Technologies for Virtual Reference Service

Dr. I.R.N. GoudarAdjunct Professor, Mangalore University

Visiting Professor Cum Library Adviser, BU, BangaloreEx. Visiting Professor and Library Adviser, UoM, MysoreFormerly Scientist ‘G’ and Head, ICAST, NAL, Bangalore

goudarishwar@gmail.com

18th National Convention on Knowledge, Library andInformation Networking - NACLIN 2015

Organised by DELNET & Gulbarga UniversityGulbarga

24-26 Nov 2015

http://www.slideshare.net/quilterx/reference-interview?related=1

Preamble

• Libraries and their resources have partially moved to the virtual world of the Internet.

• Library patrons can access our resources both within and outside of the physical library.

• Technology now allows users to submit their queries to the library at any time from any place in the world.

Defining Virtual Reference• Virtual reference is reference service initiated

electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present.

• While online sources are often utilized in provision of virtual reference, use of electronic sources in seeking answers is not of itself virtual reference.

• Virtual reference queries are sometimes followed-up with telephone, fax, in-person and regular mail interactions, even though these modes of communication are not considered virtual.

http://www.ala.org/rusa/resources/guidelines/virtrefguidelines

VRS: Planning – Questions to Answer• Why should you provide virtual reference service? Are

your users asking for this service? • Who will be your partners ? Single handed or

collaborating with other libraries – consortia• How will you know if your service is successful or not?

Repeated users? OR Never return?• How will you market the service?• What technologies/platforms will you use?• What is your budget?• What is your timeline to implementation?• What will your policies look like?

VRS: Considerations/Issues

• Parameters of service• Patron needs• Staff familiarity• Technical

capabilities/support • Different tools available• Sources supporting VRS• Single library OR

Consortia members

• Challenges• Finance• Infrastructure• Licensing• Feedback• Statistics• Privacy

Preparedness for Adopting Technologies for VRS• Adopting one are more technologies suitable. • Documentation for installing or accessing the

appropriate technology both staff and patrons. • Familiarizing both reference staff and patrons about

the medium used.• Guidelines for how and when it might be offered• Support for the installation and troubleshooting of

technology on staff workstations. • Publicity and marketing for new service.

Integration with Other Library Services• Need for integration of the VRS with the rest of the

institution's reference services. • Administration and reference library staff should be

involved in planning, training, implementation, and promotion of virtual reference services and the selection of virtual reference software (Technologies).

• Virtual reference service should be a consideration in collection development decisions, selection of electronic reference sources, and especially licensing issues.

Building Blocks of VRS

• Patrons• Interface (web form; e-mail; chat; video etc.) • Knowledge Base (E-Resources, FAQ, OPAC,

etc)• Reference LibrarianCommunication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging.

Virtual Reference Librarians• Provide intellectual access to information• Organise and structure information • Preserve useful information • Assist to access and interpret resources• Evaluate and implement e-information products • Assure that product interfaces are well suited to

individual clients • Electronically package the information that best

suit clients EX: FAQs

Virtual Reference Service Models • Asynchronous - Time gap between question and answering - Absence of clarity due to nonverbal or non face to face

questioning - Longer time and waste of staff time - Apathy of users to send written communication - Advantage of making permanent record and opportunity of adding

Q & A Bank - Email: Classic Example -Internet Public Library, but Alas! - Webform: Ask A Librarian through Library website• Synchronous - Patrons in a hurry, vague questions - Need tactful, knowledgeable staff - Need 24X7 presence of staff to handle reference queries - Usually chat is the media

Virtual Reference Service Models …..contd • Live VRS - Extending beyond Chat VRS - Real-time answers expected - Need special software - Reduces the gap between users and service staff - Immediacy is the BUZZ word, therefore Internet savvy

staff requirement - Show with synchronized talk, Co-browsing - Boon for distance education system with additional learning tools - Excitement among younger generation, students - Revisioning Library as virtual place of academics - Subject wise reference librarians

Technologies• Skype: Voice over Internet Protocol (VoIP) communication

tool that can be used to conduct audio or audio/video “telephone” conversations

• Twitter• Apple’s FaceTime• Google+ Hangouts• iChat• Tango • The open source Web Real Time Communication (RTC) program can be

used to develop applications such as voice calls, video chat, P2P file sharing

https://www.youtube.com/watch?v=iH_XkmlZlkk

Instant Messaging SystemsMini Guide

http://www.masternewmedia.org/news/2007/05/20/webbased_instant_messengers_a_miniguide.htm

Software for IMOS, Multiple Network• Pidgin -• Fire - Mac • Adium - Mac • Miranda - Thin client,

spell checker, low bandwidth

Multiple Channel/Systems• Mosio for Libraries - Multi-

Channel (Chat, Email and Text Messaging)

• Libraryh3lp - Anonymous widget, No need of Aim, Yahoo, MSN.

