Abstracts

Building partnerships through 'discovery' - collaborative online teaching and learning.

The emphasis now being placed on flexible delivery of educational information and courses has led to the development of many collaborative projects. It has become imperative that library reference and information services become innovative in ways of providing access to resources and support for learners irrespective of the mode of teaching and learning undertaken.

The University of Ballarat established the UBonline project in October 1999 with the aim of enabling the implementation of a strategic approach to the development of flexible online learning programs. A collaborative model of project management was established involving the University's higher education and TAFE schools, the Information Services Branch (which includes the Library), the Centre for Learning and Teaching (CLT), and the School of Information Technology and Mathematical Sciences (ITMS).

An allocation from the UBonline project budget to the Information Services Branch (ISB) enabled the secondment of a librarian from the Information Literacy and Research Services (ILRS) team throughout 2000. As a key member of the UBonline project's coordination team, the librarian's brief was to develop and implement a subject-based template for the online delivery of library resources that could be customised for individual units in collaboration with curriculum development advisers and academic and teaching staff.

The 'Discovery' website is the result of this project www.ballarat.edu.au/ubonline/discovery/tm927 The librarian worked closely with collaborative partners including lecturing staff, colleagues in ISB, ILRS and CLT, as well as an expert in multimedia design. The project is ongoing but to date a number of innovative solutions to information access have been developed, e.g. 'NaviGate - a gateway to online databases' http://www.ballarat.edu.au/library/navigate/

This paper outlines the development and implementation of 'Discovery' and its role in supporting student-centred learning in the online environment through innovative provision of reference and information resources.

Presenter: Rose Counsel
Showcase: Friday 4.00pm-5.00pm; Saturday 2.00pm-3.00pm

 

Can online instruction pass the test? An evaluation of library information skills instruction for first year students at Deakin University.

Deakin University Library has recently leased an interactive online tutorial which will be used by both on and off campus students for self paced learning and also incorporated into the information literacy program facilitated by liaison librarians. Marion Churkovich and Christine Oughtred, liaison librarians for the school of Social Inquiry, are currently undertaking research to evaluate and compare the success of online instruction using the Deakin Library Smartsearcher, traditional face-to-face tuition, and a librarian mediated version of the online tutorial, in the acquisition of basic research skills.

First year Sociology students will be randomly assigned to one of three groups, each trialing a different method of instruction, and a pre and post test will be administered to each participant during the session. Data will be collected during the Semester One tutorial on catalogue use and also the Semester two session on finding journal articles.

It is anticipated that regardless of instruction mode all students will receive a higher score in the post test. It is also a hypothesis that students will have a more positive attitude towards librarians if they receive active assistance.

Further analysis of the results will indicate whether, as initially believed, face to face training is more effective, or if a relevant electronic product is adequate for the acquisition of basic information retrieval skills.

Presenters: Marion Churkovich, Christine Oughred
Panel: Friday 4.00pm-5.00pm; Saturday 3.30pm-4.35pm

 

A case study in collaborative information literacy web development work.

A case study will be presented of the change processes and steps utilised at the University of New England in a collaborative project to develop a web-based information literacy suite of materials.

The need for this development work was identified in the library through planning meetings involving information literacy staff. Serving the large number of remote users was the primary motivation, but the project was also seen as highly valuable to on campus users. Approval of the proposed direction was gained from key stakeholders in a seminar which looked at the ways the library could support online teaching. The paper will include information on the communication approaches taken to ensure library staff and other relevant organisational units were well informed and consulted.

Key organisational units involved in the project were Library Services, the Teaching and Learning Centre, and the Information Technology Division. The Australian Information Literacy Standards were invaluable in providing an authoritative framework which all units could accept. A faculty librarian mapped the standards to training topics which needed to be covered and identified existing resources. Topics needing development work were identified and responsibilities allocated.

Finally the paper will discuss issues which arose in completing the project and the skills librarians need to succeed in such a project. Evaluative comments will also be included.

The aim of the paper is to give an understanding of one approach to developing resources collaboratively with minimum additional resources and to demonstrate a practical application of the Australian Information Literacy Standards. The paper will be of most interest to those wishing to discuss practical ways of effectively collaborating with a number of stakeholders.

Presenter: Julia Leong
Panel: Friday 4.00pm-5.00pm; Saturday 3.30pm-4.35pm

 

Changing expectations: identifying and responding to the needs of users in the National Library of Australia.

