1. Absence Brings Us Closer
Rebecca Albrecht Oling

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

3. 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?

4. 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

5. 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

6. 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

7. 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”

8. Troubleshooting Remote Sites

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

10. Scripted Replies

11. Script Library

12. Scripts/Knowledgebase--PC

13. Excel(lent) Scripts--Subject

14. Scripts--OPAC

15. Scripts--PC

16. Scripted Email Example

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

18. Focusing Big Ideas

19. 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?