Digital Reference Guidelines

I. Scope
II. Location
III. Scheduling
IV. Interaction
V. Testing
VI. Reporting
VII. Comparing Traditional to Digital reference

1. Scope:
1. The UCLA digital reference project answers reference questions appropriate for a University of California library.
2. Databases are restricted by the user's status (i.e. UCLA, UC or non-UC).
3. Questions which are more appropriate for a public or special library will be referred.
   
   
2. Location:
   
1. Librarians should cover digital reference service either at their desk or in an electronic classroom, NOT at the reference desk.
2. Coverage of digital reference from home is at the discretion of the librarian's supervisor.
3. If at home, a cable modern or DSL is necessary, and the librarian must check out his/her home connection BEFORE covering shift.
4. Librarian must also have a telecommuting application on file in their unit.
   


3. Scheduling:


1. Digital reference hours should be seen as part of each librarian's reference desk responsibilities.
2. Schedules should be flexible.
3. At the discretion of the unit supervisor, librarians covering the evening shift in the library should be able to come in later in the day. Or if working at home, work a split shift.
   
   
4. Interaction:
1. Service in an academic library should be a hybrid combination of instruction and "giving answers". The technology does not lend itself to the same instruction methodology used at the academic reference desk. Librarians try to get the users as close to the answer as possible and inquire whether they feel comfortable in taking it alone from there.
2. Electronic resources should be used to answer questions if possible (e.g. catalog, databases, Web resources). Use the electronic catalog to refer users to print or other media as appropriate.
3. Calls should be picked up as soon as possible. A greeting should be sent immediately to let the user know that a library staff member has connected.
4. Frequent brief messages should be sent so that the caller knows that he is still connected. Frequent, short messages work better than long paragraphs. Break long sentences into parts and send with ellipses indicating a continuing thought.
5. Access databases as appropriate to the user's status. Be aware that certain databases are restricted to the UCLA or UC community only.
1. Check the user's log in information for a UCLA ID # or UCLA email address. If neither is evident, ask the user if he is UCLA affiliated.
2. Do not Escort non-affiliated users through proprietary resources; instead recommend resources available at the user's campus or local library (e.g. Los Angeles Public Library).
6. Although the software allows librarians to handle multiple callers simultaneously, it can be confusing and overwhelming to do so. It is therefore recommended that the librarian help no more than two callers at one time.
   1. When you are in a transaction and another patron calls, you will not be able to continue to chat with the first until acknowledging the second.
   2. Immediately retrieve your second caller and either explain that you are helping another patron, (e.g. "I'm currently helping someone, would you like to wait, click-in later, or send an email message?") or return to your first patron, finish your thought(s) and explain the situation ("I have another caller waiting, do you think you have enough information to continue on your own?").
7. Librarians should not hesitate to refer users to subject specialists if they cannot fully help the user. Direct the user to the appropriate library or subject specialist, or offer to forward the question to the appropriate person.
8. Make sure that the caller's question is answered completely, worked on off-line, or referred to a subject specialist. Follow up with the caller by email or phone if necessary.
9. Cordially wrap-up your transaction before disconnecting; e.g. tell your patron, "thanks for using our service," "please call again," etc.
10. If a caller gets unexpectedly disconnected, the librarian should get the caller's email address from the transcript and inquire whether an answer was found or if the caller needs more assistance.
    
    
5. Testing:
1. Librarians should be periodically checking the software (i.e. chat, page push, Escort) during their shift. The project is still a testing vehicle, and librarians should be assessing the functionality of the software. As a tester, use your own email address and make sure you receive a transcript.
2. Make sure that the reports/transcript feature is working by going to http://www.247ref.org/info and checking your transcripts. Note: there is sometimes a delay of several hours before a transcript appears.
   
   
6. Reporting:
   
1. At the end of your shift send an email to the digref-l listserv at digref-l@library.ucla.edu describing what occurred during your shift.
   1. You should include the date and time of session, questions received, what you did (databases used, referral etc), comments on how you feel the transaction went, any problems, whether any follow-up was required (referred question, emailed or phoned caller later).
   2. If you did not have any callers, list the functions and databases you tested.
2. This is the appropriate forum for librarians to ask for comments from their colleagues and for others to suggest alternative strategies for answering specific questions.
   
   
7. Comparing Traditional to Digital reference:

Novice digital reference librarians often display hesitation in attempting the new technology. By remembering some of the basic similarities and differences of digital and traditional reference work, many of these hesitations can be dissipated.

	Traditional Reference	Digital Reference	Rationale
Reference interview	Assess patron's information needs.	Assess patron's information needs.	A patron's initial question does not always reflect accurately his information needs.
	Assess what patron has already done/found/used.	Assess what patron has already done/found/used.	Saves time & effort. Prevents repetition, unless you feel patron's previous efforts were inefficient.
Search	Use sources appropriate to user & his needs.	Use sources appropriate to user & his needs.	Subscription databases are restricted to UC or UCLA-affiliated users only.
Connect with patron	Employ open, friendly body language.	Use patron's first name.	Even computer based conversations can be warm & friendly.
		Keep connection going with frequent brief messages.	Don't let the patron wonder if you've been disconnected.
		Tell the patron what you are doing at each step. If using escort, let patron do the search while you coach.	There may be lag time. Keep the transaction interactive.
Communication styles		Use chat for quick informational queries.	Chat is speediest & most efficient for certain queries.
		Push web pages for limited information needs (library hours, policies, phone numbers, etc.).	Often patron only needs starting point and can continue from there by himself.
		Employ Escort for more in depth research coaching. Let patron continue on his own when he is ready.	When patron needs research coaching, Escort facilitates simultaneous browsing and maximum interactivity.
		Open separate browser to check or search site before recommending it to patron if applicable.	Sometimes you may be uncertain of the best site or strategy. This lets you check your options privately first.
Know limitations	Refer to subject library or specialist if librarian has limited expertise for query.	Refer to subject library or specialist if librarian has limited expertise for query.	You cannot expect to know everything about everything!
	Spend time wisely; do not allow a query to run too long.	Try to keep your transaction under 15 minutes.	You may be misusing your time. Offer to follow up with an email or other contact.
	Recommend an appointment with a librarian if query is complex.	Recommend an appointment with a librarian if query is complex.	Some queries are best answered in face-to-face appointment formats.
Follow up	Make sure patron has the information necessary to continue to next step on his own.	Make sure patron has the information necessary to continue to next step on his own; use follow-up email if appropriate.	This is the proper closure of a reference transaction.
Technical glitches	Inform appropriate body.	Call Carol Bonnefil or Cherry Hill Company either while still online with patron or afterwards as appropriate.	Sometimes a glitch can be fixed while still online with patron. All glitches should be reported for servicing.
	Improvise as best as possible (e.g. give patron LC guide pamphlet if catalog down).	Use functions that ARE working; e.g. if Escort not working, push pages and talk patron through process.	By thinking creatively on our feet, we can usually satisfy the patron's basic needs even in adverse circumstances.