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Internet reference chat – the Phibi adventure

Peter.Lindgren@arbetslivsinstitutet.se 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

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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

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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

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Questions?

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Internet reference chat – the Phibi adventure

Peter.Lindgren@arbetslivsinstitutet.se Swedish National Institute for Working Life

www.arbetslivsinstitutet.se/biblioteket