Collaboration as the norm in reference work

Reference and User Services Quarterly

Volumn 46, Issue 1, 2006, Pages 45-55

  Pomerantz, Jeffrey ^a  

^a UNIVERSITY OF NORTH CAROLINA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33750421153     PISSN: 10949054     EISSN: None     Source Type: Journal    
DOI: 10.5860/rusq.46n1.45     Document Type: Article

References (80)

1. Samuel S. Green, "Personal Relations between Librarians and Readers," American Library Journal 1 (Nov. 1876): 74-81.
2. Robert S. Taylor, "Question-Negotiation and Information Seeking in Libraries," College & Research Libraries 29 (May 1968): 178-94.
3. Richard E. Bopp and Linda C. Smith, Reference and Information Services: An Introduction (Englewood, Colo.: Libraries Unlimited, 2001);
4. William A. Katz, Introduction to Reference Work: Reference Services and Reference Processes, vol. 2, (New York: McGraw-Hill, 1997).
5. Herbert H. Clark and Deanna Wilkes-Gibbs, "Referring as a Collaborative Process," Cognition 22 (1986): 1-39;
6. Herbert H. Clark and Edward F. Schaefer, "Collaborating on Contributions to Conversations," Language and Cognitive Processes 2 (1987): 19-41;
7. Gillian L. Roberts and Janet Beavin Bavelas, "The Communicative Dictionary: A Collaborative Theory of Meaning," in Beyond the Symbol Model: Reflections on the Representational Nature of Language, ed. John Stewart (State Univ. of New York Pr., 1996), 135-60.
8. David A. Tyckoson, "What Is the Best Model of Reference Service?" Library Trends 50 (Fall 2001): 183-96.
9. Clark and Wilkes-Gibbs, "Referring as a Collaborative Process," 3.
10. Clark and Schaefer, "Collaborating on Contributions to Conversations," 20.
11. N. J. Belkin, R. N. Oddy, and H. M. Brooks, "Ask for Information Retrieval: Part I. Background and Theory," Journal of Documentation 38 (June 1982): 61-71.
12. Mary Jo Lynch, "Reference Interviews in Public Libraries," The Library Quarterly 48 (Apr. 1978): 119-42.
13. Melissa Gross, "The Imposed Query: Implications for Library Service Evaluation," Reference & User Services Quarterly 37 (Spring 1998): 290-99.
14. Thomas Childers, "The Test of Reference," Library Journal 105 (Apr. 1980): 924-28.
15. George S. Hawley, The Referral Process in Libraries: A Characterization of Related Factors (Metuchen, N.J.: Scarecrow, 1987).
16. Tyckoson, "What Is the Best Model of Reference Service?"
17. Emily Garnett, "Reference Service By Telephone," The Library Journal 61 (Dec. 1936): 909-11;
18. Rochelle Yates, A Librarian's Guide to Telephone Reference Service (Hamden, Conn.: Shoe String, 1986);
19. Rosemarie Reichel, "The Telephone Patron and the Reference Interview: The Public Library Experience," The Reference Libninan 16 (Winter 1986): 81-88.
20. Timestamp 1:21:35.
21. Barbara Berliner, Melinda Corey, and George Ochoa, Book of Answers: The New York Public Library Telephone Reference Service's Most Unusual and Entertaining Questions (New York: Simon & Schuster, 1992);
22. David Feldman, Imponderables (Quill, 1987);
23. David Feldman, When Do Fish Sleep? And Other Imponderables of Everyday Life (New York: Harper, 1990);
24. David Feldman, Do Penguins Have Knees? (New York: Harper, 1992 and several others by Feldman).
25. Charles R. Anderson, Puzzles and Essays from "The Exchange": Tricky Reference Questions (New York: Haworth, 2003), 165.
26. Renée Olson, "Stumped Reference Librarians Find Help on the Internet," American Libraries 25 (Oct. 1994): 830-31;
27. Ann Feeney, "Internet Applications: StumpersL," Computers in Libraries 13 (May 1993): 40-42.
28. Feeney, "Internet Applications: StumpersL," 41.
29. Nicholas C. Burbules, "Paradoxes of the Web: The Ethical Dimensions of Credibility," Library Trends 49, no. 3 (2001): 441-53.
30. Paul W. Kittle, "Putting the Medical Library Online: Electronic Bulletin Boards . . . and Beyond," Online 9 (May 1985): 25-30;
31. Ellen H. Howard and Terry Ann Jankowski, "Reference Services Via Electronic Mail," Bulletin of the Medical Library Association 74 (Jan. 1986): 41-44;
32. Frieda O. Weise and Marilyn Borgendale, "EARS: Electronic Access to Reference Service," Bulletin of the Medical Library Association 74 (Oct. 1986): 300-304;
33. Christine M. Roysdon and Laura Lee Elliott, "Electronic Integration of Library Services through a Campuswide Network," RQ 28 (Fall 1988): 82-93.
