jpom + inls501 + reading   60

Dervin, B., & Dewdney, P. (1986). Neutral Questioning: A New Approach to the Reference Interview. RQ, 25(4), 506-513.
Neutral questioning is a strategy for conducting the reference interview in a way that allows the librarian to understand the query from the user’s viewpoint. Neutral questions are open in form, avoid premature diagnosis of the problem, and structure the interview along dimensions important to the users. Derived from extensive studies into information-seeking behavior, this strategy has now been taught to over a thousand practitioners through workshops developed in 1981. Empirically based research to test the effects of neutral questioning is in progress. Informal evaluation indicates that neutral questioning may become a useful component of in-service training for librarians.
inls501  reading  question  reference 
october 2012 by jpom
Frei, Frances. (2006). Breaking the Trade-off Between Efficiency and Service. Harvard Business Review, 84(11), 92-101.
Customers may arrive at different times, request different kinds of service, possess different capabilities, make varying degrees of effort, and have different personal preferences. Should companies accommodate variability or reduce it? Accommodation often involves asking employees to compensate for the variations among customers--a potentially costly solution. Reduction often means offering a limited menu of options, which may drive customers away. Some companies have learned to deal with customer-introduced variability without damaging either their operating environments or customers' service experiences. Starbucks, for example, handles capability variability among its customers by teaching them the correct ordering protocol. Dell deals with arrival and request variability in its high-end server business by outsourcing customer service while staying in close touch with customers to discuss their needs and assess their experiences with third-party providers. The effective management of variability often requires a company to influence customers' behavior. Managers attempting that kind of intervention can follow a three-step process: diagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.
inls501  reading  services  service_science 
september 2012 by jpom
Kim, S. & Oh, S. (2009). User's Relevance Criteria for Evaluating Answers in a Social Q&A site. Journal of the American Society for Information Science & Technology. 60(4), 716-727.
This study examines the criteria questioners use to select the best answers in a social Q&A site (Yahoo! Answers) within the theoretical framework of relevance research. A social Q&A site is a novel environment where people voluntarily ask and answer questions. In Yahoo! Answers, the questioner selects the answer that best satisfies his or her question and leaves comments on it. Under the assumption that the comments reflect the reasons why questioners select particular answers as the best, this study analyzed 2,140 comments collected from Yahoo! Answers during December 2007. The content analysis identified 23 individual relevance criteria in six classes: Content, Cognitive, Utility, Information Sources, Extrinsic, and Socioemotional. A major finding is that the selection criteria used in a social Q&A site have considerable overlap with many relevance criteria uncovered in previous relevance studies, but that the scope of socio-emotional criteria has been expanded to include the social aspect of this environment. Another significant finding is that the relative importance of individual criteria varies according to topic categories. Socioemotional criteria are popular in discussion-oriented categories, content-oriented criteria in topic-oriented categories, and utility criteria in self-help categories. This study generalizes previous relevance studies to a new environment by going beyond an academic setting.
inls501  reading  socialQ&A  evaluation  user  relevance 
september 2012 by jpom
Shah, C., Oh, S., and Oh, J. S. (2009). Research agenda for Social Q&A. Library & Information Science Research, 31(4), 205-209.
As new venues of information and tools for information access are emerging, people's online information seeking behavior is dramatically evolving. While a majority of well-established and classical models of information seeking and behavior are still valid, there is a growing need to study and explain novel information sources and information seeking behaviors that are unique to these sources. One emerging domain is social question and answer (Q&A). This article develops a research agenda for social Q&A, reviewing recent studies and identifying core issues, questions, and challenges.
inls501  reading  socialQ&A 
september 2012 by jpom
What are some challenges to doing DH in the library? | Miriam Posner's Blog
Having actually done some digital humanities in the library, this attitude frustrates me, though I understand where it comes from. In my experience, many of the barriers to completing digital humanities projects in the library arise not from librarians themselves, but from a set of institutional and administrative factors that will be familiar to most people in Libraryland.
