The world’s libraries. Connected. Convergence & Synergy: Social Q&A Meets Virtual Reference Services ASIS&T, 75 TH Annual Meeting 30 October 2012

Slides:

Advertisements

Similar presentations

What Ohio Librarians Want to Know About College and University Faculty and Student Users Chandra Prabha, OCLC Lynn Silipigni Connaway, OCLC Brenda Dervin,

Advertisements

An Overview of the IMLS Project: Sense-making the information confluence: The whys and hows of college and university user satisficing of information needs.

Virtual Windows: Observing Chat Reference Encounters through Transcript Analysis Lynn Silipigni Connaway, Ph.D., Marie L. Radford, Ph.D. Lawrence Olszewski,

Seeking Synchronicity: Evaluating Virtual Reference Transcripts Presented by Marie L. Radford and Lynn Silipigni Connaway 2006 ALISE Conference San Antonio,

Seeking Synchronicity: Evaluating Virtual Reference Transcripts Presented by Lynn Silipigni Connaway OCLC Members Council February 14, 2006.

Getting Better All the Time: Improving Communication & Accuracy in Virtual Reference Reference Renaissance: Current and Future Trends Denver, CO August.

Thriving on Theory: A New Model for Synchronous Reference Encounters Marie L. Radford, Ph.D. Associate Professor, Rutgers, The State University of NJ Lynn.

CREATing a New Theoretical Model for Reference Encounters in Synchronous Face-to-Face and Virtual Environments Marie L. Radford, Ph.D. Associate Professor,

Relational Communication in Chat Reference Marie L. Radford and Lynn Silipigni Connaway New Jersey Communication Association Montclair State University,

Meeting the Information Needs of College and University Users: Preliminary Results of a Two-Year, Multidisciplinary User Investigation NFAIS 47 th Annual.

The Whys & Hows of Students & Faculty Finding What They Want Insights from interviews* Iowa OCLC Users Group Conference May 27, 2005 Lynn Silipigni Connaway,

Reflections of Reference Practice: Analyzing Virtual Reference Transcripts Presented by Marie L. Radford and Lynn Silipigni Connaway 2007 ALISE Conference.

Seeking Synchronicity: Evaluating Virtual Reference Transcripts Presented by Lynn Silipigni Connaway and Marie L. Radford QuestionPoint Users Group Meeting.

ARE WE GETTING WARMER? QUERY CLARIFICATION IN VIRTUAL REFERENCE Marie L. Radford Lynn Silipigni Connaway Library Research Round Table ALA Annual Conference.

PLA National Conference Minneapolis, MN March 25-29, 2008 Exceeding Expectations: E-Reference Excellence in Collaborative VR Lynn Silipigni Connaway, Ph.D.

Users and Librarians Reveal Critical Factors for Virtual Reference Service Excellence Lynn Silipigni Connaway, Ph.D. Marie L. Radford, Ph.D. Best Practices.

Library Research Round Table ALA Annual Conference Anaheim, CA June 26-July 2, 2008 I Find What I Need Behaviors and Information-Seeking Preferences of.

The world’s libraries. Connected. User-centered Decision Making: A New Model for Developing Academic Library Services & Systems Helsinki, Finland 12 August.

ALA Annual 2014 Las Vegas, NV June 30, 2014 Lynn Silipigni Connaway, Ph.D. Reordering Ranganathan: Shifting User Behaviors, Shifting Priorities Senior.

OCLC Research Webinar November 15, 2011 Lynn Silipigni Connaway, Ph.D. Senior Research Scientist OCLC Research Marie L. Radford, Ph.D. Associate Professor.

Shared Expectations: Getting Comfortable, and Providing Quality Service in Cooperative Virtual Reference Lynn Silipigni Connaway Marie L. Radford Best.

11 Collaboration and Crowdsourcing: Synergistic Solutions for Sustainable Virtual Reference, an Analysis of Critical Incidents Marie L. Radford, Ph.D.,

Marie L. Radford, PhD, Rutgers University & Lynn Silipigni Connaway, PhD, OCLC Presented at the Fifth Annual iConference University of Illinois at Urbana-Champaign.

