Digital/Virtual Reference IS 530 Fall 2009 Dr. D. Bilal

What is Digital/Virtual Reference? A reference service that uses computer and communications technology to provide reference service to patrons anytime and anywhere. A reference service that uses computer and communications technology to provide reference service to patrons anytime and anywhere. Types of digital reference include: Types of digital reference include: Asynchronous digital reference Asynchronous digital reference and Web-form questions, in which the patron submits a question and the librarian responds at a later time. and Web-form questions, in which the patron submits a question and the librarian responds at a later time. Synchronous digital reference Synchronous digital reference chat and voice over IP, in which the patron and librarian communicate in real time. chat and voice over IP, in which the patron and librarian communicate in real time. Source: Library of Congress ( m)

Types of Digital Ref. Services Text-based Text-based SMS, IM, AIM, Skype, MeeboMe, etc. SMS, IM, AIM, Skype, MeeboMe, etc. More is found at Online_Reference More is found at Online_Reference Online_Reference Online_Reference Class Activity #1: Use the link and explore the different types offered. Class Activity #1: Use the link and explore the different types offered.

Types of Digital Ref. Services Meebo instant messaging Meebo instant messaging Monitors all of these four services simultaneously: Monitors all of these four services simultaneously: Yahoo Yahoo AIM (AOL) AIM (AOL) Myspace Myspace MSN MSN Class Activity #2: visit this site Class Activity #2: visit this site

Types of Digital Ref. Services Synchronous Web-based Synchronous Web-based Chat using commercial applications Chat using commercial applications Examples: Examples: QuestionPoint QuestionPoint QuestionPoint Co-op QuestionPoint Co-op LiveAssistance LiveAssistance DigiChat DigiChat

Synchronous Web-based LSSI LSSI DigNet.com DigNet.com NetAgent NetAgent ChatSpace ChatSpace ConferenceRoom ConferenceRoom OnDemand OnDemand LivePerson LivePerson RefStart (in Beta testing) –virtual ref. with social media RefStart (in Beta testing) –virtual ref. with social media softwarehttp:// software/ software Ask US 24/7 Ask US 24/7

Synchronous Web-based These applications resemble reference desk assistance. These applications resemble reference desk assistance. Functionality Functionality chat, co-browsing of web pages, webpage and document pushing, customization of pre- scripted messages, storage of chat transcripts, and statistical reporting. chat, co-browsing of web pages, webpage and document pushing, customization of pre- scripted messages, storage of chat transcripts, and statistical reporting.

Freeware Digital Ref. Software Livezilla Livezilla Freeware (partially open source) Freeware (partially open source) Highly recommended by many librarians Highly recommended by many librarians Can be downloaded from Can be downloaded from

Digital Reference Sources Vitrual Reference Shelf (Library of Congress) Vitrual Reference Shelf (Library of Congress) #encyclopedias #encyclopedias Librarian’s Internet Index (LII) Librarian’s Internet Index (LII) Ready Reference and Quick Facts Ready Reference and Quick Facts Refdesk.com Refdesk.com

ASK US 24/7 Global, cooperative service staffed by reference librarians from New York State libraries and other states and countries. Global, cooperative service staffed by reference librarians from New York State libraries and other states and countries. Activity #3: Visit the site g.oclc.admin.BuildForm?&page=frame&in stitution=13235&type=2&language=1 Activity #3: Visit the site g.oclc.admin.BuildForm?&page=frame&in stitution=13235&type=2&language=1 g.oclc.admin.BuildForm?&page=frame&in stitution=13235&type=2&language=1 g.oclc.admin.BuildForm?&page=frame&in stitution=13235&type=2&language=1

QuestionPoint Ready Reference Links QuestionPoint wiki has links to ready reference sources QuestionPoint wiki has links to ready reference sources Sources selected by librarians Sources selected by librarians Visit the sources at Visit the sources at s s s s

Other Free Chat Q&A Services Yahoo Answers Yahoo Answers Ask.com Ask.com Ask Earl.com (for kids) Ask Earl.com (for kids) Internet Public Library (IPL) Internet Public Library (IPL) VRD Center VRD Center Links to many fee-based services Links to many fee-based services Links to Ask.com, Expert.com, and more Links to Ask.com, Expert.com, and more Not as good as ASK US 24/7 Not as good as ASK US 24/7

Watch this Short Video: Now Your Library is Open Late Excellent advertising of virtual reference using a short video Excellent advertising of virtual reference using a short video QandANJ.org (Questions and Answers at New Jersey Public Library) QandANJ.org (Questions and Answers at New Jersey Public Library) Watch the video at Watch the video at mg&NR=1 mg&NR=1

ALA/RUSA Guidelines Guidelines for Implementing and Maintaining Virtual Reference Services Guidelines for Implementing and Maintaining Virtual Reference Services /guidelines/virtrefguidelines.cfm /guidelines/virtrefguidelines.cfm How to prepare for virtual ref. services How to prepare for virtual ref. services Dealing with clientele Dealing with clientele Facilities Facilities Privacy Privacy Other matters Other matters

Issues Privacy Privacy Patrons’ chat transactions Patrons’ chat transactions See RUSA Guidelines See RUSA Guidelines Cost Cost User mediation User mediation Staffing Staffing Who is allowed to use the service at your library? Who is allowed to use the service at your library?

Listserv The Virtual Digital Reference The Virtual Digital Reference A listserv for digital reference. A listserv for digital reference. To subscribe, send an message to: To subscribe, send an message to: In the first line of the message, type: SUBSCRIBE DIG_REF Firstname Lastname