WXGB6108_Research Proposal Chapter 1 - Identifying Perceived Needs for a Chat Reference Service from the University of Malaya Library User’s Perspective
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Noor Husna Mohamad Zayadi Master of Library and Information Science Faculty of Computer Science & Information Technology University of Malaya 2010
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Noor Husna Mohamad Zayadi
Master of Library and Information Science
Faculty of Computer Science & Information Technology
University of Malaya
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This research plan aims to explore and compare the current practices of digital reference services in academic libraries in the UK and Hong Kong. The researcher will conduct in-depth interviews and qualitative case studies of digital reference services at the University of Glasgow Library, University of Strathclyde Library, and Hong Kong University of Science and Technology Library. The objectives are to develop descriptions of each library's digital reference services, compare and contrast services between the UK and Hong Kong, suggest implications for adopting digital reference, and analyze challenges faced by academic libraries.
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This document provides an overview of digital reference services in digital libraries. It discusses the types of digital reference services, including email reference and real-time reference. Email reference allows asynchronous communication but lacks immediacy, while real-time reference allows quick responses but is more labor intensive. The document also outlines some major digital reference projects and challenges to digital reference services, such as high costs and difficulties with collaboration. Overall, the document examines how reference services have evolved with digital libraries and the internet.
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Reference Services in Academic Libraries
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WXGB 6303_Methodology and literature review presentation
Noor Husna Mohamad Zayadi
Master of Library and Information Science
Faculty of Computer Science & Information Technology
University of Malaya
2010
Digital Reference Service
This research plan aims to explore and compare the current practices of digital reference services in academic libraries in the UK and Hong Kong. The researcher will conduct in-depth interviews and qualitative case studies of digital reference services at the University of Glasgow Library, University of Strathclyde Library, and Hong Kong University of Science and Technology Library. The objectives are to develop descriptions of each library's digital reference services, compare and contrast services between the UK and Hong Kong, suggest implications for adopting digital reference, and analyze challenges faced by academic libraries.
Digital reference service
This document provides an overview of digital reference services in digital libraries. It discusses the types of digital reference services, including email reference and real-time reference. Email reference allows asynchronous communication but lacks immediacy, while real-time reference allows quick responses but is more labor intensive. The document also outlines some major digital reference projects and challenges to digital reference services, such as high costs and difficulties with collaboration. Overall, the document examines how reference services have evolved with digital libraries and the internet.
Connecting To Students 5 30 07
The document summarizes Binghamton University Library's efforts to launch an instant messaging reference service called Ask a Librarian using the Trillian software. It discusses choosing Trillian for its compatibility, features and popularity. It also covers training library staff, marketing the new service, and initial results which showed most questions came from AOL users. An assessment found the service was well received with some room for improvement around staffing and FAQs.
Information Seeking & Reference Services
The document discusses information seeking behaviors and reference services. It explains that when an individual needs information, they experience an information need, seek information to address that need, and exhibit information behaviors in how they seek information. It also discusses how people tend to exert the least amount of effort when seeking information according to Zipf's Principle of Least Effort. The document then covers the objectives and tools of reference services, both historically and presently.
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Instant Messaging in some Danish public libraries. Presentation at BOBCATSSS conference in Zadar January 2008
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presentation at Internet Librarian 2008, Monterey, CA., Problem Solving Track (Solving the Reference Desk Problem)
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1. The document discusses reference services in academic libraries and how they are changing in the shifting information landscape.
2. It was written by Julie Piacentine, a reference librarian and instruction specialist at the University of Chicago Library.
3. The document covers topics like the iSchool movement, usability, gender trends in library and information science education, and assessment of reference services.
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3. The study found that while some ICTs like computers and the internet were available and functioning regularly, other technologies like facsimile machines, scanners and telephones were either not present or not functioning at all. Irregular power supply and frequent computer breakdowns were also identified as challenges.
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This document discusses trends in reference services in academic libraries. It notes that reference is moving from traditional service desks to a more distributed model with embedded librarians, virtual services, and tiered staffing. Key aspects of this model include merging service points, placing librarians in areas where users work as liaisons, and offering various virtual methods like chat and text in addition to in-person help. The goal is to meet users' needs through flexible and accessible reference services.
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2) It also explores enhancements to VR through new technologies, ways to analyze VR transaction data to understand user needs, and ideas from recent literature on improving VR services.
3) The document provides an overview of the current state of VR at Virginia Tech and opportunities to strengthen services through things like personal awareness, mining transaction data, and concepts from literature.