inls501  reading  academic  libraries  digital_humanities  services  adminstration 
september 2012 by jpom
Roy Tennant’s Wake-Up Call to Academic Librarians
Tennant believes librarians need to change the way we interact with our communities. He told us to pare down collections to make space for people. He wants to push librarians out from behind their desks to mingle with the community. Below are some of his key ideas for how to rock the challenges of academic libraries.
inls501  reading  libraries  academic  future  services 
september 2012 by jpom
Defining Public Services for large research libraries « Feral Librarian
For the meeting of the ACRL Public Services Directors of Large Research Libraries Discussion Group at ALA Annual this year, I volunteered to kick off a discussion on how we define “public services”. The topic got listed on our agenda as “Defining Public Service in Large ARL Libraries”, which makes it that much more interesting for someone from Stanford to lead the discussion ;-).
inls501  reading  services  ARL  libraries  academic 
september 2012 by jpom
Rettig, J. (1987). Every Reference Librarian a Reviewer. RQ, 26 (4), 467-76.
The process a reference book reviewer engages in when reviewing a new reference work is very similar to the process a reference librarian engages in, or at least should engage in, when using a reference collection to fulfill a patron's information need. Reference librarians ought to learn each reference work well enough, in effect, to review it for a patron who must judge and use the information a source contains or leads to. Reference librarians have not demonstrated a strong willingness to give such reviews; in fact, some libraries have policies forbidding them to do so in certain cases. The quality oflibrary service will improve if reference librarians come to view this day-to-day, unwritten reviewing of reference works as an essential part of their role as intermediaries between patrons and information sources in all formats.
inls501  reading  reference  review 
august 2012 by jpom
Sessoms, P., & Sessoms, E. (2008). LibraryH3lp: A New Flexible Chat Reference System. code4lib Journal, 4.
LibraryH3lp is an integrated IM and web chat system designed specifically for Virtual Reference services in libraries. The software was designed for, and is currently used by, a night-time chat reference collaboraton between several large academic libraries. LibraryH3lp is designed for the workflow of chat reference, supporting multiple simultaneous operators and routing to queues of operators in a particular service area. It also supports web page embeddable chat ‘widgets’, as well as simultaneous gateways to multiple IM protocols. This article discusses the motivation for the development of the software, and provides an overview of LibraryH3lp’s features and technical architecture. Parts of LibraryH3lp are available as open source. The complete application is available as a low-cost hosted service, and will eventually be available to be licensed for local hosting.
inls501  inls490121  reading  opensource  reference  libraryh3lp  chat  im 
september 2011 by jpom
Bopp and Smith Companion Website
This companion website is intended to serve as a bridge between the 3rd edition and the 4th edition, forthcoming December 2008. The content includes updates to the 3rd edition, and will include supplementary material for the 4th edition.
inls501  reading  reference 
september 2011 by jpom
Durrance, J.C. (1989). Reference success: Does the 55 percent rule tell the whole story? Library Journal, 114(7), 31-36.
This article examines the influence of the setting of the reference interview on the interaction, and accuracy and several other factors associated with librarian behavior on the success of the reference interview... Accuracy, the use of an effective search strategy and providing a satisfactory response were the qualities that helped the observers decide that they had been working with a librarian. The quality of being nonjudgmental of librarians was ranked the highest by the observers, less than four in ten librarians exhibited either a great deal of friendliness or self-confidence and less than a third made the questioner feel quite comfortable. Nine out of ten observers who gave librarians either a one or a two on the interpersonal variables of friendliness, interest in the question or comfort level said that they would not ask the offending staff member another question.
inls501  reading  reference  evaluation  accuracy  willingness_to_return  interpersonal 
september 2011 by jpom
S. S. Green, Personal Relations between Librarians and Readers
Green, S. S. (1876). Personal Relations between Librarians and Readers. American Library Journal, I (2-3), 74-81.
