The Digital Reference Electronic Warehouse Project: Creating the infrastructure for digital reference research through a multidisciplinary knowledge base

With the evolution in technology huge amount of data is being generated, and extracts the necessary data from large volumes of data. This process is significantly complex. Generally the web contains bulk of raw data and the process of converting this data to information mining process can be performed. At whatever point the user places some inquiry on particular web search tool, outcomes are produced with respect to the requests which are dependent on the magnitude of the document created via web information retrieval tools. The results are obtained using calculations and implementation of well written algorithms. Well known web search tools like Google and other varied engines contain their specific manner to compute the page rank, various outcomes are obtained on various web crawlers for a same inquiry because the method for deciding the importance of the sites contrasts among number of algorithm. In this research, an attempt to analyze well-known page ranking calculation on the basis of their quality and shortcomings. This paper places the light on a portion of the extremely mainstream ranking algorithm and attempts to discover a better arrangement that can optimize the time spent on looking through the list of sites.

Rationale of Study – This paper investigated provision of digital reference services in selected Nigerian state university libraries. The study examined how digital reference service can improve information service delivery to library users in Nigerian university libraries.Methodology – A survey research method was adopted for the study. The population of the study comprised of 45 professional librarians from three university libraries. These are Delta State University Library, Abraka; Niger Delta University Library, Amasoma; and River State University of Technology library, Port Harcourt. The population of librarians in the three institutions was small. So, the whole population formed the sample size and was used for the study. A questionnaire was used to collect data for the study. Data were analysed using descriptive statistics.Findings – The study revealed that digital reference services offered in the university libraries include instructions, guidance, information and research assistance and consultation to library users. Social media like Facebook and Twitter, text-based chats, email correspondences, live chat and telephone communication are all channels through which digital reference services are delivered in the state university libraries studied. Effects of digital reference services on university libraries include increased patrons’ interactions, speed of service delivery to users and accessibility of information services. Challenges faced in the provision of digital reference services were low bandwidth in remote areas, hitches in downloading articles, slow Internet connection and insufficient support for reference librarians.Practical Implications – The findings will serve as a reference point for other university libraries considering offering digital reference service.Originality – This is an original research study. This study is the first of its kind in the study area

The research examines the effectiveness and adequacy of digital reference services provided by librarians in selected federal university libraries in Northern Nigeria. A descriptive survey design was adopted. The population comprised 394 librarians in the twenty (20) selected federal university libraries. The entire population was used as the number of librarians was small and manageable. The questionnaire was used for data collection. A total of 394 copies of the questionnaire were distributed, of which 305 were returned, representing a response rate of 77.4%. The data collected were analyzed using descriptive statistics. The findings revealed that e-mail reference services were most widely provided for digital reference services, representing 195 (63.9%), with an overall effectiveness score of 3.17; that the most widely used ICT tool to interact with the users was WhatsApp groups, representing 178(58.4%), while the adequacy of the services was found with an overall mean of 3.07. The study concluded that although librarians in university libraries provide a variety of digital reference services as well as information and communication tools, the effectiveness and adequacy were confirmed by the analysis of the study, showing a generally favourable opinion of their effectiveness and impact. It was recommended that the management of the federal university libraries should provide more technological infrastructure for effective digital reference services to the users. Also, adequate information and communication technology platforms should be created for effective and efficient digital reference services.

With the advent of digital reference, the outsourcing of a portion of public service is now possible, enabling libraries to offer more hours of service at a lower cost with little awareness on the part of users. Since fall 2003, librarians at Southeastern Louisiana University have teamed up with librarians employed by a partner library and/or Tutor.com's Librarians By Request to provide a 24/7 digital reference service. A comparative analysis of digital reference transcripts and user satisfaction surveys indicates that external librarians can provide good digital reference service with a high level of user satisfaction.

The Internet has brought libraries to a crossroads. The nature of collection , service , and information organization is changing rapidly. There is considerable anxiety about changing roles and responsibilities in this new digital environment . While a great deal of research and development is occurring in both collection development (such as NSFs Digital Library Initiatives) and information organization (metadata), little attention has been paid to how reference and user services will function in this new digital environment. This article outlines some of the thinking in this area as it relates to K-12 digital reference services. These services answer thousands of questions every week and have addressed many issues involved in providing human-intermediated information and referral services via the Internet.

