A National Virtual Reference Service for the U.S.? Discussion, ALA Midwinter 2011#nationalvr<br />Susan McGlamery<br />Que...
Raising the visibility of Reference<br />Make the library the first choice for high-quality reference service<br />Reach n...
How do people find information?<br />
Where Search For Top Topic Begins<br />In general, most go to a search engine when searching for the topic they search for...
2009 Library Services Study<br />Harris Interactive’ survey: October 28 to November 12, 2009 <br /> 2,743 qualified respo...
Ever Started a Search Using a Search Engine and Ended up at a Library Web site<br />Approximately one in five have started...
Likelihood of Using Services Offered by Local/Campus Library<br />Nearly four in ten are very/somewhat likely to use event...
Consumers and Question & Answer Sites<br />Among those who use Q&A sites (982 of the 2,743 or 36% surveyed) , searching fo...
Online Library Information/Resources Valuable to Access From Sites (cont’d)<br />Thirty-one percent of primary public libr...
Usage of Online Information Sources <br />Question & Answer sites are used by nearly one-half of those who use their mobil...
How Question & Answer Sites are Accessed<br />Nine in ten use Q&A sites for free.<br />© Harris Interactive<br />11<br />b...
Reasons For Using Question & Answer Sites Instead of a Library<br />One-half of those who use a fee-based service to acces...
Yahoo!Answers UK knowledge partner<br />
Why a national service? <br />Easier to promote<br />Embed in partner sites<br />Subject expert referral networks<br />Sav...
Statewide services<br />
Enquire: UK public libraries<br />2004 – present (successor to email service)<br />Steady increase in statistics due to em...
National services in the U.S.<br />CDRS [now QuestionPoint Global Reference Network]<br />Internet Public Library<br />24/...
AskNow (AU): 2002 - 2010<br />Decline in usage (58% from 2004 to 2010)<br />Disproportionately used for “homework help”<br...
Models<br />A. Promote “Ask” [like “Read”]<br /> Intelligent re-direct to existing services based on IP, geolocation,...
A: “Ask” campaign<br />What organization will take this on?<br />What is being promoted? <br />E.g., Got questions? Ask at...
B. Re-direct<br />What method to use?<br />What if anything should be asked of user before re-direct: zip code? State? <...
C. Triage<br /><ul><li>Collaborative answering of “simple” questions, referral to subject/local expert for harder questions
Who/which group does initial sorting?
Quality Review
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National VR discussion

Discussion at ALA MW 2011 re a national virtual reference service for the U.S.
Published on: Mar 3, 2016
Published in: Education      
Source: www.slideshare.net


