1. Ask-a-Librarian LIVE: Live Reference Proposal for Rutgers University Libraries Shelby Anfenson December 10, 2002

2. Proposal Live, interactive reference via the RUL website Assistance at the point of need Other methods –Videoconferencing –Audio/Voice over Internet Protocol Earlier trial/name recognition

3. Staffing Who –Librarians & Graduate Students Dedicated? Work at same time? Tiered models Subject specialists Outside staffing?

4. Policies Most important part –Defines service –Goals, limits, measuring success Type of question Users? –Restrict or open usage? Priority queue? Standards –Wait time, repetitive q’s, confidentiality

5. Interface & Design Much depends on the software User friendly Close to in-use chat services Introduction page Links to the service Link design – image ideas Link placement – 5 chosen pages

6. What’s Next Review proposal/make changes Clarify/codify policies & procedures Software review & selection Staffing updates Final review Start service Continually update & improve!