always here, always helpful: flexible and fun virtual reference in the public library

Where I’m coming from…

Teen Services Librarian+ Branch Librarian+ Virtual Services Librarian

“I only readbooks withmeaning.”

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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.

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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.

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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

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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

jennifer.robinson@spl.orgor

ask@spl.org

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”?