Evaluating the Need for an Evaluating the Need for an Electronic Reference ServiceElectronic Reference Service

Renae Barger, MLISHealth Sciences Library and Biomedical Informatics Trainee*

Health Sciences Library SystemUniversity of Pittsburgh

Nancy Tannery, MLSAssistant Director for Information Services

Health Sciences Library SystemUniversity of Pittsburgh

*supported by NIH Grant No. 5 T15 LM07059-15 from the National Library of Medicine.

OutlineOutline

About HSLSPurpose of this studyAsk-A-Librarian feature via OvidTypes of questions receivedQuestions unrelated to an Ovid searchConclusions

Health Sciences Library System Health Sciences Library System University of PittsburghUniversity of Pittsburgh

Six Schools of the Health Sciences– 2,400 faculty– 3,800 students– 2,200 staff

UPMC Hospitals– More than 5,000 physicians– More than 35,000 staff

Health Sciences Library System Health Sciences Library System University of PittsburghUniversity of Pittsburgh

Three Libraries– Falk Library of the Health Sciences– Western Psychiatric Institute and Clinic Library– UPMC Shadyside Libraries

James Frazer Hillman Health Sciences Library Hopwood Library

Purpose of this studyPurpose of this study

Current electronic reference services– medlibq@pitt.edu– Liaison program

No visible Ask-A-Librarian feature– Only available via Ovid

IP/Password authentication required Limited to HSLS users

Examine the types of questions submitted via Ovid– Will HSLS users benefit from an expanded reference

service?

Ask-A-Librarian via OvidAsk-A-Librarian via Ovid

Ask-A-Librarian via OvidAsk-A-Librarian via Ovid

Ask-A-Librarian via OvidAsk-A-Librarian via Ovid

Questions rotated to reference librariansResponses sent within 24-hours

Types of questions receivedTypes of questions received

111 Ask-A-Librarian questions– 16-month time frame (July 2001-Oct. 2002)

Categorized– Technical– Quick-Reference– In-depth Reference

Types of questions receivedTypes of questions received

Ask-A-Librarian Questions

24%

43%

33%

Technical

Quick-reference

In-depth reference

Technical QuestionsTechnical Questions

27 out of 111 (24%)Addressed techniques of using Ovid

“How do I establish an Auto Alert?”“How do I print an article in PDF from

Ovid?”

Technical QuestionsTechnical Questions

“Whenever I open the main search page, it begins with keyword/subject. If I click author, enter author, and search, it comes back to the main search page showing keyword/subject. Is there a way I can do multiple author searches without reselecting author?”

Quick-Reference QuestionsQuick-Reference Questions

47 out of 111 (42%)Simulated general reference questions

received at the reference desk– Estimated to take less than 15 minutes

Quick-Reference QuestionsQuick-Reference Questions

“What journals are included under the limitation ‘AIM’ and can I get a list of these journals?”

“How do I perform a search only in nursing databases?”

Quick-Reference QuestionsQuick-Reference Questions

“I know Ethel Siris published an article in JAMA in 2001 on osteoporosis. How do I find this reference in Ovid?”

“Does the library have the American Journal of Emergency Medicine (15: 335-40, 1997)? I was unable to locate it using Ovid.”

In-Depth Reference QuestionsIn-Depth Reference Questions37 out of 111 (33%)Simulated more time-consuming reference

questions received at the desk

“I am looking for studies that examine the validity and reliability of reviewing internal medicine residents’ documentation skills. I cannot find the correct search terms for documentation or written records. Suggestions? Thanks.”

In-Depth Reference QuestionsIn-Depth Reference Questions“I am trying to find articles in which

physicians who have cancer, or other medical problems, describe their experiences of being a patient. What keywords should I use?”

“I am looking for any and all publications addressing the need…or identifying that there is no need for MD’s to titrate dosages of ACE Inhibitor therapy with positive urine microalbumins.”

Questions Unrelated to an Questions Unrelated to an Ovid Database SearchOvid Database Search

32 out of 84 total reference questions (38%)– Quick reference and in-depth reference – Technical questions not included

The patron has returned to ask a questionThe patron has decided to ask a question

since the feature was visible

Questions Unrelated to an Questions Unrelated to an Ovid Database SearchOvid Database Search47

26

0

5

10

15

20

25

30

35

40

45

50

Quick-Reference Unrelated Quick Reference

37

6

0

5

10

15

20

25

30

35

40

45

50

In-Depth Reference Unrelated In-Depth Reference

Questions Unrelated to an Questions Unrelated to an Ovid Database SearchOvid Database Search

“Someone told me that you can access PowerPoint presentations that other people have done on certain topics. I am organizing one on the female athlete triad and would love to see how others did it and see what pictures they used. Can you point me in the right direction? Are there copyright issues?”

Questions Unrelated to an Questions Unrelated to an Ovid Database SearchOvid Database Search

“Are there any reference books on the progress of women’s health from 1979 to today?”

“I am trying to see if PittCat would have copies of the Beck Depression Inventory (BDI) Scoring Manual. I do not need articles. I need the scoring manual.”

Questions Unrelated to an Questions Unrelated to an Ovid Database SearchOvid Database Search

“Would you be able to provide me with the pagination and chapter authors (if different from the main author) of the chapter ‘Providing Medications and Intravenous Therapy’ from the following book on the shelf at Falk library?”

ConclusionsConclusionsPatrons are using Ask-A-Librarian for more

than Ovid database questions– Patrons may not know about this feature in

Ovid– The library may be missing an opportunity– Need exists for an expanded reference service

Other considerations– Time of day requests were sent

during normal reference hours

ConclusionsConclusions

Considerations for the future– Visible Ask-A-Librarian feature

HSLS homepage Menu bar

– Web forms– Virtual chat