Mediating off-site electronic reference services: human-computerinteractions between librarians and Web mining technology
Chau, M.Y.
Knowledge-Based Intelligent Engineering Systems and Allied Technologies, 2000. Proceedings. Fourth International Conference on
Volume 2, Issue , 2000 Page(s):695 - 699 vol.2
Digital Object Identifier   10.1109/KES.2000.884141
Summary:The Internet enables global dissemination and retrieval of information at any time; as a result, it has a tremendous impact on how libraries provide reference services to this new Web based clientele. One impact is the increase in off-site library users who make in-person reference interviews impossible. To serve this new clientele, academic libraries are setting up electronic reference services to meet off-site information needs. This new approach requires effective human-machine connections to provide smooth reference transactions since librarian-patron contact happens solely through computers. The most challenging aspect of providing electronic reference services to off-site users is deciding when patrons need help. Pertinent information technology is needed to track Web traffic patterns and user behavior (e.g. Web mining), addressing immediately the difficulties encountered by end users. The paper focuses on human-computer connections relating to reference librarians' application of Web mining technology to transfer their experiences and skills from the reference desk to the Web environment. It examines Web mining techniques and their potential to assist different library functions. A scenario is used to conceptualize a model that can effectively apply Web mining technology to perform various functions of electronic reference services. It also proposes a methodology that librarians can adapt in offering mediation during the search at patrons' discretion. The main goal is to provide more seamless electronic reference transactions. Discussion of library professionals' roles in human-computer interactions in the electronic world is presented

» View citation and abstract

Log in by entering your IEEE Web Account Username and Password.

IEEE Communications Society members: If you subscribe to the IEEE Electronic Periodicals Package or IEEE Electronic Periodicals Package Plus, you must access your subscription at www.comsoc.org.

Check with your librarian, information professional, or system manager to determine if you need to log in. Please complete the online Technical Support Form if you need assistance.

Select the Purchase History link to access the document. You will have 5 Days after purchase to access the Full Text PDF. Please complete the online Technical Support Form if you need assistance.

• Search and access Abstract records free of charge
• Register for table of contents alerts
• Purchase Full Text PDF documents

» Learn more about subscription options or how to become an IEEE Member.