Virtual Reference And Information Behaviors Of Researchers
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Transcript of Virtual Reference And Information Behaviors Of Researchers
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Lynn Silipigni Connaway, Ph.D.
RLG European Partners Meeting
18 September 2009
Virtual Reference and Information
Behaviors of Researchers
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RLG European Partners Meeting18 September 2009
User StudiesUser Studies
• Research to understand needs of diverse user population
• Design services to meet users’ needs
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RLG European Partners Meeting18 September 2009
Information EnvironmentInformation Environment
• Rapidly changing user characteristics• Information-seeking
preferences• Communication & behavior
patterns
• Global economics• Decrease in funding sources• Ongoing budget cuts
• Informed decision-making
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RLG European Partners Meeting18 September 2009
Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, & Librarian Perspectives
Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, & Librarian Perspectives
• IMLS, OCLC, & Rutgers University funded project
• Four phases:Focus group interviewsAnalysis of 850 QuestionPoint live chat transcriptsOnline surveys
137 VRS Users184 VRS Non-users
Telephone interviews 76 VRS Users 107 VRS Non-users
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RLG European Partners Meeting18 September 2009
Online Surveys & Telephone InterviewsOnline Surveys & Telephone Interviews
• Descriptive statistical analysis• Demographics• Multiple choice (surveys only)• Likert-type (surveys only)
• Qualitative analysis• Open-ended questions • 2 critical incident (CI) questions
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RLG European Partners Meeting18 September 2009
Identifying Academic RespondentsIdentifying Academic Respondents
Undergraduate students • Education: Some college• Age: Between15-18 and 19-28
Graduate students • Education: Some graduate school or Masters’
degree• Age: Between 19-28 and 29-35
Earned doctorates • Education: Doctoral degree• Age: 19-65+
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RLG European Partners Meeting18 September 2009
Academic RespondentsAcademic Respondents
Results for academic respondents
• Basic information behaviors• Experiences with libraries• Reasons for using libraries• Alternate information sources• Use of Virtual Reference Services
• Factors in successful and unsuccessful interactions
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RLG European Partners Meeting18 September 2009
Academics’ Information Behaviors
Academics’ Information Behaviors
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RLG European Partners Meeting18 September 2009
Seeking Basic Information: Non-User Undergraduate Students
Seeking Basic Information: Non-User Undergraduate Students
• Human resources• Colleagues• Librarians• Teachers
• Internet
• Find information themselves
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RLG European Partners Meeting18 September 2009
Seeking Basic Information: Non-User Graduate StudentsSeeking Basic Information: Non-User Graduate Students
• Human resources• Google• Find information
themselves,
but also
• Library• Library website• Journals• Library databases• Librarian
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RLG European Partners Meeting18 September 2009
Seeking Basic Information: Non-User DoctoratesSeeking Basic Information: Non-User Doctorates
A different kind of behavior
• “Go to the physical library”
… or,
• “It depends…”
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RLG European Partners Meeting18 September 2009
Experiences with the Library:All Academic Non-UsersExperiences with the Library:All Academic Non-Users
• Usually successful interactions with librarians
• Feel comfortable with the librarian (especially doctorates)
• Profit from the librarian’s knowledge
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RLG European Partners Meeting18 September 2009
Experiences with the Library:Non-User Undergraduate & Graduate Students
Experiences with the Library:Non-User Undergraduate & Graduate Students
• Believe the mode of communication with librarian contributes to successful interaction
• Perception of librarian• Helpful• Approachable • Friendly
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RLG European Partners Meeting18 September 2009
Experiences with the Library:Non-User Undergraduate & Graduate Students
Experiences with the Library:Non-User Undergraduate & Graduate Students
Highly value
• Getting an answer
• Getting a BOOK • Library brand
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RLG European Partners Meeting18 September 2009
Texting12%15
Email27%33
Phone12%14
FtF49%60
FtF Preferred
“I most enjoy using”
Experiences with the Library:Non-user Net Gens (N=122)Experiences with the Library:Non-user Net Gens (N=122)
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RLG European Partners Meeting18 September 2009
Experiences with the Library:Non-User DoctoratesExperiences with the Library:Non-User Doctorates
Perception of Librarian• Helpful• Approachable• Good demeanor• Knowledgeable• Professional
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RLG European Partners Meeting18 September 2009
Reasons for Using the Library:Non-User Undergraduate Students
Reasons for Using the Library:Non-User Undergraduate Students
• School work or research
• Reliable information• Books• Breadth and depth of
resources
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RLG European Partners Meeting18 September 2009
Reasons for Using the Library:Non-User Graduate StudentsReasons for Using the Library:Non-User Graduate Students
• School work/research
• Good place to start• Resources available
• Academic journals• Databases• Entertainment (!)
