e-xploring virtual reference education institute 2 november 2006
TRANSCRIPT
e-Xploring Virtual ReferenceEducation Institute
2 November 2006
What is Virtual Reference?
For our context, virtual reference is currently defined as the synchronous exchange of information between library reference staff and patrons, using online chat software.
Virtual reference does not include email
reference.
Why Virtual Reference?
Stephen Abram at Netspeed, 2001:
How often do our users not find the answers they are looking for in our catalogue or in our databases?
How often do these queries become questions at the Reference Desk?
Current Trends E-learning is proliferating
88% of 18-29 year-olds now go online, with 42% of all Americans having broadband connection*
In D. Oblinger’s article, Boomers, Gen-Xers and Millennials: Understanding the “New Students”, the author identifies the following patterns and expectations of students: 24x7 mentality: immediacy of services Expectation of good customer service Experiential, interactive and authentic learning Use of technologies to stay connected (pages 42-44). * (http://www.pewinternet.org/pdfs/PIP_Internet_Impact.pdf)
Establish a Need
Talk to your current & potential users
Define your audience(s) Academic: open to all including public? Public: open to all? Only those with a
public library card? Special Library: libraries partnering with
similar libraries/patrons?
What do you want to achieve?
It’s vital to determine the mission of the service Is it to provide answers? Is it to teach patrons how to find
information for themselves? A combination of the two?
What’s the best way of achieving your mission? Is it introducing virtual reference, or is
it improving your existing services (i.e. email, phone, in-person)?
Virtual reference questions take twice as long to answer*
What is the best way to serve your patrons wherever they happen to be? * *Coffman, S., & Arret, L. To chat or not to chat - taking another look at virtual reference, part 2. Searcher,
12(8), October 31, 2006 . Retrieved October 31, 2006, http://www.infotoday.com/searcher/sep04/arret_coffman.shtml
Software Selection Re-examine your mission and decide what
features are most important in making your service successful
Develop a software comparison template (VPL)
Identify Primary and Secondary factors Patron download? Co-browsing? Ease of Use? Cost? Compatibility? Level of support from vendor?
Sample Software Comparison Chart
Product A Product B Product C
Co-browsing (only with
patron download) (only with
advanced mode)
Patron Download x x
Browsers Supported
IE, Netscape IE, Netscape,
Firefox IE, Netscape
Operating Systems
Supported
Chat: all Co-browse:
Windows only All
Windows only – No Macs
Form Sharing
Surveys Built-in Customizable Built-in
Costs Annual license:
$4500 Annual license + 5 seats: $6000
Install $2500 Annual license
$3500
Staffing (1 of 2)
Project leader(s)
Participants: librarians, library assistants, graduate students, library school students?
Voluntary basis or required?
Staff workload/recognition of participation
Staffing (2 of 2)
What skills are required?
Good typing Multi-tasking: toggling between patrons
and windows, typing, sending web pages, etc.
Well-honed communication skills Desire to learn Reference skills, including customer
service
Training
Vendor Training in person WebEX training manuals
Train the Trainer Model
Mentoring & Collegial Support
Scheduling
Blonde’s survey findings: Hours of service per week Length of shifts
Our schedule: Monday to Friday, 11am – 5pm, Sept-April Term schedule
Communication
How will your participants communicate with each other? List-serv Intranet Regular meetings Newsletter
Marketing
Develop a marketing plan including a budget
Key to success* What kinds of marketing will you do?
Examples: postcards/mailings, post-it notes, sandwich boards, press release, electric message board, chalkboard messages
Don’t forget other forms of reference service!
*Vilelle, L. (2005). Marketing virtual reference : What academic libraries have done. College
& Undergraduate Libraries, 12(1/2), 65-79.
Assessment (1 of 3)
How will you determine success? Number of questions received Feedback from users Number of repeat users
Statistics from software may not give you all of the information you need.
Assessment (2 of 3)
Examples of Qualitative & Quantitative Statistics:
Date & time question received Type of Question (research, circulation, etc)
Patron Status (undergrad, faculty, public, etc)
Location of Patron (based in IP ranges)
Patron Feedback (comments via survey and transcripts)
Assessment (3 of 3)
How will you deal with issues of quality control? Concerns with quality of service (collegial
support, authority, in-person reference) Issues with software (responsiveness of
vendor, communicate with other customers, etc.)
How does Virtual Reference Fit with Current Reference Services? Scheduling Staffing Meetings Training Software
Integrated Reference Service
Plan for Success
Project forward in time and plan for success
Staffing will be the key issue Do you have sufficient human resources
to staff this service? Will you have to outsource, ask non-
volunteers to volunteer, etc.
Future of Virtual Reference
There are other types of “virtual reference” available
Which technology is most appropriate for your users? Instant messaging, SMS, etc.
Technology is evolving – virtual reference will look different in the future
Bibliography (1 of 2)Blonde, J. (2006). Staffing for live reference: Balancing service and sacrifice. In
Lankes R. D. (Ed.), The virtual reference desk : Creating a reference future (pp. 75-88). New York: Neal-Schuman Publishers.
Coffman, S., & Arret, L. (2004). To chat or not to chat - taking another look at virtual reference, part 1. Searcher, 12(7), October 31, 2006 . Retrieved October 31, 2006, http://www.infotoday.com/searcher/jul04/arret_coffman.shtml
Coffman, S., & Arret, L. (2004) To chat or not to chat - taking another look at virtual reference, part 2. Searcher, 12(8), October 31, 2006 . Retrieved October 31, 2006, http://www.infotoday.com/searcher/sep04/arret_coffman.shtml
Duncan, V., & Fichter, D. M. (2004). What words and where? Applying usability testing techniques to name a new live reference service. Journal of the Medical Library Association, 92(2), 218-225.
Hirko, B., & Ross, M. B. (Eds.). (2004). Virtual reference training : The complete guide to providing anytime, anywhere answers. Chicago: American Library Association.
Lankes, R. D. (Ed.). (2006). The virtual reference desk : Creating a reference future. New York: Neal-Schuman Publishers.
Bibliography (2 of 2)McClure, C. R., Information Institute of Syracuse, & Florida State University.
Information Use Management and Policy Institute (Eds.). (2002). Statistics, measures, and quality standards for assessing digital reference library services : Guidelines and procedures. Syracuse, N.Y. Tallahassee: Information Institute of Syracuse School of Information Studies Syracuse University ; School of Information Studies Information Use Management and Policy Institute Florida State University.
Meola, M., & Stormont, S. (Eds.). (2002). Starting and operating live virtual reference services : A how-to-do-it manual for librarians. New York: Neal-Schuman Publishers.
Oblinger, D. (2003). Boomers, Gen-Xers and Millennials: Understanding the “new students”. EDUCAUSE Review, 38, 37-47. Retrieved November 1, 2006 from http://www.educause.edu/ir/library/pdf/ERM0342.pdf
Sloan, B. (2004). Digital reference services bibliography. Retrieved October 31, 2006 from http://people.lis.uiuc.edu/~b-sloan/digiref.html
Vilelle, L. (2005). Marketing virtual reference : What academic libraries have done. College & Undergraduate Libraries, 12(1/2), 65-79.
