Balancing the External and Traditional Libraries :94.11.14-15 :
: 94.12.8
Slide 2
5-1 One Librarys Experience with the Effects of Placing Great
Emphasis on Collecting Electronic Materials ( ) One Librarys
Experience with the Effects of Placing Great Emphasis on Collecting
Electronic Materials ( ) --Tony Ferguson ( ) --Tony Ferguson ( )
Implementing the HKUSTs Institutional Repository Implementing the
HKUSTs Institutional Repository --Ms. Diana L.H. Chan (Head,
Reference Department, HK University of Science & Technology
Libraries) --Ms. Diana L.H. Chan (Head, Reference Department, HK
University of Science & Technology Libraries)
Slide 3
5-2 Stewardship of Digital Scholarly Assets at the University
of California: The California Digital Library Sets a Bold Course
Stewardship of Digital Scholarly Assets at the University of
California: The California Digital Library Sets a Bold Course --Ms.
Catherine H. Candee (Director, Publishing and Strategic
Initiatives, California Digital Library University of California,
Office of the President) --Ms. Catherine H. Candee (Director,
Publishing and Strategic Initiatives, California Digital Library
University of California, Office of the President) The next
generation LOCKSS program: whats in it for me? The next generation
LOCKSS program: whats in it for me? --Ms. Victoria Reich (Director
LOCKSS Program, Stanford University and Academic Resources)
Slide 4
5-3 Virtual Reference: an Overview Virtual Reference: an
Overview --Ms. Diana L.H. Chan --Ms. Diana L.H. Chan Online Access
to the STM Literature: Open, Public and Free Online Access to the
STM Literature: Open, Public and Free --Martin Frank, Ph.D.
(Executive Director, American Physiological Society) Journals
Publishing? Tracing the Life of a Research Article Journals
Publishing? Tracing the Life of a Research Article --Ms. Emily
Gillingham (Library Marketing and Communications Manager, Blackwell
Publishing) --Ms. Emily Gillingham (Library Marketing and
Communications Manager, Blackwell Publishing)
Slide 5
5-4 Planning and Developing New Models for Academic Libraries
Planning and Developing New Models for Academic Libraries --Mr.
Steve OConnor (CEO, Caval Collaborative Solutions) --Mr. Steve
OConnor (CEO, Caval Collaborative Solutions) The Future of
Electronic Content: structured database vs. unstructured
collections The Future of Electronic Content: structured database
vs. unstructured collections --Christopher Warnock (CEO, ebrary
Inc.) --Christopher Warnock (CEO, ebrary Inc.) Information Seeking
and Reading Habits of Physicians Information Seeking and Reading
Habits of Physicians --Mr. Michael Clarke (Executive Editor,
Division of Medical Journals and Professional Periodicals American
Academy of Pediatrics)
Slide 6
5-5 Document deliverers: with so much on the Web, do you need
them? Document deliverers: with so much on the Web, do you need
them? --Mr. Bruce Antelman (President, Information Express) (The
Planning and Implementation of Institutional Repositories - A Case
Study in National Digital Archives Program in Taiwan) (The Planning
and Implementation of Institutional Repositories - A Case Study in
National Digital Archives Program in Taiwan) - ( ) - ( )
(Investigation of Policies for Institutional Repository)
(Investigation of Policies for Institutional Repository) -- ( ) --
( )
What is VRS? VRS (Virtual Reference Service) VRS (Virtual
Reference Service) Internet-based Reference Service Internet-based
Reference Service Asking a question online Asking a question online
Live online reference service Live online reference service
Virtual, digital, live, interactive, real time, web- based,
synchronous Virtual, digital, live, interactive, real time, web-
based, synchronous Using computer and communications technology to
provide reference service to patrons anytime and anywhere Using
computer and communications technology to provide reference service
to patrons anytime and anywhere -OCLCs Question Point (QP) -OCLCs
Question Point (QP)
Slide 12
Virtual Reference Desk Guidelines Accessibility Accessibility
Fast turn-around Fast turn-around Clear policies Clear policies
Interactive Interactive Instructive Instructive Authority Authority
Privacy Privacy Review and evaluation Review and evaluation
Publicize service Publicize service IFLA Digital Reference
Guidelines "Guidelines for Implementing and Maintaining Virtual
Reference Services.American Library Association. 2005
Slide 13
Pros and Cons of VRS Immediate assistance for remote users
Immediate assistance for remote users Real time VRS is better than
email for conducting reference interview Real time VRS is better
than email for conducting reference interview Remains anonymous
Remains anonymous Awareness of the library among the user Community
Awareness of the library among the user Community Additional staff
Additional staff Less flexible schedule Less flexible schedule Lack
subject expertise Lack subject expertise No visual or auditory cues
No visual or auditory cues Less interactive Less interactive Typing
is slow Typing is slow Some logoff before you finish answering Some
logoff before you finish answering Slow communications Slow
communications
Slide 14
-Developments in VRS Asynchronous digital reference
Asynchronous digital reference --Patron submits a question and the
librarian responds at a later time --Example: Email, Web Form.