Marie L. Radford, Ph.D. Associate Professor Rutgers, The State University of New Jersey Lynn Silipigni Connaway, Ph.D. Senior Research Scientist OCLC Reference.

Implementing A Context-Sensitive Chat Reference Service Krisellen Maloney Dean of Libraries University of Texas at San Antonio Jan Kemp Assistant Dean.

Evaluation of NCknows, a Statewide Collaborative Chat Reference Service: What Users and Others Told Us Charles R. McClure, Francis Eppes Professor, and.

Mixed Emotions: The Affective Experience of Librarians During Virtual Reference Instructional Work Susan Wengler Ph.D. Student Rutgers, The State University.

NCknows Evaluation Overview Jeffrey Pomerantz, Lili Luo School of Information & Library Science UNC Chapel Tapping the vast reservoir of.

© Tefko Saracevic, Rutgers University 1 EVALUATION in searching IR systems Digital libraries Reference sources Web sources.

The Subject Librarian's Role in Building Digital Collections: Where Information Management and Subject Expertise Meet Ruth Vondracek Oregon State University.

National Science Foundation: Transforming Undergraduate Education in Science, Technology, Engineering, and Mathematics (TUES)

The world’s libraries. Connected. Using Virtual Reference Services to Embed the Library in the Academic Workflow Gramado, Brazil September 19, 2012 The.

Evaluation of Information Sources and Reference Services Dr. Dania Bilal IS 530 Fall 2006.

Selection & Evaluation of Information Sources and Services Dr. Dania Bilal IS 530 Fall 2009.

Changing Information Behaviours: Making Library Content Appeal to Digital Information Seekers Dr. Lynn Silipigni Connaway Senior Research Scientist OCLC.

Creating Chat Connections: E-valuating Virtual Reference Transcripts Marie L. Radford ACRL Delaware Valley Chapter November 2, 2007.

Extending Our Virtual Reach: A Longitudinal Study of Query Type & Accuracy in Live Chat & IM Reference Marie L. Radford, Ph.D., Rutgers University Lynn.

Facilitate Open Science Training for European Research Where Librarians can learn and teach Open Science for European Researchers LIBER 2015 London,

The world’s libraries. Connected. Conceptualizing Collaboration & Community in Virtual Reference & Social Q&A Marie L. Radford, Ph.D. Chair, Dept. of Library.

Ask A Librarian and QuestionPoint: Integrating Collaborative Digital Reference in the Real World (and in a really big library) Linda J. White Digital Project.

Seeking Sustainability & Singularity: Evaluating Virtual Reference From User, Non-user, & Librarian Perspectives Presented by Marie L. Radford and Lynn.

Understanding Virtual Users: Connecting Research to Practice Lynn Silipigni Connaway Consulting Research Scientist Clifton Snyder Software Engineer October.

Education and Outreach Goals Increase Audience Awareness Facilitate Audience Engagement Along a User-Contributor Continuum Support Audience Needs.

The world’s libraries. Connected. Social Q&A Meets Virtual Reference Services Convergence and Synergy: ASIS&T, 75 TH Annual Meeting 30 October 2012

Using Bibliographic Software as a Tool for Promoting Academic Integrity Amongst Undergraduate Students: A Case Study Debbie Booth Faculty Librarian – Engineering.

The world’s libraries. Connected. Qualitative Inquiry in Social and Cultural Contexts The Critical Incident Technique CoLIS, Copenhagen, Denmark August.

D AFFODIL Strategic Support Evaluated Claus-Peter Klas Norbert Fuhr Andre Schaefer University of Duisburg-Essen.

Barbara F. Schloman, Ph.D., TRAILS Project Director Julie A. Gedeon, Ph.D., TRAILS Assessment Coordinator Kent State University Libraries and Media Services.

National Center for Supercomputing Applications Barbara S. Minsker, Ph.D. Associate Professor National Center for Supercomputing Applications and Department.

Education and Outreach Overview Susan Van Gundy Core Integration NSDL Central Office, UCAR.

Click, Call, or Come on In! Connecting to Millennials in FtF & VR Encounters R U Communicating? Speaking the Language of Millennials ACRL, University Library.

#vandr Chicago October 22, 2015 Visitors and Residents: A Mapping Exercise Lynn Silipigni Connaway, PhD Senior Research Scientist William Harvey, PhD Consulting.

