HELPHELP from afar: from afar:

Electronic Outreach Services for Electronic Outreach Services for Library UsersLibrary Users

Kathrine Montgomery Kathrine Montgomery

January 31, 2001January 31, 2001

The Changing Face of The Changing Face of Libraries:Libraries:

• Proliferation of electronic resourcesProliferation of electronic resources

• Home/office computers allow for Home/office computers allow for increased remote accessincreased remote access

• Distance - convenienceDistance - convenience

• Time constraints (age of 24/7 stores, Time constraints (age of 24/7 stores, why not 24/7 access to resources)why not 24/7 access to resources)

What is outreach?What is outreach?

• Extending of services or assistance Extending of services or assistance beyond current or usual limits; the beyond current or usual limits; the extent of such services or assistance extent of such services or assistance (MW)(MW)

• Any service or method that provides Any service or method that provides added access to library resourcesadded access to library resources

Why bother with outreach?Why bother with outreach?

• Countless new resourcesCountless new resources

• Difficult to know where to searchDifficult to know where to search

• All online sources are not equalAll online sources are not equal

• Web and electronic resources - broad Web and electronic resources - broad but not deepbut not deep

• Don’t forget the paper!Don’t forget the paper!

Varieties of outreachVarieties of outreach

• ReferenceReference

• InstructionInstruction

• InformativeInformative

• CombinationCombination

ReferenceReference

• Aid with choosing appropriate sourcesAid with choosing appropriate sources

• Aid with search terms/techniquesAid with search terms/techniques

• Allows contact with a librarian Allows contact with a librarian – Way of introducing face-to-face timeWay of introducing face-to-face time

ReferenceReference

• Phone referencePhone reference• Email referenceEmail reference• Video referenceVideo reference• Chat referenceChat reference• CombinationCombination

HOW?HOW?

Form vs. FunctionForm vs. Function

• Materials soughtMaterials sought– Form of materials sought Form of materials sought

• Clarification of purposeClarification of purpose

• Background informationBackground information

• Sources already usedSources already used

• Use statisticsUse statistics

InstructionInstruction

• What resources are available - and What resources are available - and when to use themwhen to use them

• What kind of information can be found What kind of information can be found in each resourcein each resource

• How to conduct a searchHow to conduct a search

• What to do with the resultsWhat to do with the results

InstructionInstruction

• In combination with reference servicesIn combination with reference services

• Guides/pathfinders/help sheetsGuides/pathfinders/help sheets– Test effectiveness of the guidesTest effectiveness of the guides

• Are they being used?Are they being used?• Are they written for users or by information Are they written for users or by information

scientists?scientists?

InformativeInformative

• Email notices of interest to groupsEmail notices of interest to groups– New productsNew products– Services - Electronic and on-siteServices - Electronic and on-site

• Web bulletin boardWeb bulletin board

• Library web siteLibrary web site

CombinationCombination

• Work with faculty to integrate reference, Work with faculty to integrate reference, instruction, and informational updates instruction, and informational updates with relevant courseswith relevant courses– Course web pagesCourse web pages– BlackboardBlackboard

RecommendationsRecommendations

• Survey or other evaluation methodsSurvey or other evaluation methods– What do users want?What do users want?– What do users need?What do users need?– What is the most effective way to provide What is the most effective way to provide

products/services?products/services?

• Start with test programs to gauge Start with test programs to gauge effectivenesseffectiveness

ConclusionsConclusions• Vital to know what your user group Vital to know what your user group

wants and needs - especially since it wants and needs - especially since it can changecan change

• Important to stay abreast of new Important to stay abreast of new technologytechnology

• Be creative - try out new techniques as Be creative - try out new techniques as well as new technologywell as new technology

• Be flexible - be willing and able to adapt Be flexible - be willing and able to adapt to the changing environmentto the changing environment

HELP From AfarHELP From Afar

Kate MontgomeryKate Montgomery

kmontgo@umich.edukmontgo@umich.edu

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