1 數位參考諮詢服務現況與趨勢 柯皓仁 交通大學圖書館 [email protected]...
TRANSCRIPT
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Outline
• 參考諮詢服務的發展 -- 從傳統、線上到線上合作• 聯合數位參考諮詢服務 (CDRS)
– OCLC – QuestionPoint– 全國圖書館合作參考服務
• 聯合數位參考諮詢服務案例
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參考諮詢服務的發展 -- 從傳統、線上到線上合作
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參考諮詢服務
• 參考工作 (Reference Work) 是指圖書館工作中直接負責輔導讀者找尋資料，及利用圖書館資源，以從事研究工作的一種任務。– 美國圖書館協會術語名詞字典– Help people find the information resources they want or need
• 參考諮詢臺– 電話、面對面的參考諮詢服務– 受限於服務時間、服務地點及人員配置
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數位參考諮詢
• Digital Reference, virtual reference• Digital reference, or "AskA", services are Internet-based, hu
man-mediated question/answer and referral services that connect users with experts and subject specialists who can answer questions and give pointers to other sources of information
• E-mail 、 Web Form 、 FAQ 常問問題集
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數位參考諮詢服務機制
• 網站 ( 如何掌握研究資源、線上參考資源、如何取得資料原文… )
• Web Form 、 E-mail– 網頁表單的好處在於可利用表單欄位取得較多相關資訊，館員亦可將
適合的問題與回答自動儲存為常問問題 • 知識庫
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Live Virtual Reference
• 即時數位參考服務• Chat reference, real time digital reference, live reference• “Live virtual reference is a virtual reference that uses chat or
text-messaging attempt to move to a closer simulation of traditional face-to-face reference for users who are increasingly virtual and not physically present in the physical library” – Meola and Stormont (2002)
• Supplement the email service – some patrons need quick and instant information
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Live Virtual Reference (Cont.)
• Live Chat 、 Video Conference 、 VoIP– MSN 線上聊天– 利用開放原碼自行開發– 商業軟體– 合作模式
• 合作瀏覽 (Co-browsing) – 讓館員與遠端讀者同時看到同一畫面，讀者得以看到館員操作使用資
料庫的畫面，進而了解如何使用資料庫檢索– Virtual Marker 館員可在網頁上畫線、標記重點、捲動畫面，並將這些
畫面回傳給遠端的讀者看到
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Reasons to Offer Live Virtual Reference
• Close the growing gap between users and the library
• Make use and take advantage of the new technology in order to satisfy and keep internet savvy library users
• Continue providing the best service possible
• Serve Users Where They Are Searching
• Keep Up With Rising Expectations
• Answer Questions With Faster Response Time
• Conduct Virtual Reference Interview
• Show Instead Of Tell • Serve Distance Learners • Connect With The New
Generation • Empower Users With Differing
Abilities • Create Excitement and Learn
Cutting-edge Skills • Pursue Marketing and
Relationship Building
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Challenges to Offer Live Virtual Reference
• Coping with Additional Workload • Generating Initial and Continued
Support • Finding Qualified Technical
Personnel • Controlling Costs and Getting
Funding • Re-envisioning your Library as a
Virtual Place • Dispelling Fear of the Unknown • Recognizing Limitations to Text-
based Chat
• Cranky Library Faculty in the Academic Environment
• Trouble-shooting Technical Problems
• Understanding Copyright and Renegotiating Licenses
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聯合數位參考服務
• Cooperative Digital Reference Service (CDRS)• Why CDRS?
– Matching of patron queries to the most appropriate expert (region, subject)
– Cross-service archives of question and answers– Combine the power of local collections and staff strengths with the
diversity and availability of libraries and librarians everywhere, 24 hours a day, 7 days a week
– Integrate physical and digital information – the numerous Web-based answer services search neither the vast non-digitized collections nor the thousands of library online catalogs
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聯合數位參考服務 (Cont.)
