3.4.5.1 Asynchronous Transactions: This is where there is a time delay between the question being posed and the answer being given. Examples are:
Email: The users send enquiry through email to the library; the librarian may ask for clarification where necessary and then sends the answer back to the user via email as well or by other more appropriate means such as telephone. This is a fairly easy way to implement a reference service as no added software required; the user makes his request in his language style and there is no additional training for the librarian
Web Forms: in this case, users are expected to click on the library website to get a form in which they fill in their request online. The Form will ask for user details such as name, address, email, telephone, etc. The completed Form ends by asking the user to click “send” or “finish” or “submit”. The Library will respond by email, telephone or most convenient means. The
main advantage is that it provides a structured format for making the enquiry and this makes it easier to for the librarian to understand
Ask A… services: which are usually corporate-sponsored web sites that allow users to ask questions and receive answers for free from public information located mainly on the World Wide Web or from proprietary databases and networks of field experts. A variety of AskA services exist, for instance Ask-A-Librarian. A list of current AskA services is available at http://www.vrd.org/locator/subject.shtml
3.4.5.2 Synchronous Transactions: These services take place in real-time almost simultaneously and almost immediate response to an enquiry. For example:
Chat reference, using simple technologies, where the reference librarian and the user can communicate with each other using short text messages in real time using normal chat software. The service may be using free instant messaging software (e.g. SMS, Yahoo Instant Messenger), web-based chat rooms (e.g. Anexa.com), or chat software (e.g. Conference Room from WebMaster). This form of reference is easy to use and allows basic communication. The user begins by typing in an opening query or question. The librarian may negotiate the query if necessary, before leading the user to the information source.
Chat reference, using web contact software, where the software allows for instant messaging, and also allows collaborative browsing between the librarian and the user. The system usually consists of a split screen where in one screen the librarian and users can see each other’s typed questions
and responses, with the other screen showing web pages, or other electronic information resources, or a library’s catalogue screen. The librarian can show the user particular pages or screens, while carrying out a text-based conversation with him or her. This has the advantage that the user is actually able to see what the librarian was referring to, instead of just a text-based description. Individual libraries usually offer this service at specific times of the day. In some systems, the text transactions can be recorded and e-mailed to the user as notes to refer, and for the librarian to keep for records.
Video-conferencing or web-camera services, where librarians and users are able to see each other in one window of the monitor through a camera. Web sites or other electronic resources can be displayed in another window on the monitor.
Digital reference robots, use principles of artificial intelligence to respond to questions. A user types in a question, and the system interprets it by asking the user to choose from a set of differently worded questions.
Based on the choice, an answer is then provided. The best known of these systems is AskJeeves available on the Internet.
4.0 CONCLUSION
This Unit described Dr. Ranganathan’s principle of library service as well as the characteristics, functions and services available in the different departments in the library. Services offered by libraries in the digital era were also discussed.
5.0 SUMMARY
In summary, this Unit examined the library services that may be offered in a traditional library and in the digital era. It described the five Laws of Library Science proposed by Dr. Ranganathan and described the characteristics, functions and services available in the acquisitions, cataloguing, serials, circulation and publishing/Bindery unit in libraries. It also discussed the types of library services that libraries offer in the digital era.
6.0 SELF-ASSESSMENT EXERCISE(S)
1. Describe Dr. S. R. Ranganthan’s five principles of library science 2. What are the key characteristics, functions and services of the
acquisitions department?
3. What are the key characteristics, functions and services of the cataloguing department?
4. What are the key characteristics, functions and services of the circulation department?
5. What are the key characteristics, functions and services of the reference department?
6. Describe the services of the acquisitions department in the digital era 7. Describe the services of the cataloguing department in the digital era 8. Describe the services of the circulation department in the digital era 9. Describe the services of the reference department in the digital era 7.0 REFERENCES/FURTHER READING
Nwalo, K. I. N. (2000). Society, Development and Libraries, External Studies Programme: LSE 101, Ibadan: University of Ibadan.
Nwosu, M. C. (2017). The Sociology of Library and Information Science.
Uturu: Justman Publishers Limited.
Ranganathan, S. R. (1931). The Five Laws of Library Science. Madras: Madras Library Association.
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UNIT 3: The Library as a Medium of Communication and Its Relationship with