Purpose – Metasearch engines (MSEs) which have been designed to solve problems of internet users in finding relevant resources are not seemingly as recognized as the other web search tools such as search engines (SEs) and directories. As a result, this paper aims to compare and evaluate some of them in terms of search features included in their interface so that users can be familiar with these search tools.

Most Web search tools integrate sponsored results with results from their internal editorial database in providing results to users. The goal of this research is to get a better idea of how much of the screen real estate displays “real” editorial results as compared to sponsored results. The overall average results are that 40% of all results presented on the first screen are “real” results, and when the entire first Web page is considered, 67% of the results are nonsponsored results. For general search tools such as Google, 56% of the first screen and 82% of the first Web page contain nonsponsored results. Other results include that query structure makes a significant difference in the percentage of nonsponsored results returned by a search. Similarly, the topic of the query also can have a significant effect on the percentage of sponsored results displayed by most Web search tools.

A research agenda for the study of digital reference is presented. The agenda stems from a research symposium held at Harvard University, Boston, Massachusetts in August 2002. The agenda defines digital reference as “the use of human intermediation to answer questions in a digital environment.” The agenda also proposes the central research question in digital reference: “How can human expertise be effectively and efficiently incorporated into information systems to answer user questions?” The definition and question are used to outline a research agenda centered on how the exploration of digital reference relates to other fields of inquiry.

PurposeThis study seeks to investigate users' virtual reference queries in concert with their search histories to better understand user needs and motivations.Design/methodology/approachThe paper initially examines one semester of data, including both search histories and user questions, from a database platform virtual reference service. These data were used to develop categories of frequently occurring search problems. One year of further data (n=90) is then coded and analyzed with these categories for problems exhibited in search histories and user questions.FindingsIt was found that one‐third of users display a misunderstanding of what content they could expect to find in library databases. Users treated the databases examined as a one‐stop shop for their daily information needs. There was a positive correlation between number of databases simultaneously searched and number of searches users performed before seeking help. Additionally, it was found that users recognize when they have problems with search strategy, but they are disproportionally concerned with term selection as the cause of their trouble rather than other problems with search mechanics (i.e. Boolean operators.)Practical implicationsThe results of this study illustrate commonalities in users' expectations of what they may search for, find, or do in a database. It shows what tends to lead users to seek help with their searching, exposes how the systems can lead users astray, and illustrates basic misunderstandings of what content can be found in library databases.Originality/valueThis study is the first virtual reference study that examines users' search histories in concert with their reference queries.

국내 대부분의 대학도서관이 디지털참고봉사를 제공하고 있지만 그 이용률은 매우 저조하다. 저조한 원인에는 주제전문 사서의 부족, 홍보부족 기타 관리자의 인식부족 둥으로 나타났다. 국내 대학도서관들의 환경에서 이러한 문제를 각 도서관 별로 해결하기는 어렵다. 이를 효과적으로 해결하기 위한 방법으로 각 도서관의 디지털참고봉사를 통합하는 방법을 제기하였다. 디지털참고봉사를 통합하기 위해서는 먼저 주제전문사서 양성, 이용자들이 인지하기 쉬운 인터페이스, 프로그램 개발, 관리기관 설립 등이 필요한데, 이 중에서도 주제전문사서의 양성이 우선적으로 준비되어야 할 것으로 판단된다. Most of the university libraries in Korea provide digital reference service(DRS), but the use of DRS is very low. The low usage of DRS seems to result from the lack of subject librarians, of staff, of public relations, and of managers' enthusiastic attitude and understanding of DRS. It is difficult to solve these problems because of the poor circumstances in universities. The collaborative digital reference service(CDRS) is a solution to these problems. Not only CDRS costs little but also can provide reference services in many different subject areas. Though subject specialist librarian, user-friendly system interface, system programs and administrative supports are necessary to implement CDRS, the education and training of the subject specialist librarians is the most important work to be done in the university library situation in Korea.

