REFERENCE & INFORMATION RESOURCES & SERVICES ILS 504-70 Fall Dr. Clara Ogbaa Chat Reference Assignment Lucinda D. Mazza
CHAT REFERENCE ASSIGNMENT 2 Chat Reference Assignment When first starting this assignment, I wanted to identify a library with an active chat feature in the greater New Hampshire or Massachusetts area. I was able to identify libraries with chat services in this area by using the site, Library Success: A Best Practices Wiki that provides lists of libraries around the world using IM for reference. ("Libraries Using IM Reference (States M-N) - Library Success: A Best Practices Wiki," 2010) The library I chose was a College Library in Massachusetts. The Library Success: A Best Practices Wiki took me directly to the "Chat with a Librarian" web page on the Librarie's website. The "Chat with a Librarian" button was about 1/2 inch wide and 3 1/2 inches long with a blue background and while lettering. Unlike other libraries, they did not have a chat window open it required clicking on the button first, then a window pops open on your screen. The light was green indicating a librarian was on duty. Reference Software Used The IM tool in use was LibraryH3lp, which I had not heard of or used before. When I researched the tool further I found that, "LibraryH3lp is an integrated web chat/im platform written specifically for libraries"("libraryh3lp Documentation,"). LibraryH3lp supports a wide variety of chat tools, "AIM, MSN, Yahoo!, ICQ, Google Talk, and Meebo Me gateways" ("LibraryH3lp Documentation,"). Multiple librarians can receive chats, but the first one to respond picks up the chat session. Patrons can email files to the librarian and at the end of the chat session email their complete transcript to themselves. When multiple librarians are watching the queues, they can tell which librarian picked up the chat session and the sessions can be transferred between librarians. LibraryH3lp works on all major browsers.
CHAT REFERENCE ASSIGNMENT 3 Reference Question The question I asked was: What was the name of the NH Young Adult Readers Award, who was the last winner, and when is the next round of nominees going to be available. The actual name of the award is the "The Flume: NH Teen Readers Choice Award". Below is the transcript of the chat session. At 6:08 I lost my chat window because I tried to open the link the librarian had sent to me. A pop up notice appeared on my computer and when I authorized the pop up, my chat screen went blank. That is the reason it sounds like I am beginning the chat session over again. Transcript of Chat Session 6:03 me Good Evening, are you available to answer a question for me? Cindy 6:03 Librarian Sure, what can I help you with? 6:04 me There is a NH Young adult readers award and I was wondering what the name of it is? 6:05 Librarian This site lists reader awards by state: http://www.cynthialeitichsmith.com/lit_resources/awards/stateawards.html. There are a couple listed for New Hampshire. 6:08 me Hello, I was just talking to a librarian and I was dropped from the chat due to a popup message. I was looking for the name of the NH YA Readers Award. Cindy 6:09 Librarian Hi again, I found this website (http://www.cynthialeitichsmith.com/lit_resources/awards/stateawards.html) that lists reader awards by state. There are several for NH. Please let me know if the one you are looking for is there. 6:10 me If I try and open the link to the site it closes my chat window. I think it has something to do with the flume, is there a title like that. Thanks. 6:11 Librarian Sorry about that, there is one that is called the Flume. I believe this is its main webpage http://www.nashua.lib.nh.us/yals/flume.htm 6:13 me That sounds like the award I was told about. I was looking for the last winner and when the next set of nominees will be identified. 6:15 Librarian According to the website I sent you, Hunger Games by Suzanne Collins was the 2010 winner. Voting begins in April for the 2011 award, but I do not see when the winner is announced.
CHAT REFERENCE ASSIGNMENT 4 6:16 me Ok that is just what I needed to know. Can I mail this chat session to myself so I can try the website after we finish, I am not too familiar with online chat. Thanks. 6:19 Librarian I'm not sure if you can email directly from the chat window (I'm not seeing any instructions for it). You can highlight the text and copy and paste it into an email. I could also do it for you and send it as an email if you would like. 6:20 me Ok, if you don't mind sending it to me via my email address that would be great. My address is lucinda.mazza@charter.net. Thank you for offering to do that for me. I appreciate it. 6:22 Librarian No problem, I just sent it. 6:22 Librarian Is there anything else I can help you with? 6:22 me Thank you very much, I am all set. Have a nice evening! Cindy 6:22 Librarian Thanks, you too! Evaluation of Session The chat session will be evaluated using The Virtual Reference Interview: Equivalencies discussion proposed by Ann Viles (Viles, 1999). "The loss of non-verbal communication cues and the conversational exchange of information in the face-to-face interview are missing in the electronic environment"(viles, 1999). Viles suggested 6 virtual equivalencies of non-verbal behavior. 1. Eye Contact - When first opening the Ask a Librarian page, the "Chat with a Librarian" button is not very pronounced. Since there is just a button used for "Chat with a Librarian", it does not jump out at you like a chat window that takes up more of the page. Once the chat button is clicked a chat window immediately opens, engaging the patron. If the librarians were not available the "Chat with a Librarian" button is faded, and will not open a chat window or give you any messages. The chat button is on the help page, so there are other ways to contact the librarian's, but not instantly.
CHAT REFERENCE ASSIGNMENT 5 2. Sitting or Standing at the Reference Desk - Once the chat window opens up, it is up to the patron to initiate the chat session. There is no "invitation" to "send us your question" or "what can we do for you", just the chat box that says type your text here and a green light in the right top corner indicating a librarian is on call. 3. Smiling - There was nothing on the site that was fun, silly or whimsical to make someone smile. It all seemed very professional, no smiley faces, no animation, and no mention of the librarian's name or a picture of them. The librarian never used her first name when greeting me or addressing me. I gave her my first name, but all the patron sees is "librarian" when she is typing. Her closing statements do not include her name either. This made it seem very impersonal, a little like talking to a machine. 4. Nodding - When the text message has been sent, the patron does not receive any automated or instant message acknowledging the request. The only way you know it has been received is when the librarian starts to type, a green message comes across the chat screen, "librarian is typing". 5. Listening Attentively - The librarian that answered my questions was attentive and responsive to my questions and circumstances. I was very impressed by the speed in which the librarian answered my question. The website she suggested was great, I have bookmarked it in my delicious account. http://www.cynthialeitichsmith.com/lit_resources/awards/stateawards.html. When I dropped off the chat session because of a pop up problem, she was very understanding and apologized saying she was sorry. I did not have to wait any more than 3 minutes between her responses. When I asked her how to save the chat session she offered to
CHAT REFERENCE ASSIGNMENT 6 copy and email the session to me since I had problems losing the information in my chat session. I did not ask her, but she offered it. When I mentioned that the site she found was correct and now I should be able to find the latest winner and next set of nominees, she checked the site and sent me the winner and when the nominees would be voted on in 2011. Again I had not formally asked her to look that up, but she offered to do it. 6. Tone of Voice - Much like category 3, Smiling, providing different screen layouts, fonts, and colors was kept to a minimum. They did use different colors to distinguish between the two conversations. The librarian was blue and the patron was red. As I mentioned before when the librarian was typing a response, green lettering came across the screen stating "librarian is typing". There was no use of animation or capitalization to express a special tone of voice. Effectiveness of Chat Reference Personally I am very excited about the prospects of virtual reference services. It will not replace the one on one time required for complex reference questions or the opportunity to assure someone they will be able to apply for a job online and we will be there to help them. However, for quick or precise reference questions, requiring a minimal amount of interviewing, it works well. I believe the virtual reference services will attract people who are already comfortable with the computer and internet, can do some of their own research already, and know how to phrase their question and work with the reference librarian. I believe making the chat site very noticeable, fun, animated, well documented, and staffed with a dynamic team of librarians would make for a successful virtual reference session. Hours of operation would need to be clearly specified and if unavailable clear directions for
CHAT REFERENCE ASSIGNMENT 7 alternative communication channels. Most important, I would make sure the librarian's used their names when chatting and shared something about themselves through pictures or some subtle design. This would make it feel a little more personal. Finally, I would not want virtual reference to be the only type of reference service offered. Nothing can replace the value, quality, effectiveness and fun of face to face reference work.
CHAT REFERENCE ASSIGNMENT 8 References Libraries Using IM Reference (States M-N) - Library Success: A Best Practices Wiki. (2010). Retrieved from http://www.libsuccess.org/index.php?title=libraries_using_im_reference_(states_m- N) LibraryH3lp Documentation. Retrieved from http://libraryh3lp.com/docs/whatis.html Viles, A. (1999). The Virtual Reference Interview: Equivalencies - Discussion Group on Reference Work Report, Retrieved from http://archive.ifla.org/vii/dg/dgrw/dp99-06.htm