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Review Services Reference
Emerald
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library.
the outside and inside both tools those with have librarians and users experiences
different the by shaped are chat and messaging instant like tools using provided
be can that service of type the about Expectations titients. depai service customer
retailers' with connect to even and colleagues, or classmates with communicate
family, and friends with up keep to communication synchronous online using
to accustomed more grown have alike users and librarians emerged, first services these
since years the In widespread. ubiquitous, not if are, services (VR) reference Virtual
Introduction
paper Research type Paper
work Virtual servioes, Reference literacy, Information instruction, Library Librarians, Keywords
transaction. reference virtual the in instruction
providing towards attitudes librarians' on or transaction reference virtual the during instruction
literacy information either on specifically focuses that literature limited is There Originality/value
programs. reference virtual for implications
staffing and/or policy have also may Findings practice. individual improving as we!! as training
reference virtual consortial or institutional for useful be will Findings implications Practical
reference. virtual provide currently not do who librarians of attitudes
the explore not does survey the and settings library special or public to applicability its limiting
potentially libraries, academic from are respondents Most limitations/implications Research
practices. reference and pedagogy
unique require might that environment reference virtual the of characteristics some highlight
to used is communication mediated computer in control on study Muncer's and Made!! and search
exploratory of concept Marchionini's of Discussion barriers. and concerns identify also but encounter,
reference virtual the during instruction providing in value see surveyed librarians The Findings
scale. Likert six-point a using references virtual about
statements with disagreement or agreement rate to asked are respondents information demographic
gathering to addition In software. reference virtual via instruction providing towards attitudes about
surveyed are services reference virtual provide who Librarians Design/methodology/approach
literature. relevant review to and transactions reference virtual
in instruction towards attitudes librarians' investigate to is paper this of purpose The - Purpose
-
-
-
-
-
Abstract
USA Oregon, Corvallis, Libraries, University State Oregon
2009 August 15 Accepted
2009 August 14 Revised
2009 June 25 Received
421
environment
reference
virtual The
Deitering Anne-Marie
and USA, Oregon, Bend, Campus, Cascades University, State Oregon
Gronemyer Kate
environment reference virtual
the in instruction about attitudes Librarians'
different" it's
that just harder, it's think don't "I
www.emeraldinsight.com/0090-7324.htm
at available is journal this of archive text full and issue current The
this
However, interactions. instruction reference virtual to essential, not
if
important,
is
software co-browsing that Ross Bucher and Hirko with agree who many are
There
reference. virtual of facets other about provide texts these
information detailed specific,
an
the
given
omission
odd
is
to paid attention
instruction
of lack The instruction. in sharing
or
application
co-browsing
of utility potential
the on focus they particular, In tools. the on instead focus
but practice librarian's
the for means this what discuss not do they however
reference;
for competency core a as literacy information list (2004) Ross virtual of providers
Bucher and Hirko
environment. reference
any to apply to enough generic are
themselves
competencies
the
but
and intermediate, beginner, at instruction for competencies include levels, advanced
does Assessment
to Competencies From Service: Reference Virtual in
chapter
(2008)
Wasik's
Training.
Reference Virtual (2004) Ross's Bucher and Hirko or
Practices
Best
Reference
Virtual
(2009) Kern's like service reference virtual to
published
recently
most the in
even attention little receives pedagogy why handbooks
explain may perspective
This
transaction.
reference virtual the to
unique
practice
pedagogical
no is there
examine
to
need
then true, is this If 2006). Moyo,
a or virtual a in
example,
(for
environment
face-to-face
place takes it whether different significantly not is
instruction
that
maintain Some
instruction? include
will transaction reference virtual a that expect
librarians and students Do appropriate?
technology the Is instruction? to itself lend reference virtual Does
transaction.
reference virtual the into instruction integrate we how examine also
we that
important is it practice reference
our to
physical
instruction
of
centrality
the Given
instruction. include will desk
at
reference
the
interactions
that understand
students most that found (2007) Lehmann and Gremmels College,
Wartburg at services
reference face-to-face of study their In expectation. this
share
Students
researchers.
self-sufficient be to students teaching is service reference of goal the that
understand
must librarians desk,
at
reference
the
to
teach
that
arguing
further, steps several
this takes (2002) Elmborg 2004). RUSA,
(ALA
to sources specific and
researchers
pathways useful tips, suggest as well as
strategy search the "explain to
sequence"
and
able be will providers those that expects (ALA),
Association
Library American The of
(RUSA) division Services User and Reference the Providers
Information and Reference
of Performance
Behavioral
for
Guidelines
their
In accepted. generally is learning
for opportunity an is setting, academic an in
particularly interaction, reference a
That
literature the in instruction and Reference
communication.
on
computer-mediated
and
search
exploratory
research
of light
in analyzed then are assumptions and attitudes
users.