reference  history  inls501  reading 
september 2011 by jpom
Inside the Search Process: Information Seeking from the User's Perspective
Kuhlthau, C. C. (1991). Inside the Search Process: Information Seeking from the User's Perspective. Journal of the American Society for Information Science, 42(5), 361-371. The article discusses the users' perspective of information seeking. A model of the information search process is presented derived from a series of five studies investigating common experiences of users in information seeking situations. The cognitive and affective aspects of the process of information seeking suggest a gap between the users' natural process of information use and the information system and intermediaries' traditional patterns of information provision.
inls501  reading  information_seeking  user  search  filetype:pdf 
september 2011 by jpom
Hernon, P., & McClure, C.R. (1986). Unobtrusive reference testing: The 55 percent rule. Library Journal, 111(7), 37-41.
Reports on a study done to find the accuracy rate of the library staff in answering questions under unobtrusive testing of government documents reference service. Concept of unobtrusive testing; Process of library selection, Number of test questions asked; Accurate answers' percentile; Frequent reason for an incorrect staff response; Questions that were hardest to answer; Interview and Search process and its duration.
inls501  reading  reference  evaluation  accuracy  unobtrusive 
september 2011 by jpom
RUSA Definitions of Reference
Reference Transactions are information consultations in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet particular information needs. Reference transactions do not include formal instruction or exchanges that provide assistance with locations, schedules, equipment, supplies, or policy statements. Reference Work includes reference transactions and other activities that involve the creation, management, and assessment of information or research resources, tools, and services.
reference  transaction  interaction  encounter  work  inls501  reading 
september 2011 by jpom
A historical and contemporary study on annotations to derive key features for systems design
This paper provides a comprehensive study on annotations by defining their contours and complexity. This work adds a new complementary approach to the usual case and user studies, and also investigates history in order to benefit from previous knowledge and our cultural heritage. This study emphasizes an aspect which has never previously been taken into account: the temporal dimension involved in annotations. Moreover, it discusses both the notion of hypertext between documents and annotations and the idea of annotations as context for documents. The study gives the necessary historical and cultural background to derive a set of key features of annotations that must be taken into account when designing systems that have to support the management of digital annotations on digital contents.
inls501  reading  annotation 
september 2011 by jpom
The Viability of Live Online Reference: An Assessment
The MIT Libraries enthusiastically implemented real-time online reference service in September 2001. After 15 months, Ask Us!—Live was suspended due to ongoing software problems. This article describes the four-part assessment of the service with recommendations for the future.
inls501  reading  digital_reference  closure 
september 2011 by jpom
Users' relevance criteria for evaluating answers in a social Q&A; site
This study examines the criteria questioners use to select the best answers in a social Q&A; site (Yahoo! Answers) within the theoretical framework of relevance research. A social Q&A; site is a novel environment where people voluntarily ask and answer questions. In Yahoo! Answers, the questioner selects the answer that best satisfies his or her question and leaves comments on it. ... The content analysis identified 23 individual relevance criteria in six classes: Content, Cognitive, Utility, Information Sources, Extrinsic, and Socioemotional. A major finding is that the selection criteria used in a social Q&A; site have considerable overlap with many relevance criteria uncovered in previous relevance studies, but that the scope of socio-emotional criteria has been expanded to include the social aspect of this environment. Another significant finding is that the relative importance of individual criteria varies according to topic categories. ...
