Library Reference Services - Research Paper Example

Library Reference Services: Comparing traditional and technology-enabled Libraries have been around since a very long time. The Royal Library of Alexandria was one of the largest libraries of ancient times. It was the hub of scholarly activities that took place from the third century up till its annihilation half a century before the Gregorian calendar made its shift from BC to AC. The oldest library in the US started from four hundred books, and today the country boasts over 122, 000 libraries. Starting from collections from the Near East, the concept of libraries has evolved over the time. A few decades ago, a typical library was a large hall, with bookshelves aligned in an organized fashion and books arranged eerily. There was a strict librarian always on the prowl, looking for miscreants or any one indulging in desecration of the books. The lights of the library were kept on low beam. Loud talking was not permissible, and neither was eating in many libraries. The reference librarian was the considered the epitome of knowledge and power since she knew what was present in every corner of the library. Patrons were to observe a preformed conduct, as shaped by the environment of the library. They were to enter the library and to direct themselves to the required section, seeking the help of the reference librarian if he or she was not aware of the layout of the library or if the instruction signs were not clear. Traditional Reference Librarians: Dealing with patrons Although the reference librarians attended phone calls and faxes, they preferred having a face-to-face interaction with the customer so that they can understand the needs or complaints of the customer better. The books in the reference books section could not be issued and were for in-house use only. The reference desk used to entertain queries of people who could not find what they were looking for, or wanted access to the reference books that were stacked behind the reference desk. The reason for such limitations on reference books was that they were popularly sought after, or were too valuable to be issued and could not be risked any damage. The reference room was provided with card catalogs and ready reference material, which proved to be an instrumental asset in guiding the patrons to the material they needed. The preliminary step to attain what the customer needed constituted having an interview with the reference librarian. The librarian helped the customer gain access to online databases and electronic records. The access was, however, in the hands of the librarian. She not only typed the searches, but also had the passwords for material that was under restricted access. The librarian was also expected to help customers in developing research tactics for dissertations and papers. If the librarian was able to provide the customer with the information that he or she needed, it meant that the librarian had performed satisfactorily. New Era of Reference Services With advances in computer technology and digitization, and the gradual imbuement of these elements in to the traditional library setting, there has been a transition from traditional to a more technology-dependent environment. The Internet and the World Wide Web have revolutionized the world of reference services. Although scientific innovations and the use of technology have become common recently, librarians had acknowledged the need to assess and revise reference services as early as the 1980s (Carlin, 2007). Although the Internet was available back then, it was not until the introduction of the WWW that tremendous boast in its use was seen. WWW opened a new dimension to the process of information retrieval. Since the past few years, there has been increasing precedence for the use of technology in reference services. This has changed the image of the typical reference librarian. Librarians used to be proud at knowing what collections the library held and at being the only ones who had access to certain information. The WWW has changed this image. People could access and retrieve information without the help of the reference librarians through customer-friendly databases and online catalogs. Libraries have started using Web 2.0 from 2005, and the shift has been called library 2.0. There has been a unanimous approval amongst librarians that there is a dire need to follow the evolutionary flow if the libraries are to maintain their crucial part in the build-up of collections and information retrieval (Reddy, Babu & Ramaiah, 2006). Internet and the Web 2.0 offer multifarious advantages, ranging from increased communication and exchange of information to greater interactivity and more efficient information retrieval. The library 2.0 helps to bring together technologies that can make the processes of the libraries smoother. As technology started to become common, the reference room underwent a change. The room became the center of information retrieval; it allowed users to retrieve information through computers and other non-traditional ways. Moreover it was no longer the quiet sanctuary that housed limited access books. It was given full access to patrons to retrieve the information that they needed through databases and online catalogs. Digitization soon followed, with books now being offered in both electronic and physical formats. The digitization process opened new markets, where publishers saw the potential for converting reference books into digital form and the advantage of lower storage costs. This was of benefit to both the library and the patrons, since the users could access information without using hard copies and preventing any damage to them. Comparing traditional and non-traditional forms of reference services No matter what tool the reference