. 41. Knowledgebase made public and searchable. </li></ul>Scapes Video. Virtual Dave http://quartz.syr.edu/rdlankes/blog/?p=460<br />
    42. 42. <ul><li> Put the user in control
    43. 43. Allow the user to not simply collect information, but to organize the information in a relational manor (like an entailment mesh).
    44. 44. Allow the user to determine the conversants.
    45. 45. Promote back and forth exchanges.</li></ul>Lankes, David. New Concepts in Digital Reference. 2009<br />
    46. 46. Thank you!<br />Carleen Huxley<br /> http://card.ly/carleen<br />
    47. 47. Desai, Christina M., and Stephanie J. Graves. "Instruction via Instant Messaging reference: what's happening." electronic Library 24, no. 24 (2006): 174-189. http://proquest.umi.com (accessed June 15, 2010).<br />Fagan, Jody Condit, and Christina M. Desai. "Communication Strategies for Instant Messaging and Chat Reference Services." The Reference Librarian 38, no. 79 (2003): 121-155.<br />Hill, J.B., Cherie Madarash Hill, and Dayne Sherman. "Text Messaging in an Academic Library: Integrating SMS into Digital Reference." The Reference Librarian 47, no. 97 (2007): 17-29.<br />Lankes, David. "Scapes Video." Virtual Dave...Real Blog.. http://quartz.syr.edu/rdlankes/blog/?p=460 (accessed June 15, 2010).<br />Lankes, R. David. New Concepts in Digital Reference (Synthesis Lectures on Information Concepts, Retrieval & Services). San Rafael: Morgan And Claypool Publishers, 2009.<br />
    48. 48. Photo Credit <br />Slide 1: Image courtesy of isolethetv on Flickr<br />http://www.flickr.com/photos/istolethetv/519756811/<br />
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