Synchronous digital reference Synchronous digital reference
--Patron and librarian communicate in real time. --Example: Chat,
Voice over IP, Video Conferencing, SMS, IM.
Slide 15
Slide 16
Email & Web Form 2-1 : Describe the services offered
Describe the services offered Types of questions it handles, or
does not handle Types of questions it handles, or does not handle
Frequency the mailbox is checked Frequency the mailbox is checked
Response time Response time Confidentiality Confidentiality
Priorities Priorities How statistics are kept and how service is
evaluated How statistics are kept and how service is evaluated
Slide 17
Email & Web Form 2-2 Usage Surveys on Email Reference: A
study of 485 Qs at State University of New York at Buffalo
Libraries (1993-94) A study of 485 Qs at State University of New
York at Buffalo Libraries (1993-94) --70% reference Qs, 30%
circulation-related Qs --70% reference Qs, 30% circulation-related
Qs --90% of Qs were submitted during opening hours --90% of Qs were
submitted during opening hours A study at the University of Central
Arkansas A study at the University of Central Arkansas --67% of Qs
were by faculty, 25% by non-affiliates, 8% by staff and none by
students --67% of Qs were by faculty, 25% by non-affiliates, 8% by
staff and none by students A study of 450 Qs at the California
State University Chico Library (1997-99) A study of 450 Qs at the
California State University Chico Library (1997-99) --21% of Qs
were answered using standard reference resources. 15% were papers
or projects, 12% factual, 11% OPAC, 9% policies, 7% websites --21%
of Qs were answered using standard reference resources. 15% were
papers or projects, 12% factual, 11% OPAC, 9% policies, 7%
websites
Slide 18
Reference Kiosks Cybrarian = cyber + librarian Cybrarian =
cyber + librarian Kiosks Kiosks Place Cybrarian Kiosks in the
library so that users can ask librarians wherever they are in the
library Place Cybrarian Kiosks in the library so that users can ask
librarians wherever they are in the library -- National Library
Board, Singapore
Slide 19
Online Chat 4-1 --Transcripts of each session --An archive of
Q&As --Prairie Area Library System: Librarian Live
Slide 20
Online Chat 4-2 --Reach out to patrons who Cant get to the
Reference desk Never have been reached before --Good for Those who
need instant replies Clarifying a question faster --Usage Study of
New Jerseys 24/7 Live Virtual Reference Service 53.9% of the
customers have used the service more than once 89.9% would use the
service again.