• Benefits of CDRS– Provide quality reference service – a reliable and authoritative
knowledge navigation service, a large searchable archive of authoritative answers, and increased visibility and support for libraries everywhere
– Quality support for education research, and the promotion of productivity, commerce, and scientific endeavor
– Value-added information
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Top Ten Reasons to Collaborate
• Sharing staff• Shared marketing and public relations items.• Uniform guidelines/quality assurance• Shared website• Camaraderie and more colleagues to learn from and with• Networking/collaborating opportunities• Service can operate more hours• Share the workload• Collective bargaining/buying power may be greater• Cost sharing of software expenses
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QuestionPoint 簡介
• QuestionPoint Collaborative Reference Service– 由美國國會圖書館與 OCLC 合作開發
• 於 2000 年 3 月開始經過一連串的實驗測試• 2002 年 3 月 CDRS 1.0 Beta 版上線，• 2002 年 6 月 3 日 1.0 版正式上線並更名為 QuestionPoint
– 透過網際網路促使多館合作，以提供高品質、專業且不受時空限制的參考諮詢服務
QuestionPoint系統流程
RequestingRequestingLibraryLibrary
Patron
KnowledgeBase
KnowledgeBase
AnsweringAnsweringLibraryLibrary
Librarian
ILL, DocumentILL, Document DeliveryDelivery
REQUESTREQUESTMANAGERMANAGER
SEND QUESTION
GET QUESTION
NOTIFICATIONNOTIFICATION
EDITEDQ & A
GETANSWER
SENDANSWER
Member Profile Member
Profile
Traditional and Online Resources:
Catalogs, Web Resources, Print Resources,
Subject Specialists
QuestionPoint 運作流程示意圖 (From OCLC)
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QuestionPoint 主要功能
• 提供讀者透過圖書館網頁填寫問題單 ( 各館可自訂問題單格式 ) ，以及線上聊天的功能，讀者可透過網頁或 E-mail 收到答覆
• 線上隨時更新圖書館與館員資料，以提供 RM 正確的資料做問題配送
• 根據各館館藏特色、館員專長及可提供服務時間，轉介未回答問題
• 館員可線上回覆、管理問題，查詢歷史問題• 館員可隨時追蹤問題狀況以及統計資料報表• 可檢索知識庫，已經提問過的問題，系統會從知識庫中查詢
答案• 同性質或同地區的圖書館可組成聯盟加入
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全國圖書館合作參考服務
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聯合數位參考諮詢服務案例
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他山之石
• LC + OCLC: QuestionPoint• OhioLink• READY FOR REFERENCE: ACADEMIC LIBRARIES
OFFER LIVE WEB-BASED REFERENCE– Administrated by Alliance Library System (Illinois) (8 universities)– LSSI’s Virtual Reference Service product
• Franklin County Virtual Reference Librarian (South Central Pennsylvania)
• Cleveland Consortium (Cleveland Public Library)• AgNIC• …
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AskWisconsin Virtual Reference Consortia
• A multi-type library group of over 20 libraries self-funded and self-governed for cooperative virtual reference
• Live in January of 2003• Using the OCLC QuestionPoint Virtual Reference system to
deliver email and chat based reference to their patrons • The shared chat service is open 66 hours per week
– Mondays – Thursdays (9a – 9p), Fridays (9a - 5p), Sundays (5p - 9p)
• Member representative board – Technical colleges, public libraries, academic libraries
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AskWisconsin Virtual Reference Consortia (Cont.)
• Which categories of questions is AskWisconsin getting?– Ready Reference– Homework Help– In-Depth Research– Living Life Questions– Scholarly
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KANAnswer
• A statewide online information service for Kansas• Goal
– Test whether a sustainable, statewide consortium for real-time, online reference service via the Internet
– To assess the effectiveness of such a service in meeting the informational needs of online patrons.
• KANAnswer numbers– 24 Kansas libraries (public, private academic, Regents, and regional
library systems). – 97 operators and 1 administrator– 56 hours per week
• Choose LivePerson as the Chat software
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KANAnswer Chat
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KANAnswer Operational Guideline
• operators manual– Operator Requirements
– Operator Guidelines
– Referral Policy
– Procedure Additional information
• Operational adjustments– Operator login and logoff
– Canned responses & Web pages
– Hours of operation
– Operator Steering Committee
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SCU Digital Reference
• Santa Clara University (SCU) goals for digital reference– Integrate digital reference with existing e-mail and in-person
reference services – Offer digital reference 24 hours a day, 7 days a week – Have questions answered by academic librarians most of the time – Maintain high quality reference standards – Keep cost within budget
• Use 24/7 (http://www.247ref.org/)– 18, then 34, now 78 libraries – Type: State universities, private institutions, community colleges– Location: California, Florida, New York, Mississippi,
Massachusetts, Utah, Maryland, Canada
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SCU Digital Reference (Cont.)