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RLG European Partners Meeting18 September 2009
Reasons for Using the Library:Non-User DoctoratesReasons for Using the Library:Non-User Doctorates
Reliable and Vetted Information
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RLG European Partners Meeting18 September 2009
Alternative Information Sources:All Academic Non-Users Alternative Information Sources:All Academic Non-Users
When thinking of a time they chose not to use the library…
Used the Internet instead
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RLG European Partners Meeting18 September 2009
Alternative Information Sources:Non-User Graduate Students & Doctorates
Alternative Information Sources:Non-User Graduate Students & Doctorates
When thinking of a time they chose not to use the library…
• Graduate students• Colleagues
• Doctorates • Other experts in the
field
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RLG European Partners Meeting18 September 2009
Academic Use of Virtual Reference
Academic Use of Virtual Reference
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RLG European Partners Meeting18 September 2009
When Chat Reference is First Choice:Undergraduate & Graduate Student Users
When Chat Reference is First Choice:Undergraduate & Graduate Student Users
• Undergraduate students• Simple questions• Cannot find
themselves
• Graduate students• “Quick help”
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RLG European Partners Meeting18 September 2009
Would Recommend VRS:All Academic UsersWould Recommend VRS:All Academic Users
• Undergraduate students• After-hours availability
• Graduate students• Speed, efficiency, and
ease of use• Complain about slow
response time
• Doctorates • Convenience
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RLG European Partners Meeting18 September 2009
Relational Theory & Interpersonal Communication in VRS
Relational Theory & Interpersonal Communication in VRS
• Every message has dual dimensions
-- both content and relational
(Watzlawick, Beavin, & Jackson, 1967)
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RLG European Partners Meeting18 September 2009
Positive VRS Critical Incidents:Undergraduate StudentsPositive VRS Critical Incidents:Undergraduate Students
Librarian’s POSITIVE
ATTITUDE
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RLG European Partners Meeting18 September 2009
Positive VRS Critical Incidents:Undergraduate StudentsPositive VRS Critical Incidents:Undergraduate Students
Obtaining specific resources: • Quickly• Conveniently• Accurately
Getting the question answered!
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RLG European Partners Meeting18 September 2009
Negative VRS Critical Incidents:Undergraduate StudentsNegative VRS Critical Incidents:Undergraduate Students
• Not answering the question
• Slow answer to the question
• Librarian is busy
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RLG European Partners Meeting18 September 2009
Positive VRS Critical Incidents:Graduate StudentsPositive VRS Critical Incidents:Graduate Students
• Obtaining specific resources
• Librarian walking the user through a task
• Answering the question
• Convenience
… but also ...
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RLG European Partners Meeting18 September 2009
Positive VRS Critical Incidents:Graduate StudentsPositive VRS Critical Incidents:Graduate Students
• Appropriate level of bibliographic instruction
• Librarian follow-up
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RLG European Partners Meeting18 September 2009
Negative VRS Critical Incidents:Graduate StudentsNegative VRS Critical Incidents:Graduate Students
• Specific resources are• Lacking• Missing
• Shortage of library staff
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RLG European Partners Meeting18 September 2009
Negative VRS Critical Incidents:Graduate StudentsNegative VRS Critical Incidents:Graduate Students
• Being intimidated by the librarian
• Librarian’s poor communication skills
• Poor use of question clarification
• Threatening nonverbal behavior
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RLG European Partners Meeting18 September 2009
Positive VRS Critical Incidents:DoctoratesPositive VRS Critical Incidents:Doctorates
• Specific resources available
• Quick• Convenient• Librarian’s positive
attitude
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RLG European Partners Meeting18 September 2009
Positive VRS Critical Incidents:DoctoratesPositive VRS Critical Incidents:Doctorates
Librarian’s special
KNOWLEDGE
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RLG European Partners Meeting18 September 2009
ConclusionsConclusions
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RLG European Partners Meeting18 September 2009
Summary: Undergraduate StudentsSummary: Undergraduate Students
• Seek information • Humans• Internet• Own efforts
• Use library to get answers and books
• Want quick, convenient resources
• Want good answers
• Value a librarian’s positive attitude
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RLG European Partners Meeting18 September 2009
Summary: Graduate StudentsSummary: Graduate Students
• Seek information• Colleagues• Library• Internet
• Value specific scholarly resources available
• In specific interactions• Want to obtain the best
resources• Value convenience and
efficiency• Praise librarian follow-up
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RLG European Partners Meeting18 September 2009
Summary: DoctoratesSummary: Doctorates
• Value librarians
• Seek information• Reliable and vetted • Expert colleagues• Specific scholarly resources
• In specific interactions• Want resources quickly and conveniently• Value librarians’
• Positive attitude• Knowledge
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RLG European Partners Meeting18 September 2009
Recommendations:Academic LibrariansRecommendations:Academic Librarians
• Understand the diversity of users
• Maintain the strength and breadth of library resources
• Interact with a positive, professional attitude
• Provide help in a timely, efficient manner
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RLG European Partners Meeting18 September 2009
Recommendations: Academic VRS ProvidersRecommendations: Academic VRS Providers
• Highlight convenience of the service• Undergraduates: 24/7• Graduates & Doctorates: Time of need
• Offer the same quality of reference services• Undergraduates: Quick answers to questions• Graduates: Resources & bibliographic
instruction• Doctorates: Specialized knowledge
• Maintain positive attitude
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Questions & Discussion
Lynn Silipigni Connaway, [email protected]
Special thanks to Timothy J. Dickey and Erin Hood
Questions & Discussion