Fun with super basic HTML

Nothing like using the

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in DU's automatic HTML generator for study guides to even out the lines.

non-web 2.0

Last week, as well as this week, I've been working on creating a virtual copy of the government documents ready reference set at penrose library. I'm doing this by creating title/call number entries that link out to PEAK, and from PEAK, you can follow a link to the online information. fun stuff, especially because of DU's convenient web-editing software. Hopefully it will be finished in the next 2-3 weeks, but we'll see.

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penrose+library DU PEAK

Co-Browsing

While browsing in Emerald Libraries for articles on IM reference, I came across this article on the use of co-browsing in chat/virtual reference by Chris Desai and Stephanie Graves, from the Morris Library at Southern Illinois University. Although a couple of blog posts came out a few hundred days ago, this article set off debate on the us of co-browsing, some of it even-handed, some not so much. Seems like the consensus is that co-browsing is a long way from ideal.

The two biggest bones of contention:
1. The software is difficult to use, logistically.
2. It undercuts instruction if it is only used by the librarian to "show" the student what to do.

Here's the rundown on the blogs, courtesy of LBR:

Rikhei Harris posted her own reflections about the session and co-browsing in general under the title "Co-browsing's diminishing returns" on her blog, Lethal Librarian,

Sarah Houghton followed with "How much is co-browsing helping our users" at Librarian in Black,

Jessamyn West added "Co-browsing: Why use software that you can’t use and patrons don’t like?" at librarian.net, and

Caleb Tucker-Raymond added a tremendously detailed piece called "Is co-browsing dead? 3 out of 5 librarians agree" at the L-Net Staff Information Blog. This blog includes a comment by Chris Desai and Stephanie Graves, which is enlightening:

"However, all of that said, we do not wish to imply that we are unreservedly in favor of co-browse. Much improvement is needed. The diversity of browsers and settings and concerns with security make it hard to design a one-size-fits-all product. As with any new technology, the early days are bumpy. From our limited data, all we wished to point out is that of those patrons who experienced co-browse sessions, the vast majority were very happy with it and that in both studies patrons reported that they want instruction. They might or might not ask for it directly or even indirectly, but a very high percentage wants to learn. Co-browsing does offer hands-on learning and “leading” and we believe it is less confusing than asking users to open separate windows. It’s easier for the patron to follow in co-browse and less confusing for us too—we can see where they are and what they are doing and where they are getting off on the wrong track. And patrons are more “in charge” since they can do the typing and clicking themselves, while the librarian can catch mistakes or wrong turns and offer timely suggestions. Librarians can also better gauge patron interest and satisfaction because they can see whether the patron continues to be involved in the process."

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University+of+Denver IM+Reference CoBrowsing

Just as an aside...

Meebo and Trillian talk to each other as well. Meebo, by the way, is pretty nice itself. Meebo handles multiple chat windows a lot more gracefully than Trillian. Interesting.

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University+of+Denver IM Trillian Meebo

Trillian Sticking Points and Bonus Points, thus far.

-In order to “add” us to their MSN messenger contacts (from within messenger), patrons will have to put in the email used to establish the account, for DU, this is not an obvious email, nor is it an msn account. I am not sure if a “push” from a link on a website will alleviate this problem or not.

-Trillian does not automatically add contacts, although it begs the question if we ought to. It might be a privacy issue, but having the contact name might help for repeat patrons or lost connections.

-When adding a contact in Trillian, press the “add” button in the chat window. Trillian will force you to select a group to put the patron in. The default group is called “root.” Perhaps this can be renamed, or maybe make new groups?

-Setting up a container in Trillian is confusing. In the first message, you have to right-click in the middle of the chat window (not the top, because it gives you a different menu). Select “attach” and then select “new container.” After naming the new container, you have to choose the kind of container, either “tabbed” (like Firefox) or “normal.” Once the container is set up, you right-click in the middle of any new chat sessions and go to “attach” and then select the name of the container you created to add the current chat to the container. Clear as mud. It does not help that the help section online is from Trillian 2.0, not 3.0.

- Does Trillian support web-based IMing? Yes, it does. I tested both IE and Firefox with Yahoo Web Messenger, MSN Web Messenger, and AIM Express today. They all seemed to work well.

