Archived entries for Reference Renaissance

Connecting to Users with Chat & Texting

I was really looking forward to this session for a number of reasons. I wanted to see Joe Murphy speak (we met in Anaheim at one another’s poster sessions) and I’m resolutely convinced that txt reference could really fly at PCC. By this point in the conference I was really understanding the distinction between chat (vendor-chat) and IM reference services and was wanting to catch the comparison of vendor-chat services to free IM services. Sadly I missed part of that session because I’d been chatting with Jamie LaRue. Ah well.

I had to dash out before the end of this session to catch my airport shuttle and head back home. This means I slammed the laptop shut when I got a txt message telling me the shuttle arrived early and was already boarding. Apparently I forgot to save my draft before doing so and lost most of my notes. Fortunately Joe wrote a guest blog for Tame the Web which talks about the Yale Science Library text a librarian program. Essentially Yale SciLib (and some others, as you see in the comments) launched a texting program and decided that the best option was actually to purchase a mobile device rather than a subscription service that forwards SMS to email/IM. Continue reading…

Plenary Panel: Theory Meets Practice

The plenary panel, for me, was the highlight of the entire conference. Granted, I have always been overly excited by the theory behind our profession, but I think it is so important to consider the big picture now and again. My notes are probably fairly jumbled, as I was so entranced I forgot to to type for whole moments at a time.

I appreciated David Lankes reminding us all that we make a lot of assumptions about “young librarians” (whether that means age or time in the profession). Just because we’ve just come out of library school does not mean that you should cram us into a lot of techy responsibility because that tends to alienate us from the organization, from time spent getting to know the culture where we work. I feel lucky that I get to geek out, but have colleagues who reach out to wrap me into the fold of our culture all the same. It is a good blend but I can see how it would easily become overwhelming in many situations.

Lankes also called for big changes in LIS education. Whenever I hear a speaker on this topic I am again affirmed that I really did get a great LIS education. I know there are people who think a theoretically-based/inspired program is a waste of time but it simply is not true. Tools and applications can be picked up later (hell, they keep changin’ anyway). This is not to say that cataloging is not important ( I took it, it was mandatory) but that there’s no point to it if we’re missing the underpinnings. It’s like wearing vintage couture without a bra: expensive and it wont hold you up for long.

Carla Stoffle, like many speakers, reminded us that we need to take the library to the user, not require the user to 1) figure out what they actually want and 2)find us to ask for it. Importantly, she points out that technology is a tool, not a finite set of skills to set and forget.

Marie Radford is not a woman I’d want to get into a barroom brawl with, she’d totally win. What a spitfire! She asserts that communication, content, and cognitive skills are the most important qualities in a reference librarian. Be an agent of change, don’t just get dragged along with it is the take home message here. Well, that and, “No more lone ranger librarians!”

Jamie LaRue of Douglas County Libraries reminded me about some of the softer, but essential elements of librarianship. The heart of communication is really the ability to be in the same space as another human being. As we face the destuction of the circulation desk via RFID and self-checkout this becomes so much more important. Do the simple things: look up and make eye-contact, examine your reference desk and determine whether you’ve got a fotress or moat effect going on.

Renee and I had a brief chat (she chatted, I gawked) with Jamie LaRue about some elements of the Working Together program spearheaded by VPL. Tres exciting. Take a look at what those wacky Canucks are doing, I am really impressed. I’m also impressed by the idea of bottom-up community mapping, also being done by VPL. Jamie was the perfect person to talk to about this as his talk during the plenary panel was really about outreach and putting ourselves where we need to be. He used the example of a librarian he “assigned” to attend community meetings (town council perhaps, I neglected to note it). Initially the meeting folks treated her like a mascot, not a useful member of the group. Within a short period of time they came to recognize how essential her presence and contributions were and the culture shifted to one of, “We can’t begin the meeting yet, the librarian hasn’t arrived.” How can you engender this in your community/library/environment? Continue reading…

Outreach, E-Learning, Resource Guides

I was hoping that the first presentation, on providing library services at Multicultural student services centers would help me figure out the next steps to take with a virtual outreach project I am trying to coordinate via the library website, involving student services providers at PCC. It did not, but did at least give me hope and faith that student services providers can take an interest in how the library can work with them to the benefit of our students. The UNM program is a physical outreach project, but many principles work the same: flexibility, visibility, marketing, etc.

Other speakers provided information about services at their libraries that are not transferable or relevant to PCC at this point. University of Colorado – Boulder has developed an in-house database that provides access to library FAQs, course guides, and subject guides. They are having success with this approach and are able to keep better statistics on what students are searching for and can shift the metadata attached to their guides to get students to existing guides that meet their needs but were missed based on the search strategy used. This has interesting implications, but ultimately isn’t what we want to do, I think. I was put in mind of Jared Spool’s talk at Online NW this year, I got the impression from him that search boxes can cause some issues, but I haven’t looked at the UC-Boulder page to see exactly how they have implemented the search feature. Continue reading…

Opportunistic Reference

Lots of talk of that QuestionPoint qwidget going on at this conference. I didn’t realize how many folks were into this vendor-chat thing. Overall I think I’m more interested in bringing IM to our virtual reference offerings. We participate in L-net and I firmly believe in the importance of the service, but I do believe that our students are going to be more apt to use IM. Actually, I’m most convinced that we need to figure out txt reference, but that’s another post.

