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DIGITAL REFERENCE SERVICES IN THE WEB BASED

INFORMATION WORLD

Amruth Sherikar Suresh Jange Sanjeev Jadhav

Abstract

Reference service has long been a cornerstone of the library profession and the development
of Internet brings libraries new modes of communication and outreach and has extended
the scope of reference service to Digital or Virtual Reference services to the users across
the world. An attempt has been made to notify the significance of Digital reference Services
in the Internet world and suggests the criteria Planning and implementing Digital Reference
Services in an academic and research world. Further, the Web-based reference services,
which could be used by the libraries are compiled and concludes with challenges of system
of Digital Reference Services.

Keywords: Digital Reference Service, Virtual Reference Service, Information Services

1. Introduction

Reference services are a well established part of traditional library environment, the provision of reference
service in the digital realm is still very much in a formative stage especially due to the advent of Internet
technology. According to Peters (2000)1 makes an analogy between the evolution of traditional library
services and the development of digital library services by observing that in both cases initial interest
centered on the provision of collections. Once these were somewhat in place, the provision of document
surrogates became the centre of attention. Only after these issues began to be addressed did interest in
services begin to move centre field. In this vein, it appears that discussion and experimentation with
library services in the digital realm has begun, but there are still many issues, both practical and theoretical
that must be addressed to understand what the issues and needs are and to create true state–of-art
services that meet user needs and can be professionally planned for, managed and evaluated.

Digital reference replicates in the digital library environment what is most valued in the physical, especially
public, environment: personalized guidance in the gathering and selection of the best resources. Although
this new type of service poses a challenge to more traditional public library service delivery, successful
integration of the new and old models will provide users with the consistent support necessary in
navigating the digital environment. Although there has been greater impact of Information and
Communication technology of libraries especially in India, still majority of academic libraries are still in
the process of Library automation with respect to automating their in-house activities and services
mainly OPAC. Computerization of Circulation activity is still not much carried away in these types of
libraries. In this context, the concept of Digital Reference Service seems to be still at primitive stage in
Indian context. However, with the introduction of UGC Infonet facility to the universities in India has given
a new dimension to the academic librarians in the country to think of Virtual Reference Services, which is
used synonymous with Digital Reference Service.

2. Digital Reference Services (DRS)

Digital reference, also called virtual reference and online reference, is a relatively new addition to library
services that is gaining wide-popularity in public and academic libraries. Reference librarians encounter
a wide variety of information queries, depending on their user populations and the type of libraries in
4th International Convention CALIBER-2006, Gulbarga, 2-4 February, 2006 © INFLIBNET Centre, Ahmedabad
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which they work. Nevertheless, reference librarians in all library settings should be prepared to assist
patrons who need information. Furthermore, given the rapid development of virtual reference services
such as e-mail and chat, reference librarians need to be ready to fulfill information requests in the online
environment, and not just at the reference desk.

Digital reference refers to a network of expertise, intermediation and resources placed at the disposal of
someone seeking answers in an online environment. Digital reference can provide support for users
who find online tools and resources unfamiliar, difficult to learn, or insufficient to answer their information
needs. It can also provide valuable user feedback to collection builders so that they may better tailor their
resources and maximize their investment in content creation2

3. Planning and Modes of Digital Reference Service

The criteria that should be kept in mind while rendering Digital Reference Services to the users are

• Establishing a User-Centered Service Model that Balances Centralization and Decentralization

and should understand and analyze the information needs of users.

• The coordination between the Librarian, faculty and users needs to be integrated to achieve
subject-domain expertise.

• Better understanding and agreement across the organization that a significant amount of reference
activity will continue to transpire directly between librarians and users, but that subject specialists
will anticipate and be prepared to respond to inquiries through the central service.

• The DRS is a continuous activity and has to be framed keeping in view of the long run towards
goals of academic pursuit.

• A Strong IT infrastructure is a basic necessity with campus network of high bandwidth. The physical
service location in a public service area and Virtual service location of server space with proper
maintenance has to be worked out i.e. hardware and software PC/Workstation; printer; scanner;
mail client; web-form; chat software; authentication software; etc.

• As a reference expertise in the virtual environ, the library staff participating in virtual reference
service need to have a clear understanding of the software/information technology being used to
support operations, and the specific goals, policies and guidelines for service. Therefore training
in advanced web skills, reference interview and procedure; programming and web expertise are
required.

