Digital Reference: Collaborations, Big and Small Alice K. Kawakami Kay Deeney Shirley David MLGSCA Program Meeting Scottsdale, AZ December 11, 2002.

Digital Reference: Collaborations, Big and Small

Alice K. KawakamiKay Deeney

Shirley DavidMLGSCA Program Meeting

Scottsdale, AZDecember 11, 2002

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Agenda

1:00-2:00 Introduction Discussion Session 1

2:00-2:15 Academic Collaboration2:15-2:30 Medical Collaboration2:30-2:45 Break2:45-3:15 Law Collaboration 3:15-3:45 Management Issues

Discussion Session 2

3:45 4:00 Wrap-up

Introduction to Digital Reference

Alice K. KawakamiProgram Director for Digital ReferenceUniversity of California, Los Angeles

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What is it?

Allows librarians and users to communicate in real-time

Walk users through web sites and searches

Assist in filling out forms Explain or demonstrate resources

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Why use it?

Immediate help when it’s needed Interactive, collaborative help Extends service beyond regular hours Extends staffing Extends service beyond the building Targets specific populations or

resources

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Select libraries

Librarians window

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Librarian’s messages

Push web pages

Scripts

Chat

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User’s browser window

User types here

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To Escort

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Time online

Collaborative browsing window

ScriptsChat

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Conference or TransferBookmarked

websites

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Resolution codes

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Users pop-up evaluation form

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Discussion Session 1

Compare and contrast Traditional Reference with Digital Reference Services Comment on communication styles,

reference interview, interpersonal contact, feedback and limitations, follow-up

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Academic Collaboration: The UCLA Project

Pilot projects each quarter beginning in Spring 2001-Summer 2002

Tested various hours, staffing configurations and locations

Number of calls increases every quarter

Input into software development

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Pilot Project 1-Spring 2001

Hard to find the online librarian icon Lack of publicity What we learned

How do deal with technical challenges Most questions were general rather

than subject-specific Users very tolerant of experimental

technology

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Pilot Project 2 - Summer 2001

Centralized service Icon more visible–now on main

library home page Evening hours: 6 PM-9 PM,

Monday-Thursday Tested DSL, cable modem and 56K

dialup from home

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Pilot Project 3 - Fall 2001

Split hours:Monday-Thursday 2-4 PM and 6-8 PM

Coverage by units and individual volunteers

Average length of call 18 minutes 80 % of users are UCLA-affiliated

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Pilot Project 4 - Spring 2002

Hours more consistent: Monday-Thursday 9-5, Friday 9-2

Median length of time for transactions becomes shorter

52% of callers are undergraduates New software allows multiple

callers

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Sample Questions I'm trying to find the journal, "Clin

Pharmacol" online. Where should I go?

I'm trying to find psych scales and the associated article. I'm having a difficult time using Orion and PsycInfo. Is there a more efficient way to find these articles?

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Where can I find a large image of the circulatory system online? Is there a medical encyclopedia or dictionary that will have such an image?

Which database do I use to search for (Activity-dependent development of neuronal circuits)? Which database is best to search for neuroscience journals?

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I'm having trouble finding psychological journal articles on the social behavior of squirrels.