Supplemental Materials

Presentation: Online & Distance Learning Students

Remote encounters of the librarian kind

J.Hall & A.Kochneva

2012

1. When the stats speak, the librarians are silent.

It is simply extraordinary how much the education has changed in the past 10 years. It seems like yesterday we were writing with chalk on the blackboard, and todays Kindergartners have a Prometheus board in their classroom. The improvement technology and especially the Internet brought in the classroom has been remarkable.

Can you believe that the Internet usage has increased 447.6% between the year 2000 to 2010? What is even more stunning is the rate online education enrollment is growing with. Bringing the classroom in your home is the first step in a long journey for making education with equal access to all, no matter their age, their abilities or disabilities, their schedule, their physical location or simply their lifestyle. The potential of this way of learning is mind-blowing, but what is even more so is the fact how unprepared are all the people, who take part in its development- the pioneers of online education.

2. Remote Encounters of the Librarian Kind- Up Close and Personal

In the current conditions, the librarians are on a life-boat in the middle of the reference sea, navigating on the go, learning how to be helpful with little or no support,

balancing the high demand of services they are not

prepared to offer, the lack of time, knowledge and resources, to respond to this challenge. Being a part of the change as online students and remote library users, Jeremy and I felt compelled to address an issue that we are dealing with on a daily basis- the challenges of online communication in the library environment.

By focusing your attention to the problems online reference users are facing, we are hoping to provide real answers and solutions to adopt in your future practice as librarians, thus blazing the trail for a new librarian species- Librarius Multifuncionatus, or in other words, the librarian who can do it all. We hope you enjoyed our presentation and that you found it useful.

3. Challenges every librarian should be aware of

Lack of time and know-how Limited resources Lack of confidence and

( what they are facing)

Librarians
What WE are facing

Lack of physical access to

( what they are facing)

Online students

possibly interest Limited support Declining budgets

library Class deadlines and specific course needs Limited communication opportunities Less structured participation

4. Myths and Legends of the Elusive Online Reference Service

Online reference service is too complicated Myth: This is the most common misconception about online reference service. True, that it requires some basic computer skills, but most of the libraries and school districts offer basic computer literacy classes at nominal cost. Hiring a professional to tutor the staff is a great solution, but can be expensive; However, Internal library seminars/workshops where more experience coworkers or library volunteers can provide help and guidance are also an excellent option.

Online reference service is too time consuming

Myth: With adequate preparations beforehand, online reference service should not take more time than a face-toface reference service. A part of the online reference service is the preparation of Frequently Asked Questions form, tutorials and ready reference answers that will take seconds to share with the patron. Any other more complicated question will be researched and answered the same way a face-to-face reference question would.

Online reference service software is too expensive

Myth: There is expensive reference service software, that is true, but there are even more free of charge options that you could explore and take advantage of, some of which we have listed in this presentation. The patrons of my library will never use that service Legend: I bet this is what William Wrigley Jr. thought when he started offering free chewing gum with his baking powder products, and now Wrigleys is the largest chewing gum company in the US. Online reference service can make all the difference for everyone who cannot visit the library in person, including a large number of people with disabilities, who could not take advantage of what your library has to offer until now.

The patrons at the library have a priority in reference service

Legend: This is not only a legend, but a dangerous one as well. Every single person who needs reference service is important, no matter the manner in which they seek this reference service. A patrons a patron, no matter how small, even Dr. Seuss knew that.

5. In help of the Librarian: Part I- Skype, Google Talk and Google Hangouts
Real time communication is essential for successful online reference service. While there are a lot of options you can choose from, we would like to focus your attention to two of them, that are popular and most of all- free.

Skype what is it and what can you do with it?

Skype is a software that allows synchronous online video communication with any person in the world. It has options of real time video conversations, chat sessions, file sharing and recently even Skype-to-phone option ( available with paid account). Skype bring online human interaction to a new level and makes all the difference when you are solving a problem online. Face-to-face virtual interaction is the future of online reference service. Please, visit the official Skype website for step-by-step tutorials for a number of Operation Systems.

Google Talk- what is it and what can you do with it?

