Co-Browsing at the Reference
Desk
Richard E. Stern, MLS, Ph.D.
Seton Hall University
Presentation to LIDA Conference
Mljet, Croatia
June 3, 2005
Co-Browsing Demo:
Your Observations
Co-Browsing
• In Co-Browsing two people work together
on a search synchronously with separate
monitors with the same screen image and
separate sets of input tools (keyboard,
mouse, etc.).
Solo Viewing
• Users cannot see the screen, or do not
have a clear or comfortable view.
• The librarian views the screen, and tells
the user.
Co-Viewing
• Co-viewing is the process by which one
person inputs to a computer and one or
more other persons view the input from a
separate monitor and where the
participants are within visual view of one
another.
Co-Viewing at University in
Heidelberg (2004)
Multiple Means by Which
Librarians Assist Users
• Co-browsing system supports co-viewing, and solo
viewing.
• Librarians also support learning in other venues and
other media including virtual reference, classroom
instruction, and online guides including digital learning
objects.
Observation of Co-Browsing at
Seton Hall
• Librarians use the co-browsing capability
in different ways:
– To ask user to spell an unfamiliar word
– To observe user’s searching
– To demonstrate how to search
– To comment
– To allow user to continue searching while
helping another user.
Observation of Co-Browsing at
Seton Hall
• Situation and personal style determine
use: Librarians who prefer greater control
of the interaction tend to use co-viewing
capability in favor of co-browsing.
Why Not Invite the User
Behind the Desk or Go Out to the
User?
• Co-browsing allows for a free-flowing,
back and forth interaction between
librarian with use of separate monitors,
keyboards, and mice; other modes do not
optimize interaction between librarians and
user.
Benefits & Drawbacks of
Co-Browsing:
Your Opinion
Benefits & Drawbacks:
My Opinion
• User-centered: the focus is on the user.
• User is more active & involved:
– Utilizes keyboard & mouse
– Shows librarian and experiments
• Inquiry-based learning: Co-browsing
maximizes user interest through
involvement.
• Appeals to computer-oriented learning
style of Millennial generation.
Benefits of Co-Browsing to Users-2
• Responsive to affective domain and
evolution of user focus in Kuhlthau’s
stages of research:
– Initiation
– Selection
– Exploration
– Formulation
– Collection
– Presentation
Co-browsing in Virtual and at
Reference Desk
• Some virtual reference systems offer cobrowsing capabilities.
• At one large university librarians mostly
use co-browsing to show the user, not to
view the user’s search.
Co-Browsing & Disability
Co-browsing has
potential for aiding
librarians with limited arm
and hand movement to
provide reference service.
The librarian guides users
by voice. 3 of every
10,000 people suffer from
carpal tunnel syndrome in
the U.S.
(www.ninds.nih.gov)
Co-Browsing As Aid to Librarians
with Limited Hand Movement
• Potential for aiding librarians with limited
arm and hand movement.
 Thornton reported that among 43
responding ARL libraries in 1996, 322
employees (including students) received
medical treatment for carpal tunnel
syndrome, including twenty-two who had
surgery and seven who received therapy.
Video Splitter
An Example
Surge Suppressor
Co-Browsing Installation-1
Components:
– video splitter: enables one PC to display
image on two or more monitors
Name that device:
Video Splitter also known as VGA splitter, VGA
video splitter, video distribution amplifier, PC
video splitter, y connector for monitor, monitor
splitter, multiple monitor, video port expander.
Co-Browsing Installation-2
Components:
– Surge suppressor with on/off light indicator
• The second keyboard and mouse are
plugged directly into the workstation’s
multiple USB ports which can be found in
many newer desktops and laptops.
Co-Browsing Installation-3
•
•
On computers with insufficient USB ports
a device can be added with additional
ports, or mouse/keyboard splitter can be
added.
Skills needed to install co-browsing and
inputting devices include knowledge
about PC hardware and some
experience in PC assembly.
Best Practices at Reference Desk
• ALA Guidelines for Behavioral
Performance of Reference and Information
Service Providers (2004), geared to all
types of libraries, does not address
optimal use of the computer in reference
transactions in academic libraries.
For the Future
•
•
•
•
Experiment with use in more libraries
and in other settings such as IT.
Develop guidelines for use.
Find ways to enhance co-browsing. Is
there a way to provide the user with a
transcript of the reference transaction?
Evaluate co-browsing.
Evaluation of Co-Browsing
Compared to Solo & Co-Viewing
•
•
•
•
Is user knowledge or know-how
advanced?
Is the user satisfied?
Is user confidence increased?
Is the user inclined to consult with a
reference librarian in the future?
Chinese Proverb
& Co-Browsing
• Tell me and I’ll forget.
• Show me and I may remember.
• Involve me and I’ll understand.
– Solo viewing
– Co-Viewing
– Co-Browsing