Developing Skype-based reference services or Ohio University #2

Annotation #4

Booth, C. (2008). Developing skype-based reference services. Internet Reference Services Quarterly, 13(2), 147-165.

This is a follow up to Char Booth's first article about the use of Skype at Ohio University in Athens, Ohio. In this article, Booth discusses changes made to improve the Skype kiosk service at the 'underserved' outpost library. The kiosk was moved near the main entrance of the library in a higher traffic area and "Librarian in a Box" signage was used to differentiate the station from regular public use computer terminals. The kiosk became a feature of campus tours. Booth reports that despite increased use of the service, the kiosk model was still not utilized as frequently as the librarians had hoped and was undergoing a final evaluation.

The appendix includes a list of sample reference statistics and the librarians' impressions of how the reference interview went. Comments ranged from "This is an amazing service!" to "Thanks, computer!" It seems some patrons didn't understand that a real librarian was on the other end. Other patrons adjusted quickly to the format of the interview. Instants of "tampering" and nervousness seemed to decrease over time, even over the course of one interview. Largely, the reference questions asked using Skype were directional in nature.

Booth also discusses the implementation of Skype a Librarian, which had not yet begun when the first article was published. This service is advertised on the Ask a Librarian page and seems to be more successful than the Skype kiosk. Patrons can use Skype from their own PCs. Interestingly, librarians at Ohio University found they had to treat Skype video reference interactions more like phone reference than IM or chat reference. This surprised me at first, since we generally think of all Web 2.0 services as being flashy and new-wave, when sometimes they more closely resemble "older" forms of communication. It makes sense, with a second glance, that Skype video/audio chats would more closely mirror phone reference because the librarian feels a more personal connection to the patron and has to treat their question exclusively and in speedier manner. Again, some of the perceived disadvantages of IM might be considered advantages. Patron anonymity and the ability to handle multiple reference questions at once might be advantages of chat over video reference.

The OU librarians also found that most people using Skype a Librarian used the audio-only mode and chose not to show their video to the librarian. The librarian's video was always displayed. I haven't found any literature exploring this issue of privacy in relation to video reference, but I would hazard a guess that patrons are actually uncomfortable using such an "intimate" medium as video chat with a complete stranger, whereas traditional IM, email, or audio-only communication offer a needed barrier and an element of impersonality that can reduce patron embarrassment.

The main take-away point of Booth' article is: "This range of responses indicates that video chat might still be somewhat ahead of the general patron usability curve, and may therefore motivate curiosity-based inquiries from some while deterring the need-based requests of others."

We need to make sure we're on the cutting edge of our patrons' needs...not forcing them to use a new technology before its time has come.