scholarly journals Reference Desk Employees Need Both Research Knowledge and Technical Skills for Successful Reference Transactions

2014 ◽  
Vol 9 (4) ◽  
pp. 55
Author(s):  
Lisa Shen
Keyword(s):  
Public Library ◽  
Question Type ◽  
San Jose ◽  
Research Knowledge ◽  
Design Data ◽  
Library Administration ◽  
Library Journal ◽  
Reference Service ◽  
Research Questions ◽  
Essential Knowledge

A Review of: Chan, E. K. (2014). Analyzing recorded transactions to extrapolate the required knowledge, skills, and abilities of reference desk providers at an urban, academic/public library. Journal of Library Administration, 54(1), 23-32. doi:10.1080/01920836.2014.893113 Abstract Objective – To determine the essential knowledge and skills required by reference positions serving academic and public library patrons. Design – Data analysis of recorded reference transactions using author-created categories. Setting – The reference desk of a joint academic and public library in downtown San José, California. Subjects – A total of 9,683 in-person and phone reference transactions recorded between August 20 and December 29, 2012. Methods – All reference transactions recorded in the tracking software Gimlet during the fall 2012 semester were downloaded and analyzed in Excel using 17 author-created reference service categories. Of the original 13,827 transaction entries, 4,135 were eliminated because the actual reference questions, an optional entry in Gimlet, were not recorded. Thus these transactions could not be properly categorized for analysis. Main Results – The most frequently occurred type of reference transaction (16.6%, or 1,607 out of 9,683) out of the 17 categories was assistance for printing, copying, scanning, and wireless network assistance. The next most regularly recorded categories were catalog searching for non-known items (15.0%) and general research (10.9%), which included formulating research questions and selecting the appropriate resources for searching. When clustering the 17 reference question categories into 4 broader thematic groups, “research-oriented assistance,” including question categories for catalog searching and general research, emerged as the most common question type (31.7%). Technical and equipment assistance (30.8%) was the second most popular category group, followed by facility and policy questions (19.2%), and quick search requests (18.3%). Conclusion – The study findings suggest that successful reference desk transactions would require library employees to master research knowledge as well as technical computer and equipment skills.

scholarly journals Collaborative Chat Reference Service Effectiveness Varies by Question Type for Public Library Patrons

2008 ◽  
Vol 3 (1) ◽  
pp. 72 ◽  
Author(s):  
Stephanie Hall
Keyword(s):  
Content Analysis ◽  
User Satisfaction ◽  
Public Library ◽  
Question Type ◽  
Virtual Reference ◽  
Chat Reference ◽  
Significant Difference ◽  
Reference Service ◽  
Non Local ◽  
Research Questions

A review of: Kwon, Nahyun. "Public Library Patrons' Use of Collaborative Chat Reference Service: The Effectiveness of Question Answering by Question Type." Library & Information Science Research 29.1 (Mar. 2007): 70-91. Objective – To assess the effectiveness of a collaborative chat reference service in answering different types of question. Specifically, the study compares the degree of answer completion and the level of user satisfaction for simple factual questions vs. more in-depth subject-based reference questions, and for ‘local’ (pertaining to a particular library) and non-local questions. Design – Content analysis of 415 transcripts of reference transactions, which were also compared to corresponding user satisfaction survey results. Setting – An online collaborative reference service offered by a large public library system (33 branch and regional locations). This service is part of the Metropolitan Co-operative Library System: a virtual reference consortium of U.S. libraries (public, academic, special, and corporate) that provides 24/7 service. Subjects – Reference librarians from around the U.S. (49 different libraries), and users logging into the service via the public library system’s portal (primarily patrons of the 49 libraries). Method – Content analysis was used to evaluate virtual reference transcripts recorded between January and June, 2004. Reliability was enhanced through triangulation, with researchers comparing the content analysis of each transcript against the results of a voluntary exit survey. Of 1,387 transactions that occurred during the period of study, 420 users completed the survey and these formed the basis of the study, apart from 5 transactions that were omitted because the questions were incomprehensible. Questions were examined and assigned to five categories: “simple, factual questions; subject-based research questions; resource access questions; circulation-related questions; and local library information inquiries” (80-81). Answers were classed as either “completely answered, partially answered or unanswered, referred, and problematic endings” (82). Lastly, user satisfaction was surveyed on three measures: satisfaction with the answer, perceived staff quality, and willingness to return. In general, the methods used were clearly described and appeared reliable. Main results – Distribution of question types: By far the largest group of questions were circulation-related (48.9%), with subject-based research questions coming next (25.8%), then simple factual questions (9.6%), resource access questions (8.9%), and local library information inquiries (6.8%). Effectiveness of chat reference service by question type: No statistically significant difference was found between simple factual questions and subject-based research questions in terms of answer completeness and user satisfaction. However, a statistically significant difference was found when comparing ‘local’ (circulation and local library information questions) and ‘non-local’ (simple factual and subject-based research questions), with both satisfaction and answer completeness being lower for local questions. Conclusions – The suggestion that chat reference may not be as appropriate for in-depth, subject-based research questions as it is for simple factual questions is not supported by this research. In fact, the author notes that “subject-based research questions, when answered, were answered as completely as factual questions and found to be the question type that gives the greatest satisfaction to the patrons among all question types” (86). Lower satisfaction and answer completion were found among local vs. non-local queries. Additionally, there appeared to be some confusion among patrons about the nature of the collaborative service – they often assumed that the librarian answering their question was from their local library. The author suggests some form of triage to direct local questions to the appropriate venue from the outset, thus avoiding confusion and unnecessary referrals. The emergence of repetitive questions also signalled the need for the development of FAQs for chat reference staff and the incorporation of such questions into chat reference training.

