1. State of the Library Technology1 Digital Reference at UCLA May 14, 2002

2. State of the Library Technology2 What is it? Allows librarians and users to communicate in real-time Walk users through web sites and searches Assist in filling out forms Explain or demonstrate resources

3. State of the Library Technology3 Why use it? Immediate help when it’s needed Interactive, collaborative help Extends service beyond regular hours Extends staffing Extends service beyond the building

4. State of the Library Technology4 How it fits with other services Users can access email reference, or phone reference Can display full-text Take users to Recall, Reserve and SRLF materials Link to document delivery

5. State of the Library Technology5

6. 6 User login

7. State of the Library Technology7 Scripted message

8. State of the Library Technology8 Collaborative browsing screen chat

9. State of the Library Technology9 Time online

10. State of the Library Technology10 Filling out forms online

11. State of the Library Technology11 User pop-up survey

12. State of the Library Technology12 Virtual Reference at UCLA Pilot projects each quarter beginning in Spring 2001; varying hours Over 400 questions received Updated software allows multiple callers Centralized service staffed by 25 Tested cable modem, DSL

13. State of the Library Technology13