ALAO Annual, Oct. 26, 20011 Virtual Reference Service: Our Real-Time Experience Leela Balraj and Tom Klingler Kent State University.

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Presentation transcript:

ALAO Annual, Oct. 26, Virtual Reference Service: Our Real-Time Experience Leela Balraj and Tom Klingler Kent State University

ALAO Annual, Oct. 26, Abstract Today's college students are conducting much of their academic research outside the physical confines of the traditional library building, using networked connections in labs, residence halls, apartments, and homes. This convenience has its drawbacks, particularly in terms of obtaining traditional reference assistance. Students anywhere can still benefit from the guidance that reference librarians are able to provide in retrieving relevant, accurate, and authoritative information. One new initiative at Kent State University is to provide virtual reference service to students at remote locations using real-time videoconferencing. This session will discuss the practical as well as the technical aspects of our experiences.

ALAO Annual, Oct. 26, Our setting: Desktop H 323

ALAO Annual, Oct. 26, Shared windows…

ALAO Annual, Oct. 26, More shared windows…

ALAO Annual, Oct. 26, Underway…

7 Background… Student Retention Initiative grant proposal 1. Director, Information Services; Coordinator, Reference Services; Dean, Honors College 2. Promote reference service

ALAO Annual, Oct. 26, Background… Reaching out to off-site users… "Reference work includes the direct, personal aid within a library to persons in search of information for whatever purpose, and also various library activities especially aimed at making information as easily available as possible." -Margaret Hutchins, Introduction to Reference Work (1944) 1. Traditional off-site reference service: Telephone; 2. Recent off-site reference service: Chat; Video/Audio real-time conferencing; 24/7

ALAO Annual, Oct. 26, Background… Pilot target group: Honors College students 1. Good working relationships 2. Attractive environment - library resource room; computer lab; dorms 3. Appropriate networking 4. Meet information needs - individual honors work; senior honors thesis/project

ALAO Annual, Oct. 26, Our service…RefLINK Spring 2001: Introduction of service & staff training 1. Introduce service – Open House 2. 'Name The Service' survey - RefLINK 3. Training - team teaching; observation; group instruction

ALAO Annual, Oct. 26, Our service…RefLINK… Summer 2001: Pilot project with McNair Scholars students 1. Propose support for new service 2. Establish working relationship with students 3. Demonstrate service 4. Get feedback – formal & informal 5. Keep lines of communication open

ALAO Annual, Oct. 26, Our service…RefLINK… Fall 2001: Honors College students 1. 'Food For Thought' lecture series 2. Advertise service - Daily Kent Stater; flyers 3. Promote service - Student reporter

ALAO Annual, Oct. 26, An incoming call…

ALAO Annual, Oct. 26, Would you answer this one?!

ALAO Annual, Oct. 26, Shared whiteboard…

ALAO Annual, Oct. 26, E-boredom…

ALAO Annual, Oct. 26, Two-way whiteboard…

ALAO Annual, Oct. 26, Danger! Video zoom….

ALAO Annual, Oct. 26, Service issues… Training 1. Team teaching 2. Group instruction 3. Observation

ALAO Annual, Oct. 26, Service issues… Staffing 1. Librarians 2. Graduate Reference Assistants (library science students) 3. Library Associates (future)

ALAO Annual, Oct. 26, Service issues… Real-time experiences 1. Types of interactions - in-depth research topics; ready reference; citation verification 2. Problems encountered - technical glitches 3. Lessons learned - learning curve; user acceptance

ALAO Annual, Oct. 26, Service issues… Promotion 1. Daily Kent Stater campus newspaper articles 2. Flyers in Honors College bulletin board and computer lab

ALAO Annual, Oct. 26, Future… 1. Expand to other locations on campus - computer labs; dorms; branch libraries; campus help desk; regional campuses; distance education 2. Expand hours of service - meet needs of students 3. Technology advancements

ALAO Annual, Oct. 26, The technology… 1.Supports high-quality video and audio 2.Can be used with collaboration tools: a.shared whiteboard b.shared browser 3. Point-to-point or multipoint 4. H 323 is the protocol standard for video conferencing-over-IP