Google talk is a free chat and video chat application from Google. It serves the same purpose as Skype, it only has the convenience of being attached to your Gmail account for even faster interaction by saving you time to log into a separate online communication service account. It is an excellent and easy to use option to offer Ask a Librarian service, with minimum resources and know-how. Please, visit the official Google Talk website for instructions and tutorials.

Google Hangouts

If you are in need of video conferencing with more than 1 person and you want a free service, Google Hangout is the application you need. It allows for up to 9 people to participate in a real time conversation. Please, visit the Google Hangouts website, where you can find more information on how to use the application.

6. In help of the Librarian: Part II- Altarama and Text a Librarian

We have explored some options for free online reference services, but there are also affordable options that should not be overlooked just because they are paid. Both services ( Altarama and Text-a-Librarian) are offering a reference phone number that students can text from their cell phones. What is even better is that the library doesnt need to own a cell phone to respond to these text messages, the web-bases system can be used for that instead. Another option available for both services is also the auto-response, which can be invaluable in the work of the busy librarian.

Altarama

In addition to the local phone number that patrons can use to contact the library via text message, this web based service allows the use of e-mail, web application, smart or cell phone to respond to inquires. It also provides a dedicated local phone number for patrons to use as well. For more information please visit the official Altarama website.

Text a Librarian

The cloud-based Text-a-Librarian service includes all the options listed above, plus the ability to create customizable template answers for frequently asked questions, which both saves time and effort , and leaves your patrons satisfied. For more information, please visit the official Text a Librarian website.

7. In help of the Librarian: Part III - LibGuides

So, you have all of this great information that you what to share with your colleagues? You have found a new way to attract patrons to your online reference service? You have a question you wan to ask? LibGuides is the service that connects the dots for librarians worldwide. Its a knowledge feast and all the librarians are invited!

LibGuides- what is it and how it can help you?

LibGuides is a subscription content management service that helps over 12,000 librarians worldwide. This service is used to promote library resources to patrons , to integrate library multimedia content, it helps with research, reference, curriculum and multimedia content for library service. For more information, please visit the official LibGuides website.

8. In help of the Librarian: Part IV Screen Sharing/Screen capture tutorial

We librarians should be all about sharing, right? Wrong! Just dare to mention screen sharing to a librarian and see the horror in their eyes. Relax, it is not that intimidating at all, as a matter of fact it is as easy as 1-2-3.

If you own a Mac:

1. Capture an image of the entire desktop, by pressing Command-Shift-3. The screen shot will be automatically saved as a PNG file on your desktop. 2. If you want to copy the entire desktop, press Command-Control-Shift-3. The screen shot will be placed on your clipboard for you to paste into another program. 3. To capture only a portion of the desktop, press Command-Shift-4. A cross-hair cursor will appear and you can click and drag to select the area you wish to capture. When you release the mouse button, the screen shot will be automatically saved as a PNG file on your desktop.

If you own a PC:

1. Press the Print Screen key. 2. No need to wait next to the printer, as weird as it sounds, that key doesnt actually print your screen on paper. 3. By clicking Print Screen you copy an image of your desktop to the clipboard to paste into another program, like Paint for example. Save the file and share with a patron or make a tutorial with images, its up to you.

Of course there are many other options to capture and share your screen :

Capture Me (Mac) - Open source screen capture and recording software MWSnap (Windows) - Freeware program for screen capturing. A web based application for screen sharing and virtual presentations- Join.me Even Skype has a beta version that allows you to share your screen.

9. In help of the Librarian: Part V Etiquette for Excellent Online reference service.
Online communication is not that different from face-to-face communication when it comes to etiquette and manners. There are countless resources providing information on how to communicate with patrons online via chat, text messaging, video conference etc. They can be intimidating with the lists and lists of rules that make it sound like Netiquette ( Virtual Etiquette) is the most complicated thing in the world. In reality things are much simpler and there are some basic principles to remember to have a successful online reference service and happy patrons.

