1. DIGITAL REFERENCE Delivering remote services

2. Definition (RUSA)  Virtual reference is 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.

3. Definition (RUSA)  While online sources are often utilized in provision of virtual reference, use of electronic sources in seeking answers is not of itself virtual reference.  Virtual reference queries are sometimes followed- up with telephone, fax, in-person and regular mail interactions, even though these modes of communication are not considered virtual.

4. Digital Reference…  Same old reference, different format/method of delivery.

5. Digital Reference  Expands service to remote users  Those with physical disabilities and mobility issues  Hearing impaired  Rural patrons  May overcome other barriers to approaching physical/traditional reference desk

6. Planning for service Digital Reference

7. Patrons/ Clientele  Clearly define the clientele  Address issues of patron authentication, if required.  Any exclusions should be uniformly enforced  Market to targeted groups

8. Parameters of Service  Should be extension of traditional reference  Same quality goals  Clearly define levels of service, including:  Types of questions service will (or will not) answer. How to respond to queries outside of the parameters of service.  Is document delivery included? Is it free?  Patron population served.

9. Infrastructure  Equipment, facilities, and technology must be updated, plan for evolution  Considerations must be made for patron infrastructure/equipment access, including patrons with disabilities.

10. Spectrum of Service Models emailInstant messageCommercial chat asynchronoussynchronous Page-pushing Co-browsing Voice over IP Web conferencing

11. Instant Message  Patron familiarity  Low/ no cost  Little/ no special technology  Management intensive  Queuing  Stats  Typing (no scripting, no page-pushing or cobrowsing= more typing)  Many different applications- Meebo solves some of this AdvantagesDisadvantages

12. Commercial Chat  Page-pushing/ Co- browsing  Application sharing  Scripting  Transcripts  Stats  Question routing  More tech intensive  Plug-ins  More platform dependence  Server space/ tech support  Expensive  Lower patron familiarity AdvantagesDisadvantages

13. Some Tools  Embedded IM  Libraryh3lp  Multiple logins  Saves transcripts  Facilitates transfers  Meebo, etc.  Crosses platforms  Allows for embedding

14. Staffing, Training, & Customer Service Implementation

15. Staffing Models  On-site or Off-site  Hours of operation  Regular, predictable schedule  Single or Double duty  Prioritizing if double duty  Scheduling if single duty  Collaborative/ Consortium Staffing  More common in public libraries  Issues of geo-local questions

16. Training  General technology- software/products  Resources  Customer service and quality expectations

17. In Digital Reference Challenges and Obstacles

18. Challenges  Time to answer  Lack of nonverbal cues  Online behaviors  Incorporating instruction

19. Behavioral Issues in Virtual Reference  Effective reference interview  Adherence to RUSA guidelines  Bias or discrimination during interactions  Response times  Length of answers  Forms of address and closure  Inappropriate questions/ remarks  Threats  Impatience  Inappropriate requests- homework, copyrighted or subscription protected materials. LibrariansUsers

20. Librarian Guidelines  Set levels of expectation for behavioral interactions and quality  Importance of greetings and closings  Maintaining “word contact” throughout interaction to avoid “dropped” patrons  Web communication conventions  Acronyms (BTW, IMHO)  Emoticons ;0)  Time parameters  Order of answering calls  Turnaround time on emails  “Callbacks” or email follow-up for in-depth questions

21. Behavior in Virtual Reference  User guidelines (i.e. Texas State)  Be patient. Network traffic may affect response time. A reference librarian will respond to your question as soon as possible. If your question is urgent, you may send your response by email.  Communicate in short sentences.  Reference questions will be answered in the order they are received.  Inappropriate behavior will not be tolerated. Common courtesies are expected and appreciated.  A survey will be available at the end of each chat session for users for feedback and comments about the service. http://www.library.txstate.edu/about/departments/ref/policies/vrpolicy.ht ml

22. Instruction  A substantial amount of instruction takes place  Incorporate guidance on finding and evaluating information, not just providing answers  Advantage is single contact, point-of-need assistance  Can reduce time by incorporating video, images, and web annotation rather than just text

23. Privacy and Confidentiality  Include privacy disclaimers  Develop retention schedules for transcripts & make publicly available  Patrons should be alerted if transcripts are saved  Remove identifying information  If questions are used for databases & FAQs, make sure no privacy/confidentiality is violated  Alert patrons that question content may be sued in this way.  Allow for patron feedback

24. Access, Outreach, & the Digital Divide Connectivity

25. Pew Research Report (2008)  Overall connectivity (at home)  55% of American adults have broadband 17% growth in adoption over 1 year  10% have dial-up access  27% are not internet users (mostly over 60)  Breakdown  25% of low income (>$20,000/yr)  43% of African Americans Flat growth rate for both above groups  38% of rural Americans (compared to 57% urban)

26. Pew Research Report (2008)  Levels of service  54% have basic broadband  29% have premium  One in ten non-broadband users say services aren’t available where they live  http://www.pewinternet.org/~/media/Files/Reports/2 008/PIP_Broadband_2008.pdf

27. References  Breitbach, William and DeMars, J. Michael(2009) 'Enhancing Virtual Reference: Techniques and Technologies to Engage Users and Enrich Interaction', Internet Reference Services Quarterly, 14: 3, 82 — 91  Gronemyer, Kate; Deitering, Anne-Marie. ‘I Don’t Think It’s Harder, Just Different.’ Reference Services Review, 2009, Vol. 37 Issue 4, p421-434, Pew Research Report. (2008) Broadband. http://www.pewinternet.org/~/media/Files/Reports/20 08/PIP_Broadband_2008.pdf

28. References  Texas State Virtual Reference Policies http://www.library.txstate.edu/about/departments/ref/policies/vrpolicy.h tml  IFLA Digital Reference Guidelines  http://archive.ifla.org/VII/s36/pubs/drg03.htm http://archive.ifla.org/VII/s36/pubs/drg03.htm  RUSA Guidelines  http://www.ala.org/ala/mgrps/divs/rusa/resource s/guidelines/virtrefguidelines.cfm