[12701] in Public-Access_Computer_Systems_Forum
Why Don't People Use e-mail Reference?
daemon@ATHENA.MIT.EDU (Public-Access Computer Systems For)
Fri Jan 29 20:07:07 1999
Date: Fri, 29 Jan 1999 14:40:12 -0500
From: Public-Access Computer Systems Forum <LIBPACS@UHUPVM1.UH.EDU>
To: PACS-L@LISTSERV.UH.EDU
Reply-To: Public-Access Computer Systems Forum <PACS-L@LISTSERV.UH.EDU>
2 Messages; 110 Lines
*-----
From: zendog <zendog@incolsa.palni.edu>
This post is 660 words long. Delete now if you are not interested in Email
reference.
*******************************
Based on a sample of 18 libraries that showed that online reference accounts
for slightly more than 1/3 of 1% of reference questions, Bernie Sloan asks
the question:
"... why does e-mail reference seem to account for less than one-half of one
percent of total
reference questions?"
Here are some of my thoughts:
First, the statistics are a little suspect. Many libraries count
directional questions and questions about how to use the library. "Where is
the restroom?" and "I am looking for books on frogs." Are not questions
usually asked in via Email.
Second, we should understand that a very small percentage of reference
questions ever find their way to a reference librarian even inside the
library. People use the Internet for answering reference questions far far
more frequently than they use reference librarians or even library reference
collections. At least I do -- mainly because I do not work in a library.
Folks use the Internet first because it is quick, hassle-free, and
completely at their disposal -- whenever and where ever they want to use it.
They can use a library reference collection without assistance (to a limited
degree) but it is a pain to get to and to navigate. A reference librarian,
for most people, is a resource of last resort. From the time they enter
grade school, people are told to do their own work. To get an answer from
someone else is, at best, an imposition and at worst cheating -- it is
certainly an admission of lack of basic skills.
Online professional librarian reference would appear to offer the best of
all worlds. You can get expert help without having to enter someone's
personal space and admit your ignorance. Of the reasons why it is not used
more heavily, these, I feel, are significant.
1. People do not think of libraries when they look for information on the
Internet. Unfortunately, the library is thought of as a physical building
you have to go to use. A person might call the BUILDING to talk to a
PERSON, but the library is not perceived of as an electronic information
resource. Reference librarians are not in the net.
2. The media (email) is not conducive to conducting a reference interaction.
We can learn from the computing industry's customer service. BBS, FAQ,
fax-back, chat, and Email all have their place but a user turns only turns
to human contact (typical reference request) after they have failed to
formulate a question well. Email may be the most misused electronic
technology -- with the possible exception of the listserv.
3. Libraries really do not want Email reference questions. If we pursued
Email reference business with the same energy that we pursue gaining
additions to our budget, we could probably get more of it. I doubt that many
libraries are prepared to handle very much higher levels of Email reference.
Personally, I believe it is critical that libraries redefine themselves.
There is not much future for us if people begin to think they have a CHOICE
of getting information from the net or the library. At worst the two should
be synonymous. Ideally, people should think of the net is one of the
resources of the wired library that they use from home. Think about this.
Here are some suggestions:
1. Link net resources to the library. Or provide interactive reference help
on a failed web search. E.g. "If you do not find what you want, CLICK THIS
BUTTON."
2. Develop a new media to the user's desktop. E.g. Voice and graphic output
to a standard web browser where the users input is typing.
Think seriously about where we want to be in the net environment and go
there. Do not simply do what we can with existing technology. Above all,
find out what people want and do that well. Do not promise what we can not
deliver, but be prepared to restructure resources. Keep total existing
resources in mind.
*********************************************************
Millard Johnson -- INCOLSA -- http://incolsa.palni.edu
Zendog@incolsa.palni.edu
I would rather risk failure than achieve it without risk.
*********************************************************
*-----
From: Thom Gillespie <thom@copper.ucs.indiana.edu>
On Thu, 28 Jan 1999, Public-Access Computer Systems Forum wrote:
> 2 Messages; 46 Lines
> *-----
>
> From: Christy Harrington <CHarring@mail.cspp.edu>
> Subject: Why don't people use e-mail reference? -Reply
> I would think it's because when people have a reference question they
> want the answer right away or, at least, quickly. If people send and
> email question they have no idea when they will get an answer.
In 1989 I was getting ready to move to Indonesia with my family and I
wanted to know what I should expect in terms of schools for my kids who at
the time were 12 & 17. I could have gone to a library for the answer to
this question but I thought most of the info would be buried in books or
slightly out of date so I posted a query to rec.travel on Usenet. I got 14
answers back in 4 hours from all over the world including Indonesia.
Almost all the responses were very good from young folks who had gone to
school as ex-pats in Indonesia, from parents, other folks who had lived in
Indonesia and from Indonesians. I was basicly told that Indonesia is the
largest Islamic country in the world but it was a very different Islam
from Middle eastern Islam, tempered by Hindi, Zen, Animism and basic
Java adat (sp?) Bottom line message was 'don't worry.' I didn't and we had
a great year. What I wanted wasn't really a document but human sources.
Hard to find these sorts of human sources in libraries then or even today.
This happens on the net. I think that most of the models of online
reference are still too closely linked to the reference desk metaphor but
most of the traditional library patrons have been greatly changed by
access to the net.
What I always liked about Carol Leita's discontinued service in the Bay
area was the use of high tech to create high touch, a very humanizing
experience the idea that anyone could call up someone and get help. I
think if patrons 'like' service they will use it. Are there any email
reference models out there which people seem to like and use more than
others?
--Thom