Slide 21
Online Chat 4-3 ( ): More Usage Studies: ( ): More Usage
Studies: --Carnegie Mellon University (2001) 74% reported receiving
full information 88% would use Reference Chat again --University of
Illinois at Urbana-Champaign (2001) 90% reported the completeness
of answers as very good or excellent 85% would use it again
--Southern Illinois University Carbondale (2001- 02) 82% said the
answers were very helpful 82% rated the service as a very good
method of reference help
Slide 22
Online Chat 4-4 --Some transactions never finished ( ) --System
or browser crashes --Co-browsing proprietary db is difficult
--Time-consuming --Librarians must multi-task --Concerns about
quality --Vandebilt U --MIT --Los Alamos National Labs --LCs 11
divisions using QP in June 2002 down to 3 in April 2004
Slide 23
Instant Messaging (IM) Brief emails exchanged very fast in real
time Brief emails exchanged very fast in real time Popular IM
services: Popular IM services: --MSN Messenger --AOL Instant
Messenger --Yahoo! Messenger --GoogleTalk, --NET Messenger Service
--ICQ Provides Just-in-time reference Provides Just-in-time
reference Less formal, low tech end Less formal, low tech end
Slide 24
IM Usage Survey By Buffalo, SUNY Offered IM reference
assistance Monday-Friday Offered IM reference assistance
Monday-Friday Used AOL's free IM software -AIM and Express Used
AOL's free IM software -AIM and Express Staffed 75 hrs a week by 20
librarians + 4 library school students Staffed 75 hrs a week by 20
librarians + 4 library school students Questionnaire results: 70%
of users 18-25 of age, 70% of users 18-25 of age, 69% of users on
campus (25% from Cybrary) 69% of users on campus (25% from Cybrary)
79% satisfied with service 79% satisfied with service Type of
questions Type of questions --26% questions are in information
literacy category --26% questions are in information literacy
category --23% about using the catalog --23% about using the
catalog --12% are about specific library information (e.g. hours)
--12% are about specific library information (e.g. hours) --6% of
questions are technical troubleshooting, --6% of questions are
technical troubleshooting, --5% web navigation --5% web navigation
--4% electronic course reserves --4% electronic course reserves
--4% finding SUNY Buffalo information. --4% finding SUNY Buffalo
information. Many librarians did not receive a single question in
their 1 hour shift. Many librarians did not receive a single
question in their 1 hour shift.
Slide 25
Voice over IP 2-1 Since 2003 IM services have voice components,
ex. MSN Messenger, AOL IM, Yahoo Messenger Since 2003 IM services
have voice components, ex. MSN Messenger, AOL IM, Yahoo Messenger
Provides free or low-cost talk on internet Provides free or
low-cost talk on internet --Negative : call other Internet users
using the same software program --Negative : call other Internet
users using the same software program --Positive : make calls to
land and cellular-based phones for a modest fee --Positive : make
calls to land and cellular-based phones for a modest fee New
programs: Skype, Google Talk New programs: Skype, Google Talk
Slide 26
Voice over IP 2-2 Skype Skype -- Allows people to talk and IM
for free using PC-to-PC connections -- Allows people to talk and IM
for free using PC-to-PC connections --Users are identified through
names instead of numbers --Users are identified through names
instead of numbers Google Talk Google Talk --Gmail contacts are
pre-loaded into Google Talk --Gmail contacts are pre-loaded into
Google Talk
Slide 27
Short Message Service (SMS)3-1 A service available on most
digital mobile phones A service available on most digital mobile
phones Permits people to send short messages between Mobilephones,
other handheld devices & Landlinetelephones Permits people to
send short messages between Mobilephones, other handheld devices
& Landlinetelephones Curtin Universitys SMS Report on findings:
Curtin Universitys SMS Report on findings: --200+ queries in 6
months --200+ queries in 6 months --87% received during library
opening hours --87% received during library opening hours
Slide 28
Short Message Service (SMS)3-2 Curtin Universitys SMS Report on
findings (continued): Curtin Universitys SMS Report on findings
(continued): --71% were explanatory type of reference questions
--71% were explanatory type of reference questions --Patron
feedback: --Patron feedback: Easy to use (4.2 out of 5) 100% of
clients did not have any problems 92% claimed they would use it
again.
