https://scholarworks.gvsu.edu/cgi/viewcontent.cgi?article=1008&context=library_sp

The Impact of Web-scale Discovery on the Use of a Library Collection

This study examines the utilization and preference of popular Internet and communication technologies among students at Sam Houston State University (SHSU), a Carnegie Research Doctoral University in East Texas. The researchers wished to study the local relevance of various technology trends reported in librarianship literature and then to use the survey data to inform decisions regarding library service development. A survey was conducted to investigate student ownership of electronic devices and student usage of technologies such as text messaging, Twitter, RSS, podcasts, social networks, Second Life, and others. Survey results indicated that, while students do not wish to experience an overwhelming library presence on all social networking and Internet media, most do wish to have basic library services easily accessible through a few of the most popular social networking and Internet technologies. The investigators identified some unique trends in usage among their local population and have adjusted certain library services and plans in accordance with their findings. Other libraries are encouraged to study their own users and develop new services based on those users’ needs rather than popular trends or surveys which may be based on radically different user groups.

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Higher Education and Emerging Technologies: Student Usage, Preferences, and Lessons for Library Services

Online question-answering (Q&A) services are becoming increasingly popular among information seekers. We divide them into two categories, social Q&A (SQA) and virtual reference (VR), and examine how experts (librarians) and end users (students) evaluate information within both categories. To accomplish this, we first performed an extensive literature review and compiled a list of the aspects found to contribute to a “good” answer. These aspects were divided among three high-level concepts: relevance, quality, and satisfaction. We then interviewed both experts and users, asking them first to reflect on their online Q&A experiences and then comment on our list of aspects. These interviews uncovered two main disparities. One disparity was found between users’ expectations with these services and how information was actually delivered among them, and the other disparity between the perceptions of users and experts with regard to the aforementioned three characteristics of relevance, quality, and satisfaction. Using qualitative analyses of both the interviews and relevant literature, we suggest ways to create better hybrid solutions for online Q&A and to bridge the gap between experts’ and users’ understandings of relevance, quality, and satisfaction, as well as the perceived importance of each in contributing to a good answer. © 2012 Wiley Periodicals, Inc.

Social Q&A and virtual reference—comparing apples and oranges with the help of experts and users

Discovery tools are the next phase of library search systems. Illinois State University's Milner Library implemented EBSCO Discovery Service in August 2010. The authors conducted usability studies on the system in the fall of 2010. The aims of the study were twofold: first, to determine how Milner users set about using the system in order to better inform customization choices, which in turn would create better search experiences, and second, to find out whether discovery tools fix the problems of federated search. With federated search technology, users often felt frustrated by the search experience. Some reasons for the frustration included a desire for better ways to determine the relevancy of search results and for more information about the material included in the records. The authors determined that while many federated search problems were solved, some issues persisted. Overall, the move to EBSCO Discovery Service at Milner Library has been a positive experience for its users.

Promise Fulfilled? An EBSCO Discovery Service Usability Study

The purpose of this study was to synthesize the research literature that has investigated library-based chat reference service. We define library-based chat reference as a synchronous, computer-based question answering service where users of the service ask question(s) which are answered by library employees or contracted agents. Following the methods for conducting a systematic review, we developed inclusion criteria for our data set and collected data from research on chat service dating from 1995 to January 2010. We limited our data to empirical research using established qualitative or quantitative methods. The final data set included 59 documents. We used White's (2001) digital reference service framework to guide our data analysis and unitized the data to the level of the research question(s) asked in each of the studies, resulting in 146 research questions. We focused the bulk of our analysis on the six categories of the framework where the research emphasis was strongest: parameters of the service; clients; parameters of the service; questions; question-answering process; response guidelines; staffing and training; and mission, objectives, statement of purpose. Our aim is to analyze the literature on chat service from a broad perspective to uncover larger themes and streams of knowledge. We believe that this perspective is relevant to those who are currently engaged in chat service in some capacity—academics, librarians, managers, and IT developers. Our research presents the collective knowledge in this area and provides groundwork for researchers as they explore new questions related to chat service. It unifies for practitioners a collection of findings about chat service to enhance and improve their practice. The results suggest areas of opportunity for managers who wish to further develop chat as a library service, and the results synthesize current understandings about chat service which may be useful for IT developers to extend and innovate chat technology in libraries.

