75
UNIT 2: ONLINE REFERENCE AND INFORMATION SERVICES
76
Questions submitted via online and linked web pages require attention from reference staff and the virtual reference transaction can be more complex and time-consuming than traditional in-library service. With the expansion of reference modes to online communication, namely e-mail (asynchronous) and chat (synchronous), there has been a delay in applying instruction to online reference. Academic libraries have started offering e-mail reference where users could submit their questions via an e-mail address. Recently the adoption of web forms not only changed the quality of the e-mail reference engagement for the better, but also challenged librarians to develop effective means for managing questions and responses.
An online reference transaction will usually include the following elements: the user, the interface (web form; e-mail; chat; video etc.), electronic resources (including electronic or CD-based resources; web resources; local digitised material etc.), as well as print resources and the information professional.
3.2
Types of Online/Virtual Reference and Information Services
Bardhan and Mishra (2012) identified two types of online/digital/virtual reference services:
3.2.1
Asynchronous Virtual Reference Services
: It is a type of virtual reference service in which user/patron/client submits a question and the librarian responds after some time. In other words, there is a time delay between the question being posted by the user and the answer being given by the librarian.Asynchronous virtual reference service takes the form of the following:
3.2.1.1.
Email reference service
: In this type of reference service, a user sends a request in the form of email to a librarian or specifically designed reference email ID by reference service section of the library.The user specifies his/her specific information need in the e-mail, and the librarian responds to the query accordingly. This is a simple, cheap, and cost effective method of virtual reference service. Email reference service is the most widely used service among users as users can post a question even if the library is closed. It does not require any additional software to use the service. This service is available free of charge and no additional effort is required on the part of the librarian to implement the service. The email reference service is very much useful for users that have poor oral communications skill.
3.2.1.2
Web Form
: The web-based form has to be accessed from the library homepage or reference webpage. The required fields then have to be filled in by the user and ultimately the form is reverted back to the library through email. Web forums are created for digital reference services to help the users to be more productive to ask their queries. Ask a librarian website has been framed out, which is designed to provide a structured web form where a user is asked to reciprocate to particular queries in addition to their information needs.77
3.2.2
Synchronous Virtual Reference Service
: In synchronous virtual reference service, the exchange of information between the user and reference librarian takes place in ‘real-time’ with an immediate response to the question.In this case, there is a live interaction between the user and the reference librarian. It is therefore called as real-time digital reference service. Synchronous virtual reference service takes the form of the following:
3.2.2.1
Instant Messaging
: Instant messaging is one of the most common forms of web communication. It is more instant than an email reference service. The exchange of information between user and reference librarian takes place in real time, that is, there is live communication between user and the reference librarian. The digital reference librarian prefer web based electronic resources as these sources are easy to access, easy to keep, and easy to share with the users. Speed of this service is faster than email service, as the users do not need to wait for the response. This service can be offered round the clock. The reference librarian tries to keep the interaction short to prevent the system from logging off, and users from getting bored while introducing themselves. This should be taken into consideration by the reference librarian since the average time of an interview in digital setting is ten minutes. In addition, this service needs instant messaging software to be installed on the users’ and librarians’ desktop to communicate with each other.3.2.2.2
Video Conferencing
: It is a video based virtual reference service which is also called video help. It was introduced to overcome the communication problems inculcated in text-based services. This mode of communication involves visual elements where the reference librarian and the user can use both text and voice transactions. They can see and hear each other in the same manner as in face-to-face interview. Video conferencing is useful in distance learning, online lectures, and research and reference applications. It is also useful in off campus library services of the university.3.3
Ethical Issues in Online Reference Service
In general, the rise of digital reference is an exciting prospect. In its most elementary form, digital reference is providing reference services electronically. It might be a synchronous activity in which the user and librarian are interacting “live,” or it might be asynchronous, in which the user asks a question electronically and it is subsequently answered by a librarian. The advantages are obvious, information seekers from remote and convenient locations can have 24/7 access to information professionals, who in turn, have access to the world of digitally available information.
According to Bardhan and Mishra (2012), the basic ethical issues implicated in regular reference processes such as confidentiality and privacy applies in the digital environment. However, the vulnerability to ethical violations may increase because of
78
the nature of the technology itself. For example, in the electronic environment, it is often possible to track an individual’s identity, queries, and precise use of electronic databases because an electronic trail may be preserved. These records should be treated with the same respect for confidentiality and privacy as circulation records. There is also the ethical issue of availability and access to digital reference services. It is clear from a variety of studies that there are groups of individuals who remain part of the digital divide. These groups do not have the same access to digital services for at least two reasons: they lack the computer equipment and network access and they do not have the training to use the equipment even if it is available. If librarians devote more and more of their resources and time to digital reference, then service to those who do not have technological access will be negatively affected. Such disparities in library service imply not that digital reference service is unethical but only that digital reference raises ethical implications that must be concurrently addressed. As the digital environment grows, there is no doubt that the ethical concerns will grow as well.
4.0 Conclusion
This unit has tried to help you understand the concept of online reference and information service. It is a concept that is very much applied as an integral aspect of library and information sciences and services. Essentially, online reference and information service is an effort aimed at improving the efficiency, effectiveness and relevance of reference services in our libraries and information centres. More so, various types of online reference services have been outlined and discussed in this unit.
It is expected that you should not only be current and knowledgeable in this area, but you should be able to deploy and use various technologies to engage library users remotely.
5.0 Summary
In this unit, we have discussed extensively on the concept of online reference information services on one hand, and types of online reference information services on the other. We have also learnt that online reference services have now become an important component of library services delivery to the extent that achieving library goals and objectives will be near impossible without a committed effort to deploy and use ICTs in every aspect of library services. The benefits of deploying and using various types of online reference services were highlighted with the hope that you can have a good grasp of them.
6.0 Tutor-Marked Assignment
i. What do you understand by online reference information services?
ii. Identify and discuss the various types of online reference information services you know?
iii. Highlight any 4 benefits of online reference information services?
7.0 References/Further Reading
Bardhan, H. A. & Mishra, J. K (2012). Virtual Reference Services: Tools and Techniques. International Research: Journal of Library & Information Science, 2(1),102-115.
79
http://irjlis.com/wp-content/uploads/2011/11/10_IR031.pdf
Bhoi, N. K. (2017). Use of Information Communication Technology (ICT) and Library Operation: An Overview. In International Conference on Future of Libraries:
From Promises to Practices, Indian Statistical Institute, Bangalore, 15th - 17th November 2017. http://eprints.rclis.org/32231/
Vishwas, H. L., Giridhar, D. U., & Nandkumar, B. D. (2014). Reference and