Mediating off-site electronic reference services: human-computerinteractions between librarians and Web mining technology
Chau, M.Y.
Oregon State Univ., Corvallis, OR;
Abstract
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
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