• Ensure quality control as a basic standard for researching questions; types of sources used;
structured response; referrals to other resources or services etc. The most fundamental way to
ensure that digital reference service is consistently excellent is to define realistic service goals,
accompanied by workable policies and procedures, with participating staff fully cognizant and
invested in them.

Digital reference service models can be organized either in a asynchronous mode wherein the
transactions involve a time delay between the question and answer and synchronous mode with instant
answers to a query.
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E-mail

E-Mail is most preferred means of communication in responding to user’s reference queries as it is

widely available and does not require extra software. Users can either click directly on the e-mail address
on the library web page which activates email software, or send a message to the email address using
their own software.

Web Forms

On par with E-mail, instead of sending mail directly, the users need to fill up the their query on the Web
form like Ask A Librarian from a designated web site, where users must respond to specific queries in
addition to asking their questions. Users must click on a button specifically designated for that purpose
and after receipt of the form, the librarian will respond.

Chatting for Information query

This is the advanced method of answering to the reference queries instantly in the Internet world. The
transaction involves a split web screen: in one screen users type questions and can instantly see
librarians’ responses; in the second screen, librarians can call up web pages or other electronic references
where the required information can be found. Although chat reference is associated with the 24/7 service
model, this level of service is often impossible for single libraries to implement. Chat reference software
like Yahoo Messenger or higher dedicated software’s in the web environ may be stored locally on a library
authority server (Figure 1).

Video-conferencing or web-cam services

This is an improved form of Chatting with visual element where the librarian and user can see each other
and exchange their queries. Librarians and users are able to use both text and speech for reference
transactions. Instead of a window for the textual exchange, there is a window in which librarians and
users can see each other while conducting a face-to-face interview (Figure 1).

Figure 1: Digital Reference Service at Indiana State University Library

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4. Current Trends in DRS

The Library of Congress’ Collaborative Digital Reference Service (CDRS) pilot, for example, explored the
growth of cooperative systems worldwide in 1998. In 2002, Question Point—a collaborative effort from
the Library of Congress (LC) and OCLC Online Computer Library Center, Inc. (OCLC) became the next
generation of the CDRS3

4.1 Reference and Information Services on the Web

A number of web-based reference and information services are available free of charge and small fee
basis. Following are some of the web-based reference services, which could be used by the libraries.

1. AllExperts - (All subjects available free).

2. Askme - (All subjects available free).
3. Find/SVP - (Business - Fee based).
4. LiveAdvice.Com - (All subjects - Fee based).
5. Professional City - (Law, Accounting, Marketing - Fee based).
6. The Internet Public Library (www.ipl.org).
7. Information Please (www.infoplease.com).
8. Britannica (www.britannica.com).
9. Bartleby Reference (www.bartleby.com/reference).
10. The Internet Library for Librarians (www.itcompany.com/inforetriever/).
11. Reference Desk (www.referencedesk.org/).
12. The Electric Library (http://ask.elibrary.com/redesk.asp).
13. Mediaeater Reference Desk (www.mediaeater.com/easy-acess/ref.html).
14. Xrefer (www.xrefer.com/).

4.2 Search Engine Reference Services

Ask Jeeves (www.askjeeves.co.uk) is basically a search engine. Ask Jeeves, a web based information
service is quite useful for introducing reference services in digital libraries. Users can ask a question
and get an answer right away or ask a question on a given topic. Then Ask Jeeves comes up with a list
of questions on the same or similar topics; the user can select any of those predefined questions and
Ask Jeeves provides further answers. This is an interesting service and may be considered a useful
model for reference and information services in digital libraries.

In addition to Ask Jeeves, “The Electric Library” is an excellent choice for a serious researcher in need of
timely content from a wide array or otherwise unavailable sources and “Information please” is a tool for
students and other researchers as an authoritative sources of facts and pointers for further investigation.

