Digital Reference: A Survey Of Its Popularity As
A Reference Tool And Technologies Used By
The US Academic Libraries
IFLA ...
Purpose of the Study
• Population-Academic libraries in North America (Canada and
the US)
• Questions
– How do they provid...
Methodology
• A Random sample from 2013 Peterson’s Four-Year Colleges
• Peterson’s is considered the most comprehensive so...
340 Available vs. 22 Missing
Yes, 93.9%
No, 6.1%
Library Websites in the Sample
Available 340
Missing 22
Total 362
47.2% of the Libraries Provide Chat
Missing, 6.1%
No, 46.7%
Yes, 47.2%
Libraries That Provide Chat
Missing 22
No 169
Yes 1...
Location for Chat on the Web
Missing, 6.1%
None, 46.7%
Sub, 31.2%
Main, 16.0%
Chat Location
Missing 22
None 169
Sub 113
Ma...
What Is the Best Location for Chat?
Main, 34%
Sub, 66%
Chat Location
Main 58
Sub 113
Total 171
Top Five Chat Programs Used
0
10
20
30
40
50
60
70
80
LibraryH3lp QuestionPoint LibChat Zoho KnowItNow24/7
Series1 71 29 2...
The most Popular Chat Technology
0
10
20
30
40
50
60
70
80
LibraryH3lp QuestionPoint LibChat Zoho KnowItNow24/7 The rest
S...
Who Provided Chat?
In House, 34.3%
No Chat, 46.7%
Consortia, 9.4%
Some librarians that
participate in a consortia
for afte...
Use of IM Technology
Missing, 6.1%
No, 87.6%
Yes, 6.4%
IM
Missing 22
No 317
yes 23
Total 362
Though some libraries use the...
Most Popular IM Technologies
0
2
4
6
8
10
12
14
16
Yahoo AIM Google Talk MSN IM (Instant
Messenger)
ICQ
Series1 16 15 13 1...
Most Popular IM Technologies
0
2
4
6
8
10
12
14
16
Yahoo AIM Google Talk MSN IM (Instant
Messenger)
ICQ The rest
Series1 1...
How Many Libraries Provide Text?
Missing, 6.1%
No, 69.9%
Yes, 24.0%
Text
Missing 22
No 253
Yes 87
Total 362
Emails
17.4%
9.9%
65.7%
1.7%
5.2%
Email
Library email address present – not specific
to reference 63
No email address for ...
How Many Types of Technologies Libraries Offer?
0
10
20
30
40
50
60
70
offer 1 offer 2 offer 3 offer 4 offer 5 Offer 6 Off...
Q&A
Presenters
Dr. Sharon Yang, Associate Professor/Systems Librarian (yangs@rider.edu)
Ms. Heather Dalal, Assistant Profe...
Sharon Yang & Heather Dalal
Rider University
New Jersey, USA
Q&A
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Yang and Dalal- Digital reference: a survey of its popularity as a reference tool and technologies used by the US academic libraries

  1. 1. Digital Reference: A Survey Of Its Popularity As A Reference Tool And Technologies Used By The US Academic Libraries IFLA 2013 SATELLITE MEETING ON INFORMATION LITERACY & REFERENCE SERVICES, NATIONAL LIBRARY OF SINGAPORE August 15-16, 2013 Sharon Q. Yang & Heather Dalal Rider University New Jersey, USA
  2. 2. Purpose of the Study • Population-Academic libraries in North America (Canada and the US) • Questions – How do they provide virtual/digital reference? – What technologies do they use? – Evaluation of current practice – Any possible correlation between the digital reference and characters of libraries and institutions?
  3. 3. Methodology • A Random sample from 2013 Peterson’s Four-Year Colleges • Peterson’s is considered the most comprehensive source for colleges and universities • Library websites of 362 out of 2583 academic institutions • A sample of 14% • 95% confidence level • +5 confidence interval or error rate
  4. 4. 340 Available vs. 22 Missing Yes, 93.9% No, 6.1% Library Websites in the Sample Available 340 Missing 22 Total 362
  5. 5. 47.2% of the Libraries Provide Chat Missing, 6.1% No, 46.7% Yes, 47.2% Libraries That Provide Chat Missing 22 No 169 Yes 171 Total 362 Chat is defined as a widget/box on embedded on a website. Chat does not require user to have a client or account.
  6. 6. Location for Chat on the Web Missing, 6.1% None, 46.7% Sub, 31.2% Main, 16.0% Chat Location Missing 22 None 169 Sub 113 Main 58 Total 362
  7. 7. What Is the Best Location for Chat? Main, 34% Sub, 66% Chat Location Main 58 Sub 113 Total 171
  8. 8. Top Five Chat Programs Used 0 10 20 30 40 50 60 70 80 LibraryH3lp QuestionPoint LibChat Zoho KnowItNow24/7 Series1 71 29 22 10 7 Chat Technology
  9. 9. The most Popular Chat Technology 0 10 20 30 40 50 60 70 80 LibraryH3lp QuestionPoint LibChat Zoho KnowItNow24/7 The rest Series1 71 29 22 10 7 41 Chat Technology
  10. 10. Who Provided Chat? In House, 34.3% No Chat, 46.7% Consortia, 9.4% Some librarians that participate in a consortia for after hours, 3.6% Missing, 6.1% Chat Provider In House 124 No Chat 169 Consortia 34 Some librarians that participate in a consortia for after hours 13 Missing 22 Total 362
  11. 11. Use of IM Technology Missing, 6.1% No, 87.6% Yes, 6.4% IM Missing 22 No 317 yes 23 Total 362 Though some libraries use the words chat and instant messenger interchangeably, we have defined instant messenger as services that require the user to have an account to communicate. (i.e. AOL instant messenger)
  12. 12. Most Popular IM Technologies 0 2 4 6 8 10 12 14 16 Yahoo AIM Google Talk MSN IM (Instant Messenger) ICQ Series1 16 15 13 10 3 2 IM Technology
  13. 13. Most Popular IM Technologies 0 2 4 6 8 10 12 14 16 Yahoo AIM Google Talk MSN IM (Instant Messenger) ICQ The rest Series1 16 15 13 10 3 2 7 Chat Technology
  14. 14. How Many Libraries Provide Text? Missing, 6.1% No, 69.9% Yes, 24.0% Text Missing 22 No 253 Yes 87 Total 362
  15. 15. Emails 17.4% 9.9% 65.7% 1.7% 5.2% Email Library email address present – not specific to reference 63 No email address for either library or reference 36 There is an email address for the reference desk or askalibrarian 238 Only University Email 6 Missing 19 Total 362
  16. 16. How Many Types of Technologies Libraries Offer? 0 10 20 30 40 50 60 70 offer 1 offer 2 offer 3 offer 4 offer 5 Offer 6 Offer 7 Series1 46 58 70 59 29 4 0 Chat, IM, Knowledge Base, Email, Phone, Vedio Chat, Text
  17. 17. Q&A Presenters Dr. Sharon Yang, Associate Professor/Systems Librarian (yangs@rider.edu) Ms. Heather Dalal, Assistant Professor/Emerging Technologies & Instruction Librarian (hdalal@rider.edu) Rider University, New Jersey, USA (www.rider.edu; library.rider.edu)
  18. 18. Sharon Yang & Heather Dalal Rider University New Jersey, USA Q&A

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