Slide 29
Short Message Service (SMS)3-3
Slide 30
Video Conferencing UC Irvine Science Library (1997): UC Irvine
Science Library (1997): --Provided the service to medical students
who are working in a computer lab, one hour a day, mostly on
Medline searching --Provided the service to medical students who
are working in a computer lab, one hour a day, mostly on Medline
searching --Audio, video, chat window, whiteboard --Audio, video,
chat window, whiteboard (Examples: Microsoft NetMeeting) (Examples:
Microsoft NetMeeting) --Studentscomments : --Studentscomments :
Excited about this high-tech Wanted document delivery of full- text
articles
Slide 31
Collaborative Reference Service 4-1 --Extend hours of coverage
of participants to 24/7 --Cooperation and collaboration, informal
or network arrangement Examples Examples --LC/OCLC QuestionPoint
(QP) --Calis Distributed Collaborative Virtual Reference System
(CVRS)-China (2003-2005) Calis Distributed Collaborative Virtual
Reference System (CVRS)-China (2003-2005Calis Distributed
Collaborative Virtual Reference System (CVRS)-China (2003-2005
--AskUsNow in Maryland (2,900 in Oct 2003) --AskNow in Australia
(3,196) --Q and A in NJ (5,800) --Know It Now in Cleveland (3,500 a
month) --NCknows: the State Library of North Carolina's Virtual
Reference project staffed by librarians from throughout N
Carolina
Slide 32
Collaborative Reference Service 4-2 Example of a Transcript of
an NCKnows Chat Session Example of a Transcript of an NCKnows Chat
Session anonymous: I mean the Silicon Valley are composed of
high-tech companies. What arbout Resarch Triangle region. Are they
also high tech or just research companies as its name applies? 24/7
Librarian vw: Apart from one being in NC, on the east coast, and
one being in VA, on the west coast? anonymous: Is there any
difference between Research Triangle and the Silicon Valley in CA?
24/7 Librarian vw: Try copying and pasting the address into a new
browser window anonymous: I have this message pops up "Stack
overflow at line 1" 24/7 Librarian vw: http://www.rtrp.org/
anonymous: What is the url of this page. 24/7 Librarian vw: Does
this answer your question? anonymous: [Page sent -Site Selection
Consultants] 24/7 Librarian vw: Here is a website about the
Research Triangle region. 24/7 Librarian vw: [Page sent -Research
Triangle Region] anonymous: Hi! I'm out of the states. Can you tell
me what is the Research Triangle in NC 24/7 Librarian vw: How may I
help you? 24/7 Librarian vw: Hello, welcome to our NCknows
Reference Service. [24/7 Librarian vw-A librarian has joined the
session.] A librarian will be with you shortly. Please remember
that whileour librarians can help you use your library, they may
not be from your specific library system or branch
Slide 33
Collaborative Reference Service 4-3 OCLCs QP OCLCs QP --Started
in 2002 by LC and OCLC --Used by over 1,000 libraries in 20
countries --Subscription of $2,000/yr --Questions received -Use
best-matching routing to library profiles --Web-based chat,
co-browse and cooperative reference tools --A management tool for
reference transactions --Respond, assign, refer, route --HKUST
,
Slide 34
Collaborative Reference Service 4-4 Usage Study Q and A NJ
Usage Study Q and A NJ --25,000 customer questions in 2002 --50,000
questions in 2003 --Nearly 60,000 questions in 2004 --During a busy
hour, may handle 25-30 questions --In the busiest month (March
2004), more than 7,400 Qs --Customer feedback (form 8,745
customers, Jan 2002-Oct 2003) 53.9% of the respondents used more
than once 89.8%of the respondents said they will use again 60% said
they have their questions completely answered 80.2%were satisfied
or very satisfied with the service
Slide 35
Doubts about VRS Joe Janes: Global Census of Digital Reference.