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The document discusses the changing nature of reference and information services due to advances in technology. It outlines the differences between traditional and digital reference services, describing various formats for delivering digital reference like email, web forms, chat/instant messaging, and videoconferencing. Issues around sustainability, the roles of librarians, and challenges of digital reference are also covered. The conclusion emphasizes the need for librarians to adapt to changes and remain vital contributors to user's information needs.
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The document discusses various services provided by special libraries, including reference and information services, bibliographic services, literature search services, indexing and abstracting services, and current awareness services. Reference services in special libraries are characterized by an emphasis on finding information rather than teaching users how to find it themselves. Special librarians also often collaborate more closely with users by participating in the initial planning of projects. Bibliographic services involve acquiring, cataloging, and managing library materials and records. Literature search services include conducting comprehensive literature reviews like scoping reviews, systematic reviews, and meta-analyses to summarize existing research on a topic. Indexing and abstracting services help organize information and allow users to efficiently find relevant materials. Current awareness services involve regularly reviewing
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Project Briefing: Spring 2008 Task Force Meeting: Moving to Mobile
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This feature allows library staff to create a virtual assistant that can respond to
common questions. This will help reduce repetitive questions and free up library staff time.
Social Media Integration: Integrating LibAnswers with the library's social media accounts
such as Twitter and Facebook. This will enable library staff to respond to questions received
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LibGuides Integration: Integrating LibAnswers with the library's LibGuides platform. This
will allow library staff to embed LibAnswers widgets into LibGuides subject guides.
SMS Module: Enabling the SMS module to allow users to text questions to the library. This
is useful for
Challenges and prospects of using information communication technologies (ict...
1. The document discusses the challenges and prospects of using information communication technologies (ICTs) in the reference services of Nigerian polytechnic libraries.
2. It identifies some major threats and challenges to the optimal utilization of ICT facilities in the reference sections, including limited duration of use, denials to save information onto storage devices, and inadequate numbers of facilities.
3. The study found that while some ICTs like computers and the internet were available and functioning regularly, other technologies like facsimile machines, scanners and telephones were either not present or not functioning at all. Irregular power supply and frequent computer breakdowns were also identified as challenges.
Advantage-and-dis-advantage-onlne-survey
The document discusses different data collection techniques, focusing on online surveys. It provides details on traditional surveys, advantages of online surveys, and disadvantages of online surveys. Some key advantages of online surveys are lower costs, ability to reach a global audience, and potential for anonymity. However, online surveys also face disadvantages such as lack of control over sampling, potential for non-response bias, and inability to verify respondent identities or interpret non-verbal cues. Overall, the document compares traditional and online survey methods and outlines pros and cons of using online tools for data collection.
Psychoanalysis of Online Behavior and Cyber Conduct of Chatters in Chat Rooms...
With ease of access of internet connectivity and owing to ability of maintaining anonymity, online chatting has become very common. Based on an empirical study comprising of more than 700 chatting sessions spread over a period of 15 months with nearly 2500 online chatters, this paper aims to present a psychological study and analysis of the behavior of chatters in online chatting environments. It has been found that the chatting environments are dominated by male gender and explicit sexual expression is common. The paper also laments
the ability of chatting environments to be exploited as breeding ground for cyber crimes by using ‘social engineering’. On the sidelines, the paper also lists the motivations driving the people to chat as well as the various rewards and drawbacks that chatting poses to the chatter in specific and society in general.
Internet Filtering Pp
Internet filtering in academic libraries can be seen as a form of censorship. While filtering can help reduce costs and increase productivity by limiting non-academic content, it also restricts access to information. Libraries must decide whether to introduce usage policies or filtering software to prevent issues like illegal file sharing and adult content, but filtering also comes with disadvantages like inadvertently blocking academic resources or publishers mislabeling content. The relationship between filtering and censorship is complex in academic library settings with open access to information.
Reference Service Models Vision 2013
This document discusses trends in reference services in academic libraries. It notes that reference is moving from traditional service desks to a more distributed model with embedded librarians, virtual services, and tiered staffing. Key aspects of this model include merging service points, placing librarians in areas where users work as liaisons, and offering various virtual methods like chat and text in addition to in-person help. The goal is to meet users' needs through flexible and accessible reference services.
Socrates, Please! - Content aware artificial intelligence
This document describes a proposed AI chatbot called Socrates, Please that is intended to encourage critical thinking and supplement formal education. It would do this by asking open-ended questions about what users type to challenge assumptions and bounce ideas around. The chatbot aims to fill the gap in asynchronous distance learning where there is less opportunity for real-time discussion. It also draws from theories that Socratic questioning and discourse with chatbots can improve critical thinking.
