GHSLA ConferenceGHSLA ConferenceBrasstown, GABrasstown, GA March 9, 2007March 9, 2007

The Changing Face of ReferenceThe Changing Face of Referencebyby

Lynette RalphLynette Ralph

To Be DiscussedTo Be Discussed

What ExistedWhat Existed Reasons for ChangeReasons for Change ChangesChanges

– ChallengesChallenges– OpportunitiesOpportunities

In the beginning was theIn the beginning was the

DeskDeskIn-personIn-personTelephoneTelephone

ThenThen EmailEmail

Now…Now…

ChangesChanges ChatChat

VRDVRD Instant Messaging (IM)Instant Messaging (IM)

TextText

WHYWHY

Meet the needs of our patrons at a Meet the needs of our patrons at a variety of reference points.variety of reference points.

Net Generation Net Generation ImmediacyImmediacyConvenienceConvenience

VRD Real-time Virtual ReferenceVRD Real-time Virtual Reference

Features a live librarian interacting Features a live librarian interacting online in real-time with a patrononline in real-time with a patron

Can include:Can include:– ChatChat– Co-browsingCo-browsing– File-sharingFile-sharing

Current Software Options Current Software Options IncludeInclude

OCLC’s QuestionPoint (recently OCLC’s QuestionPoint (recently purchased the 24/7 product)purchased the 24/7 product)

Tutor.com (recently purchased LSSI’s Tutor.com (recently purchased LSSI’s product)product)

Docutek’s VRL PlusDocutek’s VRL Plus

Different Types of VRDsDifferent Types of VRDs

Single librarySingle library

Academic library consortiaAcademic library consortia

Public library consortiaPublic library consortia

Joint public/academic/special library Joint public/academic/special library or statewide consortiaor statewide consortia

DemonstrationDemonstration

http://www.selu.edu/library/index.htmlhttp://www.selu.edu/library/index.html

CHALLENGESCHALLENGES

TechnologyTechnology PersonnelPersonnel PatronPatron MarketingMarketing CostCost

ChallengesChallenges

Technology:Technology:– BandwidthBandwidth– Unexpected glitches (server goes down, Unexpected glitches (server goes down,

slow connection)slow connection)– Licensing restrictions - authorized Licensing restrictions - authorized

patronspatrons

Challenges cont’dChallenges cont’d

PersonnelPersonnel– Software training Software training – Individual temperamentIndividual temperament

– Fast-paced environmentFast-paced environment– Need to multi-taskNeed to multi-task– Not all librarians are at ease with the concept of Not all librarians are at ease with the concept of

online referenceonline reference– Individual technical competencyIndividual technical competency– Another service point to staffAnother service point to staff

Challenges Cont’dChallenges Cont’d

PATRONPATRON– Access to technology -Computers and Access to technology -Computers and

bandwidthbandwidth– Individual technical competencyIndividual technical competency– Individual written skills - are they asking Individual written skills - are they asking

the right questions, body languagethe right questions, body language– Possible concerns about privacyPossible concerns about privacy

Challenges Cont’dChallenges Cont’d

MarketingMarketing– Time and expense of marketing Time and expense of marketing

campaign - design, printing, purchasing campaign - design, printing, purchasing of trinkets & promotional materials.of trinkets & promotional materials.

Challenges Cont’dChallenges Cont’d

COSTCOST– Cost of the licenseCost of the license– Labor intensive staffingLabor intensive staffing– Marketing costsMarketing costs– Cost of any outsource service for off-Cost of any outsource service for off-

hour coverage. hour coverage.

OpportunitiesOpportunities

TechnologyTechnology PersonnelPersonnel PatronPatron MarketingMarketing CostCost

OpportunitiesOpportunities

TechnologyTechnology– Library is technologically savvy, Library is technologically savvy,

generate more interest in and suport for generate more interest in and suport for the library.the library.

– Library is progessive - a modern, Library is progessive - a modern, exciting and growing environment, will exciting and growing environment, will bring patrons to your door and your bring patrons to your door and your online gateway.online gateway.

Opportunities cont’d Opportunities cont’d

PersonnelPersonnel– Librarians remain current with the field.Librarians remain current with the field.

– Other librarians could assist- systems, access Other librarians could assist- systems, access servicesservices

– Opportunity for collaboration with other Opportunity for collaboration with other libraries and librarians in sharing service - libraries and librarians in sharing service - UNO, LoyolaUNO, Loyola

Opportunities Cont’dOpportunities Cont’d

PatronPatronSaves time & cost of traveling to librarySaves time & cost of traveling to library

Library service available even when library Library service available even when library is closed.is closed.

