I went to a session on Virtual Worlds at the 2008 OLA Conference that looked at Second Life as a venue for all kinds of business operations, including library reference work. Apparently there are a series of islands within Second Life called the Information Archipeligo, in which staff from 50 libraries around the world offer reference support to any person (avatar) who wanders in with a question.
Some of the librarians in the audience seemed dubious as to the value of this sort of library interface. But it might be a useful resource for bridging the informational divide between some populations. Virtual Reference may be one more avenue to making the library more accessible and user friendly to populations that think the library is outdated, or has nothing of value to offer their particular interest group. It seems plausible…
UPDATE: If not Second Life, perhaps MySpace, FaceBook or World of Warcraft could be a venue for virtual reference? If not now, perhaps in ten or twenty years? See the comments for my discussion of the pros and cons of virtual reference with another session attendee.
Truth be told you’d be better off setting up a ref desk service in RuneScape or WoW or webkinz or penguin club- because your chances of bumping into a patron in your service area are much much much better in those places. Or better yet create interfaces that integrate with Myspace, Facebook, etc so your patrons can use them where they spend more time. And it’s patrons in our service area we need to focus on – because they are the ones that need to vote Yes on issues that impact our tangible buildings (this applies to colleges too). Not that virtual patron in the other side of the continent or world.
Also, – the chances of you bridging any information divide is slim – because those that use 2nd Life already have the higher speed connections, decent processors, graphic cards and home computers and will most likely be in the demographic which don’t really use your library. And unless your library is already offering downloadable books, audios, music, movies what does your library have to offer a virtual patron besides databases filled with journal articles and genealogy information?
Now if you want to look at 2nd life as a means for staff development and training for the real world- that’s completely different. But at this point in time with the digitial divide Librarians are really fooling themselves thinking its a good place to serve our patrons online.
Of course I am Michael’s (the presenter’s) nemesis on this – so I have to have a good argument since my 2nd life avatar doesn’t have the tight tight muscle shirt and groovy glasses.
– but remember I also say this as one of the few “Virtual Library Managers” in the state.
Excellent points, all! I had not thought about how serving the virtual customers in your area is important to the passage of bonds and such. I was sitting on my cloud of idealism again, just thinking about connecting people with information, no matter where they are in the physical world.
I wasn’t really thinking that using Second Life would help bridge the digital divide. As you say, those using Second Life clearly have technology within their reach and a good grasp of basic operation. I was thinking more of those in the gaming community who think the library is outmoded, dull, and not user-friendly. Trying to lure in those who think the library has nothing to offer them.
The presentation video also mentioned some physically challenged individuals who use Second Life as a means to escape the confines of their disabilities. I don’t know how common such usage is, or if it will increase in the future, but in the case of customers with limited mobility, it seems Second Life could in the forseeable future offer a means for serving that population.
I think you’re right that Second Life may have value as a field for staff development training. Certainly other businesses seem to be finding it useful as such. You offer an interesting idea as to libraries establishing a presence in WoW or MySpace. If librarians need to go where the people are, well, they are certainly there. I’m not sure I personally would relish working in any of these virtual venues, but it’s worth thinking about.
As Michael said, these virtual worlds are barely out of their infancy. It’s hard to say how many people will use them in 20 years, or 50 years. At this point, I’m not ready to write off virtual worlds–whether MySpace, Second Life, or WoW–as an invalid means to provide customer service. WHo knows what the future will bring? Nonetheless, thank you for your comments and perspectives! You offer valid concerns, and they are greatly appreciated.
lol – the funny thing is gamers do use libraries. You’ll find your MMORPGers to be some of your most literate gamers. I’ve been a guild leader for 4 years now – and my guild has known the entire time I’m a librarian.
By promoting my work and keeping my guild informed it has encouraged them to use a library more – we even have a book discussion section on our website. Heck I’ve even answered reference questions for term papers online while battling dragons, trolls and other mystical beasties. SO much more fun than sitting in 2nd life waiting for someone to show up.
The only group of gamers that may not use the library are FPSers – and honestly the best way to get them in would be doing in house programming related to their games – such as speakers on future military tech or even veterans of great battles to talk about similarities between the games and the real thing and promote at local game stores to pull in an audience.
also, keep in mind virtual worlds are good for persons with some physical disabilities but for visually impaired folks they are almost completely inaccessible. And with Section 508 looming on the horizon for us all its important to keep that in mind.
- btw – very nice blog
Ah, more good points…
And thanks!
That was some funny stuff. Thanks!