inls501  reading  socialsoftware  socialQ&A  Yahoo_Answers  evaluation  user 
september 2011 by jpom
A multiple-case study investigation of the discontinuation of nine chat reference services
Using the multiple-case study method, this research investigates reasons why nine virtual reference (chat) services have been discontinued. ... The major reason for discontinuation was funding problems, followed by low volume (including low volume by target audience). Other reasons were staffing problems, technical problems, and institutional culture issues. Staffing issues included the need for comfortable staffing patterns, maintenance of sufficient volume to maintain proficiency, and cultivation of positive attitudes. Technical problems centered on software malfunctions and connectivity difficulties. Within two of the consortia, different patterns of funding, staffing, and mission posed difficulties for blended cultures that caused the consortia to break up. Despite all these issues, the possibility of restarting chat services, perhaps in consortia or with simpler chat software, exists for all services, with two services desiring to restart when funds and reorganization permit.
inls501  reading  digital_reference  closure 
september 2011 by jpom
A Conceptual Framework and Open Research Questions for Chat-based Reference Service
This article seeks to shift the literature on chat-based reference services beyond the current spate of case studies and discussions of emerging standards and best practices in providing chat-based reference, to a higher level of discussion on the creation and discussion of theoretical frameworks to unite these standards and practices. The article explores the various steps in the process of providing synchronous, chat-based reference, as well as issues involved in providing such service at each step. The purpose of this exploration is twofold: First, this article presents some open research questions at each step in the process of providing chat-based reference service. Second, the entire process of providing chat-based reference is viewed as a whole, and a model of the provision of chat-based reference service is developed at a high level of abstraction.
inls501  reading  chat  reference  research_agenda 
september 2011 by jpom
Encountering Virtual Users: A Qualitative Investigation of Interpersonal Communication in Chat Reference
This study is among the first to apply communication theory to an exploration of relational (socioemotional) aspects of VRS. It reports results from a pilot study that analyzed 44 transcripts followed by an analysis of 245 randomly selected anonymous transcripts from Maryland AskUsNow! statewide chat reference service. Transcripts underwent in-depth qualitative content analysis. Results revealed that interpersonal skills important to FtF reference success are present (although modified) in VRS. These include techniques for rapport building, compensation for lack of nonverbal cues, strategies for relationship development, evidence of deference and respect, face-saving tactics, greeting and closing rituals. Results also identified interpersonal communication dynamics present in the chat reference environment, differences in client versus librarian patterns, and compensation strategies for lack of nonverbal communication.
inls501  reading  reference  chat  transcript  communication  content_analysis 
september 2011 by jpom
"In Your Face" Reference Service
Reference librarians are aware that their basic role as assistants to information seekers is under threat. Some believe that new technologies such as search engines will provide a more than adequate substitute for reference librarians, while others maintain that the the human reference librarian will always serve as an important filter for quality information. By providing real-time, interactive, personal help, librarians can take their place alongside search engines and play a crucial role in the Internet era.
inls501  reading  reference  future  chat  im 
september 2011 by jpom
2009 Horizon Report
2009 Horizon Report Cover The annual Horizon Report describes the continuing work of the NMC’s Horizon Project, a research-oriented effort that seeks to identify and describe emerging technologies likely to have considerable impact on teaching, learning, and creative expression within higher education.
inls501  reading  future  trends  technology  horizon 
september 2011 by jpom
2008 Horizon Report
2008 Horizon Report Cover The annual Horizon Report describes the continuing work of the NMC’s Horizon Project, a research-oriented effort that seeks to identify and describe emerging technologies likely to have considerable impact on teaching, learning, and creative expression within higher education.
inls501  reading  future  trends  technology  horizon 
september 2011 by jpom
An Informal History (and Possible Future) of Digital Reference
Just because the use of networked technology in reference work was inevitable doesn’t mean it was an add-water-and-stir proposition. A number of complicated and occasionally frustrating issues arose as services grew and developed and took form.
digital  reference  inls501  reading  history 
september 2011 by jpom
The Digital Reference Research Agenda
A research agenda for the study of digital reference is presented. The agenda stems from a research symposium held at Harvard University, Boston, Massachusetts in August 2002. The agenda defines digital reference as the use of human intermediation to answer questions in a digital environment. The agenda also proposes the central research question in digital reference: How can human expertise be effectively and efficiently incorporated into information systems to answer user questions? The definition and question are used to outline a research agenda centered on how the exploration of digital reference relates to other fields of inquiry.
inls501  reading  digital  reference  research_agenda 
september 2011 by jpom
What is reference for?