Opportunities Cont’dOpportunities Cont’d

MarketingMarketingOverall positive image of libraryOverall positive image of library

Could be used as the centerpiece of a new Could be used as the centerpiece of a new library initiative.library initiative.

OpportunitiesOpportunities

COSTCOSTShare the cost in a collaboration to reduce Share the cost in a collaboration to reduce

staffing and licensing cost.staffing and licensing cost.

Statewide collaboration e.g. Maryland, Statewide collaboration e.g. Maryland, Florida, California, Colroado, NJ, OhioFlorida, California, Colroado, NJ, Ohio

Opportunity for grant funding Opportunity for grant funding

Change - IMChange - IM

Instant MessagingInstant Messaging

Pew Report students use IM everyday.Pew Report students use IM everyday.Services Services

MSN MessengerMSN Messenger AOL Instant Messenger (AIM)AOL Instant Messenger (AIM) Yahoo MessengerYahoo Messenger Google Talk Google Talk ICQICQ JabberJabber

None of them speak to each otherNone of them speak to each other

Instant Messaging Cont’dInstant Messaging Cont’d

Multi-network SoftwareMulti-network SoftwareOne interface for multiple networksOne interface for multiple networks

– Trillian (Windows)Trillian (Windows)– GAIM (Windows)GAIM (Windows)– Adium (Mac)Adium (Mac)– www.meebo.comwww.meebo.com (Web) (Web)

Meebo.comMeebo.com

ADVANTAGES OF IMADVANTAGES OF IM Easy to incorporate into workflow.Easy to incorporate into workflow. Software readily available.Software readily available. Very little training required.Very little training required. Very inexpensiveVery inexpensive FamiliarityFamiliarity

Millennials comfortable with IMMillennials comfortable with IM Primary means of communication electronicPrimary means of communication electronic Key means of communication interactiveKey means of communication interactive Allows for more than one means of communication.Allows for more than one means of communication. Another form of Chat reference.Another form of Chat reference.

Text MessagingText Messaging

Text A LibrarianText A Librarian

OverviewOverview

In the Spring of 2005, Sims Memorial Library at In the Spring of 2005, Sims Memorial Library at Southeastern Louisiana University initiated a “Text A Southeastern Louisiana University initiated a “Text A Librarian” service that enables Southeastern students, Librarian” service that enables Southeastern students, faculty and staff to send questions and receive faculty and staff to send questions and receive answers using the text message feature of their cell answers using the text message feature of their cell phones. phones.

Sims librarians use a dedicated text messaging Sims librarians use a dedicated text messaging telephone number and Email SMS conversion software, telephone number and Email SMS conversion software, provided by Altarama Systems and Services, to send provided by Altarama Systems and Services, to send and receive text messages. and receive text messages. 

The “Text A Librarian” service has been integrated into The “Text A Librarian” service has been integrated into the library’s “Ask A Librarian” digital reference service the library’s “Ask A Librarian” digital reference service that provides reference assistance via e-mail and text that provides reference assistance via e-mail and text messaging during library hours and via chat, 24/7.messaging during library hours and via chat, 24/7.

Origin of Text A LibrarianOrigin of Text A Librarian

VRD Conference 2004 – Product VRD Conference 2004 – Product announcement and demonstration announcement and demonstration by Altarama Systems & Servicesby Altarama Systems & Services

A Southeastern Louisiana A Southeastern Louisiana University Student Technology Fee University Student Technology Fee Grant (of $1,300) funded the first Grant (of $1,300) funded the first year of the service.year of the service.

Altarama’s Reference by Altarama’s Reference by SMSSMS

an integrated Email to SMS turnkey an integrated Email to SMS turnkey packagepackage

a unique cell phone number a unique cell phone number ““Send by SMS” toolSend by SMS” tool

works with existing MS Outlookworks with existing MS Outlook simplifies creation of SMS/Chat shortcutssimplifies creation of SMS/Chat shortcuts

How Does It Work?How Does It Work? Student sends Text Student sends Text

Message to Message to Library’s NumberLibrary’s Number

Text Message goes Text Message goes to Server in to Server in AustraliaAustralia

Text Message is Text Message is converted to emailconverted to email

Email arrives in Email arrives in Library email Library email accountaccount

Message Appears in InBoxMessage Appears in InBox

Message is ReadMessage is Read

Reply is DraftedReply is Drafted

Reply is Checked for SizeReply is Checked for Size

Reply is ShortenedReply is Shortened

Reply is Rechecked for SizeReply is Rechecked for Size

Reply is OptimizedReply is Optimized

Reply is SentReply is Sent

What Type of Questions Do What Type of Questions Do Students Ask?Students Ask?

