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Transcript of Conceptualizing Collaboration Colis 2013
7/29/2019 Conceptualizing Collaboration Colis 2013
http://slidepdf.com/reader/full/conceptualizing-collaboration-colis-2013 1/39
The world’s libraries. Connected.
Conceptualizing Collaboration& Community in VirtualReference & Social Q&A
Marie L. Radford, Ph.D.Chair, Dept. of Library & Information ScienceRutgers University, NJ
Nicole A. Cooke, Ph.D. Assistant Professor University of Illinois Urbana-Champaign
Lynn Silipigni Connaway, Ph.D.Senior Research Scientist
OCLC
Stephanie MikitishPh.D. StudentRutgers University, NJ
Mark AlpertPh.D. StudentRutgers University, NJ
Chirag Shah, Ph.D. Assistant Professor
Rutgers University, NJ
CoLISCopenhagen, Denmark
19-22 August 2013
7/29/2019 Conceptualizing Collaboration Colis 2013
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The world’s libraries. Connected.
• Provide evidence for modeling new
ways to collaborate in VRS
• Collaboration with Social Q&A (SQA)
• Three phases
• Transcript Analysis
• 500 VRS transcripts
• Telephone interviews
• 50 librarian interviews, 50 user
interviews
• Design Sessions
• Construct design specifications
Cyber Synergy: Seeking Sustainability through
Collaboration between Virtual Reference
& Social Q&A Sites
http://www.oclc.org/research/activities/synergy/default.htm
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The world’s libraries. Connected.
• VRS
• Global reach
• Anytime/anywhere
access
• Cooperative services may
reduce costs
• Librarians have deep
subject expertise
Virtual Reference Services (VRS)& Social Q&A (SQA)
• SQA
• Crowd-sourcing
• Good in lean economic
times
• Social & collaborative
• Anyone can provide
answers
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The world’s libraries. Connected.
• Lack of library funding
• Service reductions• Some VRS discontinued or
endangered
• Empirical data needed to explore
possibilities to enhance VRS
Why Cyber Synergy?
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The world’s libraries. Connected.
• How can VRS become more collaborative, within and
between libraries, & tap more effectively into librarians’
subject expertise?
• What can VRS learn from SQA to better serve users &attract potential users?
• How can we design systems & services within &
between VRS and SQA for better quality and
sustainability?
• In what ways can the Communities of Practice (Wenger,
1998, 2004) framework contribute to our understanding
of collaboration barriers & opportunities in the VRS
environment?
Research Questions
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The world’s libraries. Connected.
Theoretical Framework:Communities of Practice
(CoP)
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Communities of Practice (CoP):
“Groups of people who share a
concern, a set of problems, or a
passion about a topic, and whodeepen their knowledge and
expertise in this area by interacting
on an ongoing basis.”
(Wenger, McDermott, & Snyder, 2002, p. 4)
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The world’s libraries. Connected.
• Joint enterprises
• Feature mutualengagement
• Shared repertoire of
resources &sensibilities
Distinct Dimensions of CoP
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The world’s libraries. Connected.
• Learning focus
• Depend on interactions
between members
• Voluntary
• Customizable
• Individual
• Encourage members to
solve problems & developnew approaches/tools
• Share expertise, share
weakness
More Dimensions of CoP
(Wenger, 1998, 2004)
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The world’s libraries. Connected.
• Insufficient time
• “Information hoarding”
• Low levels of collegiality• Shifting group memberships
• Lack trust building opportunities
• Geographical gaps
• Promotes heterogeneity
Barriers to CoP
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The world’s libraries. Connected.
• VRS librarians
• Shared interest in serving
user information needs
• Operate within community
for sharing information
• Hold shared practice
through MLIS degree
VRS Librarians as CoP
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The world’s libraries. Connected.
• Phone interviews with 25
VRS librarians
• Recruited via
professional list-servs,
personal contacts, &
OCLC’s QuestionPoint
(QP) librarian blog
• Responses collectedwith SurveyMonkey
• Anonymous
Data Collection – Phone Interviews
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The world’s libraries. Connected.
• Combination of open &
closed questions
• Topics
• Collaboration
• Referrals
• Comparison of VRS to
SQA
• Critical incidents
(Flanagan, 1954)
Interview Questions
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The world’s libraries. Connected.
• Descriptive for
demographic data &
Likert style questions
• Line-by-line qualitative
analysis to identify:
• Recurring themes
• Representative
quotations
• Code book developed
• NVivo software
Data Analysis
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The world’s libraries. Connected.
Results
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Librarian Demographics (N=25)
76%, n=19
11.76
60%, n=15
52%, n=13
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The world’s libraries. Connected.
Participants
reported that VRS
were slightly
busier than FtF
services
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The world’s libraries. Connected.
40% reported
that overallreference
volume was
increasing
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The world’s libraries. Connected.
Successful Interactions
“There were lots of happyfaces, so the user seemed
pleased.”
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The world’s libraries. Connected.
Successful Interactions
provided an “opportunity to
educate the patron”
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The world’s libraries. Connected.
Referrals
One-quarter mentioned referring
question to another librarian
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The world’s libraries. Connected.