Janes, J. (2003). What is Reference For? Reference Services Review, 31(1), 22-25. Much discussion has taken place about the future of reference work and its place within the library and the emerging information environment. It seems reasonable, then, to reflect briefly on the purposes and motivations of reference – past, present and future – to see if those do not help us get a better handle on what we should be doing in the years to come.
inls501  reading  reference  future  first_principles  inls490121 
september 2011 by jpom
Guidelines for Implementing and Maintaining Virtual Reference Services
The purpose of these guidelines is to assist libraries and consortia with implementing and maintaining virtual reference services. The guidelines are meant to provide direction, without being over- prescriptive. Variance among institutions will result in differences in the adherence to these guidelines, but the committee hopes to have cast the model broadly enough to provide a framework for virtual reference which can be widely adopted and which will endure through many changes in the ways in which libraries provide virtual reference services.
inls501  reading  digital  reference  guidelines  best_practice 
september 2011 by jpom
Is traditional reference service obsolete?
We take the position that traditional academic reference service, until now held to be a key element within higher education, does not need to be rethought or reconfigured, it needs to be eliminated.
inls501  reading  reference  future  obsolescence 
september 2011 by jpom
Guidelines for the Introduction of Electronic Information Resources to Users
These guidelines are intended to assist librarians who provide and publicize new electronic information resources to users and potential users. This document applies to Web-based, networked, and stand-alone resources that users may directly or indirectly access in an electronic format. The guidelines primarily apply to electronic information resources provided for end users and secondarily to mediated services. They apply to resources created by the library, commercially licensed, or freely available. Directed at information service staff who coordinate and manage the introduction of new electronic information resources, this document offers practical guidance to any library staff concerned with strategies for implementation, policy, procedure, education, and/or direct provision of electronic information resources.
inls501  reading  reference  guidelines  best_practice  resources 
september 2011 by jpom
ACRL Guidelines for Instruction Programs in Academic Libraries
Academic libraries work together with other members of their institutional communities to participate in, support, and achieve the educational mission of their institutions by teaching the core competencies of information literacy—the abilities involved in identifying an information need, accessing needed information, evaluating, managing, and applying information, and understanding the legal, social, and ethical aspects of information use. The systematic delivery of instructional programs and services should be planned in concert with overall strategic library planning, including the library’s budgeting process. Such planning may also involve strategizing with other campus units to deliver collaboratively designed programming.
education  pedagogy  ALA  ACRL  inls501  reading  academic  libraries 
september 2011 by jpom
Pomerantz, J. (2008). Evaluation of Online Reference Services. Bulletin of the American Society for Information Science and Technology, 34(2), 15-19.
Evaluation efforts are essential for reference services for several reasons. Perhaps most importantly, evaluation provides the library administration and the reference service with information about the service itself – how well the service is meeting its intended goals, objectives and outcomes; the degree to which the service is meeting user needs; and whether resources being committed to the service are producing the desired results. In addition, evaluation data provide a basis for the reference service to report and communicate to the broader library, user and political communities about the service. If there is no knowledge of the existing strengths and deficiencies of the service, the services cannot be improved, nor can any worthwhile communication about the service take place with interested stakeholders.
inls501  reading  evaluation  reference  digital 
september 2011 by jpom
Research Libraries: Connecting Users to Numeric and Spatial Resources
The burgeoning use of numeric data resources across all academic disciplines raises significant questions about the library's role in providing data services and promoting quantitative literacy. This study analyzes the content of web pages to determine the presence and promotion of data resources and services at a random sample of large research libraries (and their related institutions) in North America. The results prompt the authors to challenge libraries to more fully engage their users in efforts at richer discovery, use, and analysis of data.
