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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 Chat reference1 Presentation Transcript

  • Chat Reference: What’s Hot, What’s Not
    Chat Reference: What’s Hot, What’s Not
    Carleen Huxley
    Twitter: cshlib
  • Widescreen Graphics
  • Creating 16:9 Presentations
    • Lack of physical and auditory cues
    • Real/perceived pressure to handle the transaction quickly
    • Instruction
    • Consortia vs. single library
  • “At the heart of any reference transaction is a conversation.” (Lankes)
    The Interview
  • “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)
    • Welcoming
    • Gathering Information
    • Confirming/Agreement
    • Providing Answer
  • Show interest
    “Wow! Interesting topic.”
    “Oh boy, tough topic.”
  • Informal Language, avoiding robotic instruction
    “Hi!” vs. “Hello”
    “I suggest you try Eric” vs. “Select a periodical index”
    “Let’s start with a subject search in the catalog..” vs. “Consult our catalog…”
  • Misspelling and lower case letters
    • 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.
  • Don’t be overly interrogative
    “Is this for an undergrad or grad class?”
    “Do you need a scholarly article, or just any kind of magazine article?”
    “What kind of information?”
    “How will you be using this information?”
  • Update them regularly
    • Preformatted questions (scripts) for ease and speed while you search.
    • “Still looking… “
    • “Hang on, still searching…”
    • “chug, chug, chug….that’s my computer. ;-)
  • Provide warnings before doing something
    • Pushing pages/links
    • Sending contact information
    • Exiting the chat
  • Getting Used to Multiple Dialogues
    • Don’t always have to wait for a response before sending another question or piece of information.
    Patron: Everytime I try to print my article only the first page prints. Help!!!
    Librarian: Hi, there! Are you getting the article from a library database or the internet?
    Patron: The text is also way small.
    Librarian: Yeesh, that is frustrating.
    Patron: From the database called JSTOR
    Librarian: Is it in PDF format?
    Patron: It is! I’ve tried everything!
  • www.questionpoint.blogs.com
  • “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)
    Instruction
  • How can I convey complex instruction through a chat/SMS interface?
  • The transition of reference librarian from question answerer to librarian as teacher/learning facilitator.
    Desai, Christina and Stephanie J. Graves. Instruction via Instant Messaging reference: what’s happening?. 2006.
  • Confusion between librarians as contentexperts versus process experts.
    Lankes, David. New Concepts in Digital Reference. 2009
  • Modeling: Here’s the information you need and here’s how I got it.
    Resource suggestion
    Terms suggestion
    Leading: step-by-step
    Lessons: library terminology (peer review)
  • Instructional Techniques
    Desai, Christina and Stephanie J. Graves. Instruction via Instant Messaging reference: what’s happening?
  • Should the librarian provide instruction when the patron hasn’t asked for it?
  • Leading: Start by giving them a carrot
    Provide a brief immediate answer, then introduce instruction with a follow-up.
    Librarian: Here’s a book on creative learning in early childhood. CREATIVE LEARNING IN PRIMARY SCHOOL http://bit.ly/9n5ajG
    Patron: Ok, thanks I’ll take a look.
    Librarian: To find more, I would recommend browsing the other books on the shelf next to it.
    Librarian: You can also do a keyword search in our online catalog using “creative learning”
    Patron: How do I get to the online catalog ?
  • Short step-by-step instruction
    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.
    Librarian: Have you logged into Academic Search Complete?
    Patron: No, not yet.
    Patron: k, I’m there.
    Librarian: Ok, now type in your search terms…
    Librarian: You might want to try something like
    Librarian: “juvenile diabetes” and nutrition
    Librarian: Be sure to include the quotes around juvenile diabetes, it will really help the search.
    Librarian: Then select the box next to where it says Full Text. Now you’re ready to search!
    Librarian: How did that work for you?
  • On the spot screencast
    http://www.screentoaster.com
  • Website annotation tools
    http://sharedcopy.com
  • What will chat reference look like in the future?
    • David Lankes and OCLC collaborative idea
    • Still only in mock-up/concept phase
    • The “digital table”
    • Participatory Reference
    • Collaborative Conversation - “Why should virtual reference necessitate one librarian and one patron?”
    • Patron/User is in control. They invite us into their space!
    • Knowledgebase made public and searchable.
    Scapes Video. Virtual Dave http://quartz.syr.edu/rdlankes/blog/?p=460
    • Put the user in control
    • Allow the user to not simply collect information, but to organize the information in a relational manor (like an entailment mesh).
    • Allow the user to determine the conversants.
    • Promote back and forth exchanges.
    Lankes, David. New Concepts in Digital Reference. 2009
  • Thank you!
    Carleen Huxley
    http://card.ly/carleen
  • 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).
    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.
    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.
    Lankes, David. "Scapes Video." Virtual Dave...Real Blog.. http://quartz.syr.edu/rdlankes/blog/?p=460 (accessed June 15, 2010).
    Lankes, R. David. New Concepts in Digital Reference (Synthesis Lectures on Information Concepts, Retrieval & Services). San Rafael: Morgan And Claypool Publishers, 2009.
  • Photo Credit
    Slide 1: Image courtesy of isolethetv on Flickr
    http://www.flickr.com/photos/istolethetv/519756811/