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1) The document discusses virtual reference (VR) at Virginia Tech libraries, including statistics from 2004 and 2010 on questions asked, demographics of users, and response times.
2) It also explores enhancements to VR through new technologies, ways to analyze VR transaction data to understand user needs, and ideas from recent literature on improving VR services.
3) The document provides an overview of the current state of VR at Virginia Tech and opportunities to strengthen services through things like personal awareness, mining transaction data, and concepts from literature.
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This article discusses the relationship between libraries and the Internet. It defines both libraries and the Internet, and explains how the Internet has become an important information source for libraries. The Internet allows libraries to provide online services like catalogs and databases, which give users more access to information. It also helps libraries share resources and gives staff opportunities for professional development. While the Internet provides benefits, it can also pose security and access issues for libraries. The article provides a general overview of how the Internet impacts libraries.
Iaetsd efficient filteration of unwanted messages
This document discusses an efficient filteration system for unwanted messages on social networking sites. It proposes a Trust Evaluation System (TES) that uses a reputation metric to evaluate new messages submitted by users and assign a confidence level based on the trustworthiness of the reporter. TES rewards reporters whose feedback agrees with highly trusted users and penalizes those who disagree. It also continuously updates the confidence level of messages based on additional feedback. The system aims to induct a community of trusted reporters and automatically filter future messages matching fingerprints that have been cataloged as spam.
1. Haliza.ppt
The document discusses the changing nature of reference and information services due to advances in technology. It outlines the differences between traditional and digital reference services, describing various formats for delivering digital reference like email, web forms, chat/instant messaging, and videoconferencing. Issues around sustainability, the roles of librarians, and challenges of digital reference are also covered. The conclusion emphasizes the need for librarians to adapt to changes and remain vital contributors to user's information needs.
Services
The document discusses various services provided by special libraries, including reference and information services, bibliographic services, literature search services, indexing and abstracting services, and current awareness services. Reference services in special libraries are characterized by an emphasis on finding information rather than teaching users how to find it themselves. Special librarians also often collaborate more closely with users by participating in the initial planning of projects. Bibliographic services involve acquiring, cataloging, and managing library materials and records. Literature search services include conducting comprehensive literature reviews like scoping reviews, systematic reviews, and meta-analyses to summarize existing research on a topic. Indexing and abstracting services help organize information and allow users to efficiently find relevant materials. Current awareness services involve regularly reviewing
Key developments in electronic delivery in LIS 2005-2008
This document summarizes key developments in electronic delivery in libraries from 2005-2008. It discusses trends toward user preferences for more seamless, convenient access to full text content. Technologies like federated search, portals, web services, and RSS were innovating how libraries delivered information to users. The National Library for Health in the UK was working to develop new services using these technologies and integrate library resources into clinical systems. Remote library services were also expanding to provide more online reference, document delivery, and loan management.
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Project Briefing: Spring 2008 Task Force Meeting: Moving to Mobile
Cell phones and other mobile devices are ubiquitous and offer increasingly robust operating systems, user interfaces, and hardware sophistication. The potential of these devices for accessing the richness of library and information content, services, and applications provided is largely unrealized. This is particularly unfortunate in considering library outreach to undergraduate students. This session will review projects in development in the Undergraduate Library at the University of Illinois at Urbana-Champaign and the College Library at the University of California at Los Angeles to explore possibilities for communication, content delivery, and instruction through mobile devices and the principles guiding these projects. Significant time in the session will be devoted to discussion of the opportunities, possibilities, challenges, and issues as libraries work to address this important issue - the move to mobile.
Sms based event notification system
This document summarizes the design and development of an SMS-based event notification system that supports multiple SMS gateways and scheduling of SMS messages. The system provides a common interface for different SMS gateways to prevent vendor lock-in. It introduces SMS message scheduling across gateways, including those that do not natively support scheduling. Users can also cancel scheduled messages. The system uses a three-tier architecture with a client tier for the user interface, an application tier for middleware/processing, and a backend database tier.
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The document discusses the development of personal learning environments (PLEs) as a framework for distributed learning. PLEs allow learners to access information from multiple sources using various web tools. They are personal and learner-centric, tailored to individual needs. Key PLE elements include tools for content production, collaboration, communication, storage, aggregation of people and content. PLEs offer benefits like organizing materials personally, facilitating communication and collaboration, and supporting both formal and informal lifelong learning. Technological solutions proposed include using .NET technologies, jQuery, OAuth for single sign-on, and protocols like Web Sockets and PubSubHubbub to enable real-time interactions in a distributed system.
