The Use of Electronic
Resources by Digital Reference
Services
Jeffrey Pomerantz
School of Information & Library Science
UNC Chapel Hill
[email protected]
Tapping the vast reservoir of human knowledge --Louis Round Wilson, founder, 1931
Background
Evaluation: September 2003 – February 2005
NCknows pilot launched: 16 February 2004
18 libraries during pilot phase
Additional information:
• NCknows: www.ncknows.org
• Reports at: sils.unc.edu/~jpom/ncknows
Evaluation questions
Primary: Is collaborative virtual reference an effective
way to meet the information needs of North
Librarianinians?
Secondary: How will the project further greater use of
existing resources such as NC LIVE?
Evaluation questions
Primary: Is collaborative virtual reference an effective
way to meet the information needs of North
Librarianinians?
Secondary: How will the project further greater use of
existing resources?
1. What resources are provided by librarians to users in chat
reference transactions?
2. How well do these resources fulfill users’ information needs?
3. How can the use of these resources be increased?
Online resources provided
Resources on
libraries' sites
Free web
NC LIVE
resources
OPACs
0
10
20
30
% of chat sessions
40
50
User satisfaction with the answer
Dissatisfied,
5.4
Very
dissatisfied, 2.6
Satisfied, 23.5
Very satisfied,
68.5
Completeness & correctness
Incomplete
and incorrect
4%
Incorrect
1%
No answer
16%
Complete and
correct
52%
Incomplete but
correct
27%
Used appropriate resources
Some
13%
No
14%
Yes
47%
Mostly
26%
Tracking trends
Reference transaction is captured & can be emailed to
the user & archived by the service.
Questions & answers can be monitored quantitatively
and qualitatively.
What topics are users asking about
What resources are being used in answers
Reference Extract (beta): digref.org
User
Librarian
Librarian
User
Librarian
User
Librarian
User
Librarian
Librarian
Librarian
User
Librarian
User
Librarian
User
Librarian
Librarian
Librarian
User
Librarian
Librarian
Librarian
User
Librarian
Librarian
Librarian
User
User
Librarian
User
Librarian
Librarian
User
User
User
Librarian
User
User
Note to staff:
when did the controversey of gay marriages begin
A librarian will be with you in about a minute.
[Librarian - A librarian has joined the session.]
Hi, can I help you?
Are you talking about the current controversy or when it might have come up in the past, e.g I will need to check but I think the current interest
was sparked by an event but the controvesy has been going on longer
no im talking about a long time ago
Thanks, Do you need articles about this for a paper?
yes
Are you trying to find out about gay marriages particularly or civil unions?
gay marriages
Thanks
just a moment while I check some sources
I think I found a database that might help. Are you famiilar with the Expanded academic database
are you talking about elite
Well that is another similar database from nclive
well then no
Ok, well let me check the academic elite to see if it has similar items
ok
Ok in both of the databases you can search under the term same sex marriage and find articles
The reason I like the expanded academic is that you can get a breakdown by topics, for examples within same sex marraige they break down
by history
Do you know how to get into the databases?
no how do i get into that expanded academic database
Ok, I will show you
[Page sent - Durham Tech Campus Library] http://www.durhamtech.edu/library.htm
From the library home page you need to go to databases
[Page sent - Durham Tech Campus Library Databases] http://www.durhamtech.edu/html/prospective/library/databases.htm
[Page sent - Durham Tech Campus Library Databases] http://www.durhamtech.edu/html/prospective/library/databases.htm
Actually on your list the expanded academic is one that is included in infotrac one file
do you see it?
yes
[Page sent - NC LIVE - Authentication Required] http://nclive.lib.ncsu.edu/authhome.phtml?rsrc=128
do you know what to do from this page?
yes thank you you have been very helpful
you are welcome
anything else?
[Page sent - NC LIVE - Authentication Required] http://nclive.lib.ncsu.edu/authhome.phtml?rsrc=128
no thats it
[Page sent - NC LIVE - Authentication Required] http://nclive.lib.unc.edu/authhome.phtml?rsrc=128
ok bye
bye
[Page sent - NC LIVE - Authentication Required] http://nclive.lib.ncsu.edu/authhome.phtml?rsrc=128
COMP[Librarian - user has closed this session]
How to increase librarians’ use of
NC LIVE resources
1. Training of librarians
2. Better design of NC LIVE site for ease of navigation &
searching while chatting
3. Better integration of NC LIVE databases with the
24/7 Reference application
Implications for DLs
1. Different interfaces for users and for librarians
2. Customizable interface with multiple access points
for each resource
3. Copyright implications
4. Marketing
5. Tracking resource use
Questions or comments?
Thank you!
Jeffrey Pomerantz
School of Information & Library Science
UNC Chapel Hill
[email protected]
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Evaluation of the State Library of North Carolina’s Chat