ASK?AWAY USERS GROUP October 19, 2006 AGENDA Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives.

College Level Cooperatively Taught Information Literacy and Subject Area Course Background and Assignments.

On Virtual Face-Work: An Ethnography of Two Live Chat Reference Interactions Marie L. Radford, Ph.D., Rutgers University, New Jersey Gary P. Radford, Ph.D.,

Tracking Metadata Use for Digital Collections Ellen Knutson, Carole L. Palmer, Michael Twidale Graduate.

E-Valuating Virtual Viewpoints: User, Non-User, and Librarians Perspectives on Live Chat-Based Reference Marie L. Radford, Ph.D. Associate Professor, Rutgers,

The world’s libraries. Connected. “How much change do you get from 40$?”

IMLS’s Role in Developing Competences in the Digital Age Martha Crawley Institute of Museum and Library Services Libraries in the Digital Age May 27, 2004.

Preliminary Findings Baseline Assessment of Scientists’ Data Sharing Practices Carol Tenopir, University of Tennessee

The world’s libraries. Connected. “You don’t want to be a dead-end” VRS Librarians on Collaboration & SQA iConference 15 February 2013

ALISE Philadelphia 9 January 2008 Users and Librarians Engaging in Virtual Spaces: Using Critical Incidents to Inform Practice and Education in Chat Reference.

IMLS is an independent grant-making agency fostering leadership, innovation and lifetime learning by supporting museums and libraries.

1 June 2013 Engaging users: initiatives and challenges in VNU-HCM Central Library.

Individualized research consultations in academic libraries: Useful or useless? Let the evidence speak for itself Karine Fournier Lindsey Sikora Health.

Getting Started: Beginning the Assessment Cycle in a New STEM Class

Collaboration and Crowdsourcing: Synergistic Solutions for Sustainable Virtual Reference, an Analysis of Critical Incidents Marie L. Radford, Ph.D., Rutgers.

Selection & Evaluation of Information Sources and Services

VALE Annual Users’ Conference

Presentation transcript:

The world’s libraries. Connected. Convergence & Synergy: Social Q&A Meets Virtual Reference Services ASIS&T, 75 TH Annual Meeting 30 October Chirag Shah Assistant Professor Rutgers University Marie L. Radford Associate Professor Rutgers University Lynn Silipigni Connaway Senior Research Scientist OCLC

The world’s libraries. Connected. Where We Are Now

The world’s libraries. Connected. Current Model of Virtual Reference Services (VRS) Question POSITIVES 20+ years High quality/accurate Professionals Consortium collaborations CHALLENGES Funding cuts Monolithic Collaboration limited beyond consortia Underutilized Answer

The world’s libraries. Connected. Social Question & Answer (SQA) POSITIVES Community-based Collaborative Publicly available Low cost Quick turnaround Easy build-up of social capital CHALLENGE No guarantee of quality of answers Some questions receive no answers

The world’s libraries. Connected. Convergence of VRS & SQA Similar components Previous efforts Slam the Boards Enquire Rated best answer 79% of time Collaboration possibilities intriguing

The world’s libraries. Connected. Cyber Synergy: Seeking Sustainability through Collaboration between Virtual Reference & Social Q&A Sites Partners: OCLC & Rutgers Funded by IMLS for $250K 2-year project

The world’s libraries. Connected. Research Questions What is the effectiveness of various VRS & SQA services, quality of content provided, & their relative merits & shortcomings? How does accuracy compare between VRS & SQA sites? What lessons can be learned from SQA sites that could be applied to VRS & vice-versa? How can VRS become more collaborative, within & between libraries, & tap more effectively into librarian’s subject expertise? How can we design systems & services within & between VRS & SQA for better quality & sustainability?

