always here, always helpful: flexible and fun virtual reference in the public library
DESCRIPTION
From ALA 2011, RUSA session "Behind the Text: Pulling Back the Curtain on Virtual Reference"TRANSCRIPT
Where I’m coming from…
Teen Services Librarian+ Branch Librarian+ Virtual Services Librarian
“I only readbooks withmeaning.”
What do I do all day?o
Social M
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hat R
eference
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ext Referen
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igital Bo
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each C
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ter Classes
Where the Magic Happens
Myths & Fallacies
You can’t build relationships over virtual reference.
VR is a local service only.
Teens will only abuse the service.
People only ask informational questions on chat – a waste of librarian time.
Face to face is only possible relationship.
Librarians aren’t able to answer questions not specific to their library.
Teens aren’t worth the effort. Teens don’t have valuable questions.
Patrons won’t use VR for “real” reference questions. Only librarians can staff chat.
Myths & Fallacies
You can’t build relationships over virtual reference.
VR is a local service only.
Teens will only abuse the service.
People only ask informational questions on chat – a waste of librarian time.
Face to face is only possible relationship.
Librarians aren’t able to answer questions not specific to their library.
Teens aren’t worth the effort. Teens don’t have valuable questions.
Patrons won’t use VR for “real” reference questions. Only librarians can staff chat.
Myths & Fallacies
You can’t build relationships over virtual reference.
VR is a local service only.
Teens will only abuse the service.
People only ask informational questions on chat – a waste of librarian time.
Face to face is only possible relationship.
Librarians aren’t able to answer questions not specific to their library.
Teens aren’t worth the effort. Teens don’t have valuable questions.
Patrons won’t use VR for “real” reference questions. Only librarians can staff chat.
Myths & Fallacies
You can’t build relationships over virtual reference.
VR is a local service only.
Teens will only abuse the service.
People only ask informational questions on chat – a waste of librarian time.
Face to face is only possible relationship.
Librarians aren’t able to answer questions not specific to their library.
Teens aren’t worth the effort. Teens don’t have valuable questions.
Patrons won’t use VR for “real” reference questions. Only librarians can staff chat.
Myths & Fallacies
You can’t build relationships over virtual reference.
VR is a local service only.
Teens will only abuse the service.
People only ask informational questions on chat – a waste of librarian time.
Face to face is only possible relationship.
Librarians aren’t able to answer questions not specific to their library.
Teens aren’t worth the effort. Teens don’t have valuable questions.
Patrons won’t use VR for “real” reference questions. Only librarians can staff chat.
Myths & Fallacies
You can’t build relationships over virtual reference.
VR is a local service only.
Teens will only abuse the service.
People only ask informational questions on chat – a waste of librarian time.
Face to face is only possible relationship.
Librarians aren’t able to answer questions not specific to their library.
Teens aren’t worth the effort. Teens don’t have valuable questions.
Patrons won’t use VR for “real” reference questions. Only librarians can staff chat.
Myths & Fallacies
You can’t build relationships over virtual reference.
VR is a local service only.
Teens will only abuse the service.
People only ask informational questions on chat – a waste of librarian time.
Face to face is only possible relationship.
Librarians aren’t able to answer questions not specific to their library.
Teens aren’t worth the effort. Teens don’t have valuable questions.
Patrons won’t use VR for “real” reference questions. Only librarians can staff chat.
Myths & Fallacies
You can’t build relationships over virtual reference.
VR is a local service only.
Teens will only abuse the service.
People only ask informational questions on chat – a waste of librarian time.
Face to face is only possible relationship.
Librarians aren’t able to answer questions not specific to their library.
Teens aren’t worth the effort. Teens don’t have valuable questions.
Patrons won’t use VR for “real” reference questions. Only librarians can staff chat.
Building RelationshipsOne chat at a time
A relationship can be one-sided and can consist of just one good experience.
Ch
icag
o D
aily
New
s, In
c. (
19
04
)
Continual Exchange
PATRON LIBRARY
Seek help
Find trusted source
Ask question
Give more info
Respond to answer
Receive QuestionSet Expectations
Clarify
Ask for Feedback
Follow up
Don’t send questions to a Dead End.
Joh
n C
olli
er (
19
41
)
What works for us: A Centralized SystemHaving an established process and protocols insures that questions (and patrons) are taken care of throughout the steps.
Tuesday, 9:15 a.m.
Consistent Expectations
Timeliness: within 48 hours, keep patron updated
Tone: friendly, inviting
Thoroughness: instructive, complete
Referrals: specialized, internal & external
The Virtual Branch
The Virtual branch is as vital as any other branch in your system, if not more so:
1. Routes Questions
2. Quality Control
3. Peer Review
Involvement
Reference
Outreach
It’s not “local,” it’s universalQuestions from your library and beyond
Who are we helping on chat?All of the time: Seattle Public Library patrons & Ask-WA patrons
Sunday afternoons and other times: National Queue
Seattle Public Library
61%
Ask-WA Co-op 29%
National 10%
May 1 - May 31, 2011 chat statisticsThe Seattle Public Library
Which of these questionscan you answer?
