Online Reference

From Library Success: A Best Practices Wiki
(Difference between revisions)
Jump to: navigation, search
(Libraries Using Virtual Reference Services)
(Software We Like for IM Reference)
(17 intermediate revisions by 9 users not shown)
Line 1: Line 1:
 +
== Libraries Using Virtual Reference Services ==
 +
 +
* [[Libraries Using IM Reference]] - organized geographically - please add your library to this list first if you're offering IM reference as it is the definitive list.
 +
** [[Libraries Using Specific Types of Software for Embedded Chat]]
 +
* [[Libraries Offering SMS Reference Services]]
 +
* [[Libraries Offering VoIP or Video Reference]]
 +
 +
You can also check out the LISWiki's [http://liswiki.com/wiki/List_of_libraries_providing_virtual_reference_services List of libraries providing virtual reference services] for a list of libraries providing Virtual Reference services of all kinds.
 +
 +
 
== Software We Like for IM Reference ==
 
== Software We Like for IM Reference ==
 +
 
''If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!''
 
''If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!''
  
Line 8: Line 19:
 
*[http://www.meebo.com Meebo] - Multiple network, web-based interface (''Recommended by [[User:JonHaupt|Jon]]'')
 
*[http://www.meebo.com Meebo] - Multiple network, web-based interface (''Recommended by [[User:JonHaupt|Jon]]'')
 
** Also: [http://www.meebome.com Meebo me!] is a widget that lets people chat at you directly through your web site.
 
** Also: [http://www.meebome.com Meebo me!] is a widget that lets people chat at you directly through your web site.
 +
** Update: [http://www.meebo.com/support/article/175/ Meebo Messenger] is shutting down July 11th, 2012
 
*[http://www.miranda-im.org/ Miranda] - Multiple networks, thin client, great plugins for scripts using spell checker, works well under low bandwidth, Open Source (''Recommended by [[User:StevenS|Steven]]'')
 
*[http://www.miranda-im.org/ Miranda] - Multiple networks, thin client, great plugins for scripts using spell checker, works well under low bandwidth, Open Source (''Recommended by [[User:StevenS|Steven]]'')
 
*[http://www.masternewmedia.org/news/2007/05/20/webbased_instant_messengers_a_miniguide.htm Web-Based Instant Messengers: A Mini-Guide] - listing of 12 web-based IM options
 
*[http://www.masternewmedia.org/news/2007/05/20/webbased_instant_messengers_a_miniguide.htm Web-Based Instant Messengers: A Mini-Guide] - listing of 12 web-based IM options
 
*[http://libraryh3lp.com Libraryh3lp] - Anonymous widget on the website so users don't need to use Aim, Yahoo, MSN. Can receive Aim, Yahoo, MSN IMS also. Can run on multiple computers, doesn't display when the library is closed, nice stats/saved transcripts. Inexpensive. (''Recommended by [[User:shansen|Susan]]'')
 
*[http://libraryh3lp.com Libraryh3lp] - Anonymous widget on the website so users don't need to use Aim, Yahoo, MSN. Can receive Aim, Yahoo, MSN IMS also. Can run on multiple computers, doesn't display when the library is closed, nice stats/saved transcripts. Inexpensive. (''Recommended by [[User:shansen|Susan]]'')
 +
*[http://www.livezilla.net LiveZilla] - Personalisable widget with Windows client software. Offline chat requests are sent via email. Free! (''Recommended by [[User:tom.pasley|Tom]]'')
 +
*[http://www.altarama.com/page/RefChatter.aspx RefChatter] Altarama (vendor for LibraryH3lp)
  
 
== Software for SMS Reference ==
 
== Software for SMS Reference ==
 +
 
*[http://www.google.com/sms/ Google SMS]
 
*[http://www.google.com/sms/ Google SMS]
 
*[http://www.altarama.com.au/refxsms.htm Altarama's Reference by SMS]
 
*[http://www.altarama.com.au/refxsms.htm Altarama's Reference by SMS]
Line 23: Line 38:
 
**Standard messaging rates will apply
 
**Standard messaging rates will apply
 
*[http://www.textalibrarian.com Text a Librarian, Powered by Mosio] - Text Message (SMS) Reference Services. Accessible on over 260 million US mobile phones using a mobile, cell phone carrier approved technologies.  Used by single branch libraries or multi-library cooperatives.
 
