LIBSMART ASSISTANT – nowy standard komunikacji bibliotecznej w przestrzeni wirtualnej
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Date
2014
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LIBSMART ASSISTANT - a new standard of library communication in an online environment
Abstract
Wejście w erę wirtualizacji usług, pojawianie elektronicznych zasobów informacyjnych, aplikacji informatycznych wspomagających pracę bibliotekarzy i użytkowników, to kolejny przełom w historii bibliotekarstwa. Czy biblioteka w obliczu tych zmian powinna konsekwentnie wdrażać technologie, dzięki którym jej użytkownik, tam gdzie to prawnie możliwe, skorzysta z treści zapisanej elektronicznie, z dala od gmachu biblioteki, czy też traktować to jako potencjalne zagrożenie jej istnienia? Wzrastające statystyki korzystania z e-usług wskazują, że czytelnicy bardzo szybko oswajają się z implementowanymi zmianami: zamawiają i rezerwują książki, zdalnie prolongują, korzystają z baz i elektronicznych czasopism, bibliotek cyfrowych czy też cyfrowych repozytoriów wiedzy. Bibliotekarze odpowiadają więc na zapotrzebowania czytelników – organizują, przybliżają i udostępniają wiedzę zapisaną na nowych nośnikach. Równocześnie, w ślad za tym, do sieci przenoszona jest także działalność edukacyjna i informacyjna bibliotek. W artykule przedstawiony został standard komunikacji bibliotecznej nawiązywanej i utrzymywanej w przestrzeni wirtualnej, za pośrednictwem oprogramowania LIBSMART ASSISTANT. Ta innowacyjna, działająca w chmurze usługa biblioteczna, dedykowana bibliotekom wszystkich typów, umożliwia nawiązywanie kontaktu między czytelnikiem, a bibliotekarzem z wykorzystaniem bogatego wachlarza środków komunikacyjnych, takich jak chat, mail, helpdesk, Skype. Szczegółowo zaprezentowany zostanie moduł konsultanta, pozwalający na: kategoryzowanie zgłoszeń i ich archiwizację, budowę bazy FAQ, czy polecanych adresów oraz integrację platformy z systemem bibliotecznym. Omówione też zostanie znaczenie LIBSMART ASSISTANT jako mechanizmu umożliwiającego zbieranie transparentnych danych statystycznych biblioteki wirtualnej.
The emerging new era of virtualization of services, along with the growing awareness on the advantage and availability of electronic information resources, relevant supporting IT applications that make the work of librarians and users easier and more accurate, mark another breakthrough in the history of librarianship. All these changes, however, call for revamped roles and new competencies among library professionals and make them realize about potential challenges. Should the library consistently implement technologies that would eventually enable its user to take advantage of, wherever it is legally possible, remotely accessible content in electronic form, or should it rather regard the new opportunities as a potential threat to its very survival? Growing usage statistics of e-services clearly indicate that readers are very quick to learn and adjust to all implemented changes in library services: they search, locate, order and make reservations of books, remotely renew loans, make use of databases and electronic periodicals, digital libraries or digital repositories of knowledge. It is the obligation of the librarian then to interpret services of the library to users in response to the needs of readers -- to organize, administer and facilitate access to knowledge available through new technologies. This is followed by a concurrent transfer of educational and informational activities to online platforms. In our presentation, a new standard in library communication, established and maintained in virtual space through the LIBSMART ASSISTANT automation software, will be presented. This innovative multi-user application operating in the cloud and dedicated to libraries of all types, enables the librarian to expand library services and to establish contact with the reader by taking advantage of a vast array of diverse communication means, such as chat, mail, helpdesk and Skype. A particular attention will be given to the consultant module, which will be discussed in detail. The module makes it possible to categorize calls (inquiries) and archive them, create a FAQ database or a database of recommended addresses, as well as enables an integration of the platform in a library system. In addition, the significance of LIBSMART ASSISTANT as a mechanism for gathering transparent statistical data of a virtual library will be also discussed.
The emerging new era of virtualization of services, along with the growing awareness on the advantage and availability of electronic information resources, relevant supporting IT applications that make the work of librarians and users easier and more accurate, mark another breakthrough in the history of librarianship. All these changes, however, call for revamped roles and new competencies among library professionals and make them realize about potential challenges. Should the library consistently implement technologies that would eventually enable its user to take advantage of, wherever it is legally possible, remotely accessible content in electronic form, or should it rather regard the new opportunities as a potential threat to its very survival? Growing usage statistics of e-services clearly indicate that readers are very quick to learn and adjust to all implemented changes in library services: they search, locate, order and make reservations of books, remotely renew loans, make use of databases and electronic periodicals, digital libraries or digital repositories of knowledge. It is the obligation of the librarian then to interpret services of the library to users in response to the needs of readers -- to organize, administer and facilitate access to knowledge available through new technologies. This is followed by a concurrent transfer of educational and informational activities to online platforms. In our presentation, a new standard in library communication, established and maintained in virtual space through the LIBSMART ASSISTANT automation software, will be presented. This innovative multi-user application operating in the cloud and dedicated to libraries of all types, enables the librarian to expand library services and to establish contact with the reader by taking advantage of a vast array of diverse communication means, such as chat, mail, helpdesk and Skype. A particular attention will be given to the consultant module, which will be discussed in detail. The module makes it possible to categorize calls (inquiries) and archive them, create a FAQ database or a database of recommended addresses, as well as enables an integration of the platform in a library system. In addition, the significance of LIBSMART ASSISTANT as a mechanism for gathering transparent statistical data of a virtual library will be also discussed.
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Libsmart assistant, wirtualne usługi komunikacyjne, virtual reference services, live reference, cloud computing, usługi biblioteczne, library services
Citation
Karwasiński, Piotr; Karwasińska, Emilia, LIBSMART ASSISTANT – nowy standard komunikacji bibliotecznej w przestrzeni wirtualnej: W, IV Wrocławskie Spotkania Bibliotekarzy. Z problemów bibliotek naukowych Wrocławia 11, Danuta Dudziak; Mirosław Ziółek, (red.), Wrocław 2014, s. 57-74.