Co-Browsing at the Reference Desk

Richard E. Stern, MLS, Ph.D.Seton Hall University

Presentation to LIDA Conference

Mljet, Croatia

June 3, 2005

Co-Browsing Demo:Your Observations

Co-Browsing

• In Co-Browsing two people work together on a search synchronously with separate monitors with the same screen image and separate sets of input tools (keyboard, mouse, etc.).

Solo Viewing

• Users cannot see the screen, or do not have a clear or comfortable view.

• The librarian views the screen, and tells the user.

Co-Viewing

• Co-viewing is the process by which one person inputs to a computer and one or more other persons view the input from a separate monitor and where the participants are within visual view of one another.

Co-Viewing at University in Heidelberg (2004)

Multiple Means by Which Librarians Assist Users

• Co-browsing system supports co-viewing, and solo viewing.

• Librarians also support learning in other venues and other media including virtual reference, classroom instruction, and online guides including digital learning objects.

Observation of Co-Browsing at Seton Hall

• Librarians use the co-browsing capability in different ways:– To ask user to spell an unfamiliar word– To observe user’s searching– To demonstrate how to search– To comment– To allow user to continue searching while

helping another user.

Observation of Co-Browsing at Seton Hall

• Situation and personal style determine use: Librarians who prefer greater control of the interaction tend to use co-viewing capability in favor of co-browsing.

Why Not Invite the UserBehind the Desk or Go Out to the

User?

• Co-browsing allows for a free-flowing, back and forth interaction between librarian with use of separate monitors, keyboards, and mice; other modes do not optimize interaction between librarians and user.

Benefits & Drawbacks of Co-Browsing:Your Opinion

Benefits & Drawbacks:My Opinion

• User-centered: the focus is on the user.• User is more active & involved:

– Utilizes keyboard & mouse– Shows librarian and experiments

• Inquiry-based learning: Co-browsing maximizes user interest through involvement.

• Appeals to computer-oriented learning style of Millennial generation.

Benefits of Co-Browsing to Users-2

• Responsive to affective domain and evolution of user focus in Kuhlthau’s stages of research: – Initiation– Selection– Exploration– Formulation– Collection– Presentation

Co-browsing in Virtual and at Reference Desk

• Some virtual reference systems offer co-browsing capabilities.

• At one large university librarians mostly use co-browsing to show the user, not to view the user’s search.

Co-Browsing & Disability

Co-browsing has potential for aiding librarians with limited arm and hand movement to provide reference service. The librarian guides users by voice. 3 of every 10,000 people suffer from carpal tunnel syndrome in the U.S. (www.ninds.nih.gov)

Co-Browsing As Aid to Librarians with Limited Hand Movement

• Potential for aiding librarians with limited arm and hand movement.

Thornton reported that among 43 responding ARL libraries in 1996, 322 employees (including students) received medical treatment for carpal tunnel syndrome, including twenty-two who had surgery and seven who received therapy.

Video SplitterAn Example

Surge Suppressor

Co-Browsing Installation-1

Components:– video splitter: enables one PC to display

image on two or more monitors

Name that device:Video Splitter also known as VGA splitter, VGA

video splitter, video distribution amplifier, PC video splitter, y connector for monitor, monitor splitter, multiple monitor, video port expander.

Co-Browsing Installation-2

Components:– Surge suppressor with on/off light indicator

• The second keyboard and mouse are plugged directly into the workstation’s multiple USB ports which can be found in many newer desktops and laptops.

Co-Browsing Installation-3

• On computers with insufficient USB ports a device can be added with additional ports, or mouse/keyboard splitter can be added.

• Skills needed to install co-browsing and inputting devices include knowledge about PC hardware and some experience in PC assembly.

Best Practices at Reference Desk

• ALA Guidelines for Behavioral Performance of Reference and Information Service Providers (2004), geared to all types of libraries, does not address optimal use of the computer in reference transactions in academic libraries.

For the Future

• Experiment with use in more libraries and in other settings such as IT.

• Develop guidelines for use.

• Find ways to enhance co-browsing. Is there a way to provide the user with a transcript of the reference transaction?

• Evaluate co-browsing.

Evaluation of Co-BrowsingCompared to Solo & Co-Viewing

• Is user knowledge or know-how advanced?

• Is the user satisfied?

• Is user confidence increased?

• Is the user inclined to consult with a reference librarian in the future?

Chinese Proverb& Co-Browsing

• Tell me and I’ll forget.

• Show me and I may remember.

• Involve me and I’ll understand.

– Solo viewing– Co-Viewing– Co-Browsing