Web 2.0 for Reference Services Flashcards

Web 2.0 for Reference Services: An Overview

Abstract

• This paper examines the concept of Web 2.0 and its attributes using the acronym SLATES.
• SLATES: Search, Links, Authoring, Tags, Extensions, Signals.
• Search: Ease of finding information through keyword search.
• Links: Guides to important information; the best pages are the most frequently linked to.
• Authoring: The ability to create constantly updating content; content is iterative in wikis and cumulative in blogs.
• Tags: Categorization of content using simple, one-word descriptions to facilitate searching.
• Extensions: Automation of work and pattern matching using algorithms (e.g., Amazon.com recommendations).
• Signals: Use of RSS (Really Simple Syndication) technology to notify users of content changes via email.
• Various Web 2.0 tools like social networks, wikis, and blogs are discussed.
• The application of these tools in providing effective and efficient reference services is explored.
• The paper addresses the effects of Web 2.0 application on library and information professionals and users.
• It also discusses the constraints to the application of Web 2.0 for reference services.
• Keywords: Reference Services, Web 2.0, Attributes of Web 2.0, Web 2.0 tools, Effects of Web 2.0.

Introduction

• Reference services are central to librarianship, assisting users in locating information resources.
• Reference service involves guiding library clients on how to access information resources.
• Definition: Personal assistance provided to users and potential users of information (Bunge in Bhatia and Vohra 2007).
• Gbaje (2007) noted that reference service is a platform for human intermediation.
• Madu (2010) defined it as personal assistance given to library users in pursuit of information.
• Librarians need to be trained and educated on how to carry out reference services effectively.
• Reference service involves responding to queries, requiring patience and tolerance from librarians.
• ICT is applied to provide substantial services in the library, overcoming issues between librarians and clients.
• Reference services must adapt to meet the changing needs and preferences of users.
• Technological developments have increased the pace of change required by reference services.
• Reference service has expanded beyond the physical reference desk into the virtual environment.
• Means of providing reference include e-mail, web form questionnaires, chat, instant messaging, SMS/text messaging, and co-browsing.
• Web 2.0 technology has become a necessity to this reality.

The Concept of Web 2.0

• Web 2.0 is the next incarnation of the World Wide Web, where digital tools allow users to create, change, and publish dynamic content.
• Web 2.0 tools syndicate and aggregate this content.
• Tim O’Reilly's definition: “Web 2.0 is the network as platform, spanning all connected devices; Web 2.0 applications are those that make the most of the intrinsic advantages of that platform: delivering software as a continually-updated service that gets better the more people use it, consuming and remixing data from multiple sources, including individual users, while providing their own data and services in a form that allows remixing by others, creating network effects through an ‘architecture of participation’ and going beyond the page metaphor of Web 1.0 to deliver rich user experiences” (O’Reilly, 2005).

Attributes of Web 2.0

• Andrew McAfee (2006) uses the acronym SLATES to represent the attributes of Web 2.0 websites:
  1. Search: Ease of finding information through keyword search.
  2. Links: Guides to important pieces of information; the best pages are the most frequently linked to.
  3. Authoring: The ability to create constantly updating content. In Wikis, content is iterative; in blogs, content is cumulative.
  4. Tags: Categorization of content by creating simple, one-word descriptions.
  5. Extensions: Automation of work and pattern matching using algorithms (e.g., Amazon.com recommendations).
  6. Signals: The use of RSS (Really Simple Syndication) technology to notify users of content changes via email.

Web 2.0 Tools

• Devika Prabhu (2016) stated that Web 2.0 tools are communities where people interact, share knowledge, and learn.
• Important and popular Web 2.0 tools:
  1. Social Networks
  2. Blogs
  3. Micro Blogging
  4. RSS and Aggregators
  5. Video Sharing
  6. Photo Sharing
  7. Wiki
  8. Podcast
  9. Bookmarks
  10. Virtual World
  11. Content Rating

Social Networks

• Social networks are built upon a hypothesis that there exists a determinable networking structure of how people know each other.
• A social network can be formalized into a net structure comprising nodes and edges.
• Nodes represent individuals or organizations.
• Edges connecting nodes are called ties, which represent the relationships between individuals and organizations.
• Mazzocchi (2014) states that social networks were devised mainly to connect old friends, schoolmates, relatives, and people with similar interests.
• Libraries can use social networks to promote services, instruct users, for reference service, allow users to propose purchases, provide feedback, show photo galleries, and create a community of users.
• Social network sites (SNS) allow individuals to:
  1. Construct a public or semi-public profile within a bounded system.
  2. Articulate a list of other users with whom they share a connection.
  3. View and traverse their list of connections and those made by others within the system.
• Examples: Facebook, LinkedIn, Myspace, and Twitter.

Blogs

• A type of website maintained by an individual to share thoughts, photos, and videos.
• A shared online journal where people share personal knowledge and experience.
• Almost all blogs have comment features enabled.
• Examples: eblogger, blogger, and Google Blog.

