Reinventing Virtual Reference Services during a Period of Crisis: Decisions that Help Us Move Forward.

This article focuses on providing virtual reference services at the MCPHS University Libraries as a response to the physical space closing due to the COVID-19 pandemic. The study emphasizes the importance of interdepartmental collaboration between all library staff members, and highlights important enhancements implemented to successfully meet the growing demand for live chat services and research consultations. Enhancements include expanding online chat hours, offering individualized virtual reference sessions, and integrating Zoom functionality into LibAnswers platform. Extensive data findings allowed for critical decision-making about eliminating the reference desk on one of the campuses, training student workers, and scheduling library staff for virtual services.

Practical Changes in Reference Services: A Case Study.

Between 2018 and 2019, the librarians at the Strauss Health Sciences Library improved the efficiency and reach of their reference service by implementing four small-scale changes. These changes included revising the method of collecting statistics, creating FAQs, utilizing an appointment scheduler, and launching proactive chat. This case study will provide the background and research to support these changes, details on how the changes were implemented using Springshare tools, as well as the results and implications. Finally, the librarians will share their lessons learned along with recommendations for institutions interested in adopting similar changes.

Adapting to Remote Library Services during COVID-19.

In response to the COVID-19 pandemic and the subsequent Stay At Home order, the Southern Illinois University Medical Library utilized new technologies and implemented new virtual service models in order to improve internal communication, and to continue providing services and resources to patrons remotely. The changes happened quickly, and the librarians faced several challenges during this time, but things went smoothly overall and there were some considerable silver linings. Several of the newly adopted technologies, service models, and virtual resource offerings proved to be extremely effective and their use will continue beyond the duration of the pandemic.

Servicios de información y referencia en el ámbito estudiantil universitario mexicano y su relación potencial con las tecnologías móviles / Information and reference services in the Mexican university student field and its potential relationship with mobile technologies

Resumen El propósito del presente artículo se enfoca en exponer los resultados de un estudio llevado a cabo en la comunidad universitaria del Colegio de Bibliotecología de la Universidad Nacional Autónoma de México (UNAM), que pretende cimentar un camino para identificar los aspectos necesarios que permitan una posible integración de servicios de información y referencia en tecnologías móviles acordes al perfil específico de la comunidad mencionada; para ello, se describen los servicios de información y referencia disponibles, las tipologías de Apps móviles actuales y se explora un panorama general de las Apps en el ámbito bibliotecario mexicano; posteriormente, se describen los elementos que permitieron el diseño de una encuesta como mecanismo de recolección de datos, para analizar los resultados de dicha pesquisa y, por último, establecer los datos relevantes de los entrevistados e identificar su valor potencial para una posible implementación de servicios hacia el entorno móvil.

Abstract The purpose of this article focuses on presenting the results of a study carried out on the university community of the School of Library Science of UNAM in Mexico, this aims to lay the groundwork for identifying the necessary aspects that allow a possible integration of information and reference services in mobile technologies according to the specific profile of the aforementioned community; to this end, the information and reference services available and the current types of mobile Apps are described along with an overview of the Apps in the Mexican library field are explored. Subsequently, we described the elements that allowed the design of a survey so it can be used as a data collecting mechanism, to later analyze the results of this research, and finally establish the relevant data of the interviewees and identify it´s potential value for a possible implementation of services towards the mobile environment.

Not All Library Analytics are Created Equal: LibAnswers to the Rescue!

The reasons for implementing and the advantages of switching to the Reference Analytics system, a part of the Springshare LibAnswers platform, for collecting reference statistics at a three-campus university library are described. The benefits of using this web-based product are highlighted based on the comparison with the previously used analytical tools and the annual statistical data. Transitioning to Reference Analytics allowed librarians to take advantage of such features, as seamless access to reference transactions, easy customization, cross-tabulation, and data visualization, proving beneficial for overall library reference services.

