One of the most essential services provided by modern libraries and information institutions is the reference service. This department plays a critical role in addressing the information needs of readers by staying informed about current trends and user inquiries. To do this effectively, reference librarians gather data from a wide range of global information sources, ensuring that they can deliver accurate and up-to-date information to patrons in a clear and accessible format.
Historically, reference librarians have been pioneers in adopting new technologies to enhance their services. For centuries, tools such as telephone and fax services have been fundamental to reference work. As new technologies, such as the internet and digital databases, have emerged, their integration has transformed library services into technology-dependent operations.
Today, as computer and telecommunications technologies continue to evolve, libraries are actively adapting to provide innovative technology-based information services. This includes the use of automated systems that facilitate quick access to a vast array of resources, including online catalogs, databases, and digital archives. These advancements allow reference librarians to efficiently respond to user inquiries while also enabling patrons to access information at their convenience.
The ongoing development of automated technologies in modern information institutions not only streamlines the reference service process but also enhances the overall user experience, making it easier for individuals to obtain the information they need in a timely manner.
Tools:
1. Email Digital Reference Shaper Background
The most widely used method for providing automatic reference services is electronic mail (email).
- One significant advantage of using email is that almost everyone has an email account, thanks to web-based email services.
- Users can access their email accounts from anywhere in the world.
- Email is easy to use and typically free of charge.
- Additionally, it allows users to send attachments, including images, text, multimedia documents, and software, making it a powerful tool for providing reference services.
2. A web-based form :
A web-based form can also be used to facilitate a service similar to email-based reference services. Through this form, users can submit their questions or inquiries, which can then be answered via the website. The responses can be sent to users through email.
- While this service has its advantages, it can be more expensive than traditional email services.
- To manage and maintain the web server required for this service, libraries may need to hire personnel to handle the technical aspects.
Despite the challenges, the importance of this form as a reference tool within the broader context of automatic reference services remains significant.
3. Chat and Instant Messaging:
Chat and instant messaging are popular communication tools that facilitate discussions among users. While chat enables multiple participants to engage in a conversation through typed messages, instant messaging typically allows for one-on-one exchanges. Despite these distinctions, both platforms share common characteristics in their functionality and usage.
In recent years, the use of voice messaging and images in chat applications has significantly enhanced their effectiveness, allowing users to express themselves more fully. This is particularly beneficial in the context of reference libraries, where these tools can be harnessed to provide timely assistance to users worldwide. Utilizing chat and instant messaging not only streamlines the process of receiving reference inquiries but also allows librarians to respond swiftly and efficiently.
4. Video Conferencing:
Video conferencing technology offers a dynamic way for two or more individuals to communicate face-to-face, providing a visual element that written communication lacks. This capability allows users to see and hear one another in real-time, enriching the exchange of ideas and minimizing misinterpretations, which can occur in text-based communication.
In professional settings, such as reference interviews in libraries, video conferencing can mirror the effectiveness of in-person interactions. However, there are notable challenges associated with this technology, including its cost. For effective video conferencing, both the library and the user must have access to the necessary equipment, such as webcams and high-speed internet. As a result, the widespread implementation of video conferencing for reference services has been limited, particularly in developing regions.
Nevertheless, as advancements in computer technology and telecommunication infrastructures continue to evolve, there is significant potential for increasing the use of video conferencing in libraries and information institutions. This growth could lead to enhanced reference services, making expert assistance more accessible to users regardless of their geographical location.
5. Call Center Based Software:
The use of call center based software to provide automated reference services can become a popular and important technology. The young generation has recently become very interested in this profession for its respectable salary. It is basically an imitation of the way customer service centers of various commercial organizations handle requests for service over the telephone or on the web.
Call center based software helps the reference librarian to manage reference requests in an integrated manner. In this case, there is usually an opportunity for direct interaction with the service recipient; usually this interaction or mutual communication is organized through the use of a “chat window”. Most call centers use –
a. Script: Use pre-made questions that are not typed in the chat. For example – ‘Welcome to the reference department’ What can I do for you?’
b Page pushing: Sends a web address to the user’s computer and displays the corresponding web page on his computer screen, usually used to display the results of an Internet search.
c .Form sharing: In this system, both the reference librarian and the service recipient see a form on the computer screen and the library fills out the form, which shows the service recipient how to do the task.
d .Application sharing: In this system, both the library and the service recipient can use a software package, such as a word processor or spreadsheet, together. This is called shadowing.
e .Co-browsing: Browsing the web together. In this system, either the librarian or the service recipient will be active and the other will demonstrate the process. For example, how to use a search or search for a topic on the Internet.
f .Evaluation: A reference After the interview is over, the recipient is sent a short form. By filling it out, he gives his opinion on how well his reference questions were met. That is, the service satisfaction reference is available from here.
6. Social Networks
Social networking is one of the platforms for providing online-based services, where various topics, activities, likes, dislikes, backgrounds and various aspects of life can be shared by building social relationships.
A user can participate in these activities by becoming a member of a social network platform through group friend requests. In addition to sharing, group and individual chats can be done through this platform. Social networks can be one of the most effective means for providing reference services for libraries and information institutions.
Currently, social networks such as Facebook, Google Plus, Twitter, Orkut, Bebo, Mixi, etc. are being widely used. A librarian can easily exchange information services using his automated reference service activities through all these social networks.
7. Blog:
A blog serves as a repository for web content and has become a popular medium for online journalism. Bloggers can post writings on various topics, as well as images, audio, and videos through their accounts. By maintaining a blog, a reference library can offer valuable reference services to users, leveraging the advantages of online facilities.
The above tools are provided in active reference in the library.
