Digital Reference Services in the Public Library Nancy O’Neill Santa Monica Public Library

MCLS 247 Reference Project Information: Susan McGlamery eGain Interactive Software Overview

Logging in Starting a session Using eGain Interactive Software

Monitoring the libraries’ Waiting Rooms

Waiting Room Client information

Shared Content Area Controls Librarian’s Window

Participants, Chat, Scripts, Web Pages Librarian’s Tools

Chat Share Web pages Librarian’s Chat and Shared Pages Window

Client’s Window From the Library Web page To the interactive connection

Client’s dialog box Client’s Web page Client’s Window

Client’s question

Escorting the Client

Ending the session Client’s transcript of the session

How Digital Reference Works in the Public Library Nancy O’Neill Santa Monica Public Library

Some Preliminary considerations How does digital reference service fit into the library mission? Is there “buy-in” from administration and staff? How does digital reference fit into the institutional culture? Does the appropriate technology infrastructure exist?

Digital Reference at Santa Monica Public Library reference through Santa Monica Public Electronic Network (PEN) July 2000 Interactive reference through Metropolitan Cooperative Library System 24/7 Reference Service March 2000 Collaborative Digital Reference Service through Library of Congress initiative

Organization Services Staff Schedule Training Policies Evaluation

Services reference service –emulates reference desk model –no extensive research –document delivery available –universal service; no authentication required

Services Interactive reference service –emulates telephone reference model –emphasis on ready reference using Web and electronic resources –document delivery available –universal service; no authentication required presently

Services CDRS –emulates reference desk service –emphasis on full range of library resources –document delivery available –universal service

Staff Professional librarians Experienced in all phases of reference work Comfortable and skilled with technology Fearless! Risk-takers.

Schedule Test client preference Coordinate with consortium Rotate staff assignments –Reference Desk –Telephone Reference –Virtual Reference

Training Rethink the reference interview Set service guidelines; strive for consistent quality Be aware of licensing issues for electronic resources Plan on frequent training reviews Understand that digital reference requires a different skill set

Policies Maintain a frequently updated set of written policies Coordinate digital reference policies with those of other reference services Consider the values and culture of the institution

Evaluation Develop evaluative instruments for staff and clients Try a use survey Randomly check responses sent to clients for quality control Use evaluations as a training and planning tool

Implications of Digital Reference Services in a Public Library What happens to traditional “core service” concepts ? Can the institution reallocate resources? Can staff make the transition? When will the institution see the benefits?