After having the opportunity to look through most of the sources (excluding the videos) I think that one of the areas that seems to be the toughest transition is remote reference over digital means. I imagine that most current reference staff is quite adjusted to doing reference via the phone but are getting into a more alien environment doing IM reference or even email. I don't really field ref questions traditionally as a clerk, but as a member of the current tech inundated generation, I feel like I got a pretty good grasp on what the articles were trying to promote for digital reference questions and some things that might help clarify them.
A lot of the important ideas from face to face interviews remain but need replaced, and I don't think that that is entirely dependent on whoever is administering the website to make up for some missed queues. Adding tacky smiley faces or dancing animations or whimsical designs to a website does not make it user friendly or serve as a substitute for smiling face to face. Websites are perfectly capable of being open and presenting useful information in an approachable manner, but more sophisticated designs can help to accomplish those goals far better than the virtual lip service of a .gif of a dancing smiley face.
Providing user feedback when they submit forms and questions is a good practice, it lets them automatically know what kind of status their question has reached and what they should be expecting in return. As pointed out in a few of the articles, feedback needs to be more consciously provided in an online setting since you cannot rely on the patron being able to simple watch what you are doing and see that you are conducting the search for them. I personally find it useful when discussing topics in this manner to provide updates on what I'm doing at the time for whomever I am working with as well as to provide them access to the resources I'm analyzing as well at the same time. That would mean that suppose I was digging through a database and doing a few cursory scans for information, providing them a link if possible to the same information so they can be taking a more informed look at it with their exact expectations in mind to qualify it's usefulness and provide feedback to me if that i the vein of information they are looking for and I need to drill in tighter on a specific type of source or if I'm off base. In other words, it allows for further clarification in the process.
The most important point seemed to be to simply follow your best practices for a face to face interview and remember that you are still working with another human being and to determine and fill their needs while making minor adjustments to your communication style in order to make the interaction comfortable and inviting over IM or email just like you would use a friendly voice on the phone or smile and employ open body language in person so that you can address a patrons needs as throughly as possible and remove as many barriers as you can that keep them from seeking your help with questions and information.
-Bryan
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2 comments:
Very thoughful discussion, Bryan. I think we're all seeing the pinch of the need to communicate quickly on IM, but still indepth enough to make sure we're getting to the heart of the question. In "real life" of course, we've developed shorter language for texting, i.e. LOL, Can U Undrstnd, etc.? - not really appropriate from a work source. I think it will head that way though - the IM "language" will become more standard and acceptable, assuming that we don't all figure out that most of the time it's easier to pick up the phone! Neva
Picking up the phone is likely quicker for an interview by a few minutes, but it's also less convient for the patron in many cases. From a personal standpoint I have no issue at all carrying on half a dozen conversations in IM (quick referencing the prior parts of the conversation etc are extremely helpful) and it's far easier to multitask and check email or being doing additonal research on your own or whatever else while discussing something over IM whereas a phone conversation is much more intrusive on attention levels and requires being more or less maintained at the front of the queue of tasks so to speak.
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