TO BUY OR NOT TO BUY:

TO BUY OR NOT TO BUY: Managerial Considerations in Providing Electronic Reference Resources

Diane R. Tebbetts

University of New Hampshire Library
Durham, NH 03824-3592, USA
E-mail: Diane.Tebbetts@unh.edu

In the library environment of the late 1990's, the provision of reference sources is no longer a simple question of whether or not to purchase an index or any other reference tools. Once a library has determined that it needs a particular resource, it then needs to decide how to provide it. Of course, the question of print versus electronic is a primary decision. The enhanced features that electronic resources provide -- such as comprehensive coverage, powerful searching tools, instantaneous retrieval, remote access, and downloading capabilities -- make them very desirable additions to the reference collection (Salisbury, 1994, p. 167). If the library decides to provide a particular item in electronic form, then there are several more decisions that need to be made. "Collection managers and developers face some of the greatest challenges in management as they realign from the simple buy-buy philosophies, even within restricted budgets, to manage the entirety of their operations from selection -- in whatever form, for example print or electronic -- to use of that material either by loan or registered network access. If they don't then it could well be 'bye-bye' instead!" (Steele, 1993, p. 398)

Electronic reference resources can be provided in any number of ways from locally mounted tapes to CD-ROMs to remote databases. The library needs to determine the best way to supply the resource that will meet its needs, conform to the local circumstances, and be most cost-effective. "It should be a major goal of every library to provide access to information at the lowest possible cost to users. This involves reducing barriers to user access to information, minimizing the number of bibliographic interfaces, educating users, optimizing interface design, and providing efficient data handling. All of these issues affect the ease of access to information that users experience. To put it in economic terms, each issue must be addressed if the personal investment of time involved in seeking information is to be minimized for each patron" (Meyer, 1993, pp.173-4). This paper will explore the various options and the factors that should be considered in the decision-making process.

Electronic reference resources have been available for a number of years, and the availability and options are increasing. "If you visit the reference department of any academic research library in the United States or Canada, you see electronic reference services at work. Shelves of printed almanacs, directories, atlases and even a few abstracts/indexes compete for space with OPAC terminals, networked banks of CD-ROM workstations, standalone multimedia computers, computer-assisted tutorial stations and online search service access points" (Tenopir and Neufang, 1995, p. 67).

One of the earliest ways of providing electronic reference resources was by means of accessing remote online search services such as DIALOG. These online search services have been readily available since the mid 1970's. They started out as the byproduct of the computerization of the publishing process and quickly became an essential reference capability for fast access to the latest information in a wide-ranging number of indexes and abstracts. Throughout the 1980's these services expanded their offerings and enhanced their retrieval software. Libraries paid for the services on-demand and debated whether to pass on these costs to their users.

In the beginning, the searches of these remote databases were performed by librarians because of the expertise required to efficiently search the databases and because of the pricing determined by the time spent on the system. These services were called intermediary online search services. Although there are other means of providing access to electronic databases, libraries still are making these services available. A recent survey of the ARL (Association of Research Libraries) member libraries indicates that almost all libraries still offer intermediary online search services and charge all or some of their users for the service. While DIALOG is the most popular, there are a number of services that are being accessed including LEXIS-NEXIS, WESTLAW and Data-Star, but the use of other services such as BRS and Wilsonline is declining (Tenopir and Neufang, 1995, p. 69).

Access to remote databases has evolved from intermediary or librarian-assisted searching to end-user searching as the systems become easier to use and the interfaces more user friendly. FirstSearch produced by OCLC has become a major player in this category. According to the recent ARL survey, more than 35% of ARL academic libraries offer FirstSearch because its pricing options (subscription or per-search) and its "self-destruct" passwords make it easier for libraries to control costs and security. Other end-user services being offered include RLG's Eureka and CARL's UnCover. There seems to have been a decline in the number of libraries charging for end-user search services (Tenopir and Neufang, 1995, p. 70).

Remote online search services are still a viable option for electronic reference resources although there seems to be a trend away from intermediary based searching to end-user searching and from fee-based services to free services.