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The document discusses the potential benefits of semantic web technologies for distance learning and education. It describes how the semantic web aims to make web content machine-understandable to improve search, integration and reduce errors. Key technologies include semantic markup, metadata, ontologies and ontology languages. Semantic web technologies could help address challenges in online learning environments like communication, collaboration and personalized services. The document recommends universities invest in semantic technologies to gain benefits for distance education.
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Similar to WXGB6108_Research Proposal Chapter 1 - Identifying Perceived Needs for a Chat Reference Service from the University of Malaya Library User’s Perspective
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This document proposes a conceptual framework for applying customer relationship management (CRM) perspectives to library reader services. It begins by defining readers/customers and discussing how their needs and expectations have changed with new technologies. It then reviews literature on gaps between library services and customer expectations. The framework adapts a marketing model (4S: scope, site, synergy, system) to establish strategic goals, improve the library website interface, gain customer loyalty through relationships, and ensure technological support for services. The goal is to apply business concepts to enhance reader-centered services and better meet evolving customer needs.
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The document summarizes a study on college students' perceptions of an Internet public library (IPL). The study used qualitative analysis of interviews with 10 college students, some familiar with the IPL and some not. It aimed to understand the public perception of what an IPL should be and what services it should offer. Key findings included that participants wanted the IPL to contain both online and physical resources, with connections to local libraries, and desired user-friendly search tools and assistance. However, the small sample size means results may not be generalizable to other groups.
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Introduction to objective, scope and outcome the subject
Chapter 2
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WXGB6108_Research Proposal Chapter 1 - Identifying Perceived Needs for a Chat Reference Service from the University of Malaya Library User’s Perspective
- 1. WXGB6108 Research Foundation for LISResearch ProposalChapter 1 NoorHusnaMohamadZayadi WGB090005
- 2. RESEARCH TITLE Identifying Perceived Needs for a Chat Reference Service from the University of Malaya Library User’s Perspective
- 3. INTRODUCTION TO THE PROBLEM Internet technology has changed the way in which communication and searching for information can be done easily today. With the development of the World Wide Web, digital reference services are beginning to take over some of the roles of the traditional reference services in the library. The changing role of the reference librarians.
- 4. Digital reference service offers services to the library users in several forms. Chat reference service is a service offered by library where librarian and users can ‘speak’ to each other on the Internet in a real time manner. Communication been done in the form of asking and answers enquiries and these usually takes minimum time of responses. cont
- 5. STATEMENT OF THE PROBLEM A research done by Carlson, 2007, stated that almost 85 percent of the students said they preferred face-to-face interactions with librarians. Through these findings, librarians have the responsibility to offer alternative ways to serve the other 15 percent students who have problems in face-to-face communication with librarians.
- 6. The problem of face-to-face communication with librarians is a form of library anxiety, a problem facing library users which limits their ability to get information. And this problem could be solved with library offering digital reference service such as chat reference service. IV1 : Library Anxiety cont
- 7. Preference of getting information at the place they’ve settled in to study is another issue to consider. Users who actually can’t go to the library or in this case for certain reasons such as doing research outside of the campus. IV2 : Remote Access cont
- 8. As the vast improvement of the technology nowadays, the need to get information as quickly as possible is vital and is possible, one way through the Internet. Promptness is highly important for library users especially researchers or students where they need to get the information as fast as possible. IV3 : Promptness cont
- 9. VARIABLES IV1 : Library Anxiety IV2 : Remote Access IV3 : Promptness DV : Perceived Needs for a Chat Reference Service
- 10. RQ1. Is there a relationship between Library Anxiety and Perceived Needs for a Chat Reference Service? RQ2. Is there a relationship between Remote Access and Perceived Needs for a Chat Reference Service? RQ3. Is there a relationship between Promptness and Perceived Needs for a Chat Reference Service? RESEARCH QUESTIONS
- 11. H1: There is a relationship between Library Anxiety and Perceived Needs for a Chat Reference Service. H2: There is a relationship between Remote Access and Perceived Needs for a Chat Reference Service. H3: There is a relationship between Promptness and Perceived Needs for a Chat Reference Service. RESEARCH HYPOTHESIS
- 12. SIGNIFICANCE OF THE STUDY Research on the chat reference service subject and especially in the area of identifying perceived needs for the service is still very rare. This research will benefit The University of Malaya Library users having problems of library anxiety, remote access and/or promptness in terms of information reference and information assistance.
- 13. SCOPE The emphasis in this research will be on real-time or synchronous services of chat reference service as opposed to other digital reference services by asynchronous methods. This research will focus on identifying perceived needs for a chat reference service in the University of Malaya Library.
- 14. DEFINITION OF TERMS