Cyberspace or face-to-face: The teachable moment and changing reference mediums

Reference and User Services Quarterly

Volumn 47, Issue 3, 2008, Pages 242-255

  Desai, Christina M ^a   Graves, Stephanie J ^b  

^a UNIVERSITY OF NEW MEXICO   (United States)

^b SOUTHERN ILLINOIS UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 44449119995     PISSN: 10949054     EISSN: None     Source Type: Journal    
DOI: 10.5860/rusq.47n3.242     Document Type: Article

References (55)

1. Encarta World English Dictionary, North American Edition, http://encarta.msn.com/dictionary_561539567/teachable_moment.html (accessed May 16, 2007).
2. Reference and User Services Association, "Guidelines for Behavioral Performance of Reference and Information Service Providers," www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.htm (accessed May 16, 2007).
3. Christina M. Desai and Stephanie J. Graves, "Instruction via Instant Messaging: What's Happening?" The Electronic Library 24, no. 2 (2006): 174-89.
4. Stephanie J. Graves and Christina M. Desai, "Instruction via Chat: Does Cobrowse Help?" Reference Services Review 34, no. 3 (2006): 340-57.
5. JoAnn Jacoby and Nancy P O'Brien, "Assessing the Impact of Reference Services Provided to Undergraduate Students," College and Research Libraries 66, no. 4 (July 2005): 331.
6. Anita Rosenbaum Schiller, "Reference Service: Instruction or Information," Library Quarterly 35 (Jan. 1965): 52-60.
7. Bill Katz, "Long Live Old Reference Services and New Technologies," Library Trends 50, no. 2 (Fall 2001): 267.
8. Ibid., 270.
9. Anita R. Schiller, "Reference Service: What's Changed," The Reference Librarian nos. 1/2 (Fall/Winter 1981/1982): 5.
10. Carol Tenopir, "Impacts of Electronic Reference on Instruction and Reference," The Impact of Technology on Library Instruction: Papers and Session Materials Presented at the Twenty-first National LOEX Library Instruction Conference held in Racine, Wisconsin, 14 to 15 May 1993, ed. Linda Shirato (Ann Arbor, Mich.: Pierian Press, 1995), 5-6.
11. For examples, see Keith Ewing and Robert Hauptman, "Is Traditional Reference Service Obsolete?" The Journal of Academic Librarianship 21 (Jan. 1995): 3-6;
12. and David W Lewis, "Traditional Reference is Dead, Now Let's Move on to Important Questions," The Journal of Academic Librarianship 21 (Jan. 1995): 10-12.
13. Charity B. Hope, Sandra Kajiwara, and Mengxiong Liu, "The Impact of the Internet: Increasing the Reference Librarian's Role as Teacher," The Reference Librarian no. 74 (2001): 13-36.
14. David Tyckoson, "What We Do: Reaffirming the Founding Principles of Reference Services," The Reference Librarian no. 59 (1997): 10.
15. Alex Lankester, "What We Know about ScienceDirect User Behavior," Library Connect 4 (Jan. 2006): 10-11.
16. Melissa Gross, "The Impact of Low-level Skills on Information-seeking Behavior," Reference & User Services Quarterly 45, no. 2 (Winter 2005): 155-62.
17. Virginia Massey-Burzio, "From the Other Side of the Reference Desk: A Focus Group Study," The Journal of Academic Librarianship 24, no. 3 (May 1998): 212.
18. E. Stewart Saunders, "The Effect of Bibliographic Instruction on the Demand for Reference Services," portal: Libraries and the Academy 3, no. 1 (Jan. 2003): 38.
19. Camille McCutcheon and Nancy M. Lambert, "Tales Untold: The Connection between Instruction and Reference Services," Research Strategies 18, no. 3 (2001): 203-14.
20. James K. Elmborg, "Teaching at the Desk: Toward a Reference Pedagogy," portal: Libraries and the Academy 2, no. 3 (2002): 455.
21. Ibid., 459.
22. Reference and User Services Association, "Guidelines for Behavioral Performance of Reference and Information Service Providers," www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.cfm (accessed May 16, 2007).
23. Shannon L. Roper and Jeannette Kindred, "'IM here' Reflections on Virtual Office Hours," First Monday 10, no. 11 (2005), www.firstmonday.org/issues/issue10_11/roper (accessed July 24, 2006);