CD-ROM reference products are being widely used in academic libraries. The recent ARL survey indicates that over half of the respondents provide more than 60 titles on CD-ROM. Reference resources on CD-ROM have become extremely popular because they are fairly easy to install, the costs are predictable, good searching capabilities are available, and they can be searched by the users themselves.

When CD-ROMs first became popular, libraries installed standalone workstations. Soon, however, it became apparent that this type of arrangement could not support the high numbers of users needing to search the databases. To support multiple users, the CD-ROMs were mounted on LANs (Local Area Networks). This allowed multiple databases to be made available from several workstations or one database available to several users simultaneously. Currently, three-quarters of the CD-ROM installations in ARL academic libraries are running on LANs (Tenopir and Neufang, 1995, p. 69).

The latest development in the CD-ROM applications is to make them available over a campus network or via dial-up capabilities. This, of course, widens the access to the electronic resources beyond the library to remote users on and off campus. At the present time, CD-ROM is one of the most popular forms of electronic reference products and is being widely used in academic libraries.

This option for providing reference resources is also very popular because the tapes can be loaded on the library's local system and accessed through the OPAC. This provides an easy point of access very often with a common search protocol. Seventy-four percent of ARL libraries offer tape-loaded databases. In fact, after Internet access, this was the fastest-growing option. However, an even greater percentage had been predicted so this option may be slowing down with the availability of Internet access (Tenopir and Neufang, 1995, p. 68).

Locally mounted tapes do provide many attractive features. Access is available from any of the OPAC workstations, the searching protocol of the library's local system can be used to access the databases provided on the system, and, if the local system is networked, remote access to the databases is provided as well as to the OPAC.

At this time, most of the locally mounted tapes are bibliographic databases. However, some full-text databases are being offered as well as a few image databases. It is likely that tape-loading of these types of databases will increase in the future.

The newest option for providing electronic reference sources relies on access through the Internet. A wide variety of bibliographic databases, ready reference resources, directories, and full-text resources are available over the Internet. As well as providing gopher access, more and more libraries are offering web browsers to search the World Wide Web. Some of the access points are from dedicated workstations while others are from the OPAC workstations. Some local systems are now offering web browsers for the OPAC interface which then provide an easy interface to the Web and its multitude of resources.

As the ARL survey indicates: "Patron access to the Internet is the newest reference service to be supported in most academic libraries, and has been enthusiastically embraced by research librarians. As of 1994, 77 percent offer patron access to the Internet." (Tenopir and Neufang, 1995, p.70).

Both commercial and non-commercial sources are available over the Internet. Remote databases including DIALOG and FirstSearch are now available on the Web and searchable by the powerful and user-friendly Web browsers. The interface of these services with an OPAC that also employs the Web browser search capability makes the connections seamless and easy for the patron to search. This approach is a powerful addition to the options available to libraries contemplating providing electronic reference resources for their patrons.

In determining which electronic option to choose for a specific reference resource, there are many factors that need to be considered. Essential to any discussion is an understanding of the needs of the library and its capabilities. The best option in any given situation is the one that meets the local requirements in the most efficient and cost effective manner. This determination is often database specific and will vary from institution to institution.

Just as the decision to purchase a print resource must be examined based on a prediction of future use, so must an electronic resource be considered on that basis. The more precise estimation of number of users will help determine the best electronic option. In considering electronic options, not only is it important to determine the number of users but even more specifically the number of searches. Many search services calculate prices based on the actual number of searches performed on the system. In making the transition from print to electronic it may be very difficult to determine the number of users with any precision because the statistics are not readily available. Once an electronic source is employed, software packages will keep usage data. However, it is important to remember that use can be calculated in any number of ways including "number of users," "number of searches," "number of commands issued" (Abels, Kantor, and Saracevic, 1996, p. 224).

