1. Digital Reference: Collaborations, Big and Small Alice K. Kawakami Kay Deeney Shirley David MLGSCA Program Meeting Scottsdale, AZ December 11, 2002

2. 2 Agenda 1:00-2:00 Introduction Discussion Session 1 2:00-2:15 Academic Collaboration 2:15-2:30 Medical Collaboration 2:30-2:45 Break 2:45-3:15 Law Collaboration 3:15-3:45 Management Issues Discussion Session 2 3:45 4:00 Wrap-up

3. Introduction to Digital Reference Alice K. Kawakami Program Director for Digital Reference University of California, Los Angeles

4. 4 What is it? Allows librarians and users to communicate in real-time Walk users through web sites and searches Assist in filling out forms Explain or demonstrate resources

5. 5 Why use it? Immediate help when its needed Interactive, collaborative help Extends service beyond regular hours Extends staffing Extends service beyond the building Targets specific populations or resources

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9. 9 Select libraries Librarians window

10. 10 Librarians messages Push web pages Scripts Chat

11. 11 Users browser window User types here

12. 12 To Escort

13. 13 Time online Collaborative browsing window Scripts Chat

14. 14 Conference or Transfer Bookmarked websites

15. 15 Resolution codes

16. 16 Users pop-up evaluation form

17. 17 Discussion Session 1 Compare and contrast Traditional Reference with Digital Reference Services Comment on communication styles, reference interview, interpersonal contact, feedback and limitations, follow-up

18. 18 Academic Collaboration: The UCLA Project Pilot projects each quarter beginning in Spring 2001-Summer 2002 Tested various hours, staffing configurations and locations Number of calls increases every quarter Input into software development

19. 19 Pilot Project 1-Spring 2001 Hard to find the online librarian icon Lack of publicity What we learned How do deal with technical challenges Most questions were general rather than subject-specific Users very tolerant of experimental technology

20. 20 Pilot Project 2 - Summer 2001 Centralized service Icon more visible–now on main library home page Evening hours: 6 PM-9 PM, Monday- Thursday Tested DSL, cable modem and 56K dialup from home

21. 21 Pilot Project 3 - Fall 2001 Split hours:Monday-Thursday 2-4 PM and 6-8 PM Coverage by units and individual volunteers Average length of call 18 minutes 80 % of users are UCLA-affiliated

22. 22 Pilot Project 4 - Spring 2002 Hours more consistent: Monday- Thursday 9-5, Friday 9-2 Median length of time for transactions becomes shorter 52% of callers are undergraduates New software allows multiple callers

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24. 24 Sample Questions I'm trying to find the journal, "Clin Pharmacol" online. Where should I go? I'm trying to find psych scales and the associated article. I'm having a difficult time using Orion and PsycInfo. Is there a more efficient way to find these articles?

25. 25 Where can I find a large image of the circulatory system online? Is there a medical encyclopedia or dictionary that will have such an image? Which database do I use to search for (Activity-dependent development of neuronal circuits)? Which database is best to search for neuroscience journals?

26. 26 I'm having trouble finding psychological journal articles on the social behavior of squirrels.