Digital Referencing: New methods for the Reference Librarian

DIGITAL REFERENCING: NEW METHODS FOR THE REFERENCE LIBRARIAN

BY

SARAH ERHABOR OZUEM

 

Introduction

Reference is a critical service in the library atmosphere that has been changed by technology in the 21st century,technology has greatly change the pattern of services that is been rendered in our libraries today. This article is designed to create awareness for digital referencing and the various methods available in the digital environment.

 

Introduction

 

Digital reference as define by Zanin-yost (2004) is a way of helping library patrons "not only on the desk, but in cyberspace" it is the use of digital techonologies and resources to provide direct, professional assisstance to people who are seeking information, wherever and whenever they need it

(Janes, 2003). In this era of technologies, patron of libraries sits in the comfort of their homes to search and borrow materials and even meet with the reference librarian without physically going to the library as witnessed in the past century. Pomerantz, (2003) in his work define digital reference as " Human-intermediated assisstance provided to users via electronic media in fulfillment of user's information needs".

 

According to Rosch, (2003) there are different type of digital reference which can help get reference quickly and remotely without visiting the library physical walls. In his words " The library can use this service to attract new users". they include the following:

• Chat reference
• Email reference service
• video conferencing
• Web contact center
• Web forms
• VOIP

CHAT REFERENCING

Chat Referencing is also known as a real-time reference, live online snychronous online reference, virture reference. As define by Zanin-yost (2004) is "a two-way converstion in real time, very much like talking to a reference librarian in person. chat users can receive immediate feedback, thus they can use written language in the same manner used in a person-to-person conservation". Chat referencing is made available for free while using Internet Relay Chat (IRC) or Instant Messaging (IM). other services such as LSSI's Virtual referencing Tookkit and Metropolitan Cooperative Library System's 24/7 Reference are made avaiable for a fee.

This method of easy communication between the Reference Librarian and the Library patron's has made library reference services more accomodative as users won't wait for long a period to get feedback from librarians, remote access and co-browsing are all advantages that can be derived. Despite this benefits, chat referenccing is disadvatangeous in the following:

• Lack of verbal or visual cues (Jane, 2002): person-to-person communication usually attracts clearly understanding as some people express their feelings through demonstrations and illustrations.
• Impatience from users during transaction (Stormont, 2001): Some Library are impatience when making enquiries, they need urgent answers when what source for will require more time to get desire results.
• Users who leave the session without notice (Francoer, 2001): This may be as a result of internet accessibility from the user's end.