34. Laura Bushallow-Wilber, Gemma DeVinney, and Fritz Whitcomb, "Electronic Mail Reference Service: A Study," RQ 35 (Spring 1996): 359-69;
35. Brenda Philip, "Mayihelpyou@Theelectronicreference desk?: An Examination of the Past, Present, and Future of Electronic Mail Reference Service," Mar. 20, 1997, http://hollyhock.slis.ualberta.ca/598/brenda/ emailref.htm (accessed Apr. 27, 2005).
36. R. David Lankes, Building and Maintaining Internet Information Services: K-12 Digital Reference Services (Syracuse, N.Y.: ERIC Clearinghouse on Information & Technology, 1998).
37. Jeffrey Pomerantz, Scott Nicholson, and R. David Lankes, "Digital Reference Triage: Factors Influencing Question Routing and Assignment," The Library Quarterly 73 (Apr. 2003): 104.
38. Blythe Bennett, e-mail to the author, July. 2004.
39. Nicholas Savard, Nigel Long, and Jeff Penka, "Professional Reference Anywhere, Anytime, Virtually: Helping Redefine the Role of Librarians and Libraries in the Internet Age" (paper, Alberta Library Conference 2004, Jasper, Alberta, Canada, 2004).
40. Jana Smith Ronan, Chat Reference: A Guide to Live Virtual Reference Services (Englewood, Colo.: Libraries Unlimited, 2003).
41. Jeffrey Pomerantz and Charles McClure, "Evaluation of a Statewide Collaborative Chat-Based Reference Service: Approaches and Directions," in Proceedings of the 67th Annual Meeting of the American Society for Information Science and Technology, ed. Linda Schamber and Carol L. Barry (Medford, N.J.: Information Today, 2004), 102-09.
42. For an overview of the sorts of library consortia that exist, Bernie Sloan maintains an extensive collection of links to online documents "dealing with the governance and administration of library consortia and cooperatives": www.lis.uiuc.edu/~b-sloan/consort.htm (accessed July 10, 2006).
43. Jeffrey T. Penka, "The Technological Challenges of Digital Reference: An Overview," D-Lib Magazine 9 (Feb. 2003), www.dlib.org/dlib/ february03/penka/02penka.html (accessed Apr. 27, 2005);
44. Savard, Long, and Penka, "Professional Reference Anywhere, Anytime."
45. David P. Reed, "That Sneaky Exponential - Beyond Metcalfe's Law to the Power of Community Building," Context Magazine (Spring 1999), www.contextmag.com/archives/199903/DigitalStrategyReedsLaw.asp (accessed Apr. 27, 2005).
46. Kenneth Lavender, Scott Nicholson, and Jeffrey Pomerantz, "Building Bridges for Collaborative Digital Reference between Libraries and Museums through an Examination of Reference in Special Collections," Journal of Academic Librarianship 31, no. 2 (2005): 106-18.
47. Kenneth Lavender, Scott Nicholson, and Jeffrey Pomerantz, Journal of Academic Librarianship Ibid., 116-17.
48. R. David Lankes, Question Interchange Profile, Online Version 1.01d, May 1999. Syracuse, N.Y.: ERIC Clearinghouse on Information & Technology, www.vrd.org/Tech/QuIP/1.01/1.01d.htm (accessed Apr. 27, 2005).
49. Nancy Kalikow Maxwell, "Establishing and Maintaining Live Online Reference Service," Library Technology Reports 38 (July/Aug. 2002): 1-78.
50. Cory Doctorow et al., Essential Blagging (Sebastopol, Calif.: O'Reilly and Associates, 2002).
51. Doug Goans and Teri Vogel, "Building a Home for Library News with a Blog," Computers in Libraries Magazine 23 (Nov./Dec. 2003): 21-26, www.infotoday.com/cilmag/nov03/goans_vogel.shtml (accessed Apr. 27, 2005);
52. Darlene Fichter, "Why and How to Use Blogs to Promote Your Library's Services," Marketing Library Services 17 (Nov./Dec. 2003): 1-4, www.infotoday.com/mls/nov03/fichter.shtml (accessed Apr. 27, 2005).
53. Blake Carver, "Is It Time to Get Blogging?" Library Journal netConnect (winter 2003), www.libraryjournal.com/article/CA266428 (accessed Apr. 27, 2005).
54. See, for example: Gary Price's ResourceShelf, www.resourceshelf.com (accessed July 10, 2006);
55. Jessamyn West's librarian.net, www.librar-ian.net (accessed July 10, 2006);
56. Jenny Levine's The Shifted Librarian, www.theshiftedlibrarian.com (accessed July 10, 2006), and others.
57. Burbules, "Paradoxes of the Web."
58. Lavender, Nicholson, and Pomerantz, "Building Bridges for Collaborative Digital Reference between Libraries and Museums," 106.
59. Chris Sherman, "ComScore Launches Search Engine Tracking System," Apr. 19, 2003, searchenginewatch.com/searchday/article.php/ 2197801/ (accessed Apr. 27, 2005);