These
and
technologies
services,
reference virtual about assumptions and attitudes
librarians'
reveal
results survey The
reference. virtual during instruction research providing about
attitudes their on report
to librarians asking survey
their of results the present authors the paper, this In
email. via and phone, the over person, in years for
offered
have
libraries
services reference the to practice and
philosophy
both
in
similar
is
itself
service
the
about talk we way the evolve, to continue
tools
the
While
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reference
virtual to
bring librarians assumptions the on reflect to time the
to
take
helpful
is it mainstream
the into and edge cuffing the off move tools messaging text
and instant As
422
37,4
RSR
423
environment
reference
virtual The
2.0 Library the and Libraries, Meebo Section, Instruction ACRL the to belonging
groups Facebook of "walls" the to posted messages of combination a using recruited
was software reference virtual integrated and/or messaging instant using assistance
reference provide who participants of sample convenience A SurveyMonkey.
service web subscription the using survey web-based a created authors The
Methodology
2008. Spring, in survey a conducted we area, this in attitudes and skills
own their perceive librarians how understand to begin To
environment. virtual the
in learn patrons help to necessary attitude the and skills the have librarians whether
is explored adequately been not perhaps has What transaction. reference virtual
the in belongs instruction that idea the to resistance of documentation any, if little, be
to appears There search? to how users virtual teaching resist librarians might Why
so. did instruction provide
to chance the had who librarians the of percent) (31.7 one-third than less opportunity,
this Despite transaction. the during guidance instructional some provided have
could librarian the that meaning transcripts, the of three-quarters almost in relevant
was measure this that determined researchers The 14). p. 2006, Tucker-Raymond,
and (Hyde strategy." or process search the including guidance, instructional
some provided or offered librarian "[tjhe whether at looked that one including
measures, performance 19 using transcripts, of months nine examined researchers
The service. reference digital statewide Oregon's L-Net, for services reference
virtual providing librarians of performance the evaluate to transcripts reference
virtual of analysis an used Tucker-Raymond and Hyde study, 2006 their In
query. complex a navigate patron a help less much interview, reference a manage
to them allow to simplistic too simplistic, inherently is tools online other or messaging
instant using communication that believe librarians some that suggest (2007) Long and
Steiner how." me show you "can like phrases using by instruction invited specifically
had patron the when even sources, the found they how indicating even without
students at resources pushed simply librarians transactions some In librarians. the
from came search to how students teaching to resistance the sometimes that found also
they Oddly, transactions. reference virtual during learning in interested often are least,
at students,
(2006)
that
found
Graves
and
Desai
interaction. online an in search to how
learn to motivation patron's or
student's
the is consideration important Another
capabilities. co-browsing any of advantage
taking without even transactions reference virtual appropriate of percent 80 over
in provided already was instruction because and software co-browsing with difficulties
technical frequent were there because both services, reference virtual library
their of patrons for instruction in increase an in result not did co-browsing that found
They perspective. alternative an offer (2006) Desai and Graves Web." the on anywhere
patron the escort to capability "the includes that software on depends encounter
reference virtual a of part as instruction provide to desire" and "ability librarian's the
that claiming further, goes 226) p. (2006, Moyo trouble. into runs student a when and
how know will librarian the way only the is software co-browsing that suggests (2005)
Woodard evidence. on based conclusion a as than truism a as stated often more is idea
systems. integrated using YR provide only who and software messaging instant
used never have who librarians
came
responses
from
percent)
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to except
use never
provide
TM
who
librarians
from
came percent) (31.5 responses the
of one-third almost spectrum,
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of
end
other the
On communication. professional or personal for daily IM using reported (89)
half than
more little a group, this Of co.workers. or colleagues
family, friends,
with
communicate
to weekly least at TM use percent) (52.5 respondents 175 communication.
professional
and personal for
use
on
tools
messaging
instant
of
their
reported
also
Librarians
week. per
more
service
of
11
hours
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reported percent)
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week.
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reference
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More
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YR
providing time their of lot
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reference.
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provide
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some use libraries their that reported percent) (45
respondents 143 remaining
The QuestionPoint. OCLC's like product service reference virtual integrated an
adopted has library their that indicated percent) (21 respondents 67 once. at accounts
TM several monitor to Meebo like aggregator
web-based a or Trillian like aggregator
desktop a use they if distinguish further to them ask not did survey The services.
to
or
YR
provide
Yahoo!,
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software,
(TM)
use percent)
Messaging
Instant
(34 respondents 110
use
services.
YR
to
provide
librarians
these
tools the to regard
more were responses
with distributed
evenly
The
institutions.
academic four-year
or two- at librarians from came percent) (82 responses
of majority overwhelming
The items. all completed people 294 responses; 370 generated survey The
results Demographic
do. actually they report they what and transactions reference virtual in
instruction
about believe they say librarians what between
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Respondents scale. Likert six-point a using reference virtual about statements with
disagreement or agreement their rate to respondents asked that questions 15 included
section This services. reference virtual toward attitudes librarians'
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The libraries.
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virtual integrated and/or messaging instant of use respondents' about worked,
respondents which in librar(ies) of type the about items included survey The
and Buslib-L, ILI-L, Nextgen-L, lists email the to sent messages and groupInfolit-L.
interest
424
37,4
RSR
425
environment
reference
virtual The
the with disagreed percent) (55 librarians of majority small A reference. virtual provide
to use they tools the about attitudes their in divided evenly fairly are Librarians
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428
37,4
RSR
429
environment
reference
virtual The
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432
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RSR
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www.emeraldinsight.com/reprints details: further for site web our visit Or
reprints®emerakllnsight.com e-mail: please article this of reprints purchase To
Libraries. University State Oregon at Initiatives
Learning Undergraduate for Professor McEdward Franklin the is Deitering Anne-Marie
kate.gronemyer@osucascades.edu
at contacted be can and author corresponding the is Gronemyer
Kate Oregon. Bend, in located
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