*[http://www.textalibrarian.com Text a Librarian, Powered by Mosio] - Text Message (SMS) Reference Services. Accessible on over 260 million US mobile phones using a mobile, cell phone carrier approved technologies.  Used by single branch libraries or multi-library cooperatives.
*[http://libraryh3lp.blogspot.com/2009/03/sms-gateway-released.html LibraryH3lp Android SMS Gateway] - Library provides the Google Android phone and creates a gateway using LibraryH3lp.  Patrons text a phone number, not a short code.  Text messages can be flexibly routed and transferred among librarians.
+
*[http://libraryh3lp.blogspot.com/2010/06/super-cool-new-sms-gateway-twilio.html LibraryH3lp Twilio SMS Gateway] - Patrons text a phone number, not a short code/keyword combination.  US phone numbers only; international texts can be received and sent.  Text messages can be flexibly routed and transferred among librarians.
*[http://libraryh3lp.blogspot.com/2009/08/google-voice-sms-gateway.html LibraryH3lp Google Voice Gateway] - Library obtains a Google Voice account and phone number. Patrons text a phone number, not a short code. Librarian respond via IM as with other LibraryH3lp questions.
+
*[http://libraryh3lp.com/docs/sms-gateway-android.html LibraryH3lp Android SMS Gateway] - Library provides the Google Android phone and creates a gateway using LibraryH3lp.  Patrons text a phone number, not a short code/keyword combination.  Text messages can be flexibly routed and transferred among librarians.
 +
*[http://libraryh3lp.com/docs/sms-gateway-google-voice.html LibraryH3lp Google Voice Gateway] - Library obtains a Google Voice account and phone number. Patrons text a phone number, not a short code/keyword combination. Librarian respond via IM as with other LibraryH3lp questions.
 
*[http://www.upsidewireless.com/ Upside Wireless] is an SMS gateway company used by UCLA Libraries
 
*[http://www.upsidewireless.com/ Upside Wireless] is an SMS gateway company used by UCLA Libraries
 +
*[http://www.twilio.com/ Twilio] Provides US phone numbers and APIs for developers to use in creating their own applications.  Libraries with programming resources available could roll their own SMS service.
 +
 +
== Software We Like for Online VoIP, Video or Co-Browsing Reference ==
  
== Software We Like for Online VoIP/Video Reference ==
 
 
''If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!''
 
''If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!''
  
Line 34: Line 52:
 
*[http://get.live.com/messenger/overview Windows Live Messenger] - Free Voice, Video, Sharing features (''Recommeded by [[User:Colin|Colin]]'']
 
*[http://get.live.com/messenger/overview Windows Live Messenger] - Free Voice, Video, Sharing features (''Recommeded by [[User:Colin|Colin]]'']
  
== Libraries Using Virtual Reference Services ==
+
==Online Reference Assistance, AKA Virtual reference==
 +
For a working definition see [http://liswiki.org/wiki/Virtual_reference LIS Wiki Virtual Reference]
  
* [[Libraries Using IM Reference]] - organized geographically - please add your library to this list first if you're offering IM reference as it is the definitive list..
+
For guidelines, see [http://www.ala.org/ala/mgrps/divs/acrl/events/elearning/courses/VirtualReference.cfm ACRL Virtual Reference Guidelines]
** [[Libraries Using Specific Types of Software for Embedded Chat]]
+
* [[Libraries Offering SMS Reference Services]]
+
* [[Libraries Offering VoIP or Video Reference]]
+
  
You can also check out the LISWiki's [http://liswiki.com/wiki/List_of_libraries_providing_virtual_reference_services List of libraries providing virtual reference services] for a list of libraries providing Virtual Reference services of all kinds.
+
For "Best Practices," see [http://www.libsuccess.org/index.php?title=Online_Reference Library Success: Online Reference] wiki includes international list of libraries providing online reference service.
 +
 
