F08Q2

2. The information profession is undergoing change due to the new digital environment and technological developments. In the library environment, reference services for users typically include, but are not limited to Interviewing for information needs Helping with access to resources Teaching information literacy Fall: Discuss THREE differences or similarities between traditional reference service in the library and reference service in the new online environment. Include in your answer, a discussion of tools or methods that information professionals can create or acquire to help them offer effective reference services to the community of virtual users. Debbie: 1) Differences: a. Synchronous service. Traditional in-person or phone is synchronous. May still occur in virtual, with IM or email exchange. However, faster and easier to verbally share information than write. In other cases, it is asynchronous (responding to email later). Means less or no opportunity for reference interview. b. Showing vs. Doing. In person, librarian tries to show patron how to search physical/virtual resources. Harder to do virtually (may need to capture and send screenshots, for example). More likely to just give them the answer/info. c. Follow-up. If person is there using resources, can follow-up and ask if they are getting what they need. If virtual, may never hear from them again. 2) Similarities: a. Helping with access to resources. However, cannot get them physical resources right then and there. May have to ship them or put on hold for pick-up. Or copy/scan/link and email. More time consuming. 3) New tools/methods: a. Webcams for synchronous communication. b. IM helps with synchronous. c. Ability to push pages, so don’t have to scan, etc. d. Co-browsing so librarian can demo the resources/search. e. Not new, but could list key questions for virtual requests to help with reference interview. f. Info literacy – Create Youtube videos, online tutorials
 * Fall 2008 - Q#2/Spring 2004 **