Page 6 - Buletin Mac 2008_2

By :
Mohamed Zaid Mohamed Idris
Division of Automation Management

Background consideration. Because web forms are substitute for the reference
Reference service is considered one of the academic library’s main
interview, receiving as much information as possible from the pa-
activities. Librarians are exploring ways of assisting users in emerg-
tron is a key function. User will fills out an online form on the li-
ing virtual communities. Before the birth of internet in mid-1990s,
brary’s web site. Which required them to answer clarifying ques-
librarians relied on the mail, the telephone and the fax machine to
tions that will help the reference librarian responding to the query.
help users who are unable to come in to the library for the reference
Ask – A services is a service that is usually corporate-sponsored
assistance. The word ‘reference’ is a usually defined as task of pro-
websites that allowed users to ask questions and receive answers for
viding assistance to library users in finding information, answering
free from public information from world wide web or proprietary
questions and fulfilling patron’s information needs.
database or networks.
Based on term of digital reference service by Janes,
A synchronous transactions can be defined as a real-time
Carter and Memmot (1999) in their article, digital reference ser-
transactions where the users get immediate response from the librar-
vices in academic libraries, it refers to “ a mechanism by which
ian for their enquiries. This category of transaction includes text-
users can submit their questions and have them answered by library
based chat, video conferencing or webcam services and digital
staff member through some electronic means (email, chat, web
reference robots. The text-based chat can be divided into two cate-
forms, etc) not in person or over the phone.”
gories: chat using instant messaging and chat using commercial

applications. Chat using instant messaging (IM) are commonly used
Form of digital reference
by some libraries especially in USA and UK because of its low cost
Digital reference services currently can be categorized into two
and the services are mostly free. There are many kind of IM that
category: Asynchronous transactions and synchronous transactions.
can be use whether use it as a normal chat applications like Yahoo!
Asynchronous transactions is a transaction that have time delay
Messenger, ICQ, Windows Live or embedded application to the
between a question and answer. This category of transactions in-
libraries website such as Jabber or Meebo. Utilizing IM for refer-
cludes e-mail, web forms and Ask-A services. E-mail is the most
ence services allows a patron or user to contact the library from any
used format in this digital era. User sends an e-mail to the library
location via the internet. This service is like the traditional reference
with a reference query, supplying whatever information he or she
interview because it is a live interaction between the patron and the
feels is necessary. The library may reply by e-mail, phone, fax,
librarian.
letter, etc. (Wan Kadir, 2006). Web forms can be initiated from

designated web site. Web forms are created for digital reference
services in order to help the patron to be more productive in asking

their question. This document helps the librarian to locate exactly

what the patron is asking for. Creation of web forms requires design

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