The document discusses online reference services and the use of technology in libraries. It explores how different age groups use technology, including digital natives and digital immigrants. Common online reference services like email and chat-based services are examined. Emerging technologies that could shape the future of reference services are also presented, such as video chat, virtual worlds, co-browsing, and self-service inquiry databases. The conclusion emphasizes that collaboration and communication will be important for reference services going forward.

1. Connected Through Technology: A Look at Online Reference Services Presented by Casey Schacher

2. Overview What technologies are they using? What is technology? Who is using it?

3. What is Technology? Technology is a broad concept that deals with a species' usage and knowledge of tools and crafts, and how it affects a species' ability to control and adapt to its environment.

4. Who are we Serving?

5. Connected Interconnected Multitasking Digital Natives

6. Digital Immigrants Adoption Adaptation

7. Group Characteristics Challenges Immediacy Web Reliance “ Google mentality” Resistance Strengths Inherent Knowledge Transferable Skills Confidence Vocabulary Digital Natives

8. Group Characteristics Strengths Receptive Fewer “Bad Habits” Patience Challenges Anxiety / Skittishness Lack of Experience Limited Technical Vocabulary Digital Immigrants

9. Online Reference Services Common Online Reference Services Email-based Chat-based

10. Email vs. Chat Reference

11. The Future of Reference Services Emerging Reference Services Video Chat 3D / Virtual World Co-Browsing Self-Service Inquiry Databases

12. The Future of Reference Services Video Chat Reference Face-to-Face Simulation Body Language Personable

13. The Future of Reference Services Virtual World Reference

14. Co-Browsing The Future of Reference Services Co-Navigation Hands-On Assistance Instructional Application

15. Self-Service Inquiry Databases The Future of Reference Services

16. Conclusion Collaboration and Communication