Lesley M. Moyo

Electronic libraries and the emergence of new service paradigms

Enabling technologies have led to the transformation of library services from traditional services incorporating card catalogs, printed books and periodicals, bibliographic instruction, in‐person/face‐to‐face reference, to new services and delivery modes incorporating: electronic collections, such as e‐books, e‐journals and databases; virtual reference services, and other online services. Innovation of new services that are peculiar to the online/Web environment is the trend in modern electronic libraries. During the last decade, many libraries, particularly those serving academic communities, have witnessed the emergence of new service paradigms in areas of information access and delivery, reference, instruction, technology facility and support to patrons. Libraries continue to harness new technologies to offer services in innovative ways to meet the changing needs of their patrons. This paper explores some of these emerging service paradigms in electronic libraries. The concept of “service paradigm” in this paper is used to refer to predominant service patterns.

Meeting the needs of remote library users

Many higher education institutions now offer virtual delivery of academic programs via the Internet and the World Wide Web, and cater to the needs of growing numbers of distance education students. Before an academic library can adequately address the needs, preferences, and expectations of its remote patrons, however, it needs to understand the peculiarities and challenges of serving patrons at a distance. Penn State University’s World Campus (a virtual campus) is one of the leading distance education institutions in the USA, and its libraries are among those actively engaged in ascertaining the needs of remote library users and developing services and resources to meet these needs. A portrait of library resources and services available to World Campus students is presented, and results of a survey conducted to assess Penn State World Campus students’ perceptions, expectations and use of Web‐based library resources are reported. A key finding is that students are pleased with the quality and availability of library services, but not fully partaking of the vast array of services and collections.

Reference anytime anywhere: towards virtual reference services at Penn State

Discusses how technological developments in libraries have led to the emergence of new service paradigms. Reference services are receiving prime attention as librarians strategically position themselves to serve users who are entering the library both through the physical gateway and the electronic gateway. Recent trends in electronic libraries, with particular reference to academic libraries, point to the need to provide value‐added library services to support virtual communities in their access to, and use of the exploding body of electronic sources. Also discusses the dynamic nature of reference services in the context of rapidly changing technologies and heightened user expectations and explores the issues associated with planning virtual reference services in an academic environment. Outlines the service rationale, software and technology considerations taken by the Pennsylvania State University in planning towards on‐line, real‐time reference services and provides an overview of the planned pilot project. Includes a list of links to Web sites with useful resources as well as links to sites of some projects on virtual reference services.

Collections on the Web: some access and navigation issues

Abstract Many libraries are currently experiencing a transition from printed to electronic collections. This transition has led to changes in collection development practices as well as in the roles of information professionals who facilitate access to information. Roles of librarians in both public and technical/access services are converging. There is a demand for a new breed of librarians who understand the entire electronic information scenario: procurement, organization, access and public services. All these come into play when making decisions and choices for meeting users’ information needs. Libraries are addressing such issues as ownership versus access, consortial access to electronic resources, licensing and authentication, surrogate versus full-text electronic resources, and integration of free Web content into collections. Librarians are challenged to embrace new ways of optimizing access to electronic resources and to explore ways to fit new technologies and innovations into traditional library structures and practices.

Virtual Reference Services and Instruction: An Assessment

Abstract This paper assesses the incorporation of instruction in library virtual reference services (VRS), and explores whether the rate, and nature of instruction provided to patrons during VRS sessions is different than that provided during face-to-face reference. The Penn State VRS was used as a case study in this assessment. An analysis of a sample of archived Penn State VRS transcripts was conducted to assess the nature and quantity of instruction provided based on the presence of defined instructional elements incorporated in the sessions. The paper discusses the similarities and differences in approach to instruction during VRS and face-to-face reference, and how these relate to overall instructional services in academic libraries. The paper also reviews findings of some similar studies cited in the literature. The findings of this study indicate that there is a significant amount of instruction taking place during both face-to-face reference and VRS. Furthermore, the approach to instruction in both reference environments is very similar. However, the VRS system in use at Penn State (LSSI Virtual Reference Toolkit), because of its technological features and capability, has facilitated new and unique enhancements to instructive reference that are not available in face-to-face reference.

The virtual patron

SUMMARY The modern academic library is characterized by technological innovation, optimum Internet connectivity, and boasts of numerous electronic resources and services that are accessible remotely. Library patrons can now ‘visit’ the library and conduct research without ever entering the library building. Furthermore, enabling technologies have led to the exponential growth of distance education programs in many higher education institutions. Students can now participate in college and university programs without leaving their geographical locations because technology facilitates virtual delivery of academic programs. This has in turn led to the emergence of virtual academic communities. These virtual communities require the services and resources of various academic support units much in the same way as traditional campus communities. In order to remain relevant within this milieu, academic libraries are changing rapidly and being transformed to meet the changing needs of the evolving academic communities they serve. To that end, libraries are increasingly providing services and support to virtual patrons, by facilitating access to and navigation of electronic resources and providing value-added support services that optimize effective use of these resources. The public service areas that have undergone the greatest technology-enabled transformation to meet the needs of virtual patrons are access, reference, and instruction. As technology changes, it will continue to define the capability of libraries to meet the changing needs of library patrons. This paper reviews some of the recent developments in electronic access, reference and instruction in light of services to virtual patrons, particularly college and university students. The paper focuses on virtual patrons in an academic setting and includes results of a survey on the perceptions and use of Web-based library resources and services by students of Penn State Universitys World Campus, a virtual campus with an enrollment of over 5,900 students.

Library use in the E-learning environment : A profile of Penn state's world campus faculty and students

ABSTRACT Are the library needs and expectations of students and faculty at a distance different than those of on-campus students and faculty? This article details and synthesizes the results of two studies conducted to assess Penn State Universitys World Campus students and faculty perceptions, expectations and use of Web-based library resources and services. The results provide insight into challenges and issues surrounding service to a virtual academic community. This article will highlight which library resources and services were rated as being the most valuable and important to World Campus users, and how the combined results of the two studies illuminate a widely applicable path for further development of library services to patrons at a distance.

Ask a Penn State Librarian, Live: Virtual Reference Service at Penn State

Summary After a 22-week pilot study, Penn State launched a university-wide real-time virtual reference service in Fall 2002. The Penn State Virtual Reference Service (VRS) features chat, co-browsing, and authentication into licensed databases. VRS serves students, faculty, and staff at 21 residential and commuter campuses statewide, as well as students enrolled in World Campus distance learning courses. This paper presents an analysis of the users, questions, exit surveys, and a VRS librarian survey.

PSU Gateway Library: electronic library in transition

Developments in information technology have led to changes in the mode of delivery of library services, and in the perceptions of the role of librarians in the information‐seeking context. In particular, the proliferation of electronic resources has led to the emergence of new service paradigms and new roles for librarians. The Gateway Library at Penn State University (PSU) is an electronic library in transition, with new technology‐based services evolving to address the ever growing and changing needs of the academic community. It facilitates access to and navigation of electronic resources in an integrated technology environment.

Beyond research guidance : the Gateway Library Research Mentoring Program

Provides an overview of a new information literacy initiative at the Penn State University’s Gateway Library. The Research Mentoring Program was designed to address the individual needs of academic library users who are inexperienced in the use of digital/electronic resources and require assistance in identifying, accessing and navigating the myriad digital/electronic resources for their research. Discusses the rationale for such programs, program objectives and activities undertaken to meet these objectives, and program outcomes.