Minutes - January 9, 2003
Members Present: Joe Barker (UCB), Patrick Dawson (UCSB),
Heather Tunender (UCI), Ken Firestien (UCD), Donald Barclay (UCM), Alice Kawakami
(UCLA), Frank Gravier (UCSC), Susan Jurist (UCSD), Vicki Bloom (UCR), Peggy
Tahir (UCSF), Roy Tennant (CDL).
1. Joe Barker was elected to Chair this committee.
2. Committee briefly discussed the charge to the committee
and the goals and objectives as outlined by SOPAG.
3. Committee members introduced themselves and provided information
regarding the status of digital reference on their campuses.
Campus Reporting:
UCSD
Currently not providing digital reference. A committee had investigated
and put forward recommendations but no action has ensued
UCLA
Currently providing digital reference using 24/7 (eGain) software (several
libraries participating). Library running the software on server provided
by MCLS to test how to solve proprietary database problem. Digital reference
sessions are conducted from offices.
Hours: M-Th 11am-9pm, F 11am-5pm
UCD
Currently providing digital reference using 24/7 (eGain) software (Health
Sciences and Veterinary Science Libraries). Digital reference sessions are
conducted from service desks.
Hours: M-F 10am-5pm
UCI
Currently providing digital reference using 24/7 (eGain) software (all
three campus libraries participating). Library running the software on its
own server.
Hours: M-Th 10am-6pm, F 10am-3pm
CDL
Currently not providing digital reference. Roy Tennant serves on Docutek
Advisory Board (produces a live ref system).
UCB
Currently not providing digital reference. Libraries have been exploring
digital reference for three years and have their own server for use of 24/7
(eGain) software. Librarians ran a 3-month/8 hrs per week test of the software
and at end of testing period did not conduct a live pilot project due to the
instability of the software and technical problems encountered.
UCM
Currently not providing digital reference. Campus scheduled to open
Fall 2004 with 5 FTE library staff. Interested in digital reference possibilities.
Donald Barclay tested Convoy digital reference software at his last job.
UCSF
Currently not providing digital reference. Peggy Tahir has written
a draft plan for digital reference and forwarded to current acting head of
Public and Information Services. With opening of new campus at Mission Bay,
the Library is interested in exploring digital reference as a way to reach
patrons in remote locations.
UCSC
Currently not providing digital reference. Development of digital reference
service is included in the Library's list of projects for 2003/2004.
UCR
Currently not providing digital reference. Library acquired a test
account for 24/7 (eGain) software but has not tested.
UCSB
Currently providing digital reference using LSSI (eGain) software.
Digital reference sessions are conducted from service desks (when double-staffed)
and from offices.
Hours: M-F 9am-5pm
4. Committee developed a list of features essential or desired
in a digital reference software package.
Digital Reference Software Features List
§
Chat
§
Page pushing (cut & paste)
§
Escorting
§
Co-Browsing
§
Form sharing
§
Voice over IP
§
Video/photo capability
§
Conferences, classrooms
§
Pointer tracking synchronicity
§
Synchronized scrolling
§
Text highlighting
§
User authentication
§
Integration with local proxy server/VPN
§
Desktop access (ability to access computer desktop, show other programs, etc.)
§
Application mirroring (ability to show one application; i.e., how to download
into EndNote)
§
Reliability
§
Session transcripts to users
§
Server logs
§
Statistics
§
Ability to work using multiple browsers
§
Ability to work using multiple operating systems/platforms
§
Use ASP or local server
§
Ability to write scripts (shared or local)
§
Ability to store common URLs, bookmarks
§
Alert agent when call comes in (possible advanced feature to transfer alert
to pagers, cell phones etc.)
§
Vendor has good customer service and training
§
ADA compatibility
§
Queuing of additional patrons
§
Pop-up questionnaire
§
Customizable patron interface (by patron)
§
Customization of screens by agent
§
Branding capability
§
Patron anonymity
5. Action items were agreed upon.
Action Items
§
Roy Tennant will set up two listservs: One for the committee, and one to be
activated at a later date for communicating campus-wide
§
Peggy Tahir will write up the minutes, including the list of digital reference
software features and send to Joe Barker to be distributed to the committee
members
§
Vicki Bloom, Patrick Dawson and Frank Gravier will investigate ARL libraries
working consort ally to provide digital reference services and report back
to the committee with information concerning software, staffing, challenges
and successes in their ventures
§
Susan Jurist will develop a website for the committee. The URL is http://orpheus.ucsd.edu/csj/drcig
§
Susan Jurist will post members names and email addresses, and links to guidelines
and competencies for digital reference already in place at UCLA and UCI to
the website
§
Committee members will review guidelines and competencies for digital reference
in place at UCLA and UCI
§
Committee will examine current digital reference software, relative to the
list of desired features and invite a number of vendors to demonstrate their
software to the committee (host a 'software forum')
§
Committee members will email Joe Barker with any dates they will be out of
town for meetings, etc. during the next several months to aid in planning
future meetings
6. Committee members discussed possible future meetings.
CDL was selected as the location for the next meeting (to be scheduled later
in February or March).
Respectfully submitted,
Peggy Tahir
