Abstract:
The Internet enables global dissemination and
retrieval of information at any time, as a result, it has
a tremendous impact on how libraries provide
reference services to this new web-based clientele.
One impact is the increase in off-site library users
who make in-person reference interviews impossible.
To serve this new 'cntele, academic libraries are
setting up electronic reference services to meet offsite
information needs. This new approach is not
without challenges. It requires effective humanmachine
connections to provide smooth reference
transactions since librarian-patron contact happens
solely through computers. The most challenging
aspect of providing electronic reference services to
off-site users is deciding when patrons need help. If
their needs are not detected, many unsuccessful
searches will go undiscovered and end-users may
never fmd the information they were seeking. To meet
this challenge, pertinent information technology is
needed to track web traffic patterns and user behavior
(e.g. web mining), addressing immediately the
difficulties encountered by end-users. The machine's
capability to track potentially unsuccessful searches
depends on human experts' ability to identify trouble
signs, and add value to the electronic transaction
experience with their experiences and skills. This
paper's emphasis is on human-computer connections
relating to reference librarians' application of web
mining technology to transfer their experiences and
skills from the reference desk to the web environment.
It examines web mining techniques and their potential
to assist different library functions. A scenario is used
to conceptualize a model that can effectively apply
web mining technology to perform various functions
of electronic reference services. It also proposes a
methodology that librarian can adapt in offering
mediation during the search at patrons' discretion.
The main goal is to provide more seamless electronic
reference transactions. Discussion of library
professionals' roles in human-computer interactions
in the electronic world follows.