I really appreciated Bill Pardue’s (slam the boards) talk on predatory reference. As he said, think of it as a nature film: we are question-eating animals. I love that! We consume questions and we need to hunt them down. It may have been once upon a time that our potential users had nowhere else to go, but that is not true any longer. Consider services like ChaCha that are actively stalking our prey (questions). How do we connect to our patrons when they are not in our buildings, virtual spaces, and other ‘expected’ locales? We need to be in the quad, at the caf, over by the gym, in the coffee shop, etc. See the notes on this section for a brief overview of what some academic folks have been doing. Hey bosslady, can we have a hot dog cart, too?! (Or one of those bike ice cream carts, as I quipped on Facebook)

Kudos to Greg Notess for actually making me take an interest in screencasting (libcasting as he calls it). I had really been yawning at this idea for quite a while now, but I am starting to see the light.

Continue reading…

Organizing People & Software Options for Maximum Service

Another session which really illustrates the differences between chat reference and IM reference. Interesting that M. Kathleen Kern reports patrons choose IM over vendor-chat 7 to 1. I understand the limitations of most of the existing IM services, but I’m not sure I see why they developed their own client. I suspect that they were simultaneously developing alongside clients like libraryh3lp and Hab.la, both of which are now freely available and solve many of the issues that prompted them to design in-house in the first place. Also interesting was her discussion of why collaborative VR is worthwhile, even on a single campus.

USC libraries contribute to an OCLC QuestionPoint similar to L-net and still wanted to explore the IM options in addition to the vendor-chat method. Most interesting about this decision was the belief that users should be able to stay in their native chat environment and not have to come to the library website to use the chat service. Other presenters indicate their agencies approached this in different ways, some deciding that forcing users into the library website is the most effective way to provide service and others, like USC, deciding that it’s a barrier. I come down firmly on the side of it being a barrier. If I can get you to remember me as a resource just by getting into your buddy list once it seems far more effective than forcing you onto the library website. Continue reading…

VR Varieties: Specialized, Blended, & Academic

I suppose I hadn’t really grokked the difference between “chat” and IM reference before this conference. Chat reference is used to refer to using some software suite such as QuestionPoint that offers services such as archives/transcripts which can be emailed to the user, some statistics on usage, co-browsing, etc. IM is the use of one of the major IM services (gtalk, AIM, yahoo, MSN, jabber, meebo) to provide limited, but perhaps faster transactions.

I was especially interested in the challenges K-state reported to rolling out IM. Across the conference it seems as though there are reasons to choose to provide chat or IM services. In terms of PCC, I think that IM would be a good option. Many presenters note that IM users self-select and thus understand the limitations of the service–not as apt to ask in-depth questions. Also, IM is (mostly) free whereas a full-service chat suite is gonna cost ya. Continue reading…

Innovative Approaches: Shaking, Sharing, & Spanning

This group of presentations was the first of the sessions I attended. On the whole I didn’t find anything that I can really apply to my environment. I was pleased to see an example of how another library has used video teleconferencing to provide reference service. This has come up a few times now, but I don’t think it will work for PCC…at least not any time soon. It seems expensive and like something that is really going to work for some extra large agencies, but again not too much for us right now.

Here are my notes, slides will be available at BCR soon. Continue reading…

“Reference in the Age of Wikipedia, Or Not…”

David W. Lewis of Indiana University-Purdue University Indianapolis was the keynote speaker for the Reference Renaissance conference. His talk was good, but didn’t inspire me the way I was hoping. Perhaps it was the style of the address: mostly using a lot of quotes from other notable thinkers in the field. I was hoping for more synthesis… slides will appear at BCR later. Apologies, my notes are fairly jumbled and you’re probably better off waiting for the slides. Continue reading…

Things to do in Denver yadda yadda

Arrived in Denver with significantly less drama than was involved in getting to Anaheim.* The Reference Renaissance doesn’t actually begin until tomorrow but today held registration and a reception, replete with mediocre snacks and pricey booze. I digress, the snacks are not the reason I’m writing.

You know I seldom wax personal here at shinylib, but I have some personal reflectin’ to do. It’s necessary sometimes.

I went out with friends and colleagues this evening for dinner and such and as always happens I tell a lot of stories. (I’m not a player I just talk a lot… a ha ha) Anyway, I was talking about experiences I have had in the recent and less-recent past and I realized (again) that I can be a total ass sometimes. This isn’t really news, but it’s a good thing to reflect on from time to time and to keep in check.

It’s interesting to me how I can leave all most of my judgments at the door when I go to work. I’m not there to stress you about anything, my job is to help make your life easier and I love that you might get to learn something new. But when I’m not on the clock? I’m like a lot of people in our profession, I’m sure: hyper critical and especially snarky about things I find less-than. The world and it’s people frustrate me and don’t behave according to logic and it makes me cranky. It’s temping to say, “Well, I’m not a librarian all the time,” and just dismiss it, but I’m not sure that I’m not a librarian all the time. I don’t shut her off at the end of the work day and leave her in my office. Maybe I should, but I don’t know how.

Anyway, I was reminded tonight that people are more apt to learn things when you’re not an ass during the delivery. Well, the message was more eloquently put, but that’s the sentiment. It’s so easy to remember this when I’m at work, but I need to work on transferring this to my personal life. I’m sure that given time it will make me less $^$%&#@$%* and that could be a good thing. Work-life balance, yanno?

That’s enough personal reflection. More later on conference happenings. Needless to say I’m going to a LOT of virtual reference sessions. That is both good and bad. Good because it’s something I dig, bad because while I’m doing that I’m not getting informed on other realms. Good things I have 2 colleagues here from PCC with me, we can share the knowledge.

*What, I haven’t told you about the near mid-air collision?! Ask me about it sometime…


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