1. 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Steen Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk Ask a Librarian : Web-Based Reference Question Services A model for Development

2. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Introduction Web-Based Reference Question Services The Traditional Reference Interview Communication Barriers E-mail reference interview The Triangular Model Survey of Scandinavian Reference Question Services A model for Development

3. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Web-Based Reference Question Services Definition A service introduced on the library’s web site The patron can submit a question The question is handled by a human intermediary Provides an answer directly for the patron It is an alternative to the traditional reference services

4. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 The Traditional Reference Interview Purpose of: To clarify the information need To obtain necessary information about the question and the patron This helps the intermediary to answer the question satisfyingly

5. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Communication Barriers Problems in the reference interview The nature of the information need Unclear and vaguely formulated The patron’s information illiteracy Lacking knowledge about the library Lacking understanding of the intermediary

6. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Communication Barriers Overcoming communication barriers Acting as a catalyst Using interviewing techniques Announcing intensions

7. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 E-mail reference interview Ability to handle the same kind of questions Problems interviewing by e-mail An asynchronic way of communication Often unstructured Difficulties in obtain the necessary information Can be resolved by using a form

8. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 The Triangular Model Information Literacy Reference Question FormInformation Need The Patrons’ Presentation Cognitive tools

9. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 The Triangular Model : The Patrons’ Affecting Information Need - Information Literacy Educational level Knowledge of the Internet Prior experience with the service General knowledge of the

10. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 The Triangular Model : Presentation Affecting Information Literacy - Reference Question Form Introduction Explanations Examples Communication Alternatives

11. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 The Triangular Model : Cognitive tools Affecting Information Need - Reference Question Form Structure Interviewing techniques Examples

12. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Survey of Scandinavian Reference Question Services Evaluation chart based upon the triangular model Examined all Scandinavian public libraries’ web sites Found 54 different services of which 15 were chosen These were categorised in 3 types: The e-mail pattern The simple form The elaborated form

13. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Survey of Scandinavian Reference Question Services The e-mail pattern Provides a mailto-link for submitting the question Short introduction with little explanation No structure helping the patron formulating the question Does not secure the necessary information for the intermediary Can not replace the traditional reference interview Will often require additional communication

14. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Survey of Scandinavian Reference Question Services The simple form Provides a text-box for submitting the question Obtains name and e-mail address Can included a more detailed introduction No structure helping the patron formulating the question Does not obtain all the necessary information for the intermediary Can not replace the traditional reference interview Will often require additional communication

15. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 Survey of Scandinavian Reference Question Services The elaborated form Provides several text-boxes for submitting the question Address several aspects of the information need Includes detailed introductions and explanations Provides a structure helping the patron formulating the question Obtains most of the necessary information for the intermediary Can replace the traditional reference interview to some extent Does not require additional communication

16. Steen, Ammentorp, Lecturer, MLI.Sci. Royal School of Library and Information Science sta@db.dk 11th NI&D Conference. Spring for information Reykjavik 30. May – 1. June 2001 A Model for Development Existing Scandinavian Web-Based Reference Question Services can be improved The elaborated form is better off dealing with the patron’s information need and information illiteracy. The triangular model can be used to developing the elaborated forms