1. AnswerXpress Presented by Teri Fattig with the assistance of Sandy Wapinski

2. Virtual Reference AnswerXpress? QuestionPoint? OCLC? Ask a Librarian?

3. Definition of Virtual Reference “A reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. Communication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging.” “A reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. Communication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging.” Quoted from RUSA/ALA

4. 2000 Library of Congress + OCLC = QuestionPoint

5. QuestionPoint  2000 – Library of Congress created the Collaborative Digital Reference Service  2001 – Library of Congress collaborated with OCLC to develop QuestionPoint  Built by Librarians for Librarians  Provides libraries with access to a growing collaborative network of reference librarians.

6. AnswerXpress  Ada Community Library  Boise Public Library  Boise State University Library  Burley Public Library  College of Southern Idaho Library  Twin Falls Public Library

7. WHAT THE PATRON SEES

13. Problems  Librarian they are talking to is not from their library.  Unrealistic expectations Answers are instant Answers are instant Everything online is free Everything online is free We can do everything for them We can do everything for them There is no one using the “library” but them. There is no one using the “library” but them.  Inappropriate questions

14. Differences Between Face-to-Face and Virtual  No visual or auditory cues  Requires more back-and-forth communication

15. THE LIBRARIAN’S VIEW

22. THE REFERENCE INTERVIEW  Show that you are interested and ready to provide assistance  Clarify the question  Keep the patron informed with clear, library jargon free responses  Ask if question has been answered or if more information is needed

23. Adjust Patron Expectations  When you are assisting a patron from another library, clarify who you are.  Explain to patrons that searching may take a few minutes.  Don’t leave them hanging, communicate that you are still searching everything few minutes.  Explain when you can’t find or do something

24. COMMENTS FROM PATRONS  The librarian was very fast and helpful. I will use this service again and tell others.  This was very easy and very helpful.  I found the librarian that helped me most courteous! After spending two hours on the phone with a rude computer technician this morning, it was such a pleasure to have someone that seemed eager to help me!