Absence Brings Us Closer

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Presentation transcript:

Absence Brings Us Closer Rebecca Albrecht Oling Rebecca.Oling@purchase.edu

Types of Virtual Reference Email IM/GAIM Packages like Docutek, QuestionPoint (OCLC), Tutor.com, Embedding in Blackboard Commercial Endeavors for Customer Service Text Messaging and Cell Phones

Where are we and where are they? Traffic at reference desks down as much as 48 percent since 1991 ( Association of Research Libraries) Debate over VR centers on low usage statistics. Not at the desk and not at the PC? Where does that leave us?

Benefits of Virtual Reference Broadens our reach Remote users Hours Allows efficient use of staff time Changes expectations of users 24/7, Real Time, Point of Need Co-Browse ability Anonymous feeling, less intimidating File Sharing, URL pushing/demo

Challenges of Virtual Reference Training Staff Learning curve for some systems A different kind of interview More “checking in” to combat Dead Air Space Training Patrons Patience Articulating needs

In the Trenches & Out of the Box Telecommuting opportunity—for staff and off campus locations Reducing burnout--scripting Ongoing staff training (view/hone replies, etc.) Recruitment and retention of students Increases writing/articulation skills Transcripts for students--fodder

Getting Closer to Extension Sites Limited to using a co-browse feature (not as easy with IM alone) Saves travel time Excellent PR for “Ask a Librarian”

Troubleshooting Remote Sites

Reduce Burnout Use scripted replies Can be used in Chat Reference packages Can be used with IM and Excel

Scripted Replies

Script Library

Scripts/Knowledgebase--PC

Excel(lent) Scripts--Subject

Scripts--OPAC

Scripts--PC

Scripted Email Example

Information Literacy Implications for transferable skills Writing Across the Curriculum Grantable/Partnership opportunities Visible outcomes—honing critical thinking

Focusing Big Ideas

Bringing them Closer In what ways might Virtual Reference resemble those cups started with? Can you think of any other ways you might use VR outside the box? Does high usage equal high value?