Transcripts - National VR discussion

  • 1. A National Virtual Reference Service for the U.S.? Discussion, ALA Midwinter 2011#nationalvr<br />Susan McGlamery<br />QuestionPoint product manager<br />mcglames@oclc.org<br />
  • 2. Raising the visibility of Reference<br />Make the library the first choice for high-quality reference service<br />Reach new users<br />Serve users where they are, when they need help: Point of Need<br />Expand reference availability<br />Increase library’s visibility and web presence<br />
  • 3. How do people find information?<br />
  • 4. Where Search For Top Topic Begins<br />In general, most go to a search engine when searching for the topic they search for most frequently on the Internet.<br />© Harris Interactive<br />4<br />a<br />b<br />Q1710 Where do you typically begin your online search for information related to… ? <br />Base: Qualified Respondents: Total (n=2743), Primary Library University (n=311), Primary Library Public (n=1377)<br />
  • 5. 2009 Library Services Study<br />Harris Interactive’ survey: October 28 to November 12, 2009 <br /> 2,743 qualified respondents. <br />Reside in the United States or Canada;<br />Age 15+; and<br />Does not personally work nor does anyone in the immediate family work in the library industry<br />weighted demographically to represent the online general population of US/Canada<br />© Harris Interactive<br />5<br />
  • 6. Ever Started a Search Using a Search Engine and Ended up at a Library Web site<br />Approximately one in five have started a search using a search engine and ended up at a library Web site.<br />© Harris Interactive<br />6<br />Total<br />Primary Library – University(a)<br />Primary Library – Public<br />(b)<br />b<br />a<br />No<br />Yes<br />Q1830 Have you ever started a search using a search engine and ended up at a library Web site?<br />Base: Qualified Respondents: Total (n=2743), Primary Library University (n=311), Primary Library Public (n=1377)<br />
  • 7. Likelihood of Using Services Offered by Local/Campus Library<br />Nearly four in ten are very/somewhat likely to use event/community calendars and research assistance if these services were offered by their library.<br />© Harris Interactive<br />7<br />Q1925 If your local or campus library offered the following services, what is your likelihood of using each through your library? <br />Base: Qualified Respondents<br />
  • 8. Consumers and Question & Answer Sites<br />Among those who use Q&A sites (982 of the 2,743 or 36% surveyed) , searching for an answer to a question is the most common activity.<br />© Harris Interactive<br />8<br />Q1200 What do you typically do while logged into question & answer sites? <br />Base: Use question & answer sites: Total (n=982), Primary Library University (n=77), Primary Library Public (n=532)<br />
  • 9. Online Library Information/Resources Valuable to Access From Sites (cont’d)<br />Thirty-one percent of primary public library users find it valuable to access online reference materials from question & answer sites – this is significantly higher than that of primary university library users (21%).<br />© Harris Interactive<br />9<br />Q1945 What types of online library information/resources would be valuable to be able to access from each of the following sites, even if you don’t personally use the site(s)? <br />Base: Qualified Respondents<br />
  • 10. Usage of Online Information Sources <br />Question & Answer sites are used by nearly one-half of those who use their mobile phone to access online information sources.<br />© Harris Interactive<br />10<br />Q1730 How often do you engage in the following activities using your mobile phone? <br />Base: Use mobile phone to access online information sources<br />
  • 11. How Question & Answer Sites are Accessed<br />Nine in ten use Q&A sites for free.<br />© Harris Interactive<br />11<br />b<br />Q1210 How do you access question & answer sites?<br />Base: Use question & answer sites: Total (n=1281), Primary Library University (n=96), Primary Library Public (n=701)<br />
  • 12. Reasons For Using Question & Answer Sites Instead of a Library<br />One-half of those who use a fee-based service to access Q&A sites use them instead of a library because they get answers quicker.<br />© Harris Interactive<br />12<br />Q1260 Why do you decide to use question & answer sites instead of using a library? <br />Base: Use a fee-based service to access question & answer sites: Total (n=75), Primary Library University (n=6), Primary Library Public (n=34)<br />Note: Small sample size(s)<br />
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  • 20. Yahoo!Answers UK knowledge partner<br />
  • 21. Why a national service? <br />Easier to promote<br />Embed in partner sites<br />Subject expert referral networks<br />Save costs<br />Do national services work?<br />
  • 22. Statewide services<br />
  • 23. Enquire: UK public libraries<br />2004 – present (successor to email service)<br />Steady increase in statistics due to emphasis on local services chat<br />Nationwide service but only slightly over half (80 authorities) contribute funding and staffing<br />
  • 24. National services in the U.S.<br />CDRS [now QuestionPoint Global Reference Network]<br />Internet Public Library<br />24/7 Reference Cooperative<br />My Info Quest<br />Digital Public Library of America<br />strategies for improving public access to comprehensive online resources<br />
  • 25. AskNow (AU): 2002 - 2010<br />Decline in usage (58% from 2004 to 2010)<br />Disproportionately used for “homework help”<br />Staffing is too resource intensive<br />
  • 26. Models<br />A. Promote “Ask” [like “Read”]<br /> Intelligent re-direct to existing services based on IP, geolocation, etc<br />Plug-in; apps (google scholar)<br />C. Triage: <br />National “Ask” handles “easier” questions<br />Referral to local or subject experts for more complex<br />D. Allow/encourage end-user participation<br />E. Other<br />
  • 27. A: “Ask” campaign<br />What organization will take this on?<br />What is being promoted? <br />E.g., Got questions? Ask at your library!<br />
  • 28. B. Re-direct<br />What method to use?<br />What if anything should be asked of user before re-direct: zip code? State? <br />What if there is no virtual reference service at the user’s local library?<br />WorldCat “Find in a library” concept?<br />Platform issues?<br />
  • 29. C. Triage<br /><ul><li>Collaborative answering of “simple” questions, referral to subject/local expert for harder questions
  • 30. Who/which group does initial sorting?
  • 31. Quality Review
  • 32. policies and procedures
  • 33. Follow through on questions
  • 34. Session Review
  • 35. Reference training
  • 36. Reports/statistics: how to get buy-in
  • 37. Platform issues?</li></li></ul><li>D. End User Participation<br />Popularity of consumer Q&A sites<br />Collaborative benefits<br />More sustainable?<br />Librarian expertise: valued by users?<br />
  • 38. Continue the conversation!#nationalvr<br />mcglames@oclc.org<br />