 +
===Online Reference Providers (Software and Outsourcing)===
 +
* [http://www.atg.com/en/products-services/optimization/live-help/?refId=is ATG LiveHelp]- Generic help desk platform
 +
*[http://questionpoint.org/ QuestionPoint] OCLC platform specific to library reference service
 +
*[http://www.tutor.com/ Tutor.com] Tutoring platform
 +
*[http://www.altarama.com/page/VRLplus.aspx Altarama VRLplus] platform specific to library reference service
 +
 
 +
==Easy Screen-Capture Technology==
 +
 
 +
===Jing===
 +
 
 +
Jing, a Techsmith product, allows you to make quick videos on the fly. It is easy to initiate and produce a recording to be uploaded on a Screecast.com account.  Although Jing doesn't offer much in the way of editing capabilities, it works really well for e-mail reference and reference via chat.  Instead of typing instructions out, show them with a quick screencast.  Also, you can easily import the file into Camtasia (also a Techsmith product) and do some editing from there.  For more information, visit http://www.techsmith.com/jing/.
 +
----
 +
 
 +
==Reference Management Technology==
 +
 
 +
 
 +
*'''Reference Management, Statistics Software, and Ways to Measure Reference Interactions''':
 +
**[http://www.desktracker.com/ Desk Tracker by Compendium]
 +
**[http://www.gimlet.us/ Gimlet]
 +
**[http://code.google.com/p/libstats/ Libstats] PHP/mysql open source program
 +
**[http://www.altarama.com/page/RefTracker.aspx RefTracker by Altamara]
 +
***[http://www.altarama.com/page/DeskStats.aspx Desk Stats by Altarama]
 +
**[http://www.sitescripter.com/main/index.php SiteScripter]
 +
**[http://www.zoho.com/creator/ ZOHO Creator] 2 apps for free
 +
***See [http://oedb.org/blogs/ilibrarian/2007/reference-statistics-with-zoho-creator/ iLibrarian Reference Statistics with ZOHO Creator]
 +
**[http://www.dom.edu/library/READ/presandpub.html Reference Effort Assessment Data] A method developed by Bella Karr Gerlich to collective qualitative data on reference interactions.
 +
 
 +
*'''Collegial Reference" communicatiing amoung colleagues''':
 +
**[http://sites.google.com/?hl=en&tab=w3 Google sites] If your institution doesn't have an intranet readily available, Google sites is a easy way to create a private site for sharing between colleages. News, policies, login details for technology can be centralized using a very easy interface that those without any technical affinity can use.
  
 
== Blogs/Websites to Watch ==
 
== Blogs/Websites to Watch ==
 +
 
*[http://walkingpaper.org/ Walking Paper] by Aaron Schmidt
 
*[http://walkingpaper.org/ Walking Paper] by Aaron Schmidt
 
*[http://librarianinblack.typepad.com/librarianinblack/ Librarian in Black] by Sarah Houghton-Jan
 
*[http://librarianinblack.typepad.com/librarianinblack/ Librarian in Black] by Sarah Houghton-Jan
Line 52: Line 99:
 
*[http://libraryh3lp.blogspot.com/ Library H3lp]
 
*[http://libraryh3lp.blogspot.com/ Library H3lp]
  
= Specific Blog Posts/Articles to Check Out =
+
 
 +
== Specific Blog Posts/Articles to Check Out ==
 +
 
 
*[http://walkingpaper.org/358 IM Talking Points] at Walking Paper by Aaron Schmidt.
 
*[http://walkingpaper.org/358 IM Talking Points] at Walking Paper by Aaron Schmidt.
 
*[http://librarianinblack.typepad.com/librarianinblack/2007/04/instant_messagi.html Instant messaging and security: how to talk to IT] at Librarian in Black by Sarah Houghton-Jan
 
*[http://librarianinblack.typepad.com/librarianinblack/2007/04/instant_messagi.html Instant messaging and security: how to talk to IT] at Librarian in Black by Sarah Houghton-Jan
Line 68: Line 117:
 
*[http://www.teachinglibrarian.org/weblog/2005/06/web-based-chat-and-im-not-eitheror-but.html  Web-based chat and IM: Not "either/or" but "both/and"] by Stephen Francoeur from Digital Reference.
 