inls501  reading  data  libraries 
september 2011 by jpom
Ask an IPL Librarian Digital Reference Service Student and Volunteer Training Manual
We designed this Preface to the Ask an ipl2 Librarian Digital Reference Service Student and Volunteer Training Manual as a guide through the training process. Please review the five steps to expedite the training process so that you may answer real questions. We hope the following outline helps you to proceed through our manual in digestible chunks.
inls501  reading  ipl  training 
september 2011 by jpom
Professionalism or culpability? An experiment in ethics
The scholars of librarianship do not con- cern themselves with ethical problems. At least a survey of the literature indicates only a minimal number of articles or books dealing with the ethics of librarians in relation to li- brary users. Scholars who do take an interest in this area almost all agree that personal beliefs must be subservient to the needs of the patron.
inls501  reading  reference  ethics  unobtrusive  evaluation  bombmaking  filetype:pdf  media:document 
september 2011 by jpom
Ferree, N., et al. (2009). Liaison librarian tiers: levels of service. Journal of the Medical Library Association, 97(2), 145-148.
The University of Florida's Health Science Center Libraries (HSCL) serve more than 12,000 faculty, students, staff, and administrators distributed among 6 colleges (dentistry, medicine, nursing, pharmacy, public health and health professions, and veterinary medicine) as well as associated centers and institutes (i.e., the Institute on Aging and the University of Florida Shands Cancer Center). Clients from other campus colleges such as liberal arts and sciences and agricultural and life sciences are patrons as well.
inls501  reading  librarians  liaison  embedded 
september 2011 by jpom
Rodwell, J., & Fairbairn, L. (2008). Dangerous liaisons?: Defining the faculty liaison librarian service model, its effectiveness and sustainability. Library Management, 29(1/2), 116-124.
Many university libraries are adopting a faculty liaison librarian structure as an integral part of their organization and service delivery model. This paper aims to examine, in a pragmatic way, the variations in the definition of the role of the faculty liaison librarian, the expectations of those librarians, their library managers and their clients and the impact of environmental factors. The faculty liaison librarian role is not entirely new, evolving from the traditional subject librarian and university special/branch library role. However the emerging role is characterized by a more outward-looking perspective and complexity, emphasizing stronger involvement and partnership with the faculty and direct engagement in the University's teaching and research programs.
inls501  reading  librarians  liaison  embedded 
september 2011 by jpom
IM'ing overload: Libraryh3lp to the rescue
Purpose – The purpose of this paper is to describe the new virtual reference system Libraryh3lp, developed to assist librarians with managing multiple instant messaging (IM) patrons at one time. Design/methodology/approach – A summary of the main features of the Libraryh3lp system, including setup and reports; and a discussion of how to provide staff training. Findings – This paper provides an overview of the Libraryh3lp virtual reference platform including what it does, how it works, and its benefits for reference managers. Originality/value – This paper is useful for information management professionals who are looking for a low-cost, reliable alternative to current IM software systems.
inls501  reading  libraryh3lp  im 
september 2011 by jpom
Question Negotiation and Information Seeking in Libraries
Taylor, R. S. (1968). Question Negotiation and Information Seeking in Libraries. College & Research Libraries, 29, 178-194.
inls501  reading  information_seeking  question  interaction  filetype:pdf 
september 2011 by jpom
ALA Code of Ethics
As members of the American Library Association, we recognize the importance of codifying and making known to the profession and to the general public the ethical principles that guide the work of librarians, other professionals providing information services, library trustees and library staffs. Ethical dilemmas occur when values are in conflict. The American Library Association Code of Ethics states the values to which we are committed, and embodies the ethical responsibilities of the profession in this changing information environment.