Difficulties
Barrier to Referrals
Lack of lead time,
usually because “thepaper was due too soon
for me to answer.”
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The world’s libraries. Connected.
Collaboration• Majority collaborated
>once a week
• E-mail most commonmode, then FtF
• FtF easiest in shared
physical settings
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The world’s libraries. Connected.
Reasons for Collaboration
• Unable to answer question
• Give user morecomprehensive answer
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Facilitators to Collaboration
• Perceive other librarians as willing to help
• Know who to ask for help
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The world’s libraries. Connected.
“There are librarians who are hostile in
body language and sometimes verballyif it interferes with their other duties.
They have made it very clear that I
should not ask and so I do not.”
Barriers to Collaboration
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The world’s libraries. Connected.
VRS & SQA Compared
VRS
Moresynchronous
Authoritative
Complexquestions
Objective
SQA
Asynchronous
Lessauthoritative
Simpler questions
Moreopinionated
answers
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The world’s libraries. Connected.
Collaboration withSubject Experts
Librarians expressed awillingness to consult
non-librarian experts,
particularly professors
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The world’s libraries. Connected.
Questions Appropriate for SQA
• Objective, ready reference, fact-based
• Yes/no questions
• Questions based on experience or opinion
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Conclusion
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The world’s libraries. Connected.
• Usually refer to another librarian
• Factors in addressing/referring
difficult questions
• Content knowledge
• Shared professional standards
• Technological familiarity
Difficult Questions
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The world’s libraries. Connected.
• Believe other librarians
are willing to collaborate
• Shared professional
ideals and expertise
• Seen as value-added
service
• FtF enables
collaboration
Collaboration
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The world’s libraries. Connected.
• Analysis of data from
• Remaining librarian interviews
• 50 VRS/SQA user interviews
• 3 expert design sessions
SQA & Collaboration
• Librarians view SQA as:
• Less authoritative
• Less complex
• Less objective
• Not against collaborating withexperts
• Willing to expand CoP to
other experts if demonstrate
• Professional expertise
• Extensive knowledge
• Demonstrate professionalexpertise or extensiveknowledge
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The world’s libraries. Connected.
VRS librarians constitute a CoP in
approach to referrals & collaboration
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The world’s libraries. Connected.
• Analysis of data from
• Remaining librarian interviews
• 50 VRS/SQA user interviews
• 3 expert design sessions
Next Steps
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The world’s libraries. Connected.
Lave, J., & Wenger, E. (1991). Situated learning: Legitimate peripheral participation. Cambridge, Cambridge University Press.
McDermott, R. (1999) Learning across teams: How to build communities of practice in team organizations. Knowledge Management
Review, 8 , 32 –36.
Nincic, V. (2006). “Why don’t we trade places…”: Some issues relevant for the analysis of diasporic web communities as learningspaces. The international handbook of virtual learning environments (1067-1088). Dordrecht, Netherlands: Springer.
Radford, M. L., Connaway, L. S., & Shah, C. (2011-2013). Cyber Synergy: Seeking Sustainability through Collaboration between Virtual
Reference and Social Q&A Sites. Funded by the Institute of Museum and Library Services (IMLS), Rutgers University, and OCLC.Retrieved from http://www.oclc.org/research/activities/synergy/default.htm
Ranganathan, S.R. (1957). The Five Laws of Library Science. Madras: Madras Library Association; London: G. Blunt and Sons.
Roberts, J. (2006). Limits to communities of practice. Journal of Management Studies, 43(3), 623-639.
Smith, P., Barty, K., & Stacey, E. (2005). Limitations of an established community of practice in developing online innovation, breakingdown boundaries: international experience in open, distance and flexible education. Proceedings of the 17th ODLAA conference, 1-6, ODLAA, Adelaide.
Wenger, E. (1998). Communities of practice: Learning, meaning, and identity. New York, NY: Cambridge University Press.
Wenger, E. (2004). Knowledge management as a doughnut: Shaping your knowledge strategy through communities of practice. Ivey
Business Journal, Jan – Feb., 1-8.
Wenger, E., McDermott, R., & Snyder, W. M. (2002). Cultivating communities of practice: A guide to managing knowledge. Boston, MA:Harvard Business School Press.
References
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The world’s libraries. Connected.
Cyber Synergy Grant
•Cyber Synergy: Seeking Sustainability through Collaborationbetween Virtual Reference and Social Q & A Sites
• $250,000.00 grant funded by IMLS, OCLC, and Rutgers University• Co-PIs
• Marie L. Radford, Rutgers University
• Lynn Silipigni Connaway, OCLC
• Chirag Shah, Rutgers University
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Th ld’ lib i C t d
Questions?Marie L. Radford, Ph.D.Chair, Dept. of Library & Information ScienceRutgers University, [email protected]@MarieLRadford
Nicole A. Cooke, Ph.D. Assistant Professor University of Illinois [email protected]
Lynn Silipigni Connaway, Ph.D.Senior Research [email protected]@LynnConnaway
Stephanie MikitishPh.D. StudentRutgers University, [email protected]
Mark AlpertPh.D. StudentRutgers University, [email protected]
Chirag Shah, Ph.D. Associate Professor Rutgers University, [email protected]