A model for planning and providing reference services using Internet resources - Libraries and the Internet: Education, Practice & Policy

Library Trends, Spring, 1994 by Diane K. Kovacs, Barbara F. Schloman, Julie A. McDaniel

INTRODUCTION

The dream of the "electronic library" is coming closer to reality because of the capabilities for information access that electronic networks present. Already the Internet and BITNET encompass a vast array of information resources that are increasingly being used both by librarians and the users they serve. The passage of the National Research and Education Network (NREN) bill ensures development of a national infrastructure that will provide increased access to national computer networks by both academic and public institutions. BITNET is being absorbed into the Internet. The phrase "Internet resources" used in this article refers to the Internet and BITNET resources. Libraries have been identified as a key location for public access to these networks.

More users are finding that network resources complement their traditional information-seeking behavior. The networks allow them to communicate with their colleagues in ways that supplement paper correspondence, telephone conversations, and professional conferences. As the potential of the Internet as a publishing medium begins to be developed, electronic journals (e-journals) are gaining legitimacy as conveyors of the scholarly record.

In a recent study, a group of experts-moderators/editors of scholarly electronic conferences (e-conferences) and e-journals--observed the active use of e-conferences to establish collaborative research and publishing efforts and to exchange information crucial to research projects. Most importantly, a trend was identified of users using electronic communication to replace traditional communication via telephone and postal services (Kovacs & Kovacs, 1991).

Many network resources are similar to traditional sources and services with which librarians and researchers have familiarity. For example, data files, electronic texts (e-texts), and e-conference archives are comparable to online full-text databases. E-conferences--which include discussion lists, electronic newsletters, mailing lists, electronic forums, interest groups, and so on-parallel professional conferences and their activities and proceedings. Electronic journals are equivalent to print journals in terms of format and content. Library catalogs and other bibliographically oriented databases mirror the print and locally based systems with which users are familiar.

Despite this similarity in function and sometimes in form among network resources and traditional information sources, users are of ten intimidated by this network medium. What is available? Where is it? How do I get to it? Once obtained, the sheer quantity of information that can be, and is, stored in electronic form confronts users with the need to filter and organize it for personal use.

LIBRARIANS' ROLE

Librarians, based on their training and experience, are the most appropriate intermediaries to assist in connecting users with these network resources. Librarians have been at the forefront of using the Internet to provide useful resources to their own discipline. A recent study also shows that a significant number of reference librarians have begun to use the Internet resources in providing reference services to users.(1)

It is most appropriate that librarians mediate between the user and information resources in a network environment just as within a print environment. Our professional role has traditionally been to identify resources, enhance modes of access to them, and enable users to connect with, and use, appropriate sources. Network resources provide an opportunity for us to extend ourselves professionally within this new medium to provide meaningful service to our users.

Hierarchy of Information Skills

A hierarchical model of information skills is offered as a framework by which librarians can design services to mediate use of network information sources by their users (see Figure). The model suggested was initially proposed by Mulder and Campbell (1991) for developing a user instruction program. However, it has also been used in the broader context of strategic planning of information services by a reference department (Schloman, 1993).

The specific application of the hierarchy presented here is for the planning and provision of information services using the Internet resources. The hierarchy is particularly useful because it delineates the types of information needs users have and suggests the skills and services necessary to satisfy those needs. In the network environment, users face the tremendous diversity and disorganization of network resources plus the need to learn new protocols for access. Librarians' professional training and experience uniquely prepares them to perform a mediating role between users and network information resources. The following is a discussion of the levels of the hierarchy and how these relate to users' needs for network resources and the librarian's role.

Awareness of Information Services and Resources

Knowing what is available on the networks probably poses one of the biggest challenges for librarians and users alike. In order to serve users at this level, librarians need to familiarize themselves with the types of network resources available and decide for what these might be used. As indicated earlier, the types of available electronic resources parallel what is known in the print world. Full-text resources include data files, journals, electronic texts, and electronic conference archives. Interactive access to experts is provided through electronic conferences and their various forms (e.g., electronic conferences, newsletters, mailing lists, interest groups). Bibliographic sources are identified through library catalogs and various types of indexes to the literature.