Of course, there are many factors to be considered in a true cost analysis of options which we will discuss later. However, in a first look at the options it is obvious that the higher the use in terms of number of users or number of searches the more attractive owning the database becomes. Either locally mounted tapes or CD-ROMs provide the capability to accommodate for much higher use with little difference in cost. The limits to usage become dependent on hardware and software capabilities, but in general the higher the use the more cost-effective the resource if it is locally owned and maintained.

Therefore, in any deliberation of electronic resources one of the first considerations must be usage. Traditional methods for determining usage in academic libraries such as curricular offerings, level of programs (Bachelor's, Master's, and Doctorate), numbers of students, and faculty research requirements, all help predict usage in the transition from print to electronic. However, the more precise the usage data the more predictable the cost analysis and, consequently, the easier it will be to choose the best option for a specific database.

Central to any discussion of electronic options is the question of hardware compatibility and capacity. Locally mounted tapes can provide many advantageous features, such as access interfaced with the library's local system so that the user may search the database from the OPAC workstation, possible utilization of a common searching protocol, "unlimited" access to the database, and linkage to the library's holdings. At the same time, to mount tapes on the library's hardware requires adequate storage capacity. While memory is fairly inexpensive, nevertheless these databases can be extremely large. Bibliographic databases, especially if they include abstracts, have significant memory requirements while full-text databases are huge. "...the need for disk space is one of the most significant issues. The question, then, that reference librarians have to decide on, based on use and other factors, is the minimum acceptable period of time for keeping retrospective databases online and what methods will be used to provide access to information prior to the cut-off date" (Salisbury, 1994, p. 169).

The individual library has to determine if it's hardware capacity can support the addition of a locally mounted database or whether it needs to purchase additional memory. In addition, depending on the size of the database, the library has to decide how much to keep readily available online. Another consideration is peripheral equipment. In the case of locally mounted tapes, workstations to access the system become a primary concern. If the database is to be accessible from the OPAC then the capability of the workstation is an important consideration. Whether the workstation is a terminal or a PC will determine downloading opportunities and interfacing possibilities. These questions are intertwined with the system software capabilities.

The CD-ROM alternative also has hardware requirements. They often can be loaded on microcomputers, but as the size of the database increases and the number of CD-ROMs necessary to hold the entire database multiplies, then additional equipment such as disk changers becomes essential. This equipment plus more workstations to access the databases and networking to connect them complicates the implementation of this alternative.

Clearly, hardware becomes a major factor in any consideration of the alternatives for electronic resources.

When considering the options for electronic resources, the local system software and its compatibility with other systems, its receptivity to external databases, and the transferability of its searching protocol become critical factors in determining whether the loading of locally mounted tapes is a viable method for providing the database or whether another option is preferable. Many of the local systems now provide web browsers for their online catalogs. This enables the local system to emulate the searching strategies employed on the World Wide Web including "hot links" to relevant web pages available on the Internet. This web searching capability can link the local system via the Internet to online search services such as FirstSearch making the connection from locally mounted databases to externally maintained databases seamless for the user. Therefore, the feasibility of providing electronic resources from the OPAC depends on the ability of the local system to accept databases and/or to connect to external databases.

A study of the system software and its capabilities is essential before determining which option is most appropriate for a specific installation. Databases may be available from various suppliers so it is important to survey the market and to query the vendor before deciding on a particular source.

In this complex environment of integrated local systems, locally mounted tapes, networked CD-ROMs, interfaced end-user online search services, and Internet-based resources, the support of professional systems librarians becomes essential. To interface all these resources into a coherent system requires expertise in hardware, software, networking and telecommunications. Libraries are finding skilled systems personnel indispensable to the successful integration of electronic reference resources into the library's automated system. In any consideration of options the availability of skilled personnel is a primary concern. Certainly, some options require more expertise than others. To load tapes on the local systems necessitates technical knowledge of the hardware requirements and the software characteristics of the library's system and the database to be mounted.