inls501  reading  ALA  ethics 
september 2011 by jpom
To Chat Or Not to Chat — Taking Another Look at Virtual Reference, Part 1
OPTIONAL READING At this point, we are about 4 years into the virtual reference "phenomenon" — also described as a "movement," an "explosion," and sometimes even a "fad." Thousands of articles have appeared on the subject. Most articles have focused on the day-to-day workings of chat reference — comparing the features of various software packages, dissecting the virtual reference interview, studying how librarians preformed online, evaluating training needs, assessing patron satisfaction, analyzing interesting items found in the transcripts, and examining nearly every nook and cranny of the virtual reference process. The one thing we have not done so far is to step back and take a look at the big picture — to see where we have been, where we might be going, and to what extent we have accomplished the purposes we set for ourselves when we began this brave new way of doing reference not so very long ago.
inls501  reading  chat  digital_reference  reference  virtual_reference 
september 2011 by jpom
ALA Library Bill of Rights
The American Library Association affirms that all libraries are forums for information and ideas, and that the following basic policies should guide their services.
inls501  reading  ethics  libraries  ALA  intellectual_freedom 
september 2011 by jpom
What do You Mean? Finding Answers to Complex Questions
This paper illustrates ongoing research and issues faced when dealing with real-time questions in the domain of Re- usable Launch Vehicles (aerospace engineering). The ques- tion-answering system described in this paper is used in a collaborative learning environment with real users and live questions. The paper describes an analysis of these more complex questions as well as research to include the user in the question-answering process by implementing a question negotiation module based on the traditional reference inter- view.
inls501  reading  TREC  QA  question  classification  filetype:pdf  media:document 
september 2011 by jpom
Sustainable collaboration for community outreach: lessons from the Spanish Access to Literature/Uso Directo (SALUD) project
At the University of Illinois at Chicago (UIC), the Library of the Health Sciences (LHS) and College of Nursing (CON) developed an outreach project that directly supports the mission of the university while strengthening relationships between the library, CON, and surrounding community [11]. As part of a core course in the undergraduate nursing curriculum, CON faculty supervise students in clinical rotations at two Chicago Department of Public Health (CDPH) clinics in nearby neighborhoods, engaging them in the challenges and rewards of community practice. In the fall of 2005, CON and LHS faculty saw an opportunity for outreach. The resulting Spanish Access to Literature/ Uso Directo (SALUD) Public Health Information Pilot Project provided education on evaluating and using online health education materials by leveraging community health nursing students and existing relationships between these organizations.
inls501  reading  libraries  community  outreach 
september 2011 by jpom
Toward an expert system for reference service: a research agenda for the 1990s
Reference service exists to maximize access to data contained in library material. Yet reference librarians have not achieved this goal in several areas of reference work. While an expert system has possibilities, formidable research and development obstacles exist. In the form of a tutorial, this paper posits an explicit research agenda: (1) to define the fact base and articulate the heuristics necessary to build the requisite knowledge base, (2) to select the appropriate programming language or shell, (3) to design an effective user interface, and (4) to develop an expert system capable of operating in a real-time, reference environment. This paper also specifically addresses system testing, describes what has been done, evaluates the existing systems, and identifies work in progress. Finally, this paper raises seven critical questions which must be answered along the way.
inls501  reading  reference  expert_system 
september 2011 by jpom
Joint Use Libraries as Successful Strategic Alliances
A joint use library provides an example of a strategic alliance between two or more stakeholders. The planning and implementation of such a venture can be a complex undertaking. This article draws on the example of the proposed joint use library and history center in Worcester in the UK, which promises to be the largest such undertaking in the UK. Some of the potential challenges that other joint use university and public libraries have faced are explored. The article argues that lessons can be learned from other sectors where the factors contributing to successful strategic alliances are well researched and documented.