Micro Blogging

• SNS where users can write short thoughts (about 140 words).
• Twitter is the most popular microblogging SNS.

RSS and Aggregators

• RSS stands for Really Simple Syndication.
• A family of web feed formats used to publish frequently updated works in a standardized format.
• Provides updated real-time information.

Video Sharing

• YouTube is a good example where people can share, download, and comment on videos.
• People share knowledge and experience via YouTube.

Photo Sharing

• Flickr is a popular website for photo sharing and commenting on photos.

Wiki

• A website that allows easy creation and editing of interlinked web pages via a web browser using a simplified markup language.
• Used to create collaborative websites, power community websites, for personal note-taking, in corporate intranets, and in knowledge management systems.
• Can be used as a dictionary or knowledge bank.

Podcast

• Digital media files (audio or video) that can be downloaded through the web.
• Websites like podcasting-tools.com provide podcasting services.

Bookmarks

• New web browsers have bookmark options for users to easily access favorite websites.

Virtual World

• An online community that often takes the form of a computer-based simulated environment.
• Users can interact with one another and use and create objects in 3D format.
• ‘Second Life’ is the best example.

Content Rating

• Content can be rated by readers to decide the validity and use of information.
• The content must be acceptable to the masses.
• Internet sites that provide interactive services bear huge responsibility for adequate content moderation.
• Moderators should adjust ratings accordingly.

Application of Web 2.0 Tools in the Library for Online Reference Services

• Online reference services involve collaboration between library users and reference librarians in a computer-based medium.
• Services use e-mail, web forms, chat, video, and VoIP in an online environment.
• Users can ask questions and get answers anytime, anywhere without going to a library.
• Online reference services can be performed in two forms: asynchronous and synchronous.

Asynchronous

• Conversation between the reference librarian and the clientele where the response is not always immediate.
  • E-mail: Users send questions and librarians send answers back.
  • Web forms: Users click a button on a library’s website to access a form where questions can be typed.

Synchronous

• Conversation or transaction takes place in real-time with almost immediate response to a query.
• Information seeker receives instant answers.
• Takes the form of chat reference using simple technologies, chat reference using web contact software, and video conference (Carolyn, 2012).
• According to Mohmed H. N (2009), web 2.0 tools enable the reference service librarian to:
  1. Provide a platform for users to file concerns, queries, and suggestions.
  2. Facilitate collection development through user requests.
  3. Serve as a tool for marketing information and the library.
  4. Use Wiki for social interaction and discussion among librarians and users.
  5. Announce the availability of new books and resources.
  6. Promote events organized in the library.
  7. Announce new research and learning opportunities.
  8. Provide instant clarifications for questions from users.
  9. Provide virtual reference services.
  10. Enable librarians and patrons to interact and share/change resources dynamically.
  11. Build networks among interested groups.
  12. Promote services, record events, educate patrons and staff.
  13. Facilitate online discussions/meetings/chatting and provide virtual reference services.
  14. Apply to the library management system for editing subject headings.
  15. Create professional and social networking sites.

The Effects of Web 2.0 on Library and Information Professionals and Patrons

• Web 2.0 tools allow libraries to help and serve users more efficiently and reach a new audience.
• Librarians may feel uneasy about keeping up with rapid changes in technology and losing control.
• Web 2.0 is a powerful resource for users to receive information, create content, and communicate.
• Advantages bring risks such as low-quality information, loss of data, security, and legal issues.

Table 1: Effects of Web 2.0

Constraints to the Application of Web 2.0 Tools for Reference Services

• Web 2.0 tools are widely used, but not fully embraced in libraries for reference services.
• Ezeani (2012) enumerated challenges affecting the application of social networking media:
  • Lack of awareness
  • Bandwidth problem
  • Technophobia
  • Lack of maintenance culture
  • Unreliable power supply
  • Lack of staff training
  • Government intervention
  • Copyright issue
• Oloruntoyin and Adeyanju (2013) noted problems in developing countries:
  • Low tele-density
  • Insufficient telecommunication infrastructures
  • Unreliable network design
  • Poor interconnectivity
  • Insufficient human resources development
  • Poor maintenance culture
  • Vandalization of facilities
  • Exorbitant/unjustifiable billings
  • Poor recovery strategy
• Qutab (2014) noted other challenges:
  • Lack of funding
  • Lack of trained staff
  • Staff attitude towards ICT adoptability
  • Administration/management attitude towards ICT adoption
  • Lack of interest by library users
  • Unavailability/slow Internet connection
  • Unavailability of back-up services (electricity/generator).

Conclusion

• For effective reference services, information professionals need to adopt Web 2.0 tools.
• Web 2.0 extends services beyond the library walls.
• Web 2.0 is a platform for collaboration.
• Libraries should not be left out to provide needed assistance.
• Web 2.0 tools eradicate barriers between librarians and users.
• Addressing constraints is necessary for successful incorporation of Web 2.0 tools.