ALAO Annual, Oct. 26, Advantages of H 323… 1. No ISDN line charges 2. Informal use by anyone anytime on a desktop PC 3. Less need for expensive special rooms and advance reservations 4. Cheap: a typical PC can be upgraded to a good quality videoconferencing station for $900.00

ALAO Annual, Oct. 26, H 323 v. H 32x 1. H 320 – for ISDN 2. H 321 – for ATM 3. H 322 – for lans with QoS 4. H 323 – for IP

ALAO Annual, Oct. 26, What’s needed… 1. TCP/IP network 2. Switched port is nice 3. High-end PC 4. An H 323 kit 5. MCU gateway for multipoint conferences (and multi-protocol)

ALAO Annual, Oct. 26, What’s in a kit? 1. Software 2. Specialized video card 3. Camera 4. Microphone

ALAO Annual, Oct. 26, Some products… VCON

ALAO Annual, Oct. 26, Products… Teleportec

ALAO Annual, Oct. 26, Products… …another VCON product

ALAO Annual, Oct. 26, Products… …a VCON model for small groups

ALAO Annual, Oct. 26, Products… Metropark Supernova

ALAO Annual, Oct. 26, Our VCON model Start up…

ALAO Annual, Oct. 26, Some settings…

ALAO Annual, Oct. 26, More settings…

ALAO Annual, Oct. 26, Tricky technical issues… 1. Shared resolution 2. Feedback 3. Application sharing

ALAO Annual, Oct. 26, More Products… 1. Zydacron comCenter Conferencing Room System 2. PictureTel 960 & 970 Videoconferencing Systems 3. Polycom ViewStation H.323

ALAO Annual, Oct. 26, Gateways and gatekeepers… 1. Multi-protocol: Between H323 (IP,) H320(ISDN,) H321 (ATM) 2. Multi-point: More than two participants 3. MCU = Multipoint Control/Conferencing Unit

ALAO Annual, Oct. 26, Gateway products… 1. First Virtual 2. Cisco 3. Radvision ucts%2BOverview

ALAO Annual, Oct. 26, Basics of H University of Illinois at Chicago 2. Synetrix g.htm 3. IMTC ( International Multimedia Telecommunications Consortium )

ALAO Annual, Oct. 26, Bibliography… Broughton, K. M. (2001). Our experiment in online, real-time reference. Computers in Libraries, 21 (4), Janes, J., et.al. (1999). Digital reference services in academic libraries. Reference & User Services Quarterly, 39 (2), Kasowitz, A., et.al. (2000). Quality standards for digital reference consortia. Reference & User Services Quarterly, 39 (4), Kenney, B. J. (2001). Academic libraries test Web-based reference. Library Journal, 126 (12), 25. Lankes, R. D. et. al. (Eds.). (2000). Digital reference service in the new millennium: Planning, management, and evaluation. New York: Neal- Schuman.

ALAO Annual, Oct. 26, Bibliography…continued… Lipow, A. G. (1998). Reference service in a digital age. Reference & User Services Quarterly, 38 (1), Meola, M. & Stormont, S. (2000). Real-time reference service for the remote user: From the telephone and electronic mail to Internet chat, instant messaging, and collaborative software. The Reference Librarian, no , Oder, N. (2001). The shape of e-reference. Library Journal, 126 (2), Schneider, K. G. (2000). The distributed librarian: Live, online, real-time reference. American Libraries, 31 (10), 64.

ALAO Annual, Oct. 26, Bibliography…continued… Sloan, B. (2001). Ready for reference: Academic libraries offer live web-based reference: Preliminary report. Retrieved October 15, 2001 on the World Wide Web: Tenopir, C. (2001). Virtual reference services in a real world. Library Journal, 126 (12), Weissman, S. (2001). Considering a launch? Library Journal, 126 (2), 49. Wolf, L. C. (1999). Multimedia applications in heterogeneous Internet/ATM environments. Internet Research: Electronic Networking Applications and Policy, 9 (1),

ALAO Annual, Oct. 26, Contact info… Virtual Reference Service: Our Real-time Experience at Kent State University Leela BalrajTom Klingler Information Services LibrarianAssistant Dean for Systems Reference Dept.Kent State University Kent State University P.O. Box 5190 P.O. Box 5190Kent, OH Kent, OH 44242Voice: Voice: Fax: Fax:

ALAO Annual, Oct. 26, Thanks…