*[http://www.teachinglibrarian.org/weblog/2005/06/web-based-chat-and-im-not-eitheror-but.html  Web-based chat and IM: Not "either/or" but "both/and"] by Stephen Francoeur from Digital Reference.
 
*[http://www.homerlibrary.org/HomerILA.ppt IM Reference: What We've Learned] (Homer Township @ Illinois Library Association; October 14, 2005)
 
*[http://www.homerlibrary.org/HomerILA.ppt IM Reference: What We've Learned] (Homer Township @ Illinois Library Association; October 14, 2005)
*[http://www.ala.org/ala/aasl/aaslpubsandjournals/kqweb/kqarchives/v33/333Houghton.htm Virtual Reference @ Your Library] by Sarah Houghton-Jan.  Featured in ''KnowledgeQuest'', Jan/Feb 2005.
+
*[http://www.ala.org/ala/mgrps/divs/aasl/aaslpubsandjournals/knowledgequest/kqwebarchives/v33/333houghton.cfm Virtual Reference @ Your Library] by Sarah Houghton-Jan.  Featured in ''KnowledgeQuest'', Jan/Feb 2005.
 
*[http://edificeref.info/?p=71 Trillian training materials] - by Beatrice Pulliam, a great training for using Trillian in providing virtual reference services.
 
*[http://edificeref.info/?p=71 Trillian training materials] - by Beatrice Pulliam, a great training for using Trillian in providing virtual reference services.
 
*[http://www.american.edu/tesol/Baron-SeeYouOnlineCorrected64.pdf See You Online: Gender Issues in College Student Use of Instant Messaging] by Naomi S. Baron, Department of Language and Foreign Studies, American University. In addition to interesting findings, this paper includes useful terminology for discussing IM.
 
*[http://www.american.edu/tesol/Baron-SeeYouOnlineCorrected64.pdf See You Online: Gender Issues in College Student Use of Instant Messaging] by Naomi S. Baron, Department of Language and Foreign Studies, American University. In addition to interesting findings, this paper includes useful terminology for discussing IM.
Line 80: Line 129:
 
*Maximiek, Sarah and Brown, Elizabeth and Rushton, Erin (2006) [http://www.haworthpress.com/store/Toc_views.asp?sid=2PLHFLQ79HPX8GESAVH8RJ45C91R1RA9&TOCName=J106v13n04%5FTOC&desc=Volume%3A%2013%20Issue%3A%204l Connecting to Students: Launching Instant Messaging Reference at Binghamton University.] College & Undergraduate Libraries.  Volume: 13 Issue: 4, 2006   
 
*Maximiek, Sarah and Brown, Elizabeth and Rushton, Erin (2006) [http://www.haworthpress.com/store/Toc_views.asp?sid=2PLHFLQ79HPX8GESAVH8RJ45C91R1RA9&TOCName=J106v13n04%5FTOC&desc=Volume%3A%2013%20Issue%3A%204l Connecting to Students: Launching Instant Messaging Reference at Binghamton University.] College & Undergraduate Libraries.  Volume: 13 Issue: 4, 2006   
  
= Resources for IM Reference Training =
+
 
 +
== Resources for IM Reference Training ==
 +
 
 
*[http://bearspace.baylor.edu/Ellen_M_Hampton/www/IMtraining/index.htm Learning How to Use Instant Messaging Software]- developed in the fall of 2007 to train reference staff unfamiliar with the basics of IM, licensed under a Creative Commons BY-NC-SA License.
 
*[http://bearspace.baylor.edu/Ellen_M_Hampton/www/IMtraining/index.htm Learning How to Use Instant Messaging Software]- developed in the fall of 2007 to train reference staff unfamiliar with the basics of IM, licensed under a Creative Commons BY-NC-SA License.
 +
 +
  
 
[[Category:Technology]]
 
[[Category:Technology]]
 
[[Category:Reference Services and Information Literacy]]
 
[[Category:Reference Services and Information Literacy]]
 
[[Category:Online Reference]]
 
[[Category:Online Reference]]

Revision as of 13:35, 19 June 2012

Contents

Libraries Using Virtual Reference Services

You can also check out the LISWiki's List of libraries providing virtual reference services for a list of libraries providing Virtual Reference services of all kinds.