Growth in Internet usage, a continuing increase and availability of electronic resources and changes to the delivery of information continue to have a huge impact on libraries and the expectations of our users. There are both similarities and differences in the provision of reference and the delivery of information to onsite and offsite users.

In 2000, the National Library conducted three focus groups of onsite users and in 2001 we will undertake a survey of our remote users in an effort to identify the changing needs and expectations of library users in the digital age.

A change from mediated reference involving personal interaction between librarian and user is being supplemented and in some cases replaced by unmediated reference through the provision of guides, subject gateways and online catalogues. It would seem that one thing is certain - users are becoming ever more demanding of libraries to provide electronic resources, in full text , at no cost and now.

In order to effectively meet users' needs, staff are continually challenged to keep up to date with new sources of information, new databases, and new search engines in addition to becoming more knowledgeable and aware of the Library's own vast collections.

Weekly reference awareness sessions and monthly reference Q & A sessions provide reference staff at the National Library with an invaluable opportunity to increase knowledge and skills whilst sharing information, tips and tricks with their colleagues.

Presenter: Francis Wilson, Ann Triffett
Paper: Saturday 11.30am-1.00pm

 

Cybrarians: promise and peril.

Sara Weissman will talk about the combination of skills, new and old, that reference librarians need to function successfully in the so called "Information Age".

Weissman, who over a 28-year career has taught reference at Rutgers University, served as a reference librarian in university and public libraries and as a research consultant for towns and school districts, warns that some of our old practices must not be lost in cyberspace, while others do not translate into the new reference environment. The successful 21st century librarian will stay grounded in time-honored reference practices, but also know how to listen to patrons remotely, electronically. The nold (new/old) practitioner doesn't wait for a traditional reference interview in e-reference, but never forgets the unspoken question or hidden need behind the e-mail. The cybrarian offers service in a variety of formats in order to reach past institutional walls to those who may never think of a library as their best information resource.

If libraries are to survive, they need to think more about reaching and serving unpatrons, the non-library user. Ultimately, reference only matters if it reaches out and helps improve people's lives.

Presenter: Sara Weissman
Seminar: Saturday 9.30am-10.15am

 

Distinction or extinction? Revitalising reference services in an academic library.

The restructuring of the University of Sydney Library has presented the opportunity and impetus to revitalise reference services. The Library's new Humanities and Social Sciences Division (HASS), supporting the Faculties of Arts, Economics, Economic and Law and some science departments, is addressing this challenge by a broad review of its reference services. By realigning and leveraging its substantial, but stretched and decentralised staff resources, HASS aims to remain relevant to its clients and meet the increasingly complex demands for onsite and remote quality reference assistance. Central to the revitalising of services are a conceptual model of services marketing and the creation of a digital information system (DIS).

A number of projects to implement the model and the DIS are being undertaken. Crucial to implementing the changes is a reassessment of the role of all staff involved in the delivery of reference services.

Presenter: John Rodwell, Katerine Sexton
Paper: Saturday 11.30am-1.00pm

 

Do you have that blue book? A discussion of human factors in the provision of quality library reference services in Victorian TAFE institutes in the context of the information society.

This paper reports on the results of a research study, a component of the Doctor of Education degree at Monash University, due to be completed during 2001.

The research study arises as a response to personal experience as a reference librarian. The need to adapt to change, to solve problems by different and lateral means, and to view library reference work in a different way had become apparent. It had also become apparent that continuous learning was necessary for empowerment to derive work satisfaction and provide quality library reference services.

The research study is based on sociology, library and reference library theory recognising the conflict that currently exists as the information society emerges. A recent literature addressing this conflict has emerged. Theobald (1998) contends that social structures based on economics, emphasising materialism, individuality, competition and ambition are unstable and that people really want a sense of community and authentic relationships. Handy (1993), Jackson (1997), Mackay (1994) confirm these views.

The literature has relevance for libraries as inherently social institutions. (Katz, 1987) Currently libraries are in the process of combining traditional with new philosophies and practices. Advances in digital technology coupled with a global explosion of information, combined with emphases on resource based learning have resulted in library reconceptualisation. (Davis, 1996)

It is considered that although remote library access using digital technology is now possible, many library clients may not have access to this technology, may not be able to use it, may not be able to assess their needs or evaluate retrieved information. In addition, it is recognised that people like to interact with other people who can translate information to a particular need and context. (Rochester, 1997, McCallum, 1992) It is argued, therefore, that libraries are relevant, but must provide a quality, professional, current, caring and competent reference service to remain viable. It is also argued that for this service to occur, professional development needs of reference librarians must be met. Finally it is argued that professional development needs must be met to enable lifelong learning for reference librarians to occur to enhance the library reference service (Giere, 1995) from a personal perspective.

