Presentation is loading. Please wait.

Presentation is loading. Please wait.

Remote Electronic Reference Eileen G. Abels College of Information Studies University of Maryland Prepared for SLA Annual Conference June12, 2000.

Similar presentations


Presentation on theme: "Remote Electronic Reference Eileen G. Abels College of Information Studies University of Maryland Prepared for SLA Annual Conference June12, 2000."— Presentation transcript:

1 Remote Electronic Reference Eileen G. Abels College of Information Studies University of Maryland Prepared for SLA Annual Conference June12, 2000

2 Overview of Presentation n Topics to cover –Remote reference overview –Approaches to e-mail reference Receiving requests Clarifying requests Delivering final product –Future trends

3 Source of Information for Presentation n Literature review n Research n Student research: –Karen Huffman –Marlee Grantham –Kreg Purcell

4 Remote Reference n Letter n Fax n Telegram n Telephone n Electronic –Asynchronous E-mail, Internet/ Intranet Forms –Synchronous Real Time, Video-conferencing, Chat

5 Issues in offering Remote Electronic Reference Services n Need to negotiate request n Need for immediate response or acknowledgement n Importance of non-verbal communication n Need for brief instructions and explanation of service n Need to gather statistics

6 Trends in E-mail Reference n Current Usage –Academic Libraries High usage and Innovative usage –Public Libraries Increasing but not widely adopted nationwide –Special Libraries Wide use of e-mail n Complements in-person and telephone reference (ranges from 1% -80%)

7 E-mail Reference: Receiving Requests n Free-form: Via e-mail with no form to guide patron/user. May not be a formal e-mail service n Free-form with instructions: Via e-mail without form but prior instructions provided (on Internet or Intranet, in newsletter, etc.) n Form –Structured Form or Loose Form

8 Which to Choose Depends Upon: n Size of organization n Diverse versus homogeneous user group n Use of common sources n Depth of understanding of user group n Nature of work –confidentiality –deadlines

9 E-mail Reference Without a Form n Try to be systematic in interaction with patron/user n Make assumptions only when you are confident n Know when to turn to another medium –if not successful after one exchange, switch

10 Request Form n Contents –Contact & personal data –Subject information –Information requirements –Delivery of search results n Trend toward implementation of a form n Form may incorporate mechanism for gathering statistics

11 E-mail Reference: Clarification of Request n How to contact patron/user? –E-mail –Telephone –In-person

12 Which Method to Use to Clarify the Request? n Depends on the nature of the question and point(s) needing clarification n Depends on the organizational structure: –Academic and public tend to use e-mail. –Special Libraries used the telephone most often.

13 E-mail Reference: Delivery of Final Product n Options –E-mail attachment –Lotus Notes –Links to html documents –Hard Copy via mail, overnight service, fax, interoffice –Telephone response (short, factual) n CAUTION: Comply with copyright law

14 Limitations to E-mail Reference Services n Technological –Attachments –Compatibility of systems –Remote access n User Expectations –24 X 7 –Speed of response –Everything available in electronic form

15 Remote Reference Policy n Important to develop a policy –Turn-around time –Limitations (no long distance calls) –Types of questions –User groups to whom service is offered –Explanation of delivery limitations n Important to make the policy accessible –may post on web site

16 What Does the Future Hold for Electronic Remote Reference Services? n Will be used more widely n E-mail will remain popular n Will change with new and cheaper technologies n Interactive remote electronic reference –TalkBack, Instant Messaging, Microsoft Net Meeting –Video Conferencing (CU-SeeMe)


Download ppt "Remote Electronic Reference Eileen G. Abels College of Information Studies University of Maryland Prepared for SLA Annual Conference June12, 2000."

Similar presentations


Ads by Google