Software We Like for IM Reference

If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!

  • Trillian - Multiple network program (Recommended by Meredith)
  • Pidgin - Open Source, multiple network (Recommended by Meredith)
  • Fire - Open Source, Mac, multiple network (Recommended by Aaron)
  • Adium - Open Source, Mac, multiple networks (Recommended by Aaron)
  • Meebo - Multiple network, web-based interface (Recommended by Jon)
    • Also: Meebo me! is a widget that lets people chat at you directly through your web site.
    • Update: Meebo Messenger is shutting down July 11th, 2012
  • Miranda - Multiple networks, thin client, great plugins for scripts using spell checker, works well under low bandwidth, Open Source (Recommended by Steven)
  • Web-Based Instant Messengers: A Mini-Guide - listing of 12 web-based IM options
  • Libraryh3lp - Anonymous widget on the website so users don't need to use Aim, Yahoo, MSN. Can receive Aim, Yahoo, MSN IMS also. Can run on multiple computers, doesn't display when the library is closed, nice stats/saved transcripts. Inexpensive. (Recommended by Susan)
  • LiveZilla - Personalisable widget with Windows client software. Offline chat requests are sent via email. Free! (Recommended by Tom)
  • RefChatter Altarama (vendor for LibraryH3lp)

Software for SMS Reference

  • Google SMS
  • Altarama's Reference by SMS
  • AIM Hack: Your users can:
    • Send a message to 246246 (AIMAIM)
    • Enter the text "send [library's AIM address] [question]" (without quotations or brackets)
      • For example:
      • send anytownlibrarychat what are yr hours?
    • From that point on, send and receive messages as you normally would. (Your patron doesn't need to use the account prefix, etc. for each message during the session)
    • Standard messaging rates will apply
  • Text a Librarian, Powered by Mosio - Text Message (SMS) Reference Services. Accessible on over 260 million US mobile phones using a mobile, cell phone carrier approved technologies. Used by single branch libraries or multi-library cooperatives.
  • LibraryH3lp Twilio SMS Gateway - Patrons text a phone number, not a short code/keyword combination. US phone numbers only; international texts can be received and sent. Text messages can be flexibly routed and transferred among librarians.
  • LibraryH3lp Android SMS Gateway - Library provides the Google Android phone and creates a gateway using LibraryH3lp. Patrons text a phone number, not a short code/keyword combination. Text messages can be flexibly routed and transferred among librarians.
  • LibraryH3lp Google Voice Gateway - Library obtains a Google Voice account and phone number. Patrons text a phone number, not a short code/keyword combination. Librarian respond via IM as with other LibraryH3lp questions.
  • Upside Wireless is an SMS gateway company used by UCLA Libraries
  • Twilio Provides US phone numbers and APIs for developers to use in creating their own applications. Libraries with programming resources available could roll their own SMS service.

Software We Like for Online VoIP, Video or Co-Browsing Reference

If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!

Online Reference Assistance, AKA Virtual reference

For a working definition see LIS Wiki Virtual Reference

For guidelines, see ACRL Virtual Reference Guidelines

For "Best Practices," see Library Success: Online Reference wiki includes international list of libraries providing online reference service.

Online Reference Providers (Software and Outsourcing)

Easy Screen-Capture Technology

Jing

Jing, a Techsmith product, allows you to make quick videos on the fly. It is easy to initiate and produce a recording to be uploaded on a Screecast.com account. Although Jing doesn't offer much in the way of editing capabilities, it works really well for e-mail reference and reference via chat. Instead of typing instructions out, show them with a quick screencast. Also, you can easily import the file into Camtasia (also a Techsmith product) and do some editing from there. For more information, visit http://www.techsmith.com/jing/.


Reference Management Technology

  • Collegial Reference" communicatiing amoung colleagues:
    • Google sites If your institution doesn't have an intranet readily available, Google sites is a easy way to create a private site for sharing between colleages. News, policies, login details for technology can be centralized using a very easy interface that those without any technical affinity can use.

Blogs/Websites to Watch


Specific Blog Posts/Articles to Check Out


Resources for IM Reference Training

Personal tools
Namespaces

Variants
Actions
Navigation
Toolbox