Evolución del concepto producto y servicio en la biblioteca: organización orientada al servicio e intensiva en conocimiento / The library, service-oriented and knowledge-intensive organization

Resumen El presente artículo tiene por objeto el análisis de lo que significa la biblioteca como organización orientada al servicio e intensiva en conocimiento. El supuesto del que se parte es que se ha aseverado que una característica de la biblioteca es ser una institución pionera en la prestación de servicio, y en el contexto de la sociedad de la información y del conocimiento adquiere un papel trascendental. Sin embargo, la respuesta que esta institución presente a la sociedad no solo debe ser externa, también hay que plantear nuevos marcos conceptuales que permitan entender de qué forma la organización interna de la biblioteca se debe reconfigurar, entendida como una organización intensiva en conocimiento. Así que la principal conclusión es que la biblioteca es de tipo rutinaria con alto grado de especialización e integra elementos simbólicos, y para su adecuado funcionamiento necesita tener un alto grado de comunicación entre sus integrantes.

Abstract This article aims at the analysis of what mean the library as a service and knowledge-intensive organization. The assumption that splits is that he has asserted that a feature of the library is an institution be pioneer in the provision of service and in the context of the information society and knowledge acquires a transcendental role. However, the response submitted to the society not only should be external, also must be new conceptual frameworks that allow to understand of how the internal organization of the library you must reconfigure understood as a knowledge intensive organization. So, the main conclusion is that the library is routine with a high degree of specialization and integrated symbolic elements and for its proper functioning requires a high degree of communication between its members.

Implementación de servicios de referencia móvil en la Biblioteca de la Corte Interamericana de Derechos Humanos: el uso de Whatsapp y SMS / Implementation of mobile reference services in the Library of the Inter-American Court of Human Rights: the Whatsapp and SMS use

Resumen Se expone, en detalle, el proceso de implementación de dos servicios de referencia en la Biblioteca de la Corte Interamericana de Derechos Humanos, mediante el uso de dispositivos y aplicaciones móviles. Los servicios implementados son la atención de consultas por mensaje de texto (SMS) y el envío de alertas informativas a través de Whatsapp. Se abordan detalles de la instalación, las pruebas del servicio y las políticas de implementación. Se concluye que las nuevas tecnologías móviles están brindando a las bibliotecas modernas posibilidades de ofertar sus servicios, dando al usuario la capacidad de utilizar los recursos de la unidad de información sin desplazarse físicamente al edificio; estas posibilidades no necesariamente requieren de una alta inversión presupuestaria para llevarlas a cabo.

Abstract The process of implementation of two reference services in the Library of the Inter-American Court of Human Rights is presented in detail through the use of mobile devices and applications. The services implemented are the attention of queries by text message (SMS) and the sending of informational alerts through Whatsapp. Installation details, service testing and implementation policies are addressed. It is concluded that new mobile technologies are giving libraries new possibilities to offer their services, giving the user the ability to use the resources of the information unit without moving physically to the building. These new possibilities do not necessarily require a high budget investment to carry them out.

Adding a Feature: Can a Pop-Up Chat Box Enhance Virtual Reference Services?

Online users seek help from virtual reference services via email, phone, texting, and live chat. Technologies have enabled new features in library websites to help make this service more accessible and effective. This article is an evaluation of an experimental pop-up live chat box on the website of a health sciences library to see whether the feature would enhance virtual reference services.

Comparative evaluation of the Bio-Rad Geenius HIV-1/2 Confirmatory Assay and the Bio-Rad Multispot HIV-1/2 Rapid Test as an alternative differentiation assay for CLSI M53 algorithm-I.

INTRODUCTION: The CLSI-M53-A, Criteria for Laboratory Testing and Diagnosis of Human Immunodeficiency Virus (HIV) Infection; Approved Guideline includes an algorithm in which samples that are reactive on a 4th generation EIA screen proceed to a supplemental assay that is able to confirm and differentiate between antibodies to HIV-1 and HIV-2. The recently CE-marked Bio-Rad Geenius HIV-1/2 Confirmatory Assay was evaluated as an alternative to the FDA-approved Bio-Rad Multispot HIV-1/HIV-2 Rapid Test which has been previously validated for use in this new algorithm. METHODS: This study used reference samples submitted to the Canadian - NLHRS and samples from commercial sources. Data was tabulated in 2×2 tables for statistical analysis; sensitivity, specificity, predictive values, kappa and likelihood ratios. RESULTS: The overall performance of the Geenius and Multispot was very high; sensitivity (100%, 100%), specificity (96.3%, 99.1%), positive (45.3, 181) and negative (0, 0) likelihood ratios respectively, high kappa (0.96) and low bias index (0.0068). The ability to differentiate HIV-1 (99.2%, 100%) and HIV-2 (98.1%, 98.1%) Ab was also very high. CONCLUSION: The Bio-Rad Geenius HIV-1/2 Confirmatory Assay is a suitable alternative to the validated Multispot for use in the second stage of CLSI M53 algorithm-I. The Geenius has additional features including traceability and sample and cassette barcoding that improve the quality management/assurance of HIV testing. It is anticipated that the CLSI M53 guideline and assays such as the Geenius will reduce the number of indeterminate test results previously associated with the HIV-1 WB and improve the ability to differentiate HIV-2 infections.