Is my hold ready?
How do I download an eBook?
Why do I have $56 in
fines?
I need in depth research about a local building
Which of these questionscan you answer?
Is my hold ready?
How do I download an eBook?
Why do I have $56 in
fines?
I need in depth research about a local building
You can answer all of them!
Which of these questionscan you answer?
Is my hold ready?
How do I download an eBook?
Why do I have $56 in
fines?
I need in depth research about a local building
You can answer all of them!
Usually that’s for a missing or late item. Can I get your library
card #?
Let’s get on your online account and
see!
I’m going to get your
information for follow up.
I can give you a quick
overview…
Use Common (Librarian) Sense
① Can I answer this right now with what I have?
② NO? Get their information: Card #
E-mail address
Time frame
As many details as possible
③ Tell them what to expect.
Use Common (Librarian) Sense
① Can I answer this right now with what I have?
② NO? Get their information: Card #
E-mail address
Time frame
As many details as possible
③ Tell them what to expect.
Use Common (Librarian) Sense
① Can I answer this right now with what I have?
② NO? Get their information: Card #
E-mail address
Time frame
As many details as possible
③ Tell them what to expect.
Teens are TerrorsWhy do they act this way? Why should we help them?
Children are our future…
Lawmakers
Taxpayers
Parents
Supporters?
Advocates?
Detractors?
Are you a ninja?
Library: Hi there!
Patron: are u a ninja
Library: I could be
Library: Do you think I'd tell you if I were, though?
Patron: well id hope so
Patron: im an invisible ninja
Library: Do you want some ninja books?
Patron: are u authorized to talk about this stuff
Why are they like this?They have slower access to the frontal lobe (the “CEO” of our brains); decision making skills and impulse control are affected.
Image courtesy of Australia's FaHCSIA website
No, really. Why?They are often insecure and they feel safer and stronger in a group.
They’re testing their boundaries and discovering their sphere of influence.
For many, it’s a novelty to talk to a stranger who isn’t a peer. Like crank calling, but better!
Image courtesy of MSNBC Media
HeightenedExpectationsSome adults are amazed by chat reference. Teens assume it’s there and want it to be fast and easy to use.
Peter Benson, President of Search Institute
“Libraries…help children…by building relationships with them, learning their interests, and being responsive to their needs.
Libraries also create an environment that is welcoming and affirming for their young clients.”
40 Developmental Assets
How can chat help?We can help introduce and strengthen some of these important assets.
A. Community Values Youth
B. Neighborhood Boundaries
C. Adult Role Models
D. School Success
E. High Expectations
F. Achievement Motivation
G. Reading for Pleasure
H. Responsibility
I. Interpersonal Competence
J. Cultural Competence
10 Quick Tips
Give clear, easy to follow instructions
Refocus when needed
Keep them updated on what you’re doing
Be honest
Don’t judge the question
Be Positive & Engaged
Acknowledge impatience
Set expectations
Ask for cooperation
Don’t be afraid to repeat yourself
What if they don’t have a question?
The Right StaffWith The Right Stuff
Problem Solvers
Quick Thinkers
Involved, Animated
Flexible and Adaptable
Generalists
Ch
icag
o D
aily
New
s, In
c. (
19
24
)
Yes, You’re a Ninja
Library: Naruto is good for ninja reading
Patron: ok a serious moment what questions could u ask science teachers about incorporating geothermal energy into their lesson plans?
Teens will be teens.They will still try to abuse the service, but we must perceive that as reaching out for connection, and turn it into a positive experience.
“Real” QuestionsWhat is one? What is an “information only” question?
ReferenceInterview 101:A question isn’t always what it seems! Don’t assume.
“where are
the books on china?”
“When are my books due back?”
=“I’m going on a vacation to Italy and really need to know which museums to go to and about operas and the story behind the Trevi Fountain about the pennies.”
What causes acid rain?9:06am, Ask-WA Co-op (chat)
What causes acid rain?9:06am, Ask-WA Co-op (chat)
Answered in chat session with URLs and short explanation
I'm trying to find the Consumer Reports September 2009 issue. I looked on the shelves and there were other issues from 2009, but not the September issue. 2:08pm, Seattle Public Library(chat)
I'm trying to find the Consumer Reports September 2009 issue. I looked on the shelves and there were other issues from 2009, but not the September issue. 2:08pm, Seattle Public Library(chat)
Referred to Magazines Dept, who then referred to ILL for photocopy
Do you have full metal alchemist cd episodes 14-27?1:33pm, Seattle Public Library(chat)
Do you have full metal alchemist cd episodes 14-27?1:33pm, Seattle Public Library(chat)
Chat operator did a nice amount of bibliographic instruction, patron was happy to learn how to use the catalog and rushed off to try more searches
JUST 3 THINGS
1. Train the right people
2. Control the quality and consistency of your answers
3. Support system-wide
Discussion
• If I set up chat reference at my institution, will other patrons come use it? Should we require a library card to use our VR?
• Do we need to have the lines staffed by librarians?
• What kind of training is best for chat operators? Do they need to be “specialized”?