Virtual reference service myrna

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virtual reference service

Text of Virtual reference service myrna

  • 1. Prepared by:MYRNA P. MACAPIA, RL

2. Trends in Reference ServiceAnne Lipow- Early signposts pointing the wrongway Decreased circulation statistics Fewer walk-in usersVIRTUAL REFERENCE Staff cant keep up Reference desk eliminated Outsourcing on the rise SERVICES Reduced Reference service hours Search engines: automated reference librarian Need for large building and staff not clearAnne Grodzins Lipow, Thinking out loud:Who will give reference service in thedigital environment? RQ 37(2) (Winter1999), pp. 125-9. 3. Impact of the InternetIn 2002: 73% of college students said they use the Internet more than the libraryVIRTUAL REFERENCE Only 9% said they use the library more than the Internet for information searching. SERVICESThe Pew Internet & American Life Project.(September 15, 2002).http://www.usdla.org/html/journal/OCT02_Issue/article03.html (accessed September 29,2011) 4. Impact of the InternetIn the digital age, the biggest change isincreased user expectations. Increasingly, userexpect to be able to find everything online, full-text. (1998)VIRTUAL REFERENCENow both reference staff and patrons believethat an answer to almost every question can befound if the right combination of resources and SERVICESsearch strategies is chosen from the multitude ofWeb resources and online services accessible.(2002) Carol Tenopir and Lisa Ennis 5. What is Virtual Reference Service (VRS)?Internet-based Reference ServiceAsking a question onlineLive online reference serviceVirtual, digital, live, interactive, real time, web-based,VIRTUAL REFERENCEsynchronousUsing computer and communications SERVICEStechnologyto provide reference service to patrons anytimeandanywhere - OCLCs Question Point (QP) 6. What is Virtual Reference Service (VRS)?Internet-based Reference ServiceAsking a question onlineLive online reference serviceVirtual, digital, live, interactive, real time, web-based,VIRTUAL REFERENCEsynchronousUsing computer and communications SERVICEStechnologyto provide reference service to patrons anytimeandanywhere - OCLCs Question Point (QP) 7. Virtual Reference Deska project dedicated to the advancement ofdigital reference and the successful creation andoperation of human-mediated, Internet-basedinformation services.VIRTUAL REFERENCEis sponsored by the United States Departmentof Education SERVICES 8. U.S. Dept of EducationsVirtual Reference Desk GuidelinesAccessibilityFast turn-aroundClear policiesInteractiveVIRTUAL REFERENCEInstructiveAuthorityPrivacy SERVICESReview and evaluationPublicize serviceIFLA Digital Reference Guidelines"Guidelines for Implementing andMaintaining Virtual ReferenceServices. American Library Association.2005. 9. Pros and Cons of VRSProsCons Immediate Additional staffassistance for Less flexible scheduleremote users Lack subject expertise Real time VRS isbetter than email for No visual or auditory cuesVIRTUAL REFERENCEconducting reference Less interactiveinterview Typing is slow Remains SERVICES Some logoff before youanonymousfinish answering Awareness of the Slow communicationslibrary among theuser community 10. Developments in VRSAsynchronous Synchronous digitaldigital referencereference Patron submits a Patron and librarian question and thecommunicate in real librarian responds at a time. later timeVIRTUAL REFERENCE Example: Email, Web Form Example: SERVICES Chat, Voice over IP, Video Conferencing, SMS, IM 11. More VRS Developmentsa. Email & Web Formb. Reference Kiosksc. Instant Messaging & Short Message Serviced. Video Conferencinge. Voice over IPVIRTUAL REFERENCEf. Online Chatg. Collaborative Reference Servicesh. Commercial Services SERVICES 12. More VRS Developmentsa. Email & Web Form Describe the services offered Types of questions it handles, or does not handle Frequency the mailbox is checked Response time ConfidentialityVIRTUAL REFERENCE Priorities How statistics are kept and how service is evaluated SERVICES 13. More VRS Developmentsb. Reference Kiosks Place Cybrarian Kiosks in the library so that users can ask librarians wherever they are in the libraryVIRTUAL REFERENCE SERVICESHK Central LibraryReference kiosks provide quick access toKioskthe Librarys database resources. 14. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count AIM (AOL Instant Messenger) 53 million active an instant messaging andVIRTUAL REFERENCE presence computer program which uses the proprietary OSCAR instant messaging protocol and the TOC protocol to allow registered users to SERVICES communicate in real time. 15. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real timeServiceUser count eBuddy is a privately held 35 million total company which owns a browser-VIRTUAL REFERENCE based web and mobile messenger service supporting various instant messaging services. eBuddy was launched in 2003 under the name e- SERVICES Messenger, located at www.e- messenger.net, before rebranding itself in 2006 to eBuddy. 16. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real timeService User count IBM Lotus is a clientserver application 40 million total (licensed, entitled users in and middleware platform that providesenterprises real-time, unified communications andVIRTUAL REFERENCE collaboration for enterprises. Those capabilities include presence information, enterprise instant messaging, web conferencing, community collaboration, SERVICES and telephony capabilities and integration. It is sold by the Lotus Software division of IBM. 17. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count ICQ is an instant messaging computer program,50 million active which was first developed and popularized by the Israeli company Mirabilis, then bought byVIRTUAL REFERENCE America Online, and since April 2010 owned by Mail.ru Group. The name ICQ is a homophone for the phrase "I seek you". This is an adaptation of the Morse code callout "CQ", which means "calling any station". SERVICES 18. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real time ServiceUser count IMVU is an online social entertainment 1 million total destination where members use 3D avatars to meet new people, chat, create and play gamesVIRTUAL REFERENCE created by Fydor Guthenschlag. IMVU has over 50 million registered users, 10 million unique visitors per month and three million monthly active users. IMVU has the worlds largest virtual goods of more than 10 million items(some SERVICES hidden by their creators), almost all of which are created by its own members. 19. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real timeServiceUser count Mail.ru Agent (MRA, M-Agent) is a free1 million active (daily) instant messaging program created by Mail.ru, one of the largest Russian web portals. BesidesVIRTUAL REFERENCE basic IM functionality (presence, contact list, sending text messages, file transfers, message history, etc.), M-Agent also provides online gaming, peer-to-peer voice calls, video calls, low-rate VoIP calls, free SMS, automatic mail SERVICES checking and other useful features. 20. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real timeService User count Meebo is a social platform connecting users1 million total with their friends across the web. It began in 2005 as a browser based instant messagingVIRTUAL REFERENCE program which supported multiple IM services, including Yahoo! Messenger, Windows Live Messenger, AIM, ICQ, MySpaceIM, Facebook Chat, Google Talk, CafeMom and others SERVICES 21. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real time Service User count Mxit (pronounced "mix it") is a free instant messaging application developed by MXit Lifestyle (Pty) Ltd. in South Africa that runs on 11 million total (9 millionVIRTUAL REFERENCE multiple mobile and computing platforms. Along with its own standard protocol, it can connect to in South Africa) Yahoo, ICQ, Google Talk, Facebook, AIM, or Windows Live Messenger contacts as well SERVICES 22. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real time ServiceUser count Paltalk Messenger, or simply referred to as Paltalk, is an Internet chat service that allows users to communicate via instant messaging,VIRTUAL REFERENCE voice and video chat. It offers thousands of chat 3.3 million unique visitors rooms and the ability for users to create their own virtual chat room on any topic and category.per month Paltalk Messenger is a downloadable software SERVICES application that is currently available only for Windows. 23. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real time Service Tencent QQ, generally referred to as QQ, is the most popular free instant messaging computer program in mainland China. As of July 11, 2011, the active QQ users accounts for QQ IM totaled 812.3 million, possiblyVIRTUAL REFERENCE making it the worlds second largest online community. SERVICES 24. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real time Service VZOchat (pronounced as viziochat) is a free software for making video calls and instant messaging. Unlike well-known Skype and other VoIP software, VZOchat is not based on P2P technology. Instead, it uses aVIRTUAL REFERENCE central server to handle data flows. As of January 2010, the community of VZOchat users comprised more than 1,100,000 people and rapidly growing. SERVICES 25. More VRS Developmentsc. Instant Messaging (IM) Brief emails exchanged very fast in real timeService Windows Live Messenger (formerly named MSN Messenger) is an instant messaging client created by Microsoft that is currently designed to work with Windows XP (up to Wave 3), Window