Non-Serious Non-Serious InquiriesInquiries

Library QuestionsLibrary Questions University QuestionsUniversity Questions Simple Short-Answer Simple Short-Answer

Reference QuestionsReference Questions More Complex More Complex

Reference QuestionsReference Questions

Non-Serious Inquiries / Non-Serious Inquiries / NoiseNoise

Hey.Hey. Hey whats up?Hey whats up? Im at the union.Im at the union. Hey do u have books in the library?Hey do u have books in the library? My name is Meghan will u be my friend My name is Meghan will u be my friend

?? =?utf-16?H?57?==?utf-16?H?57?=

Library QuestionsLibrary Questions

What time does the library close and What time does the library close and open on weekdays?open on weekdays?

In order to print out a paper from the In order to print out a paper from the library pc's do you have to be on a 'print library pc's do you have to be on a 'print release station' pc?release station' pc?

HELLO. WHERE ARE THE MAGAZINES HELLO. WHERE ARE THE MAGAZINES LOCATED AT IN THE LIBRARY?LOCATED AT IN THE LIBRARY?

How long would it take to receive a How long would it take to receive a book from lsu if i requested one?book from lsu if i requested one?

What floor is the SGA on?What floor is the SGA on?

University QuestionsUniversity Questions

Where can i do vehicle registration at?Where can i do vehicle registration at? How many prints a semester do How many prints a semester do

students get?students get? When does school start back, i dont When does school start back, i dont

have electricity so i can watch the have electricity so i can watch the news so i dont know if they said. (news so i dont know if they said. (note: note: After Hurricane KatrinaAfter Hurricane Katrina))

Are night classes being held?Are night classes being held? ((note: note: After Hurricane KatrinaAfter Hurricane Katrina))

Short Answer QuestionsShort Answer Questions

For titles in APA, do I use italics or For titles in APA, do I use italics or underline?underline?

Where can I find a copy of the anti-Where can I find a copy of the anti-terrorism bill?terrorism bill?

How far is the nearest galaxy?How far is the nearest galaxy? What is a lathis?What is a lathis? What year did texas become a state?What year did texas become a state? Who wrote 'the great gatsby'?Who wrote 'the great gatsby'?

More Complex QuestionsMore Complex Questions

How do i find empirical articles online?How do i find empirical articles online? Where can i find text relating to Where can i find text relating to

paintball?paintball? I need info on the ethical issues of human I need info on the ethical issues of human

cloning  and stem cell research. cloning  and stem cell research. What are the causes of vertigo and is What are the causes of vertigo and is

there a special diet?there a special diet? Was there ever a gay president?Was there ever a gay president? What is the only bird that has a penis?What is the only bird that has a penis?

Digital Reference Statistics Digital Reference Statistics 2005-2006 Academic Year2005-2006 Academic Year

1,445 Requests for 1,445 Requests for InformationInformation– 954 Via Chat954 Via Chat– 410 Via Email410 Via Email– 81 Via Text Messaging81 Via Text Messaging

Digital Reference QuestionsDigital Reference Questions2005-2006 Academic Year2005-2006 Academic Year

CHAT66%

E-MAIL28%

TEXT6%

Possible Reasons for Low UsePossible Reasons for Low Use

Limitations of SMS technologyLimitations of SMS technology

Limitations of the Altarama Limitations of the Altarama Reference by SMS product.Reference by SMS product.

Promotional ChallengesPromotional Challenges

Limitations of SMS TechnologyLimitations of SMS Technology

Text messaging viewed as less Text messaging viewed as less serious communication.serious communication.

Limit of 160 characters restricts Limit of 160 characters restricts utility to short reference utility to short reference communications.communications.

Other more convenient reference Other more convenient reference options.options.

Limitations of SMS ProductLimitations of SMS Product

Service uses an Australian number.Service uses an Australian number.

Patrons reluctant to send an Patrons reluctant to send an international message.international message.

Patrons may not have phone plans Patrons may not have phone plans that include international text that include international text messaging.messaging.

ConclusionConclusion

Text Messaging is relatively easy to incorporate Text Messaging is relatively easy to incorporate into an email reference serviceinto an email reference service

The service is inexpensive and involves little The service is inexpensive and involves little training or modification of existing email training or modification of existing email reference practicesreference practices

To date, the service has received limited use at To date, the service has received limited use at SoutheasternSoutheastern

Text messaging reference offers an alternative.Text messaging reference offers an alternative...

QUESTIONS ???QUESTIONS ???