The document discusses Voice over Internet Protocol (VoIP) as an alternative to traditional telephone lines for providing reference services in libraries. VoIP allows for voice communication over broadband internet and has low requirements and costs for libraries. It offers advantages like low costs, extra functionality, and allowing voice chat with customers. Potential disadvantages include needing training, relying on electricity, and having spotty emergency services. The document argues that VoIP could greatly enhance reference interviews by allowing clearer and quicker communication compared to text.

1. RYAN MCPHERSON 3/9/2009 Voice over Internet Protocol (VoIP)

2. Public Switched Telephone Network Basic telephone lines Information is sent along a single circuit Handles all conventional telephones and cell phones Is now almost entirely digital

3. Voice over Internet Protocol Information is sent in packets Information is sent over the Internet

4. Requirements for VoIP Very low, nearly every library is able to use VoIP Broadband Internet Microphone/Speakers VoIP Software

5. Examples of VoIP

6. Library Use Training Distance meetings Reference services

7. Advantages of VoIP Very low cost; cheap or free Many open source programs Many Freeware programs Often bundled with extra functionality

8. Advantages of VoIP Most libraries already able to use VoIP Allows voice chat with customers

9. Disadvantages of VoIP May require extra training Spotty emergency services Requires electricity

10. Use to Reference Services Additional avenue of contact Users might feel more comfortable talking to a librarian Cheaper than PSTN telephony

11. Limitations of Chat 50% of Chat reference interviews concluded successfully 100% increase in problematic reference transactions between in-person and chat interviews Kwan, N. (2007). “Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type.” Library and Information Science Research , 70-91 .

12. What Voice Chat Offers Text is cumbersome in a reference interview Voice allows clearer and quicker reference interviews

13. VoIP is on the Way Many libraries offer voice chat reference services Many people already use VoIP 58% of people I interviewed had used VoIP before 69% of people under 40 36% of people over 40

14. The Case for VoIP Cheap Convenient Easy to use VoIP would greatly enhance reference interviews

15. References Atwater-Singer, M., & Sherrill, K. (2006). Social Software, Web 2.0, Library 2.0, and You. Indiana Libraries , 48-52. Bakker, T. (2002). Virtual Reference Services: Connecting Users with Experts and Supporting the Development of Skills. Liber Quarterly , 124-137. Francoeur, S. (2001). An analytical survey of chat reference services. Reference Services Review , 189-203. Kwan, N. (2007). Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type . Library and Information Science Research , 70-91 . Pomerantz, J., & Marchionini, G. (2007). The digital library as place. Journal of Documentation , 505-533. Vaishnav, C. (2006). Voice over Internet Protocol (VoIP): The Dynamics of Technology and Regulation. Massachusets Institute of Technology.