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Virtual reference services and evaluation of a Library


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Virtual references of library
Library Virtual Services
Library 2.0
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Virtual reference services and evaluation of a Library

  1. 1. VIRTUAL REFERENCE SERVICES AND EVALUATION Instant Messaging Social Networking Sites JOEY B. SIADOR Librarian MLIS 205 : Information Sources and User Services
  2. 2. INSTANT MESSAGING • “ Instant messaging (IM) is a form of real-time communication between two or more people based on typed text. The text is conveyed via computers connected over a network such as the Internet.”
  3. 3. INSTANT MESSAGING In plain English…. IM allows you to have live chats with friends and family using your internet connection. It‟s free and easy to use.
  4. 4. WHY LIBRARIES USE IM – Conversations take place in real time. – No waiting for an e-mail response or a call to be returned. – It‟s free and accessible wherever Internet access is available. – IM chats are often very casual and more informal than letters or e-mails. – IM takes multi-tasking to a new level. Phone calls, web surfing, and IM can all be done simultaneously.
  5. 5. BEST PRACTICES FOR IM IN LIBRARIES • Promote your screen name and service. It also needs to be publicized and promoted just like any library service or program. Example, “Have a Question? IM Your Librarian.” • Add your IM name to your business cards, signature files, and Web portal. • Create a standardized, consistent naming convention for your IM screen names. • Use away messages effectively. • Use online sources only if the best answer can be given from them
  6. 6. WHY SHOULD LIBRARIANS CARE? • Virtual reference has evolved and changed to include not only email, but also consortium- based chat reference, and now, instant messaging reference. • Student groups have different needs and skills sets, all demand that the services of their library be available to them remotely and immediately, so that they may more easily fit library research into their busy schedules. • Pew concludes that 42% of online individuals use IM, and that members of this generation represent the largest segment of the instant messaging group
  7. 7. ETIQUETTES OF CHATTING OR IM‟ING 1. Do not respond with a one-word answer! It kills conversations! 2. Avoid using too many IM Acronyms. Too many „LOLs‟ might spell insanity, not laughing out loud. 3. If you are going to be away from the computer for more than 10 minutes, say “BRB” to whoever you are talking to, or change your status/availability. 4. If you unexpectedly sign in and out during an IM conversation, it is your responsibility to restart the chat with either an apology or jump right back into what you were talking about.
  8. 8. 5. Do not use lightly colored or unreadable fonts. It‟s annoying. 6. Be careful what you say in your conversations. 7. If you have to leave an IM conversation, it is nice to say why you are leaving. 8. Emotions are okay to use, but don't overuse them. ETIQUETTES OF CHATTING OR IM‟ING
  9. 9. 9. One nudge or buzz on IM is the limit. 10.Do not start conversations when you have nothing to say. They end up being dull. 11. Don't talk in CAPITAL LETTERS 12.Don't join a chatroom and then leave without saying something . ETIQUETTES OF CHATTING OR IM‟ING
  10. 10. 13. Don't idle or lurk in a chatroom - When you are in a chatroom, do take part in the conversation. If you are going to be away from your computer for a short time, tell the other users. If you are a beginner, be polite and say something like, "I am new to chatting. Can I watch quietly for a few minutes?" 14. Be patient - Try to be patient and wait if a user is slow to respond to you during a conversation. 15. Be friendly. Be polite. Be considerate ETIQUETTES OF CHATTING OR IM‟ING
  11. 11. ADVANTAGES OF IM REFERENCE 1. Instant messaging reference offers a generally faster speed of interaction. 2. Instant messaging clients are often free to both the library and the library‟s users. 3. From the librarian‟s standpoint, being trained to use an instant messaging program is fast and easy, as long as one has at least some computer experience. (Houghton and Schmidt)
  12. 12. 4. Instant messaging gives the library‟s reference staff access to a huge target audience. 5. IM programs generally have low or no computer requirements. (Houghton and Schmidt) 6. The intimidation of the user will decrease ADVANTAGES OF IM REFERENCE
  13. 13. 1. SPAM, virus transmission, and other unintended uses of Instant Messaging tools. 2. Possible privacy issues. 3. IM does not provide a co-browsing function as many web-based chat programs do. The librarian can tell the user which web pages to look at, and which hyperlinks to click, but there‟s never a guarantee that the user actually understands. DISADVANTAGES OF IM REFERENCE
  14. 14. 4. Lack of non-verbal clues 5. Time consuming 6. Ambiguity of query 7. Lack of closure DISADVANTAGES OF IM REFERENCE
  15. 15. SOCIAL NETWORKS • Digital space that enables users to register, create personal profiles, select whom to friend w/in the community, and communicate w/ and share content w/ online friends. (Agosto & Abbas) – SOCIAL Media – digital tools designed more for digital content sharing and less for purposes of communication and interaction i.e. Youtube,
  16. 16. SOCIAL NETWORKS • According to Boyd and Ellison, it is a web-based service that allow individuals to construct a public or semi-public profile within a bounded system, articulate a list of other users with whom they share a connection, and view and traverse their list of connections and those made by others within the system.
  17. 17. Librarians are responding to the popularity of social networking sites and their expanding role in the creation, use, and sharing of information by engaging them as a central medium for interacting with library patrons and providing services to meet their information needs SOCIAL NETWORKS
  18. 18. SOCIAL NETWORKING • One of the most active web-based activities in the Philippines with Filipinos being declared as the most active users on a number of web-based social network sites such as Facebook, Twitter, Friendster and Multiplly • Connecting with existing networks, making and developing friendships/contacts • Developing an online presence • Viewing content or finding information
  19. 19. • Creating and customizing profiles • Authoring and uploading your own content • Adding and sharing third party content • Posting messages • Collaborating for e-learning • Web 2.0 + Library = Library 2.0 - Library 2.0 simply means making your library‟s space (virtual and physical) more interactive, collaborative, and driven by community needs. SOCIAL NETWORKING
  20. 20. FACTS: • Number of Filipinos with Internet access has increased from 2 million subscribers in 2000 to an estimated 35 million by the end of this year • Internet usage increased from 23 percent in 2007 to 38 percent, according to a 2008 survey conducted by Nielsen and Yahoo on Filipino Internet habits study. ~Verzosa, F.A. • In the Philippines, Females make up 52% of Facebook users (Nierhoff, M.H.)
  21. 21. FACT : Top Facebook user by country (February 2011) Rank Country Population in FB 1 United States 164,958,520 2 Brazil 65,657,820 3 India 61,697,760 4 Indonesia 48,807,580 5 Mexico 39,810,220 6 United Kingdom 32,597,460 7 Turkey 32,260,920 9 France 25,502,360 10 Germany 25,284,240
  22. 22. Popular Social Networking Platforms 1. FACEBOOK AND MYSPACE  Bring people together based on conditions • Common geography • Common interests • Common History 2. NINGS – Based on common theme, have blogging options available, twitter feeds can be streamed in as well – Enable the creation of subgroups
  23. 23. 3. TWITTER – Ultimate in electronic instant social gratification – Allows immediate exchange of ideas – Limit 140 characters per post 4. BLOGS – Short for web logs, are like online journals wherein the ”blogger” (or owner) posts messages periodically, sharing and focusing on a particular subject or issue, and allowing others to comment – A venue for writing and peer editing and sharing, posting articles, stories, illustrated books, and opinions on current events, personal experiences, etc. Popular Social Networking Platforms
  24. 24. – Libraries use blogs as news vehicles, venues for staff communication, to support library instruction, and as a forum for peers/colleagues to express opinions on library issues and concerns 5. WIKI – Wiki is a web page that is accessible to anyone with a Web browser and an Internet connection – Allows readers to collaborate with others in writing it and add, edit, and change the web page‟s content, – Making it a tool for collaboration Example Popular Social Networking Platforms
  25. 25. Restricted
  26. 26. Use of Social Networking Sites 1. Announce programs of the library 2. Give students the opportunity to ask questions pertaining to the use of the library 3. Teach basic search tools 4. Paste new books on the wall to inform the University Community
  27. 27. Use of Social Networking Sites 5. Send brief updates to patrons 6. Ask a Librarian 7. Provide link of an information 8. As library portal 9. As Marketing/promotion tool 10.Reference Interview tool
  28. 28. Benefits of Social Networking Sites to Libraries 1. Facilitates collaborations and promote effective communication between Librarians and their patrons. 2. Generates a flow of information excluded from search engines and Library Catalogues. 3. Leads future delivery of information to meet search queries (Scale, 2008) 4. The crucial aim of librarians is to make library resources available to patrons so if social networking sites will help achieve this goal then it should be pursued vigorously.
  29. 29. • SNS‟s wall linked to a library‟s web page has the potential of reaping great results by attracting and serving Distance Education Students. Watts et al. (2002) stress that it is through social networking sites that any person is capable of communicating and delivering a message to a distant target person. • Help Librarians and Libraries to keep pace with technologies and compete effectively with the developed World. • Being where learners are - Benefits of Social Networking Sites to Libraries
  30. 30. Disadvantages of Using Social Networks to a Library • Lack of anonymity • Scams and harassment • Time consuming • Social networking sites generally appeal to a younger demographic.
  31. 31. How do teens select Social Networks & other ICT‟s (Agostos & Abbas) 1. Simplicity of Use 2. Speed of Communication 3. Constant Contact 4. Multitasking
  32. 32. Best Practices / Ideas for Library Services • Get teens involved • Keep it simple but visible • Use multiple technologies • Do not abandon tools that works • Keep sites up to date and fresh • Be proactive • Change when needed • Be a role model of good digital citizenship
  33. 33. SOCIAL NETWORKING 101 • Do your research, explore different applications /features, and look for other libraries using the same network. Keep your information current and accurate. • Make your library profile interesting – add photos, videos, presentations, links, etc. • Know no fear – try new things, new features, new services. • Think before you post. • Be respectful to your online community.
  34. 34. OBJECTIVES OF VIRTUAL REFERENCE SERVICE • To provide individual assistance and instruction • To provide and maintain an appropriate collection of reference resources, both print and electronic • To assist users with locating the best sources of information • To help in marketing reference and resources • To serve as a public relations representative
  35. 35. • To help in online searching • To help and assist in professional activities for professional development and growth • To help in referral process, forward the enquiry or provide the user with live links to authoritative websites • To educate users concerning resources and research techniques in order to help them become information literate OBJECTIVES OF VIRTUAL REFERENCE SERVICE
  36. 36. “ The online world has opened up so many opportunities for us to embed library services into spaces our constituencies may visit. It makes sense to look at what social software sites our patrons frequent and how we can provide services there. Just like putting a library branch in a strip mall, creating presence in social networking software makes the library more visible and more convenient to access.” Farkas, M., (2007, April) Where Patrons Are: Outreach in MySpace and Facebook. American Libraries. 38 (4), p. 27
  37. 37. References: Agosto, D.E. & Abbas, J., editors (2011). Teens, Libraries, and Social Networking : What Librarians Need to Know. California : Libraries Unlimited. Nierhoff, M.H. (2013). Facebook Country Stats February 2013 – Top 10 Countries Lose Users Due too the Ongoing Account Cleanup. Quintly. Retrieved from february-2013-top-10-countries-lose-users/ Chat Room Etiquette. English Club. Retrieved July 18, 2013, from chat/etiquette.htm Steiner, S. & Long, C. (2006, December). What Are We Afraid Of ? A Survey of Librarian Opinions and Misconceptions Regarding Instant Messenger. Georgia State University : University Library Faculty Publications (pp. 1-31). Retrieved from 2&context=univ_lib_facpub Stephens, M. (2006). Web 2.0 & Libraries: Best Practices for Social Software. Retrieved July 26, 2013, from instant-messaging/
  38. 38. References: Foley, M. Instant messaging reference in an Academic Library : a case study. Retrieved July 19, 2013, from Verzosa, F.A. (2010, November 25). Libraries and social networking: impact and challenges in today‟s generation. Slideshare : Present yourself. Retrieved July 26, 2013, from impact-and-challenges-in-todays-generation. Ayia, A.M., Kumah, C.H. (2011, August 13-18). Social Networking : a tool to use for effective service delivery to clients by African Librarians. World Library and Information Congress : 77th IFLA General Conference and Assembly, Puerto Rico, San Juan (pp. 1-14). Retrieved from ayiah-en.pdf. Boyd, D.M. & Ellison, N.B. (2007). “Social network sites: Definition, histoy and Scholarship”. Journal of Computer-Mediated Communication. 13(1). Retrieved from