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Internet reference chat – the Phibi adventure l l Swedish National Institute.

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Presentation on theme: "Internet reference chat – the Phibi adventure l l Swedish National Institute."— Presentation transcript:

1 Internet reference chat – the Phibi adventure l l Swedish National Institute for Working Life l

2 National Institute for Working Life n National centre of knowledge for issues concerning working life n Research and development n Increased knowledge of and in working life

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4 The Library n Staff, collection n National services n Main user groups n Arbline

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8 PHIBI Personlig Hjälp I BIblioteket

9 WHY?

10 n Need for better and instant user interaction n Putting hidden knowledge on the Internet n Our users already using Internet as a tool for communication n Our website is our first and only contact with many users

11 Questions and Concerns

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13 Workload and stress

14 Training and usage n How should we train the librarians? n Staff not getting enough time to learn the new technical issues

15 What is all about ?

16 Training – skills required n Typing skills n Computer skills - technical n Online skills - tools n Online communication skills – people n Multi-tasking skills

17 Skills expected n Omniknowledge n Digital legs n Fast, faster …

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20 UserLibrarian Webbrowser Chat client mIRC IRC-server WWW-server Java -applet roBot Pager Push Queue Log

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31 Setting up a code of practice n Language and ethics n Ambition - what kind of questions do we answer and how?

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33 Usability issues l Users dont use the common chatroom as we thought they might do l Maximum of two simultaneous users l Time factor important for understanding l Pushing pages

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35 Organisational issues l Difficult to do work that demands concentration at the same time as being on phibi schedule l Schedule – now two hours l Internal communication facilitated l Continous training and awareness of reference tools important

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39 Other applications n Classroom chats n Expert chats n As customer support in other library related functions – bookshop … n Building user communities

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41 The networked society n Mobility n Instant access n Always 24 h 7 days a week all year n Information n Education

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43 A Reference Revolution?

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46 THE END

47 Q uestions?

48 Internet reference chat – the Phibi adventure l l Swedish National Institute for Working Life l


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