e-Xploring Virtual Reference Education 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 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 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). * (

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. , 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, Retrieved October 31, 2006,

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

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),

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 ). 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, Retrieved October 31, 2006, Coffman, S., & Arret, L. (2004) To chat or not to chat - taking another look at virtual reference, part 2. Searcher, 12(8), October 31, Retrieved October 31, 2006, 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), 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, Retrieved November 1, 2006 from Sloan, B. (2004). Digital reference services bibliography. Retrieved October 31, 2006 from Vilelle, L. (2005). Marketing virtual reference : What academic libraries have done. College & Undergraduate Libraries, 12(1/2),

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