The research study examines current library philosophies and practices from the perspective of TAFE Institute managers, library managers and reference librarians and makes recommendations for new ways of viewing future library reference services.

Presenter: Anne Bult
Paper - Friday 10.30am-12.10pm

 

Drive, revive, survive...and thrive: going the distance for information literacy.

Along with the increasing emphasis on generic capabilities, information literacy is becoming the catalyst for comprehensive and, at times, radical curriculum reform within the tertiary sector. As libraries move to consolidate a dynamic and authoritative position in this evolving scenario so, too, do reference librarians face the challenge of reconstructing their professional roles and responsibilities.

Reference librarians will become key educators in the teaching and learning environments of the future, working in professional partnerships with faculty teaching staff. To do so, they must be equipped with refined skills and conceptual knowledge which enables them to perform with an educational competence, and professional confidence, equal to that of their academic peers.

However, responsibility also rests with parent organisations to provide adequate, appropriate and timely support for this shift in emphasis. The academic library must reinvent itself as a "learning library" which facilitates effective and sustainable approaches to information literacy education, embraces the pedagogical foundations of teaching and learning, and participates in the creation of dynamic learning environments for students. In turn, tertiary institutions must reduce arbitrary limitations and accept, accommodate and encourage newly-defined teaching and learning partnerships.

In this scenario, the role of the reference librarian changes to one of an educational leader, learning facilitator and information literacy protagonist (Drive). Systemic barriers which currently exist between academics and librarians must be examined, and challenged where necessary; alternative organisational and functional models may serve to bridge the educational divide and foster potent teaching and learning partnerships (Revive). Essential skills and professional development required to facilitate the 'librarian-teacher-facilitator' metamorphosis subsequently presents implications for librarians and library managers in terms of evolving roles and responsibilities, changing expectations, staff development and organisational restructuring (Survive). Such approaches will make critical differences to the tertiary learning environments of the future (Thrive).

Where appropriate, examples of current local and global practice will be used to illustrate salient points.

Presenter: Judith Peacock
Paper - Friday 10.30am-12.10pm

 

Distinction or extinction? Revitalising reference services in an academic library.

The restructuring of the University of Sydney Library has presented the opportunity and impetus to revitalise reference services. The Library's new Humanities and Social Sciences Division (HASS), supporting the Faculties of Arts, Economics, Economic and Law and some science departments, is addressing this challenge by a broad review of its reference services. By realigning and leveraging its substantial, but stretched and decentralised staff resources, HASS aims to remain relevant to its clients and meet the increasingly complex demands for onsite and remote quality reference assistance. Central to the revitalising of services are a conceptual model of services marketing and the creation of a digital information system (DIS).

A number of projects to implement the model and the DIS are being undertaken. Crucial to implementing the changes is a reassessment of the role of all staff involved in the delivery of reference services.

Presenter: John Rodwell, Katerine Sexton
Paper: Saturday 11.30am-1.00pm

 

From virtual library to e-business library: applying e-business models to information provision.

Current trends in e-business analysis advocate that in the new economy, the customer is centric to the provision of product. For new economy companies to meet this aim, the customer must have the ability to tailor their access to the services and products that are being offered. The library world has always seen the customer as being central to the services being provided, however have we actively encompassed the models of e-business delivery? The development of virtual reference services have certainly seen the fulfillment of various projects including digital library services, video conferencing reference questions and remote access catalogues. Exponents of e-business development stress the importance of total integration of virtual services within the business framework. Are our current virtual services fully integrated into our business framework and are our customers able to tailor these services?

This paper will explore e-business models and apply them to the online delivery of library and information services. The paper will draw on some current examples of online service delivery as a means to illustrate the areas where reference and information services have adopted e-business approach to service delivery. The reality for many current initiatives is that the online delivery provides access to the available digital resources and it is only now that avenues are being investigated for ways to apply e-business models to the full spectrum of information service delivery. This paper will attempt to predict how e-business models can be applied to the hypothetical delivery of a full e-business information service. Are current vendor products in a position to fully assist the information sector in providing customer centric virtual services? This framework will allow us to see how libraries can tailor their digital services so that they reflect the customer centric models of e-business development.