24. Ladonna Guillot and Beth Stahr, "One Step Further: Virtual Instruction Strategies, Connection," Louisiana Libraries 67, no. 4 (Spring 2005): 8-11.
25. Desai and Graves, "Instruction via Instant Messaging"; Graves and Desai, "Instruction via Chat.";
26. Susan E. Beck and Nancy B. Turner, "On the Fly BI: Reaching and Teaching from the Reference Desk," The Reference Librarian no. 72 (2001): 83-89;
27. Denise D. Green and Janis K. Peach, "Assessment of Reference Instruction as a Teaching and Learning Activity," College and Research Libraries News 64, no. 4 (April 2003): 256-58;
28. Lisa A. Ellis, "Approaches to Teaching Through Digital Reference," Reference Services Review 32, no. 2 (2004): 103-19;
29. David Ward, "Why Users Choose Chat: A Survey of Behavior and Motivations," Internet Reference Services Quarterly 10, no. 1 (2005): 29-46;
30. Beth S. Woodard, "One-on-one Instruction: From the Reference Desk to Online Chat," Reference & User Services Quarterly 44, no. 3 (Spring 2005): 203-9.
31. Jody Condit Fagan and Christina M. Desai, "Communication Strategies for Instant Messaging and Chat Reference Services," The Reference Librarian nos. 79/80 (2002/2003): 121-55.
32. David S. Carter, "Hurry Up and Wait: Observations and Tips about the Practice of Chat Reference," The Reference Librarian nos. 79/80 (2002/2003): 119.
33. Kelly M. Broughton, "Usage and User Analysis of a Real-time Digital Reference Service," The Reference Librarian nos. 79/80 (2002-2003): 183-99.
34. Jane Ronan, Patrick Reakes, and Gary Cornwell, "Evaluating Online Real-time Reference in an Academic Library: Obstacles and Recommendations," The Reference Librarian nos. 79/80 (2002/2003): 225-40.
35. Fu Zhuo, Mark Love, Scott Norwood, and Karla Massia, "Applying RUSA Guidelines in the Analysis of Chat Reference Transcripts," College and Undergraduate Libraries 13, no. 1 (2006): 75-88.
36. Amy Paster, Kathy Fescemyer, Nancy Henry, Janet Hughes, and Helen Smith, "Assessing Reference: Using the Wisconsin-Ohio Reference Evaluation Program in an Academic Science Library," Issues in Science and Technology Librarianship 46 (Spring 2006), www.istl.org (accessed May 16, 2007).
37. Eric Novotny, "Evaluating Electronic Reference Services: Issues, Approaches and Criteria," The Reference Librarian no. 74 (2001): 103-20.
38. Peter R. Hernon and Charles R. McClure, "Unobtrusive Reference Testing: The 55 percent Rule," Library Journal 111 (Apr. 15, 1985): 37-41.
39. Joan C. Durrance, "Factors That Influence Reference Success: What Makes Questioners Willing to Return?" The Reference Librarian nos. 49/50 (1995): 243-65.
40. F. J. Roethlisberger and William J. Dickson, Management and the Worker (Cambridge, Mass.: Harvard Univ. Pr., 1939).
41. H. M. Parsons, "What Happened at Hawthorne?" Science 183 (Mar. 8 1974): 922-32.
42. Ibid., 927.
43. For examples, see John G. Adair, "The Hawthorne Effect: A Reconsideration of the Methodological Artifact," Journal of Applied Psychology 69, no. 2 (May 1984): 334-45;
44. Gordon Diaper, "The Hawthorne Effect: A Fresh Examination," Educational Studies 16, no. 3 (1990): 261-67;
45. and Stephen R. G. Jones, "Was There a Hawthorne Effect?" The American Journal of Sociology 98, no. 3 (Nov. 1992): 451-68.
46. Adair, "The Hawthorne Effect: A Reconsideration," 342-43.
47. Jo Bell Whitlatch, "Unobtrusive Studies and the Quality of Academic Library Reference Services," College and Research Libraries 50 (Mar. 1989): 183-84.
48. Bruce Jensen, "The Case for Non-Intrusive Research: A Virtual Reference Librarian's Perspective," The Reference Librarian no. 85 (2004): 142.
49. Jo Bell Whitlatch, "Evaluating Reference Services in the Electronic Age," Library Trends 50, no. 2 (Fall 2001): 212.
50. Ibid., 208.
51. Desai and Graves, "Instruction via Instant Messaging."
52. Ibid.;
53. Graves and Desai, "Instruction via Chat."
54. Graves and Desai, "Instruction via Chat," 349. Note: Rates of instruction when instruction was not requested were incorrectly reported as 77 percent and 68 percent in this article. The error has been corrected in the present article.
55. Ibid., 351.