The implementation of CD-ROM resources can be done on microcomputers but the installations are becoming increasingly complex as the CDs are configured in local area networks and interfaced with the library's local system and the institution's wide area network. For academic libraries, making these resources available from students' rooms and faculty members' offices is very important. To accomplish these goals requires the technical expertise of systems personnel both within the library and in the campus computing services. It is important to assess the strengths of the systems support in determining which option to implement in the provision of electronic resources.

The availability of good telecommunications and network access is critical to the successful implementation of some of the options. For instance, the FirstSearch service requires online access to a remote system where the databases are mounted and maintained. While this means that the library does not need to load and maintain tapes locally or install and configure CD-ROMs, it does mean that the telecommunications must be reliable and support sustained use and heavy demand. Access to a campus network and the Internet provides additional options. As discussed earlier, many of these services are available on the World Wide Web, and this provides all the ease of use and familiar searching and linking characteristics of the Web browsers.

Clearly, then, a reliable network and good telecommunications are fundamental to the successful implementation of some of the options. It is important to consider these factors carefully when deciding which form of electronic resource to offer.

In determining how to provide electronic resources, then, a careful analysis of the options requires an investigation of these managerial factors as well as the more traditional considerations involved in purchasing print materials. How to provide the resource becomes a crucial decision in the world of computers and networks.

In addition to the managerial considerations just discussed, the role of the vendor also is extremely important in deciding which option to implement. As we have seen, databases can be provided by several different vendors and we will study some of the factors involved in selecting the most appropriate vendor and best option for the electronic resource.

Of course, of primary importance in any discussion of reference databases is the makeup of the database and its span of coverage. A particular database, for instance Medline, can have any number of configurations. The entire database may be available or only a portion. If the library chooses to mount tapes on its local system, it may have to decide how much to put online because of hardware and storage constraints, Likewise, a CD-ROM installation of a large database, such as Medline, may require several CDs and networking them will be essential if the entire database is to be made available.

Another decision that needs to be made is the necessity for up-to-the-minute information. Both locally mounted tapes and CDs will have a time lag between the date of indexing and the date of its availability in the local library. Tapes and CDs may be updated monthly or quarterly whereas online search services, such as DIALOG and FirstSearch, may update daily or weekly. Which coverage is necessary will depend on the needs of the users. The requirements of undergraduate students may be met by the less frequent updates while the very latest may be essential to researchers and faculty members. The library must make this determination before it can make a decision on which vendor and its product is appropriate for the needs of the library and its clientele.

As discussed previously, the compatibility of the vendor's system in terms of hardware requirements and software integration is essential if the database is to be loaded on the library's local system. A careful study of the system components is necessary before the feasibility of such an implementation can be determined. Interfacing the local system's search protocols with that of the database may require the use of a standard searching protocol such as Z39.50. If so, it will be necessary for both the local system and the database supplier to have that capability. To determine the effectiveness of the Z39.50 requires an analysis of the pros and cons of common searching protocols which is beyond the scope of this paper. Suffice it to say that while a common searching strategy provides certain benefits in ease of use it may sacrifice precision in the reference query.

Before deciding on the best option, it will be necessary to obtain as much detailed information as possible from the various vendors about their products and the technical aspects of their products.

A primary concern in any arrangements with electronic vendors is the licensing/ownership requirements. Different vendors have varying pricing strategies. A common method of determining database cost is licensing based on the number of simultaneous users or number of ports. Another method is based on the potential number of users which could be calculated for an academic library as the institution's entire student body and faculty. Of course, this method becomes very complicated once the database is made available over a campus network or over the Internet. Usually, an institution has to restrict a licensed database to its own constituents because of these licensing agreements. Typically, in these types of contracts, the database is leased by the institution rather than purchased. Therefore, the database is not the property of the institution.

This type of arrangement is very often the case with CD-ROM installations as well. Some vendors even require the return of old CDs upon arrival of the updated CD. Again, CD vendors often price their products using the licensing of simultaneous users as the primary criterion.