librarian uses, the aim is to meet the needs of the customer and to help him acquire the information that he or she needs. So on similarity of using traditional and non-traditional forms of reference services is that they are both aimed at achieving customer satisfaction. The Web opened new information portals. This leads to a problem; users were not aware of how to use the Web to retrieve information. Consequently, reference librarians got another responsibility; they were to educate the users about how to actively access resources. Oakleaf and VanScoy (2010) have given an overview of the eight instructional strategy codes that should be used by virtual reference librarians. Professionals that are related to information retrieval and IT are expected to assume the role of educating the service users as well. The methods of informing the customers have also changed. Reference librarians use subject guides and other materials related to the course and make it available on the library website, allowing students easy access to them. In contrast to that, traditional methods of informing students included giving out handouts, which did not see the outside of the library premises. The delivery of instructions by reference professionals has also seen a transition from traditional means of information dissemination to the more dependency on technology. Earlier professionals had employed channels such as classroom discourse and one-on-one sessions. However, although traditional methods are still being used today, there has also been the use of websites such as Facebook, Twitter and YouTube to give instructions beyond the domain of the classroom. The method is gaining popularity because of its approach and access to users who can not physically be available for classroom sessions. Moreover, the instructions remain the same, and the method is of great benefit to university and college students. Students can use online materials and lectures posted by their teachers any time they want, and can listen to them repeatedly. The lectures can be stored in hand-held devices, making them free from site restrictions. Traditional settings do not provide this advantage. If one was not able to attend a class, the only way he or she had to cover up was to ask for peers for notes, or depend on their knowledge to get an idea of what had been taught in the class. Allowing access to these lectures online also makes it easy to share this information; furthermore, RSS feeds can enable the students to gain knowledge and related information from a number of related websites. One obvious difference between traditional and digital means of information retrieval is that digital libraries provide immense opportunity for service users to deposit as well as share and use information (Kresh, 2007). Virtual reference services have started to gain precedence over traditional reference services, especially over the past nine years. Leonhardt (2006) observes that a virtual reference tool permits a library to “deliver real-time (synchronous) reference service to a user who is not physically at the reference desk”. The three main tools used to put virtual referencing into practice are text messaging, email and online chat. Over the time, librarians observed that there was a reduction in the number of in-library request for help at the reference desk. The motivation for providing virtual services for users came from two main reasons. One was that libraries wanted to provide services that were time and place independent. The second reason was that they wanted distant, house-bound users to access information easily as well. As a result, libraries are now providing virtual services. Virtual reference is also known as digital reference, e-reference, electronic reference, remote reference, Internet information services, live reference, and real-time reference (Shaw & Spink, 2009). Libraries have not shunned traditional methods; non-traditional methods are being implemented along with traditional ones in order to meet the technological needs and preferences of the contemporary users. For instance the Milner Library at the Illinois State University launched an instant messaging service, “LibraryH3lp” that offers integrated web chat and IM platform (Kosur, 2010). The service is easily accessible- just a click away on the Internet. Instant messaging and text messaging can thus allow libraries to meet the needs of the customer by offering easy to access and low cost services. Traditional reference services, on the other hand, do not provide patrons with such conveniences. Some libraries are not open through out the week, and so patrons can not approach the reference librarian in those days. Any email system, like Google Chat, AIM, MeeboMe and MSN, can be used by reference librarians to chat and instant message their customers. In addition, MeeboMe is does not require any client software or special protocol. It is web-based and can allow librarians quick access to customers. Professionals can also use chat sources embedded as widgets. Librarians are given instructions to implement these; librarians also allocate specific timings for users to interact with them. Customers are looking for prompt replies to their enquiries; using virtual services help librarians to meet such demands of the patrons. Chatting offers a diverse range of advantages. From having no limit at the length of the conversations, to anonymity of the users, and allowing multiple users to interact in one conversation window, chats allow librarians and users to interact quickly, as if they were interacting face-to-face. Chat conversations can also be stored, and transcripts can be exchanged. Traditional means of reference servicing can not be accessed outside the operational hours of the library. However, non-traditional