Presenter: Paul Mercieca
Paper - Friday 10.30am-12.10pm

 

Global influences: implications for the reference librarian.

Globalisation affects us all! We access information globally for a global community. This has a number of implications for all sectors of the library profession. It affects 'The Collection' - virtual or otherwise, it has resulted in an information community that is more culturally complex, and it affects the role of both the library and the librarian. In order to 'revel in reference' in this cultural climate, library professionals need to review their skills in the light of changing patterns of information seeking. There are both challenges and benefits for the Reference Librarian in responding to this changing environment.

The purpose of the paper is:

• To create an awareness for the reference librarian of the implications that globalisation might have for the information workplace;
   
• To draw attention to a number of cultural issues, influences and circumstances that might further our understanding of cultural diversity - specifically in the area of reference services in the library;
   
• To identify those skills which assist in responding to this cultural diversity;
   
• To focus on some practical suggestions and pragmatic guidelines that will assist librarians and information managers to respond positively and creatively to the cultural complexity of the user community;
   
• To stimulate audience response that might lead to the exchange of examples of 'best practice' fostering the understanding of cultural diversity and internationalisation in the various sectors of the library profession.
   

Presenter: Carolyn McSwiney
Paper: Friday 1.45pm-3.25pm

 

Having a point of reference: liaison, marketing and communication as the cornerstone of reference work.

This paper examines activities of The University of Queensland Library (UQL) Liaison Marketing and Communications (LMC) Group. The group was formed in an increasingly competitive information environment, where customers can choose to receive information from a range of sources other than libraries. It examined what liaison, marketing and communication strategies were needed to give UQL a competitive edge in service delivery.

Marketing plays a fundamental role in the work of liaison librarians, who have to know how to build a customer base and keep their customers informed about products and services. The early aims of the project were to clearly identify the information needs of customers and to formulate strategies that would deliver the best level of service. As work progressed it was evident that although liaison librarians had excellent reference skills, their practical skills at building relationships with customers varied considerably, leading to inconsistent service delivery.

Focus groups were held to identify the training needs of librarians and the findings were used to develop a program for their ongoing professional development. Workshops, based on a 'services marketing' theme were organised for all liaison librarians. Topics included communication skills, problem solving and efficient reporting mechanisms to build a useful customer base.

As a result of this project, UQL has in place an ongoing support and training program for liaison librarians, including an online information package. The group's efforts were well received by liaison librarians, highlighting the vital importance of marketing skills. Although librarians can take pride in their excellent reference skills, increasing competition from other information providers creates the need for them to be more proactive with their customers. The success of the LMC group activities at UQL perhaps points to a need for better integration of marketing skills in education and training in the field of Librarianship.

Presenters: Ruth Foxlee, Diana Guillemin
Showcase: Friday 4.00pm-5.00pm; Saturday 2.00pm-3.00pm

 

How do we know that we are making a difference?

At the end of 1998 the University of Tasmania Library made a difference to the biomedical schools by closing "their" branch library and amalgamating the collection and services with the physical sciences library across the road and down the hill to form the Science Library.

This amalgamation coincided with the increased availability of Web access to databases and journals, free document delivery, and a University funding initiative to develop the electronic journal collection.

In 1999 the Science Library set out to make a difference in its reference services - a difference that would assuage the perception of "loss" for some major groups of clients and address the changing modes of information delivery and access impacting on everyone.

One year after the amalgamation, biomedical academics and postgraduates "up the hill" were still grieving: "We hardly come to the library any more because it is so far a way". In the schools adjoining the library they were saying: "We hardly come to the library any more because so much is available electronically".

Strategies designed to make a difference included:

• a Science Library Web site providing web subject guides, news and help;
• new and upgraded information skills programs for undergraduates, postgraduates and staff; and
• liaison and outreach activities.

To gauge the affect of these strategies, and to determine where a difference is being made, the Science Library has:

• kept use statistics of physical and web-based library resources and services;
• elicited participant evaluation of information skills programs; and
• is currently surveying academics in the use of library services and electronic access.

