Evaluating the Need for an Electronic Reference Service Renae Barger, MLIS Health Sciences Library and Biomedical Informatics Trainee* Health Sciences Library System University of Pittsburgh Nancy Tannery, MLS Assistant Director for Information Services Health Sciences Library System University of Pittsburgh * supported by NIH Grant No. 5 T15 LM from the National Library of Medicine.

Outline About HSLS Purpose of this study Ask-A-Librarian feature via Ovid Types of questions received Questions unrelated to an Ovid search Conclusions

Health Sciences Library System University of Pittsburgh Six Schools of the Health Sciences –2,400 faculty –3,800 students –2,200 staff UPMC Hospitals –More than 5,000 physicians –More than 35,000 staff

Health Sciences Library System University of Pittsburgh Three Libraries –Falk Library of the Health Sciences –Western Psychiatric Institute and Clinic Library –UPMC Shadyside Libraries James Frazer Hillman Health Sciences Library Hopwood Library

Purpose of this study Current electronic reference services –Liaison program No visible Ask-A-Librarian feature –Only available via Ovid IP/Password authentication required Limited to HSLS users Examine the types of questions submitted via Ovid –Will HSLS users benefit from an expanded reference service?

Ask-A-Librarian via Ovid

Questions rotated to reference librarians Responses sent within 24-hours

Types of questions received 111 Ask-A-Librarian questions –16-month time frame (July 2001-Oct. 2002) Categorized –Technical –Quick-Reference –In-depth Reference

Types of questions received

Technical Questions 27 out of 111 (24%) Addressed techniques of using Ovid “How do I establish an Auto Alert?” “How do I print an article in PDF from Ovid?”

Technical Questions “Whenever I open the main search page, it begins with keyword/subject. If I click author, enter author, and search, it comes back to the main search page showing keyword/subject. Is there a way I can do multiple author searches without reselecting author?”

Quick-Reference Questions 47 out of 111 (42%) Simulated general reference questions received at the reference desk –Estimated to take less than 15 minutes

Quick-Reference Questions “What journals are included under the limitation ‘AIM’ and can I get a list of these journals?” “How do I perform a search only in nursing databases?”

Quick-Reference Questions “I know Ethel Siris published an article in JAMA in 2001 on osteoporosis. How do I find this reference in Ovid?” “Does the library have the American Journal of Emergency Medicine (15: , 1997)? I was unable to locate it using Ovid.”

In-Depth Reference Questions 37 out of 111 (33%) Simulated more time-consuming reference questions received at the desk “I am looking for studies that examine the validity and reliability of reviewing internal medicine residents’ documentation skills. I cannot find the correct search terms for documentation or written records. Suggestions? Thanks.”

In-Depth Reference Questions “I am trying to find articles in which physicians who have cancer, or other medical problems, describe their experiences of being a patient. What keywords should I use?” “I am looking for any and all publications addressing the need…or identifying that there is no need for MD’s to titrate dosages of ACE Inhibitor therapy with positive urine microalbumins.”

Questions Unrelated to an Ovid Database Search 32 out of 84 total reference questions (38%) –Quick reference and in-depth reference –Technical questions not included The patron has returned to ask a question The patron has decided to ask a question since the feature was visible

Questions Unrelated to an Ovid Database Search

“Someone told me that you can access PowerPoint presentations that other people have done on certain topics. I am organizing one on the female athlete triad and would love to see how others did it and see what pictures they used. Can you point me in the right direction? Are there copyright issues?”

Questions Unrelated to an Ovid Database Search “Are there any reference books on the progress of women’s health from 1979 to today?” “I am trying to see if PittCat would have copies of the Beck Depression Inventory (BDI) Scoring Manual. I do not need articles. I need the scoring manual.”

Questions Unrelated to an Ovid Database Search “Would you be able to provide me with the pagination and chapter authors (if different from the main author) of the chapter ‘Providing Medications and Intravenous Therapy’ from the following book on the shelf at Falk library?”

Conclusions Patrons are using Ask-A-Librarian for more than Ovid database questions –Patrons may not know about this feature in Ovid –The library may be missing an opportunity –Need exists for an expanded reference service Other considerations –Time of day requests were sent during normal reference hours

Conclusions Considerations for the future –Visible Ask-A-Librarian feature HSLS homepage Menu bar –Web forms –Virtual chat