The world’s libraries. Connected. Project Phases Phase IPhase II Phase III Transcript analysisTelephone InterviewsConstructing Design Specifications

The world’s libraries. Connected. Phase I: VRS & SQA Transcript Analysis 560 transcripts (296,158 total) 350 live chat 210 Qwidget (IM) 11 coding schemes 1000 Q&A pairs from Yahoo Answers! (>1 million total)

The world’s libraries. Connected. Phase I: Transcript Analysis – Preliminary Results Subject - Dewey Decimal Classification Broad range Social sciences & technology - largest percentages Type of Question Procedural & Ready Reference largest percentages Accuracy 90% accurate for Ready Reference 75% correct with citation included Difficulty READ Scale (Gerlich & Berard, ‘07) Most questions fall 2-3 on READ scale (require some effort & time)

The world’s libraries. Connected. Phase II: Telephone Interviews Librarians 50 VRS librarians Users VRS 50 QP live chat & Qwidget users SQA 50 services users & expert users

The world’s libraries. Connected. Phase II: VRS & SQA Phone Interview Demographics Librarians 18 academic 16 other VRS/SQA Users 5 VRS only 12 SQA only 56 used both Participant geographic distribution Librarian VRS/SQA User

The world’s libraries. Connected. Phase II: SQA FtF Interview Demographics 36 SQA student users 24 undergraduate 12 graduate 10 subject librarians Major themes Important for success Topic Length Visibility Timeliness Clarity Availability Verifiability Relevance, quality, & satisfaction on equal planes

The world’s libraries. Connected. Phase II: SQA Interview Analysis Exploratory Uses & experiences in physical & digital libraries & SQAs Preliminary results “Goodness” of answers Synergy of SQA & VRS Collaboration Leverage subject knowledge

The world’s libraries. Connected. Phase II: Librarian Interviews 34 phone interviews conducted to date Major themes Draft coding scheme developed Important Attaining sustained user satisfaction Teaching search strategies Better via electronic media Cite sources

The world’s libraries. Connected. The Takeaway

The world’s libraries. Connected. Goals & Impact on VRS/SQA Services Improve underutilized services Understand how to leverage librarian subject expertise through virtual collaborations Develop guidelines for practice Make recommendations for evaluation of VRS & SQA Inform systems design Connect potential users with SQA services & VRS

The world’s libraries. Connected. Next Steps

The world’s libraries. Connected. Next Steps Further analysis of SQA questions Subject Question Type Questions failing to obtain answers Continue interviews VRS/SQA users VRS librarians Conduct design sessions with experts Specifications for system design ANSWERS(0) Answer Question Nee help with English please?

The world’s libraries. Connected. Funding & Acknowledgements Cyber Synergy: Seeking Sustainability through Collaboration between Virtual Reference and Social Q&A Sites $250,000 for Funded by IMLS, OCLC, & Rutgers University Co-PIs Marie Radford (RU), Lynn Silipigni Connaway (OCLC), & Chirag Shah (RU) We thank Eric Choi, Alyssa Darden, Kathy Juliano, Vanessa Kitzie, Hanna Lee, and Stephanie Mikitish for their assistance in coding, analysis, and data presentation.

The world’s libraries. Connected. Selected Bibliography Connaway, L. S. & Radford, M. L. (2011). Seeking Synchronicity: Revelations and recommendations for virtual reference. Dublin, OH: OCLC Research. Retrieved on February 26, 2012 from Radford, M. L., & Connaway, L. S. (forthcoming). Not dead yet! A longitudinal study of query type and ready reference accuracy in live chat and IM reference. Library & Information Science Research, 35(1). Radford, M. L., & Connaway, L. S. ( ). Seeking synchronicity: Evaluating virtual reference services from user, non-user, and librarian perspectives. Funded by National Leadership Grants for Libraries program of the Institute of Museum and Library Services (IMLS). Retrieved from Radford, M. L., Connaway, L. S., Confer, P., Sabolsci-Boros, S., & Kwon, H. (2011). “Are we getting warmer?” Query clarification in live chat virtual reference. Reference & User Services Quarterly, 50(3), Radford, M. L., Connaway, L. S., & Shah, C. ( ). Cyber Synergy: Seeking sustainability through collaboration between virtual reference and social Q&A sites. Retrieved from Shah, C., & Kitzie, V. (2012). Social Q & A and virtual reference-comparing apples and oranges with the help of experts and users. Journal of the American Society for Information Science and Technology, 63(10),

The world’s libraries. Connected. Questions? Marie L. Radford: Lynn Silipigni Connaway: Chirag Shah: ? ? ? ? ? ? ? ?