There are some encouraging results, including a 166% increase in web subject guide hits from 1999 to 2000. Initial impressions from the face to face survey, currently under way in January 2001 indicates a largely self-sufficient, electronically-savvy academics - but a persistent sense of loss from the people up the hill.

This paper discusses what we have done that makes a difference in a changing environment, how we have attempted to measure the difference, and how we have made use of the information. It should be of interest to all reference librarians interested in knowing what a difference their services make.

Presenter: Richard Dearden
Paper: Saturday 11.30am-1.00pm

 

"I want that!" - teaching the internet and email to a group of clients with intellectual disability

Through a collaboration between the Library and the Fred and Eleanor Schonell Special Education Research Centre, Library staff taught a series of hands-on internet workshops to students in the Latch-On program, a program for young adults aged 18-22 with Down syndrome. This was a new challenge for library staff, who found the experience made new demands on them, but was also very rewarding.

Latch-On is a program which has been developed to use a combination of technology and more traditional methods of literacy instruction to enhance the literacy development of young adults with Down syndrome. As well as helping students to develop their literacy, access to the internet can help students to link to the wider world, to find information, and to communicate with friends and others in the community using email. It can also provide new motivation for students to strive to improve their literacy skills.

Library staff who taught the workshops found they needed to adapt their ways of teaching to suit the needs, interests, and ways of learning of this group of students. The experience made visible the features in the way the internet is accessed which can become barriers to people with intellectual disability. The students showed great determination and were very enthusiastic. This project allowed library staff to use their expertise in using and teaching the internet to help this group of students with special needs to participate in using this technology, and represented a significant partnership between the Library and the Schonell Centre.

This paper will detail the challenges, some solutions, and the rewards of the project. It serves as an example of the role of librarians as facilitators and teachers of information technology, and of the need for inclusive practice and for improving accessibility of electronic services to clients with special needs.

Presenters: Pam Schindler, Karen Borchardt, Anne Horn
Paper: Saturday 11.30am-1.00pm

Information literacy 'just in time': seamlessly linking reader education to the curriculum.

The Charles Sturt University Library has created an assessable online tutorial designed to develop students' database search skills. This tutorial is completed in conjunction with a coursework essay.

Previously our reader education consisted of classes. These classes were linked to specific assignments but we had no evidence that students made the connection when they were later searching for information for that assignment. The online tutorial requires that students conduct a search for articles on the essay topic and then hand in the search strategy. It is marked by library staff who can gauge the information seeking process and provide feedback to the students.

This tutorial contains explanations about how to search effectively with examples relevant to the assignment. The bulk of the information provided is generic with examples and instructions customised by library staff.

There are a number of advantages in this approach to information literacy:

• The students are required to learn how to use the resources 'just in time' when they actually need to find information, rather than 'just in case' which is the way that library instruction is often offered.
• The fact that it is assessable means that virtually 100% of students who are given the tutorial complete it and have thus been exposed to databases as a source of relevant information.
• The tutorial is part of the essay research and writing process and lecturers have agreed to give 5 marks from an essay mark.
• Librarians can evaluate their teaching and make changes where necessary.

This paper will outline how the tutorial works with practical explanations to show how other libraries might implement it. It will discuss findings over 2 years showing what we have learnt about how students search databases and how we can teach effective searching.

Presenter: Karin Smith
Panel: Friday 4.00pm-5.00pm; Saturday 3.30pm-4.35pm

Information seeking on the Sunshine Coast.

Students often have difficulty in working out the keywords of their assignment topics. They also have difficulty in thinking of related terms (synonyms) and cannot see the link between concepts. Often, as reference staff, we may have helped students think through their topics so that they can work out the important keywords and apply this to searching. A research study was conducted at the University of the Sunshine Coast library to determine whether the teaching of concept mapping would benefit students in their problem solving and information seeking. The study was conducted with first year students who were doing the compulsory subject,

"Communication and Thought". This subject was targeted as Library staff have collaborated with Communication and Thought faculty, in giving a lecture on the development of a search strategy and the use of library resources. This was conducted in first semester, 2001, with the new intake of first year students. The study used an experimental design in which there were two main groups: a control group and an experimental group.

The experimental group received training in concept mapping as part of a research skills course for first year students. A pre and post-test was used to determine if concept mapping had made a difference in student performance. The research outcome may be changes in the Information Literacy program of the University of the Sunshine Coast.

Presenter: Sue Willis
Panel: Friday 4.00pm-5.00pm; Saturday 3.30pm-4.35pm

Is reference making the difference? Finding useful performance measures.

Measuring reference service is seen as a way of making organisations more accountable, effective and responsive to client needs. In practice it is not so easy to do. This paper describes how reference librarians at one institution have examined the options and suggests some measures that may be useful. A working group from the University of Western Australia Library selected three indicators from the 12 performance indicators identified by the CAVAL Working Party on Performance Measures for Reference Services.

Those chosen were:

• Attributes
• Teaching skills
• Support
• Availability and use of service and Knowledge
• Promotion of resources and services.

Three to four measures were identified for each indicator, with the aim of developing measures that are easy to administer and repeat, and that can be readily incorporated into regular activities.

Presenter: Anne Evans, Lucy Peachey
Paper: Saturday 11.30am-1.00pm

Is the new age reference service vintage red or cheap cask? Does the tiered reference model work?

Reference services in academic libraries and the way that they are delivered has been undergoing considerable change over the last 10 or 15 years. Changes in education policy and practices, funding and the explosion of electronic information have all impacted heavily on the way the service is run. One of the reference models that has emerged during this time to meet these changes is the tiered reference service. A typical tiered reference provides facilities for self-service for clients to be independent learners, an inquiry service including electronic, face-to-face and telephone services and a reference service operating from an office environment.

The service functions primarily by using the inquiry point as a filter that only allows genuine reference queries to reach the reference staff. For any Library that has implemented the tiered reference model there has tended to be three points of concern:

• Will the referral at the inquiry point be accurate?
• Will it make reference staff more effective at answering reference inquiries?
• Will clients get a better service?

Much of the literature that describes attempts to evaluate these aspects of the model has taken place in centralised library services. This paper attempts to supplement this work by doing a case study of how the model has been implemented at some of the Subject Libraries at the University of Western Australia and examines how effectively it works in these different situations. A number of qualitative evaluation methods are used in the study including analysis of inquiry logs and focus groups. From this data the paper examines issues such as the library layout and the subject area where the service is based and discusses whether these have any influence over the overall success of the service as viewed by both clients and library staff.

Presenters: Scott Nicholls, Carol Newton Smith
Panel: Friday 4.00pm-5.00pm; Saturday 3.30pm-4.35pm

Keeping our academics on the cutting edge: the academic outreach program at the University of Wollongong Library.

In the higher education sector, developing students' information literacy skills has been a hot issue in policy making and program development for almost a decade. But how do academic staff develop and maintain their information literacy skills? How do they cope in an increasingly electronic environment?

In 1999 The University of Wollongong Library introduced an ambitious program coined Academic Outreach which targeted 100% of academics campus-wide. Identified as a strategic initiative of the Reference Services team, the program was designed to keep our academics on the cutting edge of information sources in their field. The aim was to help them explore the myriad of electronic resources available from their own desktop and foster skill development in using these resources.

A systematic approach was adopted which involved:

• developing promotional strategies;
• setting a timeline and targets for actual visits;
• allocating human resources and undertaking in-house training; creating a content checklist;
• faculty librarians venturing out to the academics' offices to provide individual, tailored instruction;
• regular communication and review.

A comprehensive evaluation from the perspective of both the academics and faculty librarians was also undertaken. This paper traces the program from its inception to its evaluation and highlights the enormous benefits gained by everyone involved.

Presenters: Beth Peisley, Suzanne Lipu
Paper: Friday 1.45pm-3.25pm

A mental health and community database resource.

During 2000 and 2001, Lifeline Australia, Kids Help Line and Reachout have been collaborating to produce a database of mental health and community resources. This database is a source for referral of clients throughout Australia who either ring the Telecounsellor at Lifeline and Kids Help Line or who use the Reachout Internet Site. This collaborative venture has been funded by the Commonwealth Department of Health and Aged Care as part of a commitment to supporting the mental health of all Australians.

The database consists of over 30,000 of records of agencies and their programs throughout Australia and has been gathered by the counsellors in the 42 Lifeline Member Centres and Kids Help Line. The database will be available for use for a fee by other community agencies and government departments.

In October 2001, the database will be launched using new software developed by Social Change OnLine (SCOL). A team of consultants from SCOL has worked carefully with database indexers and telecounsellors to produce a web based software which is speedy, efficient and relevant.

In this presentation, I will talk about the background of the database and describe what is very much a "project in progress".

Presenters: Anne Morris Bannerman
Showcase: Friday 4.00pm-5.00pm; Saturday 2.00pm-3.00pm

 

Online tutorials: new horizons in the delivery of flexible online training.

As the need for flexible delivery of courses and the use of online technology in teaching and learning in higher education grows, librarians must rethink and change how they develop and deliver information skills training. The current environment of reduced staffing levels and resources, demands efficiency and cost effectiveness in program design and delivery.

Instructional materials and training are required that are suitable to meet the needs of a variety of users, while supporting the development of user skills in a complex online environment.

This paper will discuss the development of an interactive flexible online tutorial that can be customised to meet the needs of different user groups. It will feature how Southern Cross University and Deakin University libraries are using the tutorial to underpin information skills programs for on campus and distance education students. The tutorial is a teaching and learning tool that is being used to develop skills, create positive user attitudes and ensure information skills training is integrated into online courses. Additionally its use has resulted in more systematic and coordinated information skills strategies; consistency of training and reduction in duplication of effort.

Presenters: Bernadette Lingham, Janet Fletcher, Glenda Henderson
Showcase: Friday 4.00pm-5.00pm; Saturday 2.00pm-3.00pm

Outside the library: designing and delivering information and reference services to postgraduate students at the University of Melbourne.

It is the author's belief that librarians who are inquisitive, who strive to make the most effective use of their institution's collections, electronic and print, and who enjoy working with students and academics play an invaluable support role in the research process.

The development of the Internet has made it possible for libraries to provide accessible services and resources beyond the library walls. Desktop access to information has changed the way in which students gather information and as a result is transforming the way in which library staff deliver information and reference services. At the University of Melbourne the library staff are now part of a large Information Division. The integration of Information Technology Services, Multimedia Education Unit, Audio Visual Services and Library into six new service streams has demanded a review of how services and resources may be most effectively delivered.

The position of Research Consultant, created in 1998, is based in the School of Graduate Studies. Initially the appointment was an eighteen-month pilot project. Now, the position is permanent and is part of the Teaching, Learning and Research Support Services Department of the Information Division.

The author will discuss the challenges and experiences of providing a service to postgraduates "beyond the library walls", the developing partnerships with academics and support service professionals and overseas trends in some of the UK, US, Canadian and Singapore universities visited in 2001.

Presenter: Sabina Robertson
Paper: Friday 1.45pm-3.25pm

PANDORA uncovered - revealing her treasures.

This presentation will provide some background information on the development of the PANDORA Archive of Australian online publications, not only as a National Library initiative but as a cooperative venture shared currently by the State Libraries of Victoria and South Australia and ScreenSound Australia. It is an opportunity for reference librarians from all sectors to hear about a wonderful national collection.

It will include a demonstration of PANDORA which will concentrate on the following:

• identification of the main features of PANDORA
• explanation on how to get the best out of PANDORA via searching or browsing
• revelation of PANDORA’s treasures, from the serious academic electronic journals to the not so serious but very Australian and, sometimes, fun resources.

The presentation will provide participants with an opportunity for:

• searching and browsing PANDORA with one of her creators
• asking questions
• taking away information and hints that could save the day!

Presenter: Anne Daniels
Showcase: Friday 4.00pm-5.00pm; Saturday 2.00pm-3.00pm

Reference - the first and last frontier.

The paper will explore the theme of reference librarianship and cultural change, and will do this within the context of the challenges of the digital and information age. The concept of being on a frontier, developing the information society, highlights the need for confidence, passion and belief in the value of reference. In turn, this raises issues about the culture of reference librarianship, its values, customs and beliefs.

The key message will be that reference librarianship is the last area of librarianship to shift into the digital/virtual environment, and that this is revealing fundamental difficulties in hybrid library services. Are staff skills and capacities stretched too much where there are parallel systems of both print and electronic resources? Are they the right skills anyway? What are the advantages of more integrated models of service? How do we create them and a virtual reference space?

Issues which will be explored are the reference culture, changes in our user culture, and skills and service issues for the future, particularly virtual reference.

Presenter: Prue Mercer
Paper - Friday 10.30am-12.10pm

Reference service in public libraries: how integrated and flexible can you get?

Generational change and Internet take up rates are driving demand for flexible options in reference services. In response, public libraries need to expand their services to meet the 'Click and Go' and 'Options' generations' expectations for electronic and live reference services but also retain face-to-face and telephone services in their suite of delivery modes for those customers not ready or willing to transfer to an e-world. Reference services discussed will focus on 'live' services including click to chat, voice over Internet protocol and the role and development of 24-hour reference consortia.

We can now integrate content and reference services into one interface to deliver seamless access and live online support anytime, anyplace. If we add 'personalisation' and online readers' advisory services such as 'quick pick', read alike and book clubs to this front end we are providing a rich and efficient 'one stop shop' for public library customers.

These developments and possible scenarios for how they may be used in public libraries in the future will be discussed, as will the implications for the skills of public library reference staff.

This paper will use the Brisbane City Council Library Services' enhanced Library Catalogue (eLibCat) to demonstrate a simple and consistent interface which integrates the core components of a public library service (collections, lending services, reference assistance, user guides and customers). It will also draw on experiences and learnings from Brisbane City Council Library Services' current projects to implement a global 24x7 reference service and trial VOIP.

Overall, this paper addresses:

• A variety of electronic reference processes
• Integration of information content and services
• Staff skills required in a flexible reference environment.

Presenter: Sharon Harvey
Paper - Friday 10.30am-12.10pm

Rethinking reference rethought.

It is now a number of years since the Rethinking Reference movement swept the reference world, and a review is well overdue. This paper will look at the 2-tier reference service in the context of a medium sized tertiary education library that implemented a graduated service model 6 years ago, and has been refining it ever since. Topics covered will include:

• Are 2 tiers sufficient?
• How to manage the relationships and referrals between service points?
• How to provide an adequate level and quality of service over the 75 hours of library opening time per week?
• How to meet the growing needs of increasing numbers of off-campus students?
• How to equitably cater for a wide diversity of clients, from undergraduate students through to research staff?
• How do clients react to differentiated reference service - can they spot the difference?

Presenter: Guy Field
Paper - Friday 10.30am-12.10pm

Taking reference services to the patron: the in-library experience.

Recent developments in Information/Reference work have focussed on providing electronic services to patrons remotely and/or on a 24 X 7 model. This presentation will focus on providing reference services to patrons who are working in the physical library. Although recognising the need to provide reference services to patrons wherever and whenever they are required, it is our intention to illustrate a different approach to providing service to patrons who choose to come into the library. As remote access to library services increases, it is vital to maintain and enhance services offered in the physical library.

In recognition of this need to value add to the experience of patrons working in the library, the reference staff at the Caulfield and Peninsula campuses of Monash University have been encouraged to leave the reference desk and "rove" the areas of the library where patrons are using services. Roving has predominantly been focussed on the area where the bulk of OPAC and other public access computers are available. This presentation will examine the reasons for initiating this type of service, the development of a proposal, the consultation with reference staff, the implementation of the service, and the review of the benefits and problems.

It is anticipated that the presentation will take the following format:

• Introduction of topic with reference to the related literature eg. journal articles, case studies.
• An overview of the development of the "roving" proposal and it's implementation.
• A multimedia presentation that will include visual footage of the roving service in practice and interviews with relevant library staff and patrons.
• An evaluation of the service, together with an outline of future developments.

Presenters: Joyce Jenkin, Judy Hopley
Panel: Friday 4.00pm-5.00pm; Saturday 3.30pm-4.35pm

Trialling online database resources in public libraries: issues for reference staff.

The paper will report on a project, undertaken during 2000 by Enterprise Information Research Group, at Monash University, in partnership with State Library of Victoria. The project evaluated a set of the four electronic databases (World Magazine Bank, Health Reference Library, Custom Database and Electric Library), available on trial throughout the public library service in Victoria under the auspices of the Gulliver Project.

The field work included focus groups with library staff in each of four library services - to explore their perceptions of content and usability of the databases, as well general access issues. Trials of the databases and interviews were undertaken with ten library users in each library.

Major findings include:

• the lack of familiarity with the databases, even on the part of librarians;
• the need for further training of librarians;
• the emphasis placed on content, particularly by librarians; and
• the wide variety of personal preferences with regard to usability features.

The implications for reference librarians will be outlined.

Presenters: Kirsty Williamson, Louise Jenkins, Steve Wright, Frada Burstein, Don Schauder
Showcase: Friday 4.00pm-5.00pm; Saturday 2.00pm-3.00pm

See also abstracts for workshops