virtual reference, im chat and beyond: taking reference services out of the library laura maldonado...
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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 [email protected] 202-994-1373
Deborah Gaspar AIM: DebbieGLS [email protected] 202-994-1333
Sarah Palacios-Wilhelm AIM: sarahpwilhelm
[email protected] 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