This should be stapled to the desk of every new online reference librarian. Take the time to stop and think before you communicate your message online. Have in mind that in asynchronous communication the lack of non-verbal cues makes it harder to interpret your message. Make sure your statements are easy to read and understand, and they are clear and concise. We cannot stress enough how important that is in virtual communication. If you are the online patron, think how you would feel if you receive this message? How would you react? Even more, think how would a patron in a face-to-face reference interview react if you convey the same message?

Think twice-

Wear their shoes-

We mean it! Be even more considerate than you would be with a patron that visits your library. Often patrons experience anxiety to communicate online and you have to be aware that their sensitivity radar is using maximum capacity.
It is very simple actually- treat your patrons the way you would if they are in your library. Would you greet them? Would you wish them good day? Would you take the time to smile to them and finish your sentences? Then do it!

Mind your manners-

A patrons a patron, no matter where they are

10. In help of the Librarian: Part VI FYI: Netspeak

It is Monday. The library is quiet, your coffee smells delicious and you sleepily turn on your computer , preparing for a busy day ( after all, everyone with overdue item is dying to return their books first thing in the morning). You check your e-mail with the hope to add a new name to your short list of volunteers , instead this is what you see:
To: bbolland@halfmoon.edu Subject: RSVP ASAP pls

While this example is a little extreme, such cases are not unheard of. Now go, clean up the coffee you spilled on your
shirt and come back for a quick tour of Netspeak land.

Back already? Good.

Netspeak, leet, chatspeak, lingo, urban talk, it doesnt matter what you will call it, it basically encompasses a whole new world of word meanings that you probably have never heard of. You dont have to remember all of these of course, but you have to be aware there a places that can help you translate what on Earth these words mean. Believe it or not, there is even more than one dictionary that deals with the stuff . While for the enlightened it saves time to key Netspeak words in, for you it only means extra work. Therefore, while it is not mandatory, it is useful to have knowledge of the basic Netspeak expressions. Just beware- the fact that you know these expressions shouldnt tempt you to use them. Few things look more unprofessional than librarians who dont use Spell check and use Netspeak.

For fun and educational purposes ( these always should go hand in hand for maximum retention), we are attaching
on the next page a sample of a Netspeak glossary, just to get you started.

11. Netspeak Glossary- ASBMAETP

(Dont know what that is? Look it up!)

abt- about Bi- Bye b/c- because b/g- - background Br- bathroom

aka- also know as apt- appointment aprece8- appreciate aqap- as quick as possible asbmaetp- acronyms should be memorable and easy to pronounce ayc- awaiting your comments DB- database Def- definitely Ecf- error carried forward h/o- hold on hw/hw- help with homework imo- in my opinion inh- I need help init- isnt it IP- internet protocol Irt- in reply to Jms- just making sure

Brb- be right back

Btw- by the way Bttt- been there, tried that Bttyl- we talking to you later Btwn- between Bty- back to you bzy- busy a.i.m- aol instant messanger alt- anyone there aamof- as a matter of fact abt- about acct- account addy- address ack- acknowledged aeap- as early as possible afaicr- as far as I can remember

For more Netspeak fun, visit: http://www.netlingo.com/

12. Link Pool ( resources we though you might like)

RUSA Guidelines for Behavioral Performance of Reference and Information Services Professionals RUSA Guidelines for Implementing and Maintaining Virtual Reference Services RUSA Guidelines for the Introduction of Electronic Information Resources to Users,

American Library Association ( ALA) Standards for distance learning library services
Yale University Library, What is netiquette? Learn from the best- Library of Congress Ask a librarian service Learn from the best- Government Information Online Ask a librarian service A directory of institution based tutorials for instructional librarians. Find out what a blended librarian is. Webjunction- an excellent resource on creating online content for tutorials and visual help. Electronic resources use survey for Washington State library Factors Influencing Virtual Patron Satisfaction with Online Library Resources and Services by Katherine Tyler, Nancy B. Hastings Ready made webinars for purchase that you might find interesting. Improving Internet Reference Services To Distance Learners (Monographic Separates Fro Internet Reference Services Quarterly) a book by Rita Pellen and William Miller Increase in online education enrollment article Helpful resources for online reference by Libsuccess.org Overcoming the challenges of single user online experience presentation Fun video on finding articles