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Virtual Reference Service

etheldimapasok's picture
Submitted by etheldimapasok on Fri, 10/24/2008 - 9:59am

What would you see as some of the pros and cons of IM reference versus commercial virtual reference?

Pros

  •  IM reference is convenient for patrons, they are free from having to come to the library.  Patrons can text the librarians from home, classes, offices or even from the stacks without having to speak to a librarian
  •  Connects user with a local librarian
  •  Technical problems like disconnects just don't happen
  • IM reference has good features such as document sharing, sending URLs, images, voice and video
  • There is no information to fill out and user is anonymous
  •  Although co-browsing is not available yet,  users can cut and paste URLs 
  • An article written by Aaron Schmidt and Sarah Houghton compared IM to VR software and found that: 1. IM is faster, 2. IM is cheap, 3. IM is easy to learn, 4.IM is not as picky about computer system requirements as VR (e.g. Platform, firewalls, browsers, cookies, pop-up blockers, etc.). (Houghton & Schmidt, 2005).

 

Cons

 

  • No co-browsing, although, co-browsing does not always work in VR and is sometimes dependent on system requirements. When co-browsing works properly it is a great tool, when it doesn’t work it’s not useful (Houghton & Schmidt, 2005).
  • Privacy issues exist for IM as the library has no control over the information sent through a commercial IM product. Often, though, a person’s screen presence is not required to be attached to personal information. Anyone can use IM anonymously by creating a dummy profile. (Houghton & Schmidt, 2005).
  • IM is increasingly become a target for viruses and spam, IM spam, and protection should be investigated during implementation. (Farmer, 2005).
  • If user do not have IM, they will have to install this software.

Commercial Virtual Reference

 

Pros

  • Co-browsing and page pushing is available
  • 24/7 availability
  • Transcript of each session is available and maybe sent via e-mail if  user provided an e-mail address

Cons

  • Younger users may not be encourage to use it because reasearch showed that they are IM users
  • Patrons are not connected to a local ibrarian
  • Since this system is complex it disconnects most of the time.
  • Lack of subject expertise
  • Higher and faster connection is required to be able to lead patrons through various sources and to be able to push paper to them quickly

 

 

 

 

 

I noticed that there is no

toshutakamaru's picture
Submitted by toshutakamaru on Sat, 10/25/2008 - 8:51pm.

I noticed that there is no control over the comments from users when I used the virtual reference service. I am not sure, but it is possible that the users could send librarians potentially offensive and malicious comments. Also, anybody could use the service. So, librarians could repeatedly receive nasty questions by IM or other virtual reference tool. It is a good idea that AskNow requests the users’ name and e-mail address. I hope there is some sort of software that prevents malevolent comments or questions from the users.

Toshu, that's definitely a

meredithfarkas's picture
Submitted by meredithfarkas on Sun, 10/26/2008 - 4:27pm.

Toshu, that's definitely a concern with IM, but I think librarians have found that the abusive or irrelevant comments are few and far between. Still, that anonymity definitely makes abuse more tempting. Most librarians who do VR are taught how to deal with such issues, redirecting the patron or cutting off communications if that is impossible.

Some libraries direct users

Submitted by jasminabad on Mon, 10/27/2008 - 6:43pm.

Some libraries direct users not affiliated with their library not to use their services.  See Yale University Library.

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