Keepers of Men Need Keepers of Books

1972 ◽  
Vol 18 (3) ◽  
pp. 271-283
Author(s):  
Lesta Norris Burt
Keyword(s):  
Public Library ◽  
Library Services ◽  
Correctional Institution ◽  
State Prison ◽  
Minimum Standards ◽  
Part Time ◽  
Reference Service

Libraries do not receive much stress in correction textbooks, and librarians are not ordinarily scheduled as speakers at correctional conferences or published in correctional journals. For these reasons and because good library services are not generally available in state prison libraries across the nation, administrators may not be aware of the advantages a good library and librarian can offer. A survey of the fifty state institutional library consultants concerning adult correctional institution libraries resulted in forty-two replies representing 223 major libraries and 202 camp libraries. As of the winter of 1970, librarians holding masters' degrees or bachelors' degrees plus school certification served full- or part-time in fifty-eight libraries in twenty-nine states. There were 955,154 volumes in the libraries in the reporting states; however, many of the books were described as old, outdated, or unsuitable. To meet minimum standards, there should have been 1,422,580 books of quality. The lack of qualified librarians together with inadequate budgets has resulted in uncatalogued, unclassified collections, insufficient discarding, poor staff libraries, a shortage of related staff services, and a lack of reference service, reading guidance, book discussions, writers' groups, and other library-sponsored activities. Information was also gathered on public library assistance to institutions, bookmobiles, inmate access to shelves, and separate rooms for reading, listening, and viewing.

Transformation of public library websites in Indonesia

2018 ◽  
Vol 35 (8) ◽  
pp. 10-14
Author(s):  
Nove E. Variant Anna
Keyword(s):  
Public Library ◽  
External Information ◽  
Digital Collections ◽  
Content Type ◽  
Chat Reference ◽  
Reference Service ◽  
The Creation ◽  
Portal Website ◽  
Library Websites ◽  
Knowledge Portal

Purpose This paper aims to observe the province’s public library websites in Indonesia and to give some recommendation about knowledge portal website that can support the creation and invention of knowledge. Design/methodology/approach Data and information were gathered by observing library websites at the provincial level to see the digital survey and collection. This survey includes 34 province public library websites in the period from August 1 to 15, 2017. As the survey focuses on the availability of online digital collections, availability of digital services such as the user can have conversation with the librarian through a chat reference service, the availability of trusted external information sources, the availability of user forums for discussion. Findings The result of the research showed that the public library websites in Indonesia are still static (less interactive) and only give standard information about the library services, its operational hours, contact numbers and their collection. According to the result, it is recommended for every public library transforms its website into a knowledge portal website that can give a real and direct effect to the users, especially in the creation of innovation. Originality/value This paper also recommends a framework for a knowledge portal that includes e-resources, user needs, partnership, internet resources, integrated OPAC and collaboration. A survey on a library website is rarely conducted in Indonesia; therefore, this result will be beneficial for developing library websites.

scholarly journals Ask Live! UK public libraries and virtual collaboration

2009 ◽  
Vol 27 (86) ◽  
pp. 43-50 ◽  
Author(s):  
Linda Berube
Keyword(s):  
Public Libraries ◽  
Public Library ◽  
Virtual Collaboration ◽  
Virtual Reference ◽  
Digital Reference ◽  
Reference Service ◽  
The Uk

Ask A Librarian, the UK public library digital reference service, has been piloting LSSI's Virtual Reference Toolkit. The pilot, managed by Ask administrator Co-East, went live to public users in May 2003 and will continue through September 2003. The pilot objectives include not only an evaluation of the software and support offered by LSSI, but also the eventual integration of the chat component with the main web-form service, and the implications for uptake and sustainability. This article combines a report of the largely positive initial findings of the pilot with an overview of digital reference service and UK public libraries.

scholarly journals Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems

2012 ◽  
Vol 7 (1) ◽  
pp. 22 ◽  
Author(s):  
Holly Kristin Arnason ◽  
Louise Reimer
Keyword(s):  
Qualitative Study ◽  
Customer Service ◽  
Thematic Analysis ◽  
Public Library ◽  
Library Service ◽  
Staff Members ◽  
Reference Service ◽  
Printing System ◽  
Selection Of ◽  
Customer Need

Abstract Objective – To explore the types and nature of assistance library customers are asking library staff for in a large Canadian urban public library system. Methods – A qualitative study employing transaction logging combined with embedded observation occurred for three-day sample periods at a selection of nine branches over the course of eight months. Staff recorded questions and interactions at service desks (in person, by phone, and electronically), as well as questions received during scheduled and non-scheduled provision of mobile reference service. In addition to recording interaction details and interaction medium, staff members were also asked to indicate briefly the process or resources used to resolve the interaction. Survey data were entered and coded through thematic analysis. Results – The survey collected 6,099 interactions between staff and library customers. Of those 6,099 interactions, 1,920 (31.48%) were coded as pertaining to technology help. Further analysis revealed significant library customer need for help with Internet workstations and printing. Conclusions – Technology help is a core customer need for Edmonton Public Library, with requests varying in complexity and sometimes resolved with instruction. The library’s Internet workstations and printing system presented critical usability challenges that drove technology help requests.

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