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 ...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
 356 academic libraries
 22 academic libraries
offer DRS
 E-mail referen...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
 Instant Messaging (Yahoo!
Messenger and Gtalk)
 Meebo
 Livezilla
 Web ...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
Started in 2009 using Yahoo!
Messenger and Gtalk!
 Opening hours
Weekdays...
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! Messenge...
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
var...
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 service...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
chat reference
definition
similarities and
differences of
reference intervi...
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 Qualita...
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
libr...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
12
spent ≤1 year
experience of
chat reference
6
1-3 years on
overall
tradit...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
12.44 hours
per week
average hours
chat reference
2.16 years
average
chat r...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
4 respondents
>17 hours per
week
chat reference
All male
respondents
<1 yea...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
• computer mediated
communication
45
• provide reference services via
Ask-a...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
• allows real-time interaction7
• available anywhere, anytime6
• use of Web...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
 Fast and convenient
 Increases comfort levels
 Eliminates shyness (user...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
 Creates relationship with
other reference librarians
 Provides easy acce...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
Ability to save chat
transcripts
Allows serving more than
one patron at a...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
Less grammatical errors
because librarian have
time to edit before
sending...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
Higher expectations from the librarians
There's a question of trust
May ...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
Requires speed in typing
Drop-off calls/disconnection
problems
Bandwidth...
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 anonym...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
Successful and Unsuccessful Critical Incidents
According to Respondents’ Ye...
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
Knowl...
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 w...
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
s...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
Reference interview
and questions
received in chat
reference were
similar t...
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
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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

  1. 1. Marian Ramos-Eclevia marian.eclevia@dlsu.edu.ph
  2. 2. 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
  3. 3. 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)
  4. 4. 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
  5. 5. 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
  6. 6. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Chat Reference Transactions in UP Diliman
  7. 7. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Chat Transactions, 2012
  8. 8. 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
  9. 9. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB LORA Transactions in Numbers
  10. 10. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Started using Springshare LibChat, May 2013 Chat widget – embedded in various pages of the library website
  11. 11. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Chat Transactions, January-June 2013
  12. 12. 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.
  13. 13. 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
  14. 14. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Critical Incident Technique
  15. 15. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB 24 librarians and information specialists Questionnaires Max for Qualitative Data Analysis software (MAXqda)
  16. 16. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
  17. 17. 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
  18. 18. 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
  19. 19. 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
  20. 20. 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
  21. 21. 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
  22. 22. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB • allows real-time interaction7 • available anywhere, anytime6 • use of Web 2.0 tools5
  23. 23. 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
  24. 24. 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
  25. 25. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Ability to save chat transcripts Allows serving more than one patron at a time Allows multitasking
  26. 26. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Less grammatical errors because librarian have time to edit before sending replies Provides instantaneous user feedback
  27. 27. 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.
  28. 28. 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
  29. 29. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB traditional reference services
  30. 30. 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
  31. 31. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
  32. 32. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Successful and Unsuccessful Critical Incidents According to Respondents’ Years of Chat Reference Experience
  33. 33. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
  34. 34. 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
  35. 35. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
  36. 36. 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
  37. 37. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB More stable internet connection Staff training More staff
  38. 38. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Libraries should systematically and regularly evaluate the quality of its services and programs.
  39. 39. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB Reference interview and questions received in chat reference were similar to in-person reference.
  40. 40. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB
  41. 41. IFLA SATELLITE MEETING::15-16 AUGUST 2013::NLB

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