Social Reference and Digital Reference: Online Question Answering Practices in Two Diverse Communities

Howard Rosenbaum, Indiana University

Eileen G. Abels, Drexel
Marie L. Radford. Rutgers
Lynn Silipigni Connaway, OCLC
Chirag Shah, UNC Chapel Hill
Rich Gazan, University of Hawaii at Manoa
Pnina Shachaf, Indiana University

• Eileen Abels gave an overview of the IPL. It is merging with Librarian’s Index to the Internet.
• Marie Radford reported results from an IMLS-funded project which found big differences between adult and "Net Gen" users of virtual reference services. In her analysis, she found that Net Gen users were not treated as well as adult users.  Once they use the services, most users said they would use the service again, although less Net Gen users: 82% = Net Gen, 92% = adult.  
• Why users don’t choose VRS
  
  -          unhelpful answers
  
  -          non-subject specialist
  
  -          slow connections
  
  -          scripted messages
  
  -          cold environment
  
  
  
  What would attract users to VRS?
  
  -          faster and easier software
  
  -          personalized interface
  
  -          reliable cobrowser
  
  
  
  Both face to face and VRS users want:
  
  
  
  -          extended hours of service
  
  -          access to electronic information
  
  -          interact with friendly librarians
  
  -          Relationships with librarians (this is why Tutor.com is successful)
  
  
  
  What we can do?
  
  -          Creative marketing.  Promote full range of options and reassure young people VRS is safe
  
  -          Build positive relationships whether F2f, phone, or online