1. Peter.Lindgren@arbetslivsinstitutet.se Internet reference chat – the Phibi adventure l Peter.Lindgren@arbetslivsinstitutet.se l Swedish National Institute for Working Life l www.arbetslivsinstitutet.se/biblioteket

2. Peter.Lindgren@arbetslivsinstitutet.se National Institute for Working Life n National centre of knowledge for issues concerning working life n Research and development n Increased knowledge of and in working life

3. Peter.Lindgren@arbetslivsinstitutet.se i

4. The Library n Staff, collection n National services n Main user groups n Arbline

5. Peter.Lindgren@arbetslivsinstitutet.se

8. PHIBI Personlig Hjälp I BIblioteket

9. Peter.Lindgren@arbetslivsinstitutet.se WHY?

10. Peter.Lindgren@arbetslivsinstitutet.se n Need for better and instant user interaction n Putting hidden knowledge on the Internet n Our users already using Internet as a tool for communication n Our website is our first and only contact with many users

11. Peter.Lindgren@arbetslivsinstitutet.se Questions and Concerns

12. Peter.Lindgren@arbetslivsinstitutet.se

13. Workload and stress

14. Peter.Lindgren@arbetslivsinstitutet.se Training and usage n How should we train the librarians? n Staff not getting enough time to learn the new technical issues

15. Peter.Lindgren@arbetslivsinstitutet.se What is all about ?

16. Peter.Lindgren@arbetslivsinstitutet.se Training – skills required n Typing skills n Computer skills - technical n Online skills - tools n Online communication skills – people n Multi-tasking skills

17. Peter.Lindgren@arbetslivsinstitutet.se Skills expected n Omniknowledge n Digital legs n Fast, faster …

18. Peter.Lindgren@arbetslivsinstitutet.se

20. UserLibrarian Webbrowser Chat client mIRC IRC-server WWW-server Java -applet roBot Pager Push Queue Log

21. Peter.Lindgren@arbetslivsinstitutet.se

31. Setting up a code of practice n Language and ethics n Ambition - what kind of questions do we answer and how?

32. Peter.Lindgren@arbetslivsinstitutet.se

33. Usability issues l Users dont use the common chatroom as we thought they might do l Maximum of two simultaneous users l Time factor important for understanding l Pushing pages

34. Peter.Lindgren@arbetslivsinstitutet.se

35. Organisational issues l Difficult to do work that demands concentration at the same time as being on phibi schedule l Schedule – now two hours l Internal communication facilitated l Continous training and awareness of reference tools important

36. Peter.Lindgren@arbetslivsinstitutet.se

37. 1 3 7 0 6 2 5 8 9 4

38. Peter.Lindgren@arbetslivsinstitutet.se ?

39. Other applications n Classroom chats n Expert chats n As customer support in other library related functions – bookshop … n Building user communities

40. Peter.Lindgren@arbetslivsinstitutet.se

41. The networked society n Mobility n Instant access n Always 24 h 7 days a week all year n Information n Education

42. Peter.Lindgren@arbetslivsinstitutet.se

43. A Reference Revolution?

44. Peter.Lindgren@arbetslivsinstitutet.se

46. THE END

47. Peter.Lindgren@arbetslivsinstitutet.se Q uestions?

48. Peter.Lindgren@arbetslivsinstitutet.se Internet reference chat – the Phibi adventure l Peter.Lindgren@arbetslivsinstitutet.se l Swedish National Institute for Working Life l www.arbetslivsinstitutet.se/biblioteket