1. Reference Services in Computer Age & Management of Reference Department Muhammad Naeem

2. Contents What is Online Reference Service Ask a Librarian Reference Services E-mail-based Reference Service Chat-based Reference Service The Collaborative Digital Reference Service (CDRS)

3. What is Online Reference Service  Reference Service in Computer Age is currently defined as the distributed exchange of information between library reference staff and users, using e-mails, online databases and online chat software etc.  The provision of reference services involving collaboration between library users and librarian, in a computer based medium.

4. Ask a Librarian Reference Services Non-library based Usually staff/Researcher/Students Most accepted questions, Decide which to answer, and then post those answers.

5. Online Reference Service Expert registers and picks categories User picks an expert and posts a question Expert receives an e-mail with the question and a link to the page with the answer options.

6. Example

7. E-mail-based Reference User sends an e-mail with a question to the reference department of the library. Dedicated staff member or team monitors the account’s inbox for new questions. Librarian finds the answer and sends an e-mail back to the User.

8. Chat-based Reference Live User accesses the library’s chat service with their Web browser Librarian greets the user and asks their question Reference interview performed as needed

9. Chat-based Reference Cont. User put on “virtual hold” Librarian finds the answer and types it back to the User User disconnects from the chat system

10. Sources of Chat based Reference Service  Yahoo chat messenger  ICQ  AOL Instant Messenger  Web Based Chat Room e.g. Anexa.com  Chat Software (e.g ConferenceRoom from WebMaster)

11. The Collaborative Digital Reference Service (CDRS) Sponsored by OCLC and LOC Library to library reference service

12. Cont.. Library registers for the service and fills out a profile Contact information Subject areas Times available Asking library posts a question to the system

13. Effects of these Services Ask a Librarian services are popular with the public but are not viewed as serious competition to the library world. So far, most libraries have reported that the library-to-user services have had a minimal impact. CDRS is still in the early stages but participants have had significant success.

14. Reference Sources Printed Reference Sources Online Reference Sources (as mentioned above)

15. Management of Reference Department Requirements Staff (IT Skilled Staff) Equipments (Computers, Multi-media, Scanners, Internet etc.) Sources (Printed and Online) Access to Online Databases (Open Access & Hired) Budget for Future Development

16. Questions?