60. Joseph Janes, "The Global Census of Digital Reference" (paper, 5th Annual VRD Conference, San Antonio, Texas, Nov. 18, 2003). Janes's figure of 8, 106 questions submitted to digital reference services worldwide is probably low due to the fact that his sample was one of convenience. A convenience sample is, however, the best that anyone doing research on digital reference services can currently do, since the makeup of the population of digital reference services is unknown. The determination of the "demographics" of the population of digital reference is an area that demands future research.
61. Joan C. Durrance, "Reference Success: Does the 55 Percent Rule Tell the Whole Story?" Library Journal 114 (Apr. 1989): 31-36.
62. Mary Jane Swope and Jeffrey Katzer, "Why Don't They Ask Questions?" RQ 12 (winter 1972): 161-66.
63. Glenn DeSouza, "Designing a Customer Retention Plan," Journal of Business Strategy 13 (Mar./Apr. 1992): 24-28.
64. American Library Association Reference and User Services Association, Guidelines for Information Services, 2000, section 1.12, www.ala.org/ala/rusa/ rusaprotools/referenceguide/guidelinesinformation.htm (accessed Apr. 27, 2005).
65. Joseph Janes, "Question Negotiation in an Electronic Age," in The Digital Ref erence Research Agenda, ed. R. David Lankes, Scott Nicholson and Abby Goodrum (Chicago: ACRL, 2003), 48-60;
66. Joseph Janes and Joanne Silverstein, "Question Negotiation and the Technological Environment," D-Lib Magazine 9 (Feb. 2003), www.dlib.org/dlib/february03/janes/02janes.html (accessed Apr. 27, 2005).
67. Christina M. Hull, "An Analysis of Information Literacy Instruction in the Digital Reference Service of a Public Library System" (master's thesis. University of North Carolina at Chapel Hill, 2004).
68. Virtual Reference Desk Project, Facets of Quality for Digital Reference Services, Version 5, June 2003. www.vrd.org/facets-06-03.shtml (accessed Apr. 27, 2005).
69. Joseph Janes, "Digital Reference Services in Public and Academic Libraries," in Evaluating Networked Information Services: Techniques, Policy, and Issues, ed. Charles R. McClure and John Carlo Bertot (Medford, N.J.: Information Today, 2001), 184.
70. Paul Neuhaus, "Privacy and Confidentiality in Digital Reference," Reference & User Services Quarterly 43 (Fall 2003): 26-36;
71. ALA, Code of Ethics of the American Library Association (Chicago: ALA, 2004), www.ala.org/ala/oif/statementspols/codeofethics/codeethics.htm (accessed Apr. 27, 2005).
72. A. Clymer, "Librarians Get Advice on Handling Government Requests for Information on Readers," New York Times, Dec. 12, 2002, A30;
73. D. E. Murphy, "Some Librarians Use Shredder to Show Opposition to New EB.I. Powers," The New York Times, Apr. 7, 2003, A12.
74. Scott Nicholson and Catherine Arnott Smith, "Using Lessons from Health Care to Protect the Privacy of Library Users: Guidelines for the De-Identification of Library Data based on HIPAA" (paper, Annual Meeting of the American Society for Information Science and Technology 2005, Charlotte, North Carolina, 2005), available as an E-print via the following service (http://eprints/rclis.org/archive/00005222/fullmetadata.html, accessed July 10, 2006).
75. Scott D. Johnston, "Rethinking Privacy for the Virtual Library," in Implementing Digital Reference Services: Setting Standards and Making It Real, ed. R. David Lankes et al. (New York: Neal-Schuman, 2003);
76. Neuhaus, "Privacy and Confidentiality in Digital Reference."
77. Beth Dempsey, "Target your Brand," Library Journal 129 (Aug. 2004): 32-35.
78. Steve Coffman and Linda Arret, "To Chat or Not to Chat-Taking Another Look at Virtual Reference, Part 1," Searcher 12 (Jul./Aug. 2004): 38-49, www.infotoday.com/searcher/ju104/arret_coffman.shtml (accessed Apr. 27, 2005);
79. Steve Coffman and Linda Arret, "To Chat or Not to Chat-Taking Yet Another Look at Virtual Reference, Part 2," Searcher 12 (Sept. 2004), www.infotoday.com/searcher/sep04/arret_coffman.shtml (accessed Apr. 27, 2005).
80. Steve Coffman, "We'll Take It from Here: Developments We'd Like to See in Virtual Reference Software," Information Technology and Libraries 20 (Sept. 2001): 149-53, www.ala.org/Content/NavigationMenu/LITA/ LITA_Publications4/ITAL_Information_Technology_and_Libraries/2003_Coffman.htm (accessed Apr. 27, 2005).