[Web4lib] "Ask a Librarian" role: popularity, questions, benefits, costs

[Thomas Bennett]

You can read about the background and implementation of ASU's Ask-A-Librarian 
service in _Database-Driven Web Sites_ published in 2002 by Hawthorne Press 
and co-published in Internet References Services Quarterly, volume 7, numbers 
1/2 2002 with Kristin Antelman as Editor.  This implementation has been 
unchanged just about since it began.  From 2000 to 2002 we had over 600 
submissions.  We now have had over 2400 submissions.  Also, last month we 
added a separate Distance Learning Ask-A-Librarian service and did make some 
modifications to the system.  Because of the chosen software I was able to 
copy the database table, without the data, to a new table and copy the 
directory where the Ask-A-Librarian pages are to a new directory and with 
less than 20 minutes of modifications it was ready for Distance Learning 
librarians use.  The system was modified to email each DL person when a new 
submission came in.  Also in the summary page, where all new submissions are 
viewed, I added a short summary showing the patron, the responder and the 
number of submissions from that patron to show others in DL that someone had 
picked up that question and if another came in from that same patron it may 
be left for the responder that is already working with that patron. 

Features include allowing the responder to email anyone in the library for 
information or assistance, one button click to add to FAQ, view only 
submissions you have tagged for responding to, and deselect any submissions 
if you decide someone else should respond to it.

The reference librarians are also using a chat service during selected  hours.

see inline below for answers to your questions.

Thomas

On Friday 11 November 2005 01:55, Richard Wiggins wrote:
> Dear Web4libers,
>  An old friend writes a column on computing for AARP. He's doing a piece on
> "Ask a Librarian" services. Gabe is a thoughtful fellow and will treat your
> thoughts and remarks with care.
>  Here is his author's query:
>  Rich, thanks for forwarding this to the list you suggested.
>
> I'm writing an article for AARP's Computers and technology Web site,
> http://www.aarp.org/computers, about the blossoming "Ask a librarian"
> services popping up everywhere. The services seem great, comprehensive,
> free, and very useful.
>
> I'm chatting with a couple very helpful librarians about this; I thought
> getting comments from more people would broaden my perspective.
>
> So I'm interested in hearing from the library/librarian community on this
> -- what's led/leading to its popularity, 
ease of use from any web browser and prompt replies I expect.

> the sort of questions people pose,
All kinds indicated in ( ) is the affiliation from a drop down list
:
- hello, I am actually a graduate student at FSU in Maryland. I while back I 
was sent a thesis from your school and I never wrote down the total page 
numbers from...  (student)

-I would like a a transcript of a UNC-TV program called "NC People" on Nov 4, 
2005 and Nov 6, 2005...  (distance learner)

-Can I check out a book though I don't attent ASU? Can I use your library at 
all? (distance learner)

-I was wondering if I could recieve a inter library lone for the followoing 
Journal ... (student)

-Cheers! I was wondering if you folks would have any ideas about finding out 
the acceptance ratio for a refereed publication. The academic journal I'm 
interested in is Qualitative Inquiry, a Sage publication. I appreciate any 
guidance you could give. (faculty)

-I need help finding a journal source on the chariot and the social revolution 
it had. I have never used the library before so if you could help me find a 
journal source that would be much appriciated. (student)

-I was wondering if there are still job positions available with flexible 
hours and if there are how would I go about applying for the job? (student)

-I wanted to know if the library is where I can check out a laptop, how long 
they can be checked out, and if there are any requirements for checking them 
out. (student)

- I was in the library today, August 8 between 10 and 11:30 a.m. I lost a pair 
of earrings that were in a small plastic bag. They are black and gray metal, 
sort of modern art looking. Please let me know if these have been turned in. 
Thank you. (They would most likely have fallen from my pocket near the 
computer area on first floor or in the ladies rest room on that floor.
(alumni)


> 
> whether it increases/decreases librarian workload, 
most answer these questions during their hours at the reference desk

> how libraries deal with 
> questions from people outside their service area,
same as others

> how it's supported 
> financially, 
state funds, as far as the technical service the only cost was the hardware 
and paying me ;-)
> and (especially) any tips for people to use it effectively?
spell correctly
> 
> Also, do you know of articles published on the service?
see at top
>
> Thanks...
> _______________________________________________
> Web4lib mailing list
> Web4lib at webjunction.org
> http://lists.webjunction.org/web4lib/

-- 
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Thomas McMillan Grant Bennett  Appalachian State University
Computer Consultant III   P O Box
University Library   Boone, North Carolina 28608

Please use the Systems Help Desk at http://linux.library.appstate.edu/help
All in Systems receive an email with each submission.
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