inls501  reading  libraries  academic  public  collaboration 
september 2011 by jpom
ALA Freedom to Read Statement
The freedom to read is essential to our democracy. It is continuously under attack. Private groups and public authorities in various parts of the country are working to remove or limit access to reading materials, to censor content in schools, to label "controversial" views, to distribute lists of "objectionable" books or authors, and to purge libraries. These actions apparently rise from a view that our national tradition of free expression is no longer valid; that censorship and suppression are needed to counter threats to safety or national security, as well as to avoid the subversion of politics and the corruption of morals. We, as individuals devoted to reading and as librarians and publishers responsible for disseminating ideas, wish to assert the public interest in the preservation of the freedom to read.
inls501  reading  ALA  freedomtoread  intellectual_freedom 
september 2011 by jpom
I Want to Find Out How to Freebase Cocaine or Yet Another Unobtrusive Test of Reference Performance
Ethical problems in librarianship, especially in reference work, are a popular topic for research. Robert Hauptman's famous "bomb" experiment presented us with the question of whether wholesale information dissemination is ethical. I chose drug abuse to be the topic of my query in an unobtrusive test similar to Hauptman's. I intended to find out whether reference librarians would help me determine how one goes about freebasing cocaine. Responses, as expected, were varied. No one absolutely refused to help me. Perhaps most of the librarians consulted were content not to now what I was going to do with the information. The results of this study parallel those reported by Hauptman. My conclusion, though, is In support of information dissemination,recognizing the fact that anyone should have the right to read about either explosives or cocaine.
inls501  reading  reference  ethics  unobtrusive  evaluation  cocaine  filetype:pdf  media:document 
september 2011 by jpom
The paradox of expertise: is the Wikipedia Reference Desk as good as your library?
Purpose – The purpose of this paper is to examine the quality of answers on the Wikipedia Reference Desk, and to compare it with library reference services. It aims to examine whether Wikipedia volunteers outperform expert reference librarians and exemplify the paradox of expertise. Design/methodology/approach – The study applied content analysis to a sample of 434 messages (77 questions and 357 responses) from the Wikipedia Reference Desk and focused on three SERVQUAL quality variables: reliability (accuracy, completeness, verifiability), responsiveness, and assurance. Findings – The study reports that on all three SERVQUAL measures quality of answers produced by the Wikipedia Reference Desk is comparable with that of library reference services.
inls501  reading  socialQ&A  wikipedia  content_analysis  SERVQUAL  quality  evaluation 
september 2011 by jpom
Why I Don't Use Libraries for Reference Anymore
I began using public libraries decades ago, when the “People’s University” ethos was stronger and truer. I’ve reluctantly let go of that notion. Experience has taught me not to pursue interests at libraries that extend beyond light entertainment. You see, even though there are 26 libraries within a ten-mile radius of my home (13 public, two branches, 11 academic), I often have difficulty obtaining from them basic reference information and sometimes even materials.
reference  inls501  reading  failure  services 
september 2011 by jpom

related tags

academic  accuracy  ACRL  adminstration  ALA  annotation  ARL  best_practice  bombmaking  case_method  chat  classification  closure  cocaine  collaboration  communication  community  consortia  content_analysis  data  digital  digital_humanities  digital_reference  duke  education  embedded  encounter  ethics  evaluation  expert_system  failure  filetype:pdf  first_principles  freedomtoread  future  guidelines  history  horizon  howto  im  information_seeking  inls501  inls490121  instruction  intellectual_freedom  interaction  interpersonal  interview  ipl  liaison  librarians  libraries  libraryh3lp  management  media:document  mission  obsolescence  opensource  outreach  pedagogy  public  QA  quality  question  QuestionPoint  reading  reference  relevance  research_agenda  resources  review  search  services  service_science  SERVQUAL  socialQ&A  socialsoftware  strategic_plan  teaching  technology  textbook  training  transaction  transcript  TREC  trends  unobtrusive  user  virtual_reference  wikipedia  willingness_to_return  work  Yahoo_Answers 

Copy this bookmark:



description:


tags: