Download Evaluating the Need for an Electronic Reference Service

Evaluating the Need for an
Electronic Reference Service
Renae Barger, MLIS
Health Sciences Library and Biomedical Informatics Trainee*
Health Sciences Library System
University of Pittsburgh
Nancy Tannery, MLS
Assistant Director for Information Services
Health Sciences Library System
University of Pittsburgh
*supported by NIH Grant No. 5 T15 LM07059-15 from the National Library of Medicine.
Outline

About HSLS
 Purpose of this study
 Ask-A-Librarian feature via Ovid
 Types of questions received
 Questions unrelated to an Ovid search
 Conclusions
Health Sciences Library System
University of Pittsburgh
Six Schools of the Health Sciences
– 2,400 faculty
– 3,800 students
– 2,200 staff
UPMC Hospitals
– More than 5,000 physicians
– More than 35,000 staff
Health Sciences Library System
University of Pittsburgh
Three Libraries
– Falk Library of the Health Sciences
– Western Psychiatric Institute and Clinic Library
– UPMC Shadyside Libraries
James Frazer Hillman Health Sciences Library
Hopwood Library
Purpose of this study
 Current electronic reference services
– [email protected]
– Liaison program
 No visible Ask-A-Librarian feature
– Only available via Ovid
 IP/Password authentication required
 Limited to HSLS users
 Examine the types of questions submitted via Ovid
– Will HSLS users benefit from an expanded reference
service?
Ask-A-Librarian via Ovid
Ask-A-Librarian via Ovid
Ask-A-Librarian via Ovid

Questions rotated to reference librarians
 Responses sent within 24-hours
Types of questions received
111 Ask-A-Librarian questions
– 16-month time frame (July 2001-Oct. 2002)
Categorized
– Technical
– Quick-Reference
– In-depth Reference
Types of questions received
Ask-A-Librarian Questions
24%
33%
Technical
Quick-reference
In-depth reference
43%
Technical Questions

27 out of 111 (24%)
 Addressed techniques of using Ovid
“How do I establish an Auto Alert?”
 “How do I print an article in PDF from
Ovid?”

Technical Questions

“Whenever I open the main search page, it
begins with keyword/subject. If I click
author, enter author, and search, it comes
back to the main search page showing
keyword/subject. Is there a way I can do
multiple author searches without reselecting
author?”
Quick-Reference Questions
47 out of 111 (42%)
Simulated general reference questions
received at the reference desk
– Estimated to take less than 15 minutes
Quick-Reference Questions

“What journals are included under the
limitation ‘AIM’ and can I get a list of these
journals?”

“How do I perform a search only in nursing
databases?”
Quick-Reference Questions

“I know Ethel Siris published an article in
JAMA in 2001 on osteoporosis. How do I
find this reference in Ovid?”

“Does the library have the American
Journal of Emergency Medicine (15: 33540, 1997)? I was unable to locate it using
Ovid.”
In-Depth Reference Questions

37 out of 111 (33%)
 Simulated more time-consuming reference
questions received at the desk

“I am looking for studies that examine the
validity and reliability of reviewing internal
medicine residents’ documentation skills. I
cannot find the correct search terms for
documentation or written records.
Suggestions? Thanks.”
In-Depth Reference Questions
“I am trying to find articles in which
physicians who have cancer, or other
medical problems, describe their
experiences of being a patient. What
keywords should I use?”
 “I am looking for any and all publications
addressing the need…or identifying that
there is no need for MD’s to titrate dosages
of ACE Inhibitor therapy with positive urine
microalbumins.”

Questions Unrelated to an
Ovid Database Search
32 out of 84 total reference questions (38%)
– Quick reference and in-depth reference
– Technical questions not included
The patron has returned to ask a question
The patron has decided to ask a question
since the feature was visible
Questions Unrelated to an
Ovid Database Search
50
47
50
45
45
40
40
35
35
30
26
30
25
25
20
20
15
15
10
10
5
5
0
0
Quick-Reference Unrelated Quick Reference
37
6
In-Depth Reference Unrelated In-Depth Reference
Questions Unrelated to an
Ovid Database Search

“Someone told me that you can access
PowerPoint presentations that other people
have done on certain topics. I am
organizing one on the female athlete triad
and would love to see how others did it and
see what pictures they used. Can you point
me in the right direction? Are there
copyright issues?”
Questions Unrelated to an
Ovid Database Search
“Are there any reference books on the
progress of women’s health from 1979 to
today?”
 “I am trying to see if PittCat would have
copies of the Beck Depression Inventory
(BDI) Scoring Manual. I do not need
articles. I need the scoring manual.”

Questions Unrelated to an
Ovid Database Search

“Would you be able to provide me with the
pagination and chapter authors (if different
from the main author) of the chapter
‘Providing Medications and Intravenous
Therapy’ from the following book on the
shelf at Falk library?”
Conclusions
Patrons are using Ask-A-Librarian for more
than Ovid database questions
– Patrons may not know about this feature in
Ovid
– The library may be missing an opportunity
– Need exists for an expanded reference service
Other considerations
– Time of day requests were sent
during normal reference hours
Conclusions
Considerations for the future
– Visible Ask-A-Librarian feature
HSLS homepage
 Menu bar
– Web forms
– Virtual chat