2004SpringQ2.Response

Spring 2004 Question 2 Reference Services

Challenges when users rely on digital systems
 * Cost
 * time involved for staffing to be devoted to online help
 * troubleshooting
 * co-browsing service is expensive
 * Compatability
 * can users access the online help
 * will it work for both Macs and PCs
 * Staffing
 * Are there enough people to answer questions promptly

Methods information professionals can create and offer to the community of virtual users
 * Chat-- co-browsing with users to help with a research question
 * Email help
 * Text messaging

Challenges: · Information overload (web, and to some extent databases) · Determining quality resources (web) · Reference services for users who do not come in to the library · Proper search techniques; discerning search interfaces · Helping those users who are not yet comfortable with digital resources Methods: · Information literacy classes (in person, online tutorials) o How to cope with a large results set o How to determine if a resource is trustworthy o How to effectively search the web and the library’s databases · Library website rich in resources for users to reference outside of formal IL training o Subject guides for trustworthy web resources o Descriptions of the library’s various collections o Digital collections (photographs, etc.) · Virtual reference services o Email o Chat/IM · Basic tech training classes o Understanding the basics of how to use a computer o How to search the web o How to use popular software packages such as MS Office