4.3 Digital Reference Services and Libraries

Some libraries have now begun to offer web based reference services and a number of projects have
been initiated. Some of such services available now are –
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• Ask a Librarian (www.earl.org.uk/ask/) a web based reference service primary design for UK
residents, provided by a network of public libraries. E.mail response is sent by one of the participant
libraries.
• British Library STM search service and special reference services for business, patent, scientific,
technical, medical and environmental information.
• AskA services (for academic libraries).
• WebLine (www.webline.com/products/web.htm).
• Virtual Reference Library (VRL) at Toronto Public Library.
• CDRS (www.loc.gov/rr/digiref/). This collaborative Digital Reference Services has been launched
by Library of Congress. It is a professional reference service to users, anywhere anytime, through
an international, digital network of libraries.
• Automatic Reference Librarians for the World Wide Web. (www.fastlane.nsf.gov/servlet/
showaward?award=9874759). Initiated by the University of Washington. In this web based
reference service, the searchable site gets a wrapper containing some assigned topics that are
used for matching with the topic of user queries.
• SIFTER (http://sifter.indiana.edu/) Initiated by Indiana University.
• The Virtual Reference Desk (www.vrd.org/) sponsored by US Department of Education. Here
when users question cannot be answered by participating centre, it is forwarded to the VRD
network for assign.
• AskUs Online Reference (http://infopoint.lib.umn.edu) University of Minnesota Libraries offered to
qualified public services staff.

5. Current Challenges for DRS

• An ideal Management Software that would support Web-based reference services to have
asynchronous and real-time interaction and telephone and site-based, face-to-face reference
and facilitate the exchange of digital content; provide centralize the environment as needed in a
distributed service organization; and provide the tracking, archiving, search capability, and use-
report capabilities critical for the effective management of ongoing operations. The success of
realizing goal for achieving complete and seamless integration of digital reference operations
largely rests on the integration of Management software of DRS.
• The casual approach of Librarians will be totally ruled out when DRS is introduced in web environ.
Therefore, an exclusive reference Librarian is to be appointed to respond the queries and chat
instantly all the time.
• Up-gradation of educating and training to handle the system of Digital Reference Service in using
management software and responding is the basic necessity. This is the best opportunity to
reveal the skilled Librarianship to explore their visibility.
• Virtual Digital reference service will invariably grow even in the absence of aggressive promotion,
but the real challenge is to demonstrate effective and high-demand service for the primary user
community4.
• Co-operation and coordination is very much required from all angles i.e. Cross-institutional service
collaborations, commercial information service development, and the development of tools and
user interface designs that foster independent use of digital content for the success of Digital
reference service.
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6. Conclusion

Clearly, librarians, especially, but not exclusively, public librarians, must be able to take on the role of
mentors, whether it be as guides in libraries at computer terminals, or as virtual guides through e-mail
and chat. Incorporating digital reference as a standard service in library plans will prepare librarians in
heeling the cries of an infant digital reference field, or they will be deafened by the roars of the coming
reference revolution.

7. References

1. Peters, Thomas A (2000). Current opportunities for the effective meta-assessment of Online
Reference Services. Library Trends, 49(2): 334-349

2. Digital Reference. Available at http://quartz.syr.edu/eduref/digital_reference.htm (Accessed on

24th May 2005)

3. OCLC is a registered trademark of OCLC Online Computer Library Center, Inc. Question Point is
a trademark of OCLC Online Computer Library Center, Inc. Available at http://www.oclc.gov.in

4. MacAdam, Barbara and Gray, Suzanne. A Management Model for Digital Reference Services in
Large Institutions. Available at http://www.vrd.org/conferences/VRD2000/proceedings/author-
bios.shtml#MacAdam (Accessed on 23rd Nov 2005)

About Authors
Dr. Amruth Sherikar is DL in Gulbarga University, Gulbarga.

Dr. Suresh Jange Assistant Librarian working in Gulbarga University entrusted with
a responsibility to establish and manage LAN in the Library using SOUL
software, Database Management of library holdings, INFLIBNET activities and rep-
resents for UGC-Infonet. Professionally acquired eight years of rich experience in
Information Management, Technology Based Services and Networking Management.
Earlier worked at Tata Institute of Social Sciences, Mumbai and ETDC (Dept of
Electronics), Hyderabad. He published about 35 research articles in national and
International journals/Conferences and delivered Lectures in Refresher Courses/
IAS coaching Centers etc and handling classes for Bachelor degree in LIS.

Sanjeev Jadhav System Analyst working in Gulbarga University, Gulbarga holding

M.Sc (IT) degree.