This document discusses librarians providing real-time reference assistance using digital tools. It introduces online reference services and the use of social media, cites examples from libraries worldwide, and examines tools like chat, email and videoconferencing. Key aspects of developing a virtual reference program are outlined, including training, guidelines, competencies and evaluating performance. Behavioral standards for chat and other digital reference services are presented.

1. Librarians in Digital Conversations
Creating effective real-time connections between researchers
and resources
Joseph M. Yap
Coordinator, IMS
DLSU

2. Objectives
 Introduce online reference assistance and the
use of social networking sites in providing real-
time information services.
 Cite some examples of online reference
assistance being used by difference libraries
here and abroad.

3. VRS/DRS Movement
1980s – beginning ofVRS/DRS (Han & Goulding,
2003).
1996 – started as a Digital Reference Resource
Development project of the ERIC Clearinghouse on
Information and Technology.
1999 –VRS/DRS was new in the field. There was
a fear that trained librarians will be replaced by
other experts.

4. Ask.com
http://en.wikipedia.org/wiki/Ask.com

5. Communication Tools
 Synchronous vs Asynchronous
https://www.youtube.com/watch?v=ONGtUTGc9sE

6.  Virtual reference is reference service initiated
electronically, often in real-time, where patrons employ
computers or other Internet technology to communicate
with reference staff, without being physically present.
 Communication channels used frequently in virtual
reference include chat, videoconferencing,Voice over IP,
co-browsing, e-mail, and instant messaging. (RUSA
Guidelines for Implementing and MaintainingVirtual
Reference Services, 2010 [PDF])
http://www.ala.org/tools/libfactsheets/alalibraryfactsheet19

7.  Digital reference
Reference services requested and provided over
the Internet, usually via e-mail, instant messaging ("chat"),
or Web-based submission forms, usually answered
by librarians in the reference department of a library
sometimes by the participants in a collaborative
reference system serving more than one institution.
http://www.abc-clio.com/ODLIS/odlis_d.aspx#digitalref

8. DRS Guidelines
Reference and User Services Association, 2004
“Virtual reference should be undertaken with a
view to the long-term integration of the service
with the rest of the institution's reference services.
Even at the planning or pilot phases, virtual
reference should not be treated as an ad hoc
service.”
http://www.ala.org/rusa/resources/guidelines/virtrefguidelines

9. PREPARE
(INFRASTRUCTURE,
BUDGET, ETC.)
ESTABLISH POLICY
AND GUIDELINES
TRAINING OF
PERSONNEL
IDENTIFY LIST OF
COMPETENCIES
OBSERVE
BEHAVIORAL
PERFORMANCE
MARKETING
EVALUATION

10. Competencies
 Access
a) Responsiveness
b) Organization and Design of Services
c) CriticalThinking and Analysis
 Knowledge Base
a) Environmental Scanning
b) Application of Knowledge
c) Dissemination of Knowledge
d) Active Learning

11.  Marketing/Awareness/Informing
a) Assessment
b) Communication and Outreach
c) Evaluation
 Collaboration
a) Relationships with Users
b) Relationships with Colleagues
c) Relationships within the Profession
d) Relationships beyond the Library and the Profession

12.  Evaluation of Assessment and Resources
a) User Needs
b) Information Services
c) Service Delivery
d) Information Interfaces
e) Information Service Providers

13. Behavioral Performance
 Visibility/Approachability
Provides prominent, jargon-free pointers to all forms of
reference services via the library's web or mobile site.
Responds in a timely fashion to remote queries.
 Interest
Acknowledges user questions in a timely manner.
Maintains regular online or voice contact with the patron to
convey interest and provide assurance that the query is still
viable and a response is forthcoming.
Signals an understanding of the patron’s need.

14.  Listening/Inquiring
Uses current technology during the reference interview to
gather as much information as needed to serve the patron’s need
without compromising patron privacy.
 Searching
Uses appropriate technology to help guide the patron through
information resources, when possible.
 Follow-up
Encourages the patron to contact the library again if he/she has
further questions by making a statement such as “If you need
additional information, please contact us again and we’ll try
something else."

15. PRIVACY
 Virtual reference communications between patrons and
library staff should be private except as required by law.
 Data gathered and maintained for the purpose of evaluation
should protect patrons' confidentiality.
 Reference transactions may be used in the creation of
databases and FAQs but care should be taken to maintain the
privacy of patrons and the confidentiality of patrons’ inquiries.
 Data gathered and maintained for training purposes and for
publicizing the service should also protect patron
confidentiality.

16. DRS Abroad

19. Sultan Qaboos Univ Library (Oman)

21. The Philippines is quite behind in
terms of the development of DRS
compared to its counterparts abroad
(Abrigo & Ramos, 2011).
http://www.jyukawa.com/main/7040

22. DRS in the Philippines
http://conference.ifla.org/past-wlic/2011/199-ramos-en.pdf

23. Types of Reference Questions
 Directional
Directional questions do not require the use of any
additional resources.A general, geographic knowledge of
where things are and how things are done is generally all
that is needed.
http://lili.org/forlibs/ce/able/course9/questions-kinds-6.htm

24.  Ready Reference
 The first kind of question can be answered quickly by
consulting one or two standard reference tools, such as
almanacs, encyclopaedias and directories.These requests
are generally for a single fact or a short answer. [what,
where, when]
 The second kind of ready reference question could be
called instructional; providing the answer involves
demonstrating a skill. [how]

25.  Specific Search
Specific search questions involve looking for more
information than a single fact and generally require
searching multiple sources for the answer.The librarian
needs to formulate a search strategy to select
appropriate resources that will answer the question.

26.  Research
Research questions are more complex than other
questions.

27. Text Reference

29.  MyPhoneExplorer is a proprietary freeware desktop
application allowing management of Sony
Ericsson and Android mobile phones. It was developed in
Austria and has been translated into many languages,
including English.
http://en.wikipedia.org/wiki/MyPhoneExplorer

31. Requirements
 Mobile Phone / Tablet
 Computer
 Sim Card
 Load (Pre-paid or post-paid)
 Trained Reference Personnel / Librarian

32. VoIP and IM

33. Requirements
 Computer
 Internet
 Headset
 VoIP and IM account
 Trained Reference Personnel / Librarian

34. Web Form / Email

35. FAQ

36. Online Library Instruction

37. Chat Reference
http://www.infotoday.com/cilmag/oct12/Breitba
ch--Your-Guide-to-Meebo-Options.shtml

38.  Chat reference training has four primary categories and two
subcategories: initial software training, training on chat reference
skills, mentoring, and ongoing practice. Subcategories include training
materials and assessment and evaluation of training.
 Software training is the first step of the program. Librarians must
understand the software employed to support chat reference
service. Software training delivered in a short period of time, often a
day or two (Coffman, 2003).
 Mentoring: Mentoring provides personal assistance from
experienced librarians. Coffman (2003) suggests that those who
learn the skills quickly become mentors to relieve the project
leader's workload.
 Ongoing training.Training is an ongoing process. New resources and
changes in policies require continuous training. Ongoing training
provides an opportunity for sharing experiences and discussing
problems (Coffman, 2003)
http://www.webpages.uidaho.edu/~mbolin/ghas
ri-degani.htm

39.  Training materials. Kawakami and Swartz (2003) state that
access to competencies, best practices, and other training
and policy materials is necessary for good performance.
Multiple formats facilitate easy access.A website can be
used to organize material such as software tips, contact
information, and transcript examples.
 Assessment and evaluation. Evaluation is important for
assessing the effectiveness of a training program.Trainees
may fill out a questionnaire to assess their skills before
training, and complete another to evaluate what they have
learned after the training.

40.  Altarama (Reftracker)
 Springshare (LibChat)

42. http://www.dlsu.edu.ph/library/newsette/201007_08.pdf

45. Social Media
http://blog.linkedin.com/2013/12/04/the-role-of-social-media-in-college-admissions/

46. 2014: 5404 Joined: 2009
April 2015: 6145

47. 2014: 730 Joined: March 2010
April 2015: 803

48. 2013: 1500+ Joined: Sept. 2012
April 2015: 76, 540

49. LIA: 9 views Joined: March 2014
DLSU Libraries: 52 views

50. http://www.harpermedia.ca/wp-content/uploads/2014/06/Social-Media-Periodic-Table.jpg

51. Guess the
logo

52. Let’s Play
Category: Social Networks

53. Category: Social Bookmarking

54. Category: Video Channels

55. Category: Blogging Platforms

56. Category: Microblogs

57. Category: Social Commerce

58. Category: Review Sites

59. Category: Conversation Search

60. Category: Geo-location

61. Category: Professional / Business Networking

62. Category: Events

63. Category: Image Sharing

64. Category: Share Buttons

65. Category: Live Casting

66. Category: Music Channels

67. Category: Social Media Blogs

68. https://retail2greyminds.wordpress.com/2011/10/05/an-era-of-symbiotic-relationship-
social-media-entertainment-broadcasting/

69. • http://libraryconnect.elsevier.com/articles/suppo
rting-users-organizations/2013-08/liking-
sharing-and-tweeting-lora-de-la-salle

70. LORA
 Launched on September 1, 2009.

71. Text TOM
 Launched on June 19, 2012

72. LIA

73. LIA
 Launched on November 2013.
 LIA answers ready-reference and research questions and
provides online bibliographic and technology instruction.
 As such, LIA will not answer questions related to: (a)
computer configuration, maintenance, and
troubleshooting; (b) provision of investment, legal, or
medical advice; (c) tutoring or homework help; and, (d)
job interview preparation.

74. Promotion

75.  Like us andWin

76. Assessment
 ROI
 User-satisfaction
 Online survey

77. THANKYOU FOR LISTENING!
joseph.yap@dlsu.edu.ph
www.facebook.com/jmyap
[Joseph MarmolYap]
https://twitter.com/josephyap