reference servicing can allow patrons to interact with the reference librarian outside the office hours. One of the drawbacks of using chatting services is that conversations are disrupted if connection is lost. However, this is a minor problem since connection can be restored. Overall, technology enabled reference servicing through chats and online conversations have many advantages over the traditional reference services. Networked technologies have both supplanted and supplemented the traditional methods of reference services. The Net Generation, i.e. the current generation of school going children, considers instant messaging and emailing a norm, where we regard them as emerging technologies. In order to cater for this generation, library reference services have to use means that are technology dependent to meet their needs. As a result, there is less usage of telephone and the need to physically visit the library. However, advances in technology and the transition to more technological means of information retrieval do not wipe out the role of traditional libraries. People might prefer traditional libraries for physically browsing through the material, and to take help from a ‘real’ person right on the stop. According to Liu (2008), the desire for a communal space for learning highlights the importance of traditional libraries in the current world. Moreover, despite the increasing amount of information that is available on the Internet, it can create hindrances for people when filtering large amounts of data that they need. Studies also indicate that despite diverse genders and cultures, for example American, Chinese and Mexican, the inclination for reading printed text remains strong. Reading print media is part of the tradition of cultures, and no matter how digitized the world becomes, the preference for print form is not likely to vanish. Some users will still prefer print catalogs and will come to the library to retrieve the information that they require. In a research that was conducted by Krupa (2006), people prefer traditional forms of library references because of the reliability of the service. Use of the Internet can present problems like uncertainty about the accuracy of the information and its authenticity, poor quality of some information and, for some participants of the study, chances of being addicted. Therefore, the quality of the traditional form of reference service is better than that offered by technology enabled services. Moreover another reason due to which traditional forms of reference services have an edge over technology enabled forms is that librarians find it a challenge at times to understand the need of the user at the other end of the email or the instant message. In contrast to that, traditional methods of reference services, like face-to-face conversation, can help facilitate the process of communication and enable the service user to articulate his or her need more articulately. Face-to-face communication, or even conversation on the phone, gives librarians the idea about the cultural background and the sort of personality the customer has. Non-traditional means do not provide this advantage. The reference librarian does not know the customer who is on the other end. Therefore, there are chances that she might say something that might offend the patron. Face-to-face conversations also facilitate in the development of relationships between the patron and the librarian. However, some customers are shy and do not feel confident in asking the reference librarian for help. For such people, chat services and instant messaging provides a channel to communicate with the reference librarian in without revealing their identity. Thus in conclusion, there are many advantages of using non-traditional means for reference servicing. Emails, instant messaging and chats can help librarians to interact with customers promptly and meet the needs of a new generation of people who have grown and who value technology. However, libraries and reference services do not completely abandon traditional services. According to Casey and Savastinuk (2007), a well-structured organization will need to be able to adapt to the changing preferences of the consumer and so will have a better chance of weathering whatever change comes. Reference List Carlin, A. (2007). Success, failure, innovation and uncertainty in changing times: A selective bibliography of literature on reference services since the 1980s. The Reference Librarian, 48(2), 31-40. Casey, M. E., & Savastinuk, L. C. (2007). Library 2.0: a guide to participatory library service. New Jersey: Information Today, Inc. Kosur, H. M. (2010). Text a Librarian and IM reference. Retrieved from http://www.brighthub.com/mobile/emerging-platforms/articles/43598.aspx Kresh, D. (2007). The whole digital library handbook. ALA Editions. Krupa, Z. (2006). The Internet — A Threat or a Supplement to the Traditional Library? Retrieved from http://www.worlib.org/vol16no1-2/krupa_v16n1-2.shtml Leonhardt, T. W. (2006). Handbook of electronic and digital acquisitions. Routledge. Liu, Z. (2008). Paper to digital: documents in the information age. Connecticut: ABC-CLIO. Oakleaf, M., & VanScoy, A. (2010). Instructional Strategies for Digital Reference: Methods to Facilitate Student Learning. Reference & User Services Quarterly, 49(4), 380-390. Retrieved from Library, Information Science & Technology Abstracts with Full Text database. Reddy, M. S., Babu, T. A., & Ramaiah, L. S. (2006). Developing cyber libraries: festschrift in honour of professor M. Sankara Reddy. Allied Publishers. Shaw, K., & Spink, A. (2009). University Library Virtual Reference Services: Best Practicesand Continuous Improvement. Australian Academic & Research Libraries, 40(3), 192-205. Retrieved from ERIC database. Read More