Would CLSI M53-A have helped in the diagnosis of HIV in Canada? Results of the performance of Canadian laboratories participating in a recent NLHRS proficiency testing panel containing HIV-1 antigen positive (antibody negative) and HIV-2 samples.

INTRODUCTION: The Clinical and Laboratory Standards Institute recently published M53-A, Criteria for Laboratory Testing and Diagnosis of Human Immunodeficiency Virus (HIV) Infection; Approved Guideline (2011), which includes a state of the art algorithm for identifying HIV-1 acute and HIV-2 infections. To assess the ability of Canadian laboratories to detect these sample types and the impact of M53-A, the National Laboratory for HIV Reference Services distributed a special proficiency testing panel. METHODS: HIVS425-2012Nov22 was sent to 42 laboratories across Canada. It contained one HIV negative sample (B), two HIV-1 positive samples (A and E), one HIV-2 positive sample (C) and one HIV-1/2 antibody negative-HIV-1 antigen positive sample (D). Data was collected and analyzed using DigitalPT; a standardized on-line tool. RESULTS: Forty-one laboratories returned results. Sample B (HIV negative) was identified by 95% of laboratories (39/41) and samples A and E (HIV-1 positive) by 98% (40/41). No laboratory identified sample C as HIV-2 positive, although 85% (35/41) detected reactivity prompting a referral for further testing. The remaining laboratories identified sample C as HIV-1 positive (4), indeterminate (1) or gave no final status (1). Sample D (HIV antibody negative-antigen positive) was correctly identified by two laboratories as HIV-1 antigen positive while 78% (32/41) detected reactivity, recommending further testing. One laboratory did not provide a final status. Alarmingly, six laboratories called this sample HIV negative. CONCLUSION: Although there is a high quality of HIV testing across Canada, introduction of the M53-A guideline would further improve the ability of laboratories to diagnose HIV-1 acute and HIV-2 infection.

El modelo FRBR en el servicio de referencia y su implementación en los catálogos automatizados / The model FRBR in the reference service and its implementation in automated catalogs

Los catálogos en linea u OPACs (Online public access catalog) que paulatinamente se están implementando en las organizaciones de información, son utilizados tanto por referencistas como por usuarios finales, quienes necesitan que la visualización de los registros bibliográficos permita una comprensión clara, definida y con precisión de la información recuperada. En el presente trabajo se exponen las potencialidades para una mejor visualización de los registros bibliográficos que ofrece, fundamentalmente para el servicio de referencia, la implementación del modelo de requisitos funcionales para registros bibliográficos (FRBR) en los catálogos en línea de las organizaciones de información. Tales beneficios se manifiestan en la descripción bibliográfica, el almacenamiento de datos, la formulación de búsquedas bibliográficas y la recuperación de información. Se toma el catálogo mundial WorldCat como ejemplo de aplicación del modelo FRBR. Se recomienda valorar el trabajo manual y capacitación del personal bibliotecario requerido para implementar este modelo conceptual, así como tener en cuenta el costo de inversión de su generalización en los catálogos de las bibliotecas.

Online catalogs or OPAC (Online Public Access Catalog) which are gradually being implemented in organizations of information are used by both end users and reference librarians, who require the display of bibliographic records allow a clear, defined and accuracy of the information retrieved. The present study discusses the potential for better visualization of bibliographic records offered, primarily for reference services, by the implementation of the model of functional requirements for bibliographic records (FRBR) in online catalogs of information organizations; these benefits are manifested in the bibliographic description, data storage, in developing a literature search and information retrieval. The WorldCat global catalog is taken as an example of implementing the FRBR model. It is also recommended to assess how much manual work and training of library staff is needed to implement this conceptual model and take into account the capital cost of its general implementation in the libraries catalogs.