Cross Posted: 24/7 Academic Library Distance Learning Reference

[Hinton, D.M.]

Id just like to put forward some examples of the reality of distance
learning reference support and provoke some debate about it in the context
of the ongoing debate about 24/7. 

24/7 has a long way to evolve before it can be considered as a serious
academic library distance learning support tool.

Background:

Here at the University of Leicester, University Library, we have a Distance
Learning Unit which supports about 6-7,000 distance learners around the
world. We have been running since Dec 1999 and are currently running a Chat
Reference trial during normal working hours.

Some realities of reference:

[1]Reference defined in this context includes questions about passwords,
access to specific databases & ejournals, ILL, loans, literature searching. 

[2] These questions are highly specific how tos and whys regarding services
and information sources that we supply. It is very personalised and requires
extensive knowledge of proceedures, practices and resources available.

[3] Information Librarians (subject specialists) and other library staff all
refer questions on the the Unit. 

[4] Some staff associated with the Unit work from another site, involving
the challenges of geographical distance.

[5] Reference in this context encompases queries that in the normal flow of
academic library assistance would be supplied each by ILL, Lending sections
and Subject Specialists.

[6] The Distance Learning Web site provides 24/7 reference for subject
enquiries with detailed subject resource pages
(http://www.le.ac.uk/li/distance/guide/infosour.htm)

[7] Copyright, database and ejournals licenses impact on the potential
development of such services as access is restricted to University of
Leicester staff and students. 
For Example: We couldn't ask X Library to support our students at X time,
when X library can not access the same resources or admin system (library
catalogue).

These challenges are likely to similar in academic libraries around the
world that have small sections dealing with distance learning support or who
deal exclusively with learners at a distance ie Open University etc.

Feedbacka and comments are welcome!!!!!!!!!!!

Distance Learning Services Librarian Lou McGill (lkm5 at le.ac.uk) welcomes and
enquiries and comments about the services.

============================================
Ms Danielle Hinton
ELITE Project Officer 
University of Leicester, 
University Library
PO Box 248, University Road, 
Leicester LE1 9QD, UK.

Telephone: +44 (0) 116 252 5087
Fax: +44 (0) 116 252 2066. 
E-mail: dmh15 at leicester.ac.uk
WWW: http://www.le.ac.uk/li/distance/index.htm
ELITE WWW: http://www.le.ac.uk/li/distance/eliteproject/index.htm

"Cats instinctively know the exact moment their owners will wake up. 
Then they wake them 10 minutes sooner." 
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