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A Systematic Review of Research on Live Chat Service

Despite early reports of patron enthusiasm with chat reference, usage of this service has been disappointing at some academic libraries, including our own. To probe why students have not used our chat reference service more, we conducted in-depth focus group discussions with upper level undergraduates on our campus. We questioned participants—all nonusers of chat reference—about their research behaviors and their reference service preferences. Responses suggest users desire both a variety of reference services and more personalized reference services. We discuss implications for how we deliver chat reference.

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Why Isn't Our Chat Reference Used More? Finding of Focus Group Discussions with Undergraduate Students

In fall 2002, Illinois State University librarians surveyed their e‐mail and chat reference patrons to determine how they feel about the services and how the services might be improved. The survey also attempted to identify the extent to which the services are used in conjunction with more traditional reference venues. While most electronic reference services utilize brief “pop‐up” forms to survey patrons, Illinois State patrons were invited via e‐mail to complete a more extensive online survey form. Approximately 400 patrons were surveyed, and a response rate of 17 percent was achieved. Results indicate a high level of satisfaction with electronic reference, the desirability of retaining both services despite the more immediate need of chat, and the need to cross‐market reference services. Survey participation suggests that use of e‐mail and online forms to survey electronic reference patrons may be effective in the case of e‐mail reference, but not chat.

E‐mail and chat reference: assessing patron satisfaction

Illinois State University’s Milner Library conducted focus groups in the summer and fall of 2007 as part of its user-centered approach to implementing a federated search engine. The feedback supplemented the comments from usability testing conducted in the summer of 2006. The purpose of the focus groups was to learn about students’ use of and satisfaction with the federated search engine and to gather their ideas on how to incorporate it into the library website. The focus groups provided qualitative information that Milner Library used to guide decisions regarding website design and federated searching instruction. A list of best practices from the user perspective is also drawn from the findings. The unique aspects of this article include the use of focus groups to gather feedback on federated searching and the discussion of incorporating a federated search engine into a library website. This article is based on preliminary findings presented at the Internet Librarian 2007 conference in Monterey, California.

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Student Feedback on Federated Search Use, Satisfaction, and Web Presence: Qualitative Findings of Focus Groups

Purpose – To determine the extent and nature of library involvement in campus portal development.Design/methodology/approach – Campus technology staff from US colleges and universities participating in the JA‐SIG uPortal open‐source software project were surveyed.Findings – All respondents indicated having an active campus portal. A majority of respondents had at least one library feature on their campus portal. Some library features included automated display of information specific to the portal user such as library account information. Collaboration between campus and library staff was a common theme among institutions successfully deploying library features.Research limitations/implications – Findings are based on a small sample of campuses currently deploying portals. Recommended follow‐up studies include surveys of institutions using proprietary portal software and surveys of library staff and end‐users.Originality/value – While considerable research has been done on library portals, this paper is u...

Library participation in campus web portals: an initial survey

To commemorate the 150th anniversary of their institution, Illinois State University librarians are developing an online bibliography of scholarly works by campus faculty. The bibliography will be a permanent, searchable record of campus scholarship from 1857 to the present. The bibliography is intended to serve the needs of researchers interested in the history of the institution as well as the changing roles of college faculty over the last 150 years. The project is an alternative to and potential foundation for an institutional repository. The authors describe their experiences with the project and their plans for its expansion and enhancement. doi:10.1300/J106v14n03_01

Bruce Stoffel

Papers

Why Isn't Our Chat Reference Used More? Finding of Focus Group Discussions with Undergraduate Students

E‐mail and chat reference: assessing patron satisfaction

Student Feedback on Federated Search Use, Satisfaction, and Web Presence: Qualitative Findings of Focus Groups

Library participation in campus web portals: an initial survey

Building an Online Faculty Publications Database