Developing a model to provide digital reference services

Abstract

Developing digital reference services within a large library system requires managing fundamental organizational issues before applying technological strategies. Using the development of library services for distance learners as a catalyst, the University of Minnesota‐Twin Cities Libraries have implemented an organizational model for providing digital reference services to all students, faculty and staff who access the library remotely. The resulting service, InfoPoint, has the dual role of providing reference service and making referrals to over 30 information service units in the library system. Details the planning and implementation process by which the libraries developed this centrally coordinated digital reference service within a historically decentralized environment. Initial conclusions based on the service’s first two years of operation are presented. In conclusion discusses organizational change issues and the value of digital reference services in the digital library.

Effectiveness of Asynchronous Reference Services for Distance Learning Students Within Florida's Community College System

“…The list included "authoritative, accessible, fast, private, consistent with good reference practice, clear in user expectations, reviewed regularly, provides access to related information, noncommercial, publicized, instructive, and offers training to experts" (Lankes, Collins, & Kasowitz, 2000, p. 71). Stemper and Butler (2001) completed the list by stressing the need to document understandable explanations of what users could expect. Hernon (1996) included accuracy of answers as a primary measure of service quality to library patrons.…”

“…The asynchronous environment also helped the library staff. Researchers stated that the questions could be collected together at one time for dissemination to the appropriate librarian (Stanley & Lyandres, 2001;Stemper & Butler, 2001). Literature considered this process the equivalent of an efficient reference triage (Gorry, 1998;Janes & Silverstein, 2003;Kosmin, 1990).…”

“…Staffing appeared to be limited mainly to librarians (Goetsch, Sowers, & Todd, 1999). Stemper and Butler (2001) advised that not all reference staff had the skills to handle digital reference. Basic and advanced training facilitated the ability of librarians to provide virtual training to their patrons (Lankes, Janes, Smith, & Finneran, 2004;Riechel, 1986;Straw, 2001).…”

Reference services in digital collections and projects

“…Traditional reference services have evolved into a new application area, digital reference services or virtual reference services with the use of software and the internet (Chowdhury, 2002;Lankes, 2004;Sloan, 2001;Stemper and Butler, 2001). Many terms are used to describe digital reference (Lankes, 2004).…”

“…The studies noted that 99 percent offered e-mail reference, 96 percent offered reference services by appointment, while 29 percent of the libraries offered real-time virtual reference. Stemper and Butler (2001) conducted a case study of InfoPoint, a digital reference service that arose out of library services for distance learners at the University of Minnesota -Twin Cities. The study provided insights into the types of reference inquiries received by InfoPoint, and outlined a model for similar virtual reference services.…”