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Resurrecting Reference

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Resurrecting Reference. An Infopeople Webinar with. Joan ... IM (Meebo Me, etc.) Wikis. Twitter. Co-browsing. Roving (lurking) Embedded. How The Library World ... – PowerPoint PPT presentation

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Title: Resurrecting Reference


1
Resurrecting Reference
  • An Infopeople Webinar with Joan Frye Williams
    and George NeedhamJuly 31, 2008

2
Librarians Love Reference
  • Thrill of the chase
  • Constant variety
  • Fun facts
  • Independence
  • Gratitude
  • Feel smart

3
Civilians Dont
  • Boring
  • Takes too long
  • Information doesnt solve the problem
  • Dependence
  • Feel stupid

4
which leads to
5
and raises the question of
  • Denial
  • Anger
  • Bargaining
  • Depression
  • Acceptance

6
What to Do?
7
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8
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9
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10
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11
Cant We Just Educate These People?
12
Time to Rethink
13
Rethink Who?
  • Reference associates
  • Dispatcher

14
Rethink When?
  • 24/7 services
  • Appointments

15
Rethink Where?
  • Virtual
  • IM (Meebo Me, etc.)
  • Wikis
  • Twitter
  • Co-browsing
  • Roving (lurking)
  • Embedded

16
(No Transcript)
17
How The Library World Treats Civilians
18
The Decline and Fall of the Expert
19
What Civilians Really Want
  • Convenience
  • Quality
  • Acknowledgement
  • Ability to customize
  • Respect for their time, intelligence, and
    priorities

20
Social Information Discovery
21
Disintermediation of Proprietary Databases
22
Limitations of Current Reference Models
  • Library-centered
  • Process dense
  • Transaction-based
  • Anonymous
  • Unaccountable
  • One at a time
  • From scratch

23
Beyond the Right Answer to the Right Result
  • Leverage library resources to
  • Enable civilians to solve problems on their own
    terms
  • for
  • A reasonable investment of time, money, and
    effort.

24
Reference Deconstructed
  • Intercept
  • Triage
  • Response
  • Follow-up

25
Intercept
  • At point of interest/need
  • Integrated with other tasks
  • Hip to hip
  • What can we do for you?
  • MLS not necessary

26
Triage
  • How will answer be used?
  • Chunk into increments as appropriate
  • Match request to appropriate library
    service/resource
  • MLS not necessary

27
Ready Response
  • Directional
  • How-to
  • Referral
  • MLS not necessary
  • Symptomatic of need for system improvements
    scripts, signage, automation, policy
    simplification

28
Upselling

29
Extended Response
  • Consulting
  • Review/update/enhance your work
  • Research
  • Coaching/training
  • MLS desirable

30
New Relationship
  • Peer-to-peer
  • Shared control
  • Iterative
  • Inclusive
  • Collaborative
  • Transformative

31
How Do We Define Ourselves?
  • Information Transformation
  • Institution Infrastructure
  • Altruism Return on Investment
  • Past Future
  • Frill Necessity

32
Ask yourself
  • Can someone overseas do it cheaper?
  • Can a computer do it faster?
  • Is what Im offering in demand in an age of
    abundance?

33
Library as a Tool for Self-Actualization
34
Lay Reference
35
Participatory Reference
  • Work table rather than desk
  • Layout, assemble, invite
  • Show both information objects and relationships
    between them
  • Save, revisit, and build upon previous
    collaborations

36
Follow-Up
  • Did response meet expectations?
  • Was response useful in specific circumstances?
  • Would you use this service/consult this staff
    member again?

37
More Co-creationLess Desk-centricity
38
What Would Librarians Accomplish if We Didnt
Spend So Much Time on Desk
39
Lets Continue the Conversation
  • joan_at_jfwilliams.com needhamg_at_oclc.org
  • Podcasts at http//feeds.feedburner.com/InfoblogGe
    orgeAndJoan
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