• Description– Started in October 2002 – Answer questions 5 hours a week for the academic cooperative – Answer questions an additional 10 hours for SCU patrons only– Staffed by 9 librarians (1 to 3 hours/week per librarian)
• Statistics and Surveys– Steady growth in usage
• 260 questions asked by our users • 133 questions answered by SCU librarians
– Satisfied Users: • 84% of our patrons are satisfied with answers received
and would use the service again
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SCU Digital Reference Issues
• General problems– Technical problems
– Adjustment to online environment for reference staff
– Issues of privacy Database authentication and licensing agreements
• More problems– No way to ensure that a SCU
patron is helped by a SCU librarian (when online)
– Difficulty in determining when SCU patrons are most likely to use the service
• Biggest concerns– No control over the management
and growth of the consortium
– Communication problems
• Quality of service– Concerns about the level of service
we can provide
– Concerns about the quality of service our patrons receive
– Inadequate knowledge of other libraries’ databases and resources
– Quality and level of service in direct relation to the size of the consortium
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結論與建議
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Internet VS. Libraries
• Internet– Located everywhere and
anywhere
– Disorganized, unstructured, and flat
– Unverifiable
– Digital only
– Doubling in growth each year
• Libraries– Are physical locations, although people
also use them remotely– Are organized and structured– Maintain collections that are evaluated
via collection guidelines– Experience continued growth– Are comprehensive– Employ skilled, trained subject and
language and navigation experts– Provide analogue and digital catalogs,
indexes, and bibliographies– Offer controlled vocabularies and other
collocating and standard tools
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圖書館於線上參考諮詢服務上的優勢
• What kind of information do patrons need?– 品質優良的 (Qualify)– 有用的 (Usable)– 相關的 (Relevant)– 權威的 (Authoritative)– 可檢驗的 (Verifiable)
• 要在數位圖書館時代裡，滿足讀者的需求，圖書館必須把在傳統圖書館時代裡所擅長的對實體館藏的採訪、記述、與提供資訊服務，擴展至不受時間與空間限制的資訊服務 (意即涵蓋實體與虛擬館藏 ) ，真正達到無牆圖書館的境界
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The Future of DR and CDRS
• A mix of synchronous and asynchronous• Ready reference – quick, factual answers to specific
questions – will have a diminishing part of librarianship• Play to our strength:
– Concerns about evaluation and quality of information sources, sophisticated tools and techniques for searching
– Understanding the nature of users, their communities, their needs and situations
– Compiling and organizing and packaging information resources for their use
– Helping them to understand how to help themselves and how to use and evaluate information
• Step by step
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References
• 盛美雲，「服務不打烊：淺談數位化參考服務」，國立中央圖書館臺灣分館館刊， 7:4 ，民 90.12 ，頁 44-55 。
• 鍾雪珍，「 E-Reference-- 參考服務新趨勢：從美國及上海的聯合數位參考服務談起」，國家圖書館館訊， 90:4(第 90期 ) ，民 90.11 ，頁 5-9 。
• 吳英美，「圖書館事業發展三年計畫」，國家圖書館館訊， 91:2(第 92期 ) ，民 91.5 ，頁 15-18 。
• 簡玉菱、柯皓仁，「網際網路時代的參考諮詢服務 -- 線上合作參考諮詢服務」，國家圖書館館訊， 91:3(第 93期 ) ，民 91.8 ，頁 7-13 。
• Adelaide, Joyce. “Live Virtual Reference.” http://www.consal.org.sg/webupload/resource/brief/attachments/%7B4EC07544-D1E4-4A2C-9B91-BC0CC71FA453%7D.pdf
• Beatty, Mark. 2003. “A Grant-less Multi-type Virtual Reference Consortia.” Virtual Reference Desk Conference 2003. http://www.vrd2003.org/proceedings/presentation.cfm?PID=147.
• Hansen, Eric. 2003. “KANAnswer: A Kansas Collaborative for Virtual Reference.” Virtual Reference Desk Conference 2003. http://www.vrd2003.org/proceedings/presentation.cfm?PID=157.
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References
• Kresh, Diane, and Arret, Linda. 2000. “Collaborative Digital Reference Service: Update on LC Initiative.” Digital Reference Service in the New Millennium – Planning, Management, and Evaluation (Edited by R. D. Lankes, J. W. Collins III, and A. S. Kasowitz), Published by Neal-Schuman Publishers, Inc., pp. 61-67.
• Lafrance, Helene, and Smith, Monica. 2003. “The Ups and Downs of Virtual Reference in a Collaborative Environment.” Virtual Reference Desk Conference 2003. http://www.vrd2003.org/proceedings/presentation.cfm?PID=191.
• Lindbloom, Mary-Carol. 2001. “Ready for Reference: Managing a 24/7 Live Reference Service.” Virtual Reference Desk Conference 2001. http://www.vrd.org/conferences/VRD2001/proceedings/lindbloom.shtml .
• Meola, Marc and Stormont, Sam. 2002. “Starting and Operating Live Virtual Reference Services”. Published by Neal-Schuman Publishers, Inc.
• Virtual Reference Desk. “About VRD.” http://www.vrd.org/about.shtml