Joe Janes: Global Census of Digital Reference. --Less than 6 Qs a
day in Nov 2003 --Less than 6 Qs a day in Nov 2003 Steve Coffman
Steve Coffman --Only 29% of ARL libraries offer VRS (36 out of 124)
--Only 29% of ARL libraries offer VRS (36 out of 124) --LSSI -Oct
2003 declined over Oct 2002 --LSSI -Oct 2003 declined over Oct 2002
VRS VRS --1999 --1999 150 academic libraries, 45% offered VRS
(Janes, Carter and Memmott, 1999) 122 ARL Libraries, 96% provided
VRS (L. Goetsch, 1999) --2000 --2000 140 academic libraries, 45%
offered VRS. Libraries with greater financial resources, larger
staff, adopted more computer-based services, higher demand for
current services (MD White, 2000) --2001 --2001 121 ARL Libraries,
29% provided real time reference (Tenopirand Ennis, 2001)
Commercial Service 3-2 Google answers Google answers Google
answers Google answers --Beta version, Apr 2002 --Beta version, Apr
2002 --500 freelance researchers --500 freelance researchers
--Costs US$0.5 to list a Q --Costs US$0.5 to list a Q --$2-200 for
an answer --$2-200 for an answer --1 day turnaround --1 day
turnaround --User may rate the answer --User may rate the answer
--User may reject the answer and request a full refund --User may
reject the answer and request a full refund --25% of the fee to
Google --25% of the fee to Google --The service provides an FAQ, a
database of Q&A. --The service provides an FAQ, a database of
Q&A.
Slide 38
Commercial Service 3-3 AskMeNow AskMeNow AskMeNow AskMeNow --A
commercial VRS --A commercial VRS --100 answer agents --100 answer
agents --Free for basic Qs --Free for basic Qs --US$0.49 for
AskAnything --US$0.49 for AskAnything --Beta test with 10,000 users
--Beta test with 10,000 users --Sign-up with cell phone (N.American
wireless carrier) --Sign-up with cell phone (N.American wireless
carrier) --Call AskMeNow phone number with the cell phone --Call
AskMeNow phone number with the cell phone --Answer is text-messaged
to your cell phone within minutes --Answer is text-messaged to your
cell phone within minutes
Slide 39
Library vs. Commercial Service Cornells Study (2002/03)
Cornells Study (2002/03) --24 Questions from 3 sources (Maryland,
Cornell and Google) --24 Questions from 3 sources (Maryland,
Cornell and Google) --2 librarians and 1 assistant prepared answers
and noted the time spent --2 librarians and 1 assistant prepared
answers and noted the time spent --1 librarian registered with
Google Answers as a user, submitted the questions and obtained
Answers --1 librarian registered with Google Answers as a user,
submitted the questions and obtained Answers --Conclusion
--Conclusion Quality: Cornell reference librarians were rated about
the same as the Google researchers Cost: Cornell reference
librarians were much more expensive
Slide 40
Usage Studies on Real Time VRS Kelly Broughtons paper summaries
7 studies: Kelly Broughtons paper summaries 7 studies: --When
--When 70-80% took place from Mon.-Thurs. Tuesday and Wednesday are
the busiest --How --How 50-70% of respondents learned about the
service through library homepage --Where --Where 30% of respondents
were within library 40% on campus, 30% off campus --Why --Why
Convenience and anonymity --Satisfaction --Satisfaction
80-90%satisfied
Slide 41
Quote about VRS Digital reference matters but it will not if
we: Digital reference matters but it will not if we: --do it badly
--do it badly --do it alone --do it alone --do it only one way --do
it only one way --do it in secret --do it in secret --do it too
slowly --do it too slowly --or from a position of fear --or from a
position of fear Joe Janes Be brave, be bold, be thoughtful and if
you build it, they will come. Be brave, be bold, be thoughtful and
if you build it, they will come. Diane Kresh Library of Congress
Library of Congress
Slide 42
Institutional Repositories (IRs)
Slide 43
Open Access and Institutional Repositories 2 factors that lead
to the Open Access Movement : 2 factors that lead to the Open
Access Movement : Technological trends sharing documents via FTP
and Web sharing documents via FTP and Web Enables researchers to
publishtheir research results.. for faster and wider dissemination
Enables researchers to publishtheir research results.. for faster
and wider dissemination Open Archives Initiative Protocol for Meta
Data Harvesting (OAI-PMH) Open Archives Initiative Protocol for
Meta Data Harvesting (OAI-PMH) social trends Journal titles
Increasing + Prices rising + Library budgets cut Journal titles
Increasing + Prices rising + Library budgets cut Fruits of Open
Access Fruits of Open Access Open Access Journals (DOAJ)Open Access
Journals (DOAJ) OAIsterOAIster One searchable interface for open
archives from 536 academic institutions 5.9 million documents
Institutional Repositories: Development of IRs gained momentum with
the release of two open source systems: Eprints (U of Southampton)
DSpace (MIT)
Slide 44
Institutional Repository (IR) Institutional Repository (IR)
Institutional Repositories (IRs) Institutional Repositories (IRs)
--Represent an historical and tangible embodiment of the
intellectual life and outputof an institution. --Represent an
historical and tangible embodiment of the intellectual life and
outputof an institution. --A digital collection capturing and
preserving the intellectual output of a single or multi-university
community. --A digital collection capturing and preserving the
intellectual output of a single or multi-university community. --
-- -- / / -- / / -- -- -- -- -- / / -- / / -- / : DSpace, EPrints,
Digital Commons -- / : DSpace, EPrints, Digital Commons -- OAI-PMH
-- OAI-PMH
Slide 45
--Grey literatures --Grey literatures --Open access --Open
access A single institution may thus have several different
repositories for different types of materials. A single institution
may thus have several different repositories for different types of
materials. --From a few records (or objects) to tens or even
hundreds of thousands of records --From a few records (or objects)
to tens or even hundreds of thousands of records -- -- --Some
records are only metadata, and some are full source objects, such
as papers, images or datasets. --Some records are only metadata,
and some are full source objects, such as papers, images or
datasets. Type: textual material Type: textual material National
level: a growing set of at a national level or acrosshigher
education institutions. National level: a growing set of at a
national level or acrosshigher education institutions. scholarly
communication scholarly communication
5-1 Developing a service plan Developing a service plan --What
is the services mission? --What is the services mission? --What
kinds of content will you accept? --What kinds of content will you
accept? --Who are the key users? Who are the key stakeholders?
--Who are the key users? Who are the key stakeholders? --Will you
charge for services? --Will you charge for services? --What
responsibilities will library bear versus the content community?
--What responsibilities will library bear versus the content
community? --What are your top service priorities? --What are your
top service priorities? --What are the short-term priorities and
long-term priorities? --What are the short-term priorities and
long-term priorities? Promotion: Developing presentations for
staff, academics and potential funders Promotion: Developing
presentations for staff, academics and potential funders
--Marketing ideas: a top-down approach or a bottom-up approach
--Marketing ideas: a top-down approach or a bottom-up approach
Finding a strong internal coordinator Finding a strong internal
coordinator Technical documentation( ) Technical documentation(
)
Slide 51
5-2 Direct cost Direct cost --Content --Content --User
communities --User communities --Existing resources --Existing
resources --Service size and scale --Service size and scale
--Service maturity: start-up, growth and maturity, decay in a
lifecycle way. --Service maturity: start-up, growth and maturity,
decay in a lifecycle way. Indirect cost Indirect cost --Strategic
planning --Strategic planning --Support staff --Support staff 1/3
1/3 1/3 1/3 1/3promotion 1/3promotion
Slide 52
--Hong Kong Projects --Hong Kong Projects --China Projects
--China Projects --HKU Electronic Projects ( Exambase) --HKU
Electronic Projects ( Exambase) -- -- 50,000 1924 Electronic
Services Electronic Services --Reference Help --Reference Help
Telephone, email, web Prefer face-to-face Impact of SARS & bird
flu Electronic Services( ) Electronic Services( ) ( ) ( ) --My
Library @ Hand --My Library @ HandMy Library @ HandMy Library @
Hand --SMS@HKUL --SMS@HKUL
Slide 53
2-1 ? ? IRS: dependent IRS: dependent Google print Google
print
![3號 郭怡婷[1]](https://img.pdfslide.net/doc/110x75/55aee8341a28ab3a5e8b4688/3-155aee8341a28ab3a5e8b4688.jpg)