• LiveZilla - Personalisable widget, Offline chat requests are sent via email. RefChatter-

Software for SMS Reference http://www.libsuccess.org/index.php?title=Online_Reference • Google SMS • Altarama's Reference by SMS • AIM Hack• Text a Librarian, Powered by Mosio for Libraries• LibraryH3lp Twilio SMS Gateway • LibraryH3lp Android SMS Gateway • LibraryH3lp Google Voice Gateway • Upside Wireless • OmniReference • Twilio

Software for Online VoIP, Video or Co-Browsing Reference

• Skype - Free VOIP Software • Unyte - Free 'screen-showing' software, works

well with Skype • Windows Live Messenger - Free Voice, Video,

Sharing features

Skype• Voice Over Internet Protocol (VoIP) communication tool • Useful to conduct audio or audio/video “telephone”

conversations • Can connect international landline and mobile phones • Needs installation software on both sides• Mobile applications of skype for Android are very

popular.• Basic service is free: Skype-to-Skype calls, one-to-one

video calls, instant messaging and Screen sharing.• One can add fee-based services like group video calling

and live chat customer support.

SkypeAdvantages

• Bringing visual and nonverbal cues back to virtual reference

• Emulates an in-person interaction (Co-browsing) and one see exactly what patrons are attempting ask face to face than through conversation or texting

• IMing simultaneously – send links, pdf files, articles or jing videos via IM while video chatting

• Enhances the level of service provided by Ask a Librarian

Disadvantages• Need for special equipment• Problem of being on the

screen• Low level of interest in the

use of Skype for reference service

Twitter

• Twitter is a free micro-blogging service • Facilitates users to send and read text-based

messages of up to 140 characters known as “tweets” via the Twitter website

• Access to tweets can be restricted or openly available

• Registered users can read and post tweets, but unregistered users can only read them.

• One third of internet user in the age group 18-24 use Twitter (A survey report)

Collaborative Virtual Reference/Infrastructure Required

• VRS collaboratively with other libraries including virtual reference vendors for various reasons

• Need to establish clear policies and guidelines for using licensed online el-resources to serve patrons from other participating libraries.

• Patron privacy in a multi-library setting is essential.• Integration of VR into the mainstream of reference services

includes in-person, telephone, etc• Need Assistive Technologies for Physically and Visually

challenged• Virtual reference communications between patrons and

library staff should be private except as required by law. • Facility for creation of databases , FAQs and software for

handling

VRS Management Systems• LSSI’s Virtual Reference Toolkit (bought by Tutor.com)• LivePerson Virtual Reference Software

(http://www.humanclick.com/) ?• Virtual Reference Desk (http://www.vrd.org/) ?• QuestionPoint (http://www.questionpoint.org)• 24/7 Reference ( http://www.247ref.org/) - Internet Information Services (IIS) for Windows® Server

• AskUsQuestions.com (www.AskUsQuestions.com) - Domain name is for sale

• The Internet Public Library (IPL2) (http://www.ipl.org/div/askus/) Closed June 2015

VRS Management Systems• LSSI’s Virtual Reference Toolkit, (bought by Tutor.com)- Toolkit supports round-the-clock professional reference

and search assistance services. - The e-mail-based RefTracker, integrates virtual, e-mail,

phone, and desk reference services. - Librarians can track and route questions automatically

and save those they want in a searchable knowledgebase.

- RefTracker automatically collects statistics on reference activity at all service points.

- >500 public libraries use this toolkit with strong service offerings to schools and students

OCLC "Question Point" - 24/7 Virtual Reference Service (www.questionpoint.org) It is virtual reference service with a human assisted web platform for providing

reference service. Important features:- Reference service round the clock with trustworthy, real time

one-on-one reference assistance from professional librarians.- Web-based chat, browse and cooperative reference tools and

technologies and require no special software or browser plug-ins- No need to use Windows Operating System to do simple chat and

page push; streamlined conference process that allows librarians to transfer to another librarian smoothly

- Support for multilingual reference transactions; Q&A knowledge base

“Users' information needs don't end at the library door or when the sun goes down. QuestionPoint provides a complete virtual reference management system, integrating chat, e-mail, a reference knowledge base, reports and analytic tools to give you a complete view of reference activity”.

QuestionPoint.org

Source: PPT by

Marketing VRS• Library/University website – Ask a Librarian• Social media (Facebook, Twitter), • Classroom presentation, • Video tutorials (mention in other tutorials too)• Library brochures, Library newsletter• Subject guides, • Printed bookmarks/handouts, posters, • One-on-one marketing by staff• Program name/Customised Logo

Good Example of VRS

On The Lighter Side ……

Conference:

A gathering of important people who singly can do nothing, but

together decide that nothing can be done.

-Fred Allen

References

• RUSA guidelines for virtual reference service, http://www.ala.org/rusa/resources/guidelines/virtrefguidelines

• Gwen Exner and Holly Mabry, Bringing the Library to Your Living Room, http://www.slideshare.net/NCLA-DLG/virtual-reference-bringing-the-library-to-your-living-room