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Pet
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gren
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Internet reference chat – the Phibi adventure
[email protected] Swedish National Institute for Working Life
www.arbetslivsinstitutet.se/biblioteket
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National Institute for Working Life
National centre of knowledge for issues concerning working life
Research and development
Increased knowledge of and in working life
Pet
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i
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The Library
Staff, collection
National services
Main user groups
Arbline
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PHIBI Personlig Hjälp I BIblioteket
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WHY?
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Need for better and instant user interaction
Putting hidden knowledge on the Internet
Our users already using Internet as a tool for communication
Our website is our first and only contact with many users
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Questions and Concerns
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Workload and stress
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Training and usage
How should we train the librarians?
Staff not getting enough time to learn the new technical issues
Pet
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all about
?
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Training – skills required
Typing skills
Computer skills - technical
Online skills - tools
Online communication skills – people
Multi-tasking skills
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Skills expected
Omniknowledge
Digital legs
Fast, faster …
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User Librarian
Webbrowser Chat client mIRC
IRC-serverWWW-server
Java-applet
roBot
PagerPush
QueueLog
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Setting up a code of practice
Language and ethics
Ambition - what kind of questions do we answer and how?
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Usability issues
Users don’t use the common chatroom as we thought they might do
Maximum of two simultaneous users
Time factor important for understanding
Pushing pages
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Organisational issues
Difficult to do work that demands concentration at the same time as being on phibi schedule
Schedule – now two hours
Internal communication facilitated
Continous training and awareness of reference tools important
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1 3 7 0 6
2 5
8 9 4
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?
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Other applications
Classroom chats
Expert chats
As customer support in other library related functions – bookshop …
Building user communities
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The networked society
Mobility
Instant access
Always 24 h 7 days a week all year
Information
Education
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A Reference Revolution?
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THE END
Pet
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Questions?
Pet
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Internet reference chat – the Phibi adventure
[email protected] Swedish National Institute for Working Life
www.arbetslivsinstitutet.se/biblioteket