There are four popular ways of using digital reference, emails, webforms, commercial applications, and instant messenger service.
Email
Even though email is not an instantaneous way to getting the information needed, it is probably the most popular form of communication between a person seeking information and a reference librarian. It is very simple. A user emails a reference librarian seeking help finding information. The drawback with this method is that it may take up to three or four exchanges just for any progress can be made.
Webforms
Like email webforms are not an instantaneous way to getting the information needed, but it is another popular form of communication between a person seeking information and a reference librarian. Webforms are created for digital reference services in order to help the patron be more productive in asking their question and that the reference librarian gets as much information as possible. This form helps the librarian locate exactly what the patron is asking for.
Chat using commercial applications
Several libraries and reference services provide applications for providing chat-based reference. These applications bear a resemblance to commercial help desk applications and allows for synchronous communication. These applications possess many features such as: chat, co-browsing of websites, webpage and document pushing, and storage of chat transcripts.
Chat using instant messaging
Also several libraries and reference services use instant messaging services as a low-cost mean of offering chat-based reference, since most IM services are free. Utilizing IM for reference services allows a patron to contact the library from any location via computer, cell phone, Ipods, or anything else with Internet. This service is like the traditional reference interview because it is a live interaction between the patron and the librarian. On the other side the reference interview is different because the conversation does not float away but instead is in print on the screen for the librarian to review if needed to better understand the patron
Ref: http://en.wikipedia.org/wiki/Digital_reference_services
I really don't know a lot about how libraries organize their information so I find these posts very useful. I didn't even know libraries had their own chat networks! I assumed that outside of archive programs libraries didn't really bother with a lot of online technology. this is really surprising.
ReplyDeleteThese new technologies are very useful to help librarians to expand the scope of their public services nowadays. So library reference service now is very different from the ancient that the scope of librarians services were only physical reference desk. I agree that digital reference adds more value to library service now.
ReplyDelete