1. Digital Reference: Issues, Implications, & Impressions Roy Tennant California Digital Library

2. An Explanation... zI support digital, global, 24x7 reference efforts zI will focus on issues and possible problems so that we are better prepared to avoid or deal with them zGot it?

3. Outline zEmail Reference Issues zReal-Time Digital Reference Issues z24x7 Reference Issues zGlobal Reference Issues zGeneral Issues zWinning Strategies zRisks of Failure zImplications of Success

4. Email Reference Issues zNo visual cues zTime delay zDifficulty in conducting a reference interview

5. Real-Time Digital Reference Issues zNo visual cues zNot everyone is articulate (or fast) at a keyboard zIt is difficult to say “look at this” for print materials zIt may be more difficult to keep the patron happy (busy) while we try to find the answer to the question (remember, no visual cues)

6. 24x7 Reference Issues zIf in the same time zone, who wants to work the graveyard shift? zIf not the same time zone, good coordination, planning and management across state and country boundaries is essential, and … zEquity issues will arise: will we answer more questions than they do?; does it cost more in Australian $ to answer a question than in US $? Will our local users suffer?

7. Global Reference Issues zDifferent cultural backgrounds zLanguage differences zReference tool differences zMundane but frustrating issues: paper sizes, etc. zPatron/Librarian disconnect — patron assuming proximity of the librarian

8. Global Reference Issues cont’d zWe know less about other countries than they know about us (and television is only partly to blame) A little test: what office holds executive power in Australia? So how are we to help their patrons? zThe U.S. is idiosyncratic (does “metric system” ring any bells?) and myopic and we’d better figure out how to deal with it

9. General Issues zNot all reference is created equal zBut…some is better than none

10. Winning Strategies zEstablish protocols (what to answer, when and how to refer, etc.) zCreate a common digital “ready reference” collection for digital reference librarians zCreate a “fail-over” methodology zTrain all participants & offer cross- training/fellowships zAcademic libraries may be most successful with subject-based reference networks

11. Winning Strategies cont’d zCreate or use an existing directory of reference network member library web sites and catalogs (e.g., http://www.libdex.com/) zCreate cheat sheets for searching catalog systems of member sites, common databases, etc. zSet up librarian workstations to scan and share pages from print materials zCreate “instant consoles”

12. The “Instant Console” zPatron is linked to home library by entering patron number or some other identifier when asking a question zWhen the request comes in, the librarian automatically sees the console for that library (created by local staff) zThe console includes search boxes for the library’s catalog and web (or links) and links to key resources

13. Risks of Failure zIt will be more difficult to try again zOthers now in the online question- answering space will have more time to solidify their hold zOur users needs will continue to go unfulfilled zWe’ll look stupid! (just kidding…)

14. Implications of Success zPatron expectations will exceed our ability to deliver (so what else is new?): yAny book, any time, anywhere, at little or no cost zThere will be no going back