Online search services have employed a number of approaches on the pricing of their products. Many of these services calculate costs based on the time logged into the system. In addition, there is usually a charge for any online or offline displays. This makes prediction of costs difficult for the library because it is based on actual usage which is difficult to predetermine. In recent years, some online vendors have moved to subscription-based pricing which is again based on number of ports, number of simultaneous users, or number of potential users. A careful study of these contractual agreements is necessary to determine the actual costs to a specific library of the various products.

The level of support that the vendor offers is an important consideration when deciding on a specific product. Technical support is often required to set up a CD-ROM LAN or to mount a database on the local system. Installations that combine vendor-supplied hardware and software may require vendor maintenance. It is important to determine up-front the type of support available and the guaranteed response time.

It also will be significant to investigate the reliability of the vendor in terms of its performance and financial stability. In the fast-paced world of electronic resources where companies start up and disappear fairly quickly, it is important to study a vendor's profile before committing to a major agreement. The viability of the database and its relevance is predicated on the vendor's ability to provide updates and enhancements to the product.

In any consideration of alternatives, the cost analysis is crucial to the final decision. Of course, there are direct and indirect costs associated with any implementation of electronic resources. This paper will not go into any detailed discussion of the various costing models. In brief, cost analyses can be based solely on direct costs calculated on a per search basis.

William Saffady (1996, p.450) in Library Technology Reports presents the following formula:

Robert Hayes in a 1996 article on the costs of electronic reference resources discusses the complexities involved in determining precise costs because of the difficulty in assigning all staff costs including technical services staff in addition to reference staff. He also goes on to examine possible "use" calculations including "reference queries" which has a "great deficiency" in "...the unreliability of data measuring numbers of reference queries," and "furthermore, it encompasses such a broad range of activities, provided through such a diversity of means among which electronic resources are only one, that it is almost valueless." (Hayes, 1996, p. 229). He presents the "Library Costing Model" (LCM) which reduces cost data to a common accounting structure. "The LCM uses a matrix of 'workload factors' as the means for estimation of the direct staff required to handle a defined workload, measured in appropriate 'units of work'" (Hayes, 1996, p. 231).

It is obvious from the preceding brief discussion that cost analysis of electronic reference resources is not simple. Each category involved in the analysis can be complicated from the staff involved in the acquisition and implementation to the equipment necessary to load and access the databases to the calculation of the actual use of the database. To undertake a thorough cost analysis requires time and careful planning.

The provision of electronic reference resources is a powerful new addition to the services of the modern library. Ease of use, added searching capabilities, and fast response time, all combine to make them extremely attractive to users. However, determining which way to provide a specific database for the library's clientele is not simple. In addition to the traditional collection development questions used to determine whether to purchase a print resource such as prediction of use and centrality to the curriculum, it is necessary to add on all the managerial considerations involved in any electronic installation. In essence, the capabilities of the library's local system to accept tapes and the availability of trained systems personnel to implement a local installation combine with the characteristics of the specific database and the level of services offered by the vendor.

All of these factors must be taken into consideration before a clear choice among electronic reference resources can be made which will ensure a successful and cost-effective reference service.

Abels, Eileen G., Kantor, Paul B., and Saracevic, Tefko. (1996, March). Studying the cost and value of library and information services: Applying functional cost analysis to the library in transition. Journal of the American Society for Information Science, 47 (3): 217-227.

Hayes, Robert M. (1996, March). Cost of electronic reference resources and LCM: The Library Costing Model. Journal of the American Society for Information Science, 47 (3): 228-234.

Meyer, Richard W. (1993, June). Selecting electronic alternatives. Information Technology and Libraries, 12: 173-180.

Saffady, William. (1996, May-June). The availability and cost of online search services. Library Technology Reports, 32 (3): 337-451.

Salisbury, Lutishoor. (1994, Summer). Integrating technology in reference services: The issues. Library Administration & Management, 8 (3): 167-172.

Steele, Colin. (1993, December). Millennial libraries: Management changes in an electronic environment. The Electronic Library, 11 (6): 393-402.

Tenopir, Carol and Neufang, Ralf. (1995, July/August). Electronic reference options: Tracking the changes. Online, 19 (4): 67-73.