Computer ethics or netiquette

Title of the article: Virtual reference services: implementation of professional and ethical standards

Author: Shachaf, P.

Publisher: American Society for Information Science and Technology

URL: http://hdl.handle.net/10760/12412

The American Library Association’s Reference and User Services Association (RUSA) and International Federation of Library Association (IFLA) Reference and Information Services Section have both guidelines for user-reference services. The American Library Association also has its code of ethics which guides reference librarians in providing information to all requesting patrons by providing the highest level of service through appropriate and usefully organized resources and unbiased service policies. A study was conducted for evaluating virtual reference service and found low levels of adherence to the guidelines set by RUSA and IFLA. However, the virtual environment may help in providing unbiased reference services because in the virtual environment social cues, context and non-verbal behavior are reduced. Another study was conducted in which the virtual reference services were assessed through their timely response, reliability and courtesy. The study found that e-services provided by reference librarians are timely attended to, reliable and courteous. Though this second study, virtual reference service may provide unbiased services. In conclusion, librarians must be aware and sensitive to the professional standards and ethical guidelines set internationally in their provision of virtual or e-reference service.

Three things I learned from my Reading Assignment:

1. There are guidelines which exist for the provision of effective library reference service provided for by International Federation of Library Association (IFLA) and American Library Association (ALA) in which librarians must follow in providing reference service. 
2. Virtual or E-Reference Services of the library enables an environment which has reduced social interaction. Through the reduction of social interaction, bias to the provision of information may also be reduced.
3. Librarians must follow the three important characteristic of effective reference service; these are timely response, reliability and courtesy.

Application or Implication of the new things I learned to my work:

    Virtual or E-referencing is a capability brought about by capability of the internet.  Professional librarians should provide effective reference service to their clients. These can be provided for by providing information using the email as quickly as can be given, answering questions efficiently and correctly and with approachability, friendliness and politeness.