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University+of+Denver IM Trillian Web+Messenger

Reference Models

I have finished this presentation on new reference model option for the Penrose reference section. All I am really trying to do with this presentation is to provide a snapshot of possibilites that are out there. Here's the text of the handout:


Why have a new reference model?
-Decrease in on-desk reference questions.
-Increase in liaison/subject reference work.
-Increase and impact of library instruction.
-Potential addition of IM reference service.

-Despite the amount of off-desk work being done, bringing more onto the desk is not seen as a solution.
-Putting more than one librarian on the desk at a time does not seem like a good use of time.
-Informational and directional questions being answered by Circulation.

Information Commons
-Designed to provide point-of-need assistance at any stage in the research process.
-Designed to contain all resources needed to complete projects, including assistance in reference, research, writing, and technology, hardware and software, digital and print sources, individual and group workstations.

Beagle (University of North Carolina, Belmont Abbey College), “Conceptualizing the Information Commons” (1999):
“….while services retain their identities; the information commons creates an environment where old boundaries are blurred and many constituent activities flow across old boundaries.”
-IC does not separate print and digital sources, so the services overlap as well
-Subsequently, as Chris Ferguson (Director, Integrated Member Research ) points out: “an important dimension of integrated information service onsite is efficient and effective referral to the next level of expertise” (“Shaking the Conceptual Foundations” (2000)).

In other words, there is a possible extension of the role of librarians and other staff:
Kulathau’s Seeking Meaning (2004), Strategies for research:
Collaborating-make the process a joint venture
Continuing-monitoring the search/process over time
Choosing-giving control to the patron
Charting-visualization of the process, tracking the evolution of it
Conversing-sharing the process
Composing-thinking and formulating information as it is encountered

Who is doing IC well?
University of Indiana (Diane Dallis and Carolyn Walters, Information Commons Undergraduate Services Department)
-Gate count has gone up, although reference interactions are still going down
-Information Commons staff is seeing an increase in requests for one-on-one instruction at the reference desk.
-More questions are concerned with aspects of research
-There are as many requests for quiet places to study as there are for group spaces
-Heavy investment in the physical plant
-Consolidation of several small libraries on campus
-Integrated desks require high levels of co-operation and referrals. The sign above the main desk just reads: “Ask Questions Here.”

“The nature of reference has also changed. Librarians have seen a trend that students have become more skilled at navigating library resources. The ICULS librarians concur that they encounter more students who have independently had success with an online library resource and who are requesting help with the next level of research…..Librarians and library staff find that they are spending more time than they had just three years ago on questions because they are more advanced and require more discussion.”
-Dallis and Walters, “Reference Services in the Commons Environment”


Brigham Young University (Michael J. Whitchurch, C. Jeffrey Belliston, and William Baer, BYU and Dixie State College of Utah)

-Intense focus on raising the technological competencies of the reference staff as opposed to raising the library competencies of technology staff.
-Use separate offices for reference consultations.
-“There is little doubt that the trend in higher education is moving toward more group work for projects. Due to this change, the information commons is expected to continue on the same path toward providing more and better facilities for groups, including an evolving support structure.”
-Depended a lot on pattern of use studies and advisory groups, especially student government.
-Because of need for space and reliance on the use of online resources by reference staff, the print reference collection has been dramatically reduced.

Tiered Services

Styles:

Separate Information and Reference Desks—Johns-Hopkins (Massey-Barzio, “Reference Encounters of a Different Kind” and “From the Other Side of the Reference Desk” (1992 & 1998))
-Designed to alleviate time pressure on reference staff
-Information desk seen as poor in quality by students
-Confusion as to what to ask where
-Reference staff seen as more helpful to students, Information desk skipped over

Joint Information/Reference Desk--Syracuse (Information Desks in Academic Libraries,1995)
-Despite confusion, problems are made up for by co-operation and referrals, accomplished task of properly answering the right levels of questions at each station
-Allowed for flexible use of on-desk time by staff
-Flexible arrangement of desk coverage

On-Call System/Office for Consultation—University of Texas-Austin (Ibid.)
-Does a good job as long as referrals are made properly
-One-on-one consultations by librarians can be done in private areas
-Potential for lots of waiting by a patron


What is the Reference's Mission?
How does it fit into DU’s larger mission?
-Key concepts in DU’s mission: Collaboration, engagement, human potential, creative expression, innovation.
How do you see our role at DU?
-Consultation?
-Instruction?
-Integrated into other services?
-Business as usual?

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