Page 72 - DLIS105_REFERENCE_SOURCES_AND_SERVICES

Unit 6: Reference and Information Services

In the early- to mid-1990s, digital reference services began to appear that were not affiliated with Notes
any library. These digital reference services are often referred to as “AskA” services. Examples of
AskA services are the Internet Public Library, Ask Dr. Math, and Ask Joan of Art.

6.3.1 Forms of Digital Reference

Webforms

Webforms are created for digital reference services in order to help the patron be more productive in
asking their question. This document helps the librarian locate exactly what the patron is asking for.
Creation of webforms requires design consideration. Because webforms substitute for the reference
interview, receiving as much information as possible from the patron is a key function.
Aspects commonly found within webforms:
• A return e-mail address to send the answer to the question
• The question being asked
• What sources have been consulted by the patron
• How the patron is planning to use the information
• Location of the patron (are they a library patron?)
• A name to personalize the interaction
• A date by which the information is needed
• The type of sources being requested (print or electronic).

Chat using commercial applications
Several applications exist for providing chat-based reference. Some of these applications are: Question
Point, Tutor.com, AspiringKidz.com, Vienova.com and VRLplus. These applications bear a
resemblance to commercial help desk applications. These applications possess functionality such as:
chat, co-browsing of webpages, webpage and document pushing, customization of pre-scripted
messages, storage of chat transcripts, and statistical reporting.
Chat using instant messaging

Instant messaging (IM) services are used by some libraries as a low-cost means of offering chat-based
reference, since most IM services are free. Utilizing IM for reference services allows a patron to contact
the library from any location via the internet. This service is like the traditional reference interview
because it is a live interaction between the patron and the librarian. On the other side, the reference
interview is different because the conversation does not float away but instead is in print on the
screen for the librarian to review if needed to better understand the patron. IM reference services may
be for the use of in-house patrons as well as patrons unable to go to the library. If library computers
support IM chat programmes, patrons may IM from within the library to avoid losing their use of a
computer or avoid making embarrassing questions public.
Successful IM reference services will:
• Create a profile to convey information about the library and increase online presence.
• Accept imperfection in conversations without spending time to go back and make correc-
tions. Most words are recognizable through context.
• Become familiar with and use accepted IM abbreviations such as LOL (Laugh Out Loud).
• Do not panic. While speed is important it is more important to not feel rushed.

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