Ask A Librarian, the UK public library digital reference service, has been piloting LSSI's Virtual Reference Toolkit. The pilot, managed by Ask administrator Co-East, went live to public users in May 2003 and will continue through September 2003. The pilot objectives include not only an evaluation of the software and support offered by LSSI, but also the eventual integration of the chat component with the main web-form service, and the implications for uptake and sustainability. This article combines a report of the largely positive initial findings of the pilot with an overview of digital reference service and UK public libraries.

PurposeThis paper seeks to evaluate to what extent Google retrieved correct answers to queries inferred from factual and topical requests in a digital Ask‐a‐Librarian service.Design/methodology/approachIn total, 100 factual and 100 topical questions were picked from a digital reference service run by public libraries. The inferred queries simulated average web queries. They were expressed as separate keywords and as questions. The top ten retrieval results were observed for each answer. The inspection was stopped when the first correct answer was identified.FindingsGoogle retrieved correct answers to 42 percent of the topical questions and 29 percent of factual questions by keyword queries. The performance of queries in question form was considerably weaker. The results concerning the characteristics of queries and retrieval effectiveness are also presented. Evaluations indicate that the public library reference services answered at least 55 percent of the questions correctly. Thus Google did not outperform the Ask‐a‐Librarian service.Originality/valueThe study introduces a new way of evaluating search engines by comparing their performance with other related services such as an Ask‐a‐Librarian service.

This article describes the first of a series of assessments examining discrete areas of the service, needed to evaluate a digital reference program. The University of California, Los Angeles, began the first stage of a planned comprehensive evaluation with an assessment of competencies designed to reveal gaps in training that would be the starting point for a revised training program. The objectives of the first assessment were to isolate librarian‐error from user‐error, software‐error and network‐error. This assessment is the first piece of wide‐ranging evaluation that will involve all staff in the process of crafting best practices for digital reference service.

PurposeThe purpose of this paper is to present the current status of digital reference services (DRS) among selected academic libraries in the Philippines – the University Library of the University of the Philippines Diliman, the Rizal Library of the Ateneo de Manila University and the University Library of the De La Salle University Manila – by figuring out how information service is provided using instant messaging (IM) and social networking sites.Design/methodology/approachA survey was conducted to examine the nature, practice and impact of DRS and to ascertain users' preferences and level of awareness of the availability of Ask‐a‐Librarian – an information service offered through IM, and the Facebook fan page of the university libraries under study.FindingsInterestingly, the findings reveal that the full potential of Reference 2.0 has not yet been maximized. When it comes to reference services in academic libraries, students and faculty members have chosen to go online: Ask‐a‐Librarian, web forms, e‐mail and Facebook. A significant increase in the number of reference transaction was observed after integrating Web 2.0 and digital reference tools to its information services. IM and Facebook were found to be the most useful tools in finding relevant information. A majority of the queries received were brief and factual information inquiries and questions on how to use online databases.Practical implicationsThe paper further explores the different aspects of IM and Facebook reference service: statistics, content of the questions and quality of the answers, reference interview, and the user's awareness and preferences. The results of this study may prescribe practices integrating Web 2.0 applications to beef up reference service, in which academic librarians in the Philippines may benchmark.Originality/valueThis paper is the first systematic evaluation of the nature and practice of Reference 2.0 in the Philippine setting; it makes a valuable contribution that could boost academic libraries in the country as they endeavor to provide world‐class service to many.

In an attempt to meet ever-changing users’ needs, the University of Nebraska-Lincoln (UNL) Libraries implemented virtual reference services such as e-mail, chat, and, most recently, instant messaging, in increments and via various services and vendors. Each option consistently met with a lukewarm response and less-than-desirable reference transaction numbers. After investigating the virtual reference experiences of other academic institutions, and after the advent of a more flexible Webpage design, the UNL Libraries decided to pilot strategic placement of the QuestionPoint Instant Message Qwidget on multiple pages of the library Website. Data collected in the Fall 2008 and 2009 semesters test the hypothesis that 2009 sessions utilizing the strategically placed Qwidget resulted in significantly higher sessions than 2008. The strategic placement of the Qwidget resulted in a drastic increase in reference interactions in the 2009 academic year when compared to the 2008 academic year. The overall increase in reference transactions, along with a consistent increase throughout the academic year, indicate that instant messaging reference service is of interest to our users, as long as placement of the service is prominent.