Virtual Reference, IM chat and Beyond:

Taking Reference Services

out of the Library

Laura MaldonadoDeborah GasparSarah Palacios-Wilhelm

Introducing IM to GW

Millenials and the Pew Internet study

IM? We already have VR!

Research Training Pilot studies Next?

Computers in Libraries Gelman Library System The George Washington University 03/06

IM Generation

Research by the Pew Internet & American Life Project (July 27, 2005) Teens use e-mail, but prefer IM

“email is something you use to talk to “old people”, institutions, or to send complex instructions to large groups”

75% of teens ages 12 – 17 send or receive instant messages

Computers in Libraries Gelman Library System The George Washington University 03/06

VR vs. IM

Gelman Library has provided Virtual Reference for 4 years.

Only 1.5% of GW students took advantage of VR

How do we serve students in their preferred medium of communication?

Computers in Libraries Gelman Library System The George Washington University 03/06

Getting started

Study Phase Software requirements Literature search Potential IM usage Surveyed universities

providing an IM service Pilot for librarians

Introduce Reference team to IM Is IM a good fit for Gelman? Training opportunity

Computers in Libraries Gelman Library System The George Washington University 03/06

Fall 2005

Patron pre-pilot pilot Offered for 10 days Designed advertising Designed webpage

for spring pilot Tested patron experience Standardized usage

procedures

Computers in Libraries Gelman Library System The George Washington University 03/06

Spring 2006 – Patron Pilot

Documented student use Logs and statistics Preferred hours of service

Documented ARL guidelines- Reference questions- Directional questions

“Best Practices” Drafted and implemented Continuous service assessment

Computers in Libraries Gelman Library System The George Washington University 03/06

…and Beyond?

Student feedback Expanded advertising Evening hours Inclusion of other library staff Evaluation of service

Computers in Libraries Gelman Library System The George Washington University 03/06

For more information Laura Maldonado

AIM: maldonalGLS maldonal@gwu.edu 202-994-1373

Deborah Gaspar AIM: DebbieGLS dgaspar@gwu.edu 202-994-1333

Sarah Palacios-Wilhelm AIM: sarahpwilhelm

palacios@gwu.edu 202-242-8290

Gelman LibraryGeorge Washington University

2130 H Street NWWashington DC 20052

Computers in Libraries Gelman Library System The George Washington University 03/06