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Ms. Kresh highlighted some of the issues with digital reference services and discussed in some detail the Collaborative Digital Reference Service (CDRS) then fielded audience questions. She used a PowerPoint presentation very similar to the web cast version of her talk at “Building the Virtual Reference Desk in a 24/7 World, which can be found at: http://www.loc.gov/rr/digiref/webcasts/kresh_03/kresh_03.html
Kresh touched on six key issues that must be addresses in order to implement effective digital reference (DR) services: 1) Standards, 2) Quality Assurance, 3) Staffing and training, 4) Marketing, 5) Integration, and 6) Financial Models. She stressed that if standards can be developed, multiple groups can share DR services. If quality assurance measures are implemented, a certification (or evaluation) process can be applied to new members that want to join a consortium of shared services. She stressed that while this was important, it is also tricky. Kresh defined “passion and commitment” as well as a clear plan regarding staffing and staff training as necessary for implementing DR services. The training aspect is especially important because with the new medium comes new communication skills from the traditional face-to-face reference interview. Marketing is also a critical issue, as libraries need to build support for the service by getting the word out. Integration involves adding digital reference service to your suite of other reference services, and she noted that digital reference doesn’t have to only be live chat. Finally she discussed the various financial models for implementing DR services, such as grants, institutional funding, and subscription models.
In a nutshell, CDRS is a network of libraries teamed together to offer researchers 24/7 (24 hours a day, 7 days a week) reference service in a digital environment. Members of CRDS include public, academic, special, and national libraries, library consortia, ASK A services, unaffiliated experts (people not associated with a specific institution), and partnerships with entities such as OCLC and LSSI. Researchers can submit questions via e-mail (not live chat). The question is routed first through their local library or institution (a CRDS member), then through a tiered system using “Request Manager” software that searches a databases of member profiles, ultimately locating a member library best suited to answer the researcher’s question. Members set up their profiles in what are called Service Level Agreements (SLAs) in which they describe the scope of their services, service hours, etc. Responses will be routed directly to the researcher as well as the requesting library using Request Manager in order to officially close out the question and take care of other administrative tasks. CDRS is considering a live chat component, and may eventually be accessible to end-users.
Kresh stressed that the “idea [behind CDRS] is not to run AskJeeves out of town,” but to “compliment access to information on the Internet.” Her premise is to take the strengths libraries are known for, strengths such as helping users locate relevant, accurate, and authoritative information that is easy to locate by “redefining the role of librarian and libraries in the Internet age.” She believe that through digital reference projects such as CDRS we “have an opportunity to use the [digital] tools in innovative ways” and offer service that can be made available to anyone in the world 24 hours a day, 7 days a week.
The CRDS is by far the most ambitious project of its time and one that is not without hurdles to overcome. Kresh recognized complicated issuers such as language, accessibility and infrastructure, cultural and political sensitivities, and jurisdictional and service constrains. However, given those challenges, Kresh closed by stating that her best advice to the audience is to “plunge in! We have a very important role to play. It doesn’t’ matter if you have all the details worked out.” What is important, she stressed, is that it is our (librarians’) responsibility to play a stronger role in providing accurate and reliable information to researchers using new and innovative mediums such as digital reference services in order to create a prominent library presence on the Internet.
More detailed information about Diane Kresh’s presentation and the CDRS can be found at the following web locations:
Collaborative Digital Reference Service Web Page: In addition to containing information about CDRS, this page includes links to web casts and PowerPoint presentations given at the "Building the Virtual Reference Desk in a 24/7 World" conference.
http://www.loc.gov/rr/digiref/
“Offering High Quality Reference Service on the Web: The Collaborative Digital Reference Service”, by Diane Nester Kresh, D-Lib Magazine, June 2000, l. 6, number 6.: An article written by Kresh detailing CDRS and it’s value in today’s information laden society
http://www.dlib.org/dlib/june00/kresh/06kresh.html
Summary prepared by Kristin Trefts, Meriam Library, California State University, Chico