1. Digital/Virtual Reference IS 530 Fall 2009 Dr. D. Bilal

2. What is Digital/Virtual Reference? A reference service that uses computer and communications technology to provide reference service to patrons anytime and anywhere. A reference service that uses computer and communications technology to provide reference service to patrons anytime and anywhere. Types of digital reference include: Types of digital reference include: Asynchronous digital reference Asynchronous digital reference e-mail and Web-form questions, in which the patron submits a question and the librarian responds at a later time. e-mail and Web-form questions, in which the patron submits a question and the librarian responds at a later time. Synchronous digital reference Synchronous digital reference chat and voice over IP, in which the patron and librarian communicate in real time. chat and voice over IP, in which the patron and librarian communicate in real time. Source: Library of Congress (http://www.oclc.org/questionpoint/about/virtual/default.ht m)

3. Types of Digital Ref. Services Text-based Text-based SMS, IM, AIM, Skype, MeeboMe, etc. SMS, IM, AIM, Skype, MeeboMe, etc. More is found at http://www.libsuccess.org/index.php?title= Online_Reference More is found at http://www.libsuccess.org/index.php?title= Online_Reference http://www.libsuccess.org/index.php?title= Online_Reference http://www.libsuccess.org/index.php?title= Online_Reference Class Activity #1: Use the link and explore the different types offered. Class Activity #1: Use the link and explore the different types offered.

4. Types of Digital Ref. Services Meebo instant messaging Meebo instant messaging Monitors all of these four services simultaneously: Monitors all of these four services simultaneously: Yahoo Yahoo AIM (AOL) AIM (AOL) Myspace Myspace MSN MSN Class Activity #2: visit this site Class Activity #2: visit this site http://www.meebo.com/index-en.html.php

5. Types of Digital Ref. Services Synchronous Web-based Synchronous Web-based Chat using commercial applications Chat using commercial applications Examples: Examples: QuestionPoint QuestionPoint http://www.questionpoint.org http://www.questionpoint.org http://www.questionpoint.org QuestionPoint Co-op QuestionPoint Co-op http://wiki.questionpoint.org/24+7+Coop+FAQs http://wiki.questionpoint.org/24+7+Coop+FAQs http://wiki.questionpoint.org/24+7+Coop+FAQs LiveAssistance LiveAssistance http://www.liveassistance.com/liveassistance.php http://www.liveassistance.com/liveassistance.php http://www.liveassistance.com/liveassistance.php DigiChat DigiChat http://www.digichat.com http://www.digichat.com http://www.digichat.com

6. Synchronous Web-based LSSI LSSI DigNet.com DigNet.com NetAgent NetAgent ChatSpace ChatSpace ConferenceRoom ConferenceRoom OnDemand OnDemand LivePerson LivePerson RefStart (in Beta testing) –virtual ref. with social media RefStart (in Beta testing) –virtual ref. with social media http://www.textalibrarian.com/mobileref/tag/virtual-reference- softwarehttp://www.textalibrarian.com/mobileref/tag/virtual-reference- software/ http://www.textalibrarian.com/mobileref/tag/virtual-reference- software Ask US 24/7 Ask US 24/7

7. Synchronous Web-based These applications resemble reference desk assistance. These applications resemble reference desk assistance. Functionality Functionality chat, co-browsing of web pages, webpage and document pushing, customization of pre- scripted messages, storage of chat transcripts, and statistical reporting. chat, co-browsing of web pages, webpage and document pushing, customization of pre- scripted messages, storage of chat transcripts, and statistical reporting.

8. Freeware Digital Ref. Software Livezilla Livezilla Freeware (partially open source) Freeware (partially open source) Highly recommended by many librarians Highly recommended by many librarians Can be downloaded from Can be downloaded from http://www.livezilla.net/home/en/# http://www.livezilla.net/home/en/#

9. Digital Reference Sources Vitrual Reference Shelf (Library of Congress) Vitrual Reference Shelf (Library of Congress) http://www.loc.gov/rr/askalib/virtualref.html #encyclopedias http://www.loc.gov/rr/askalib/virtualref.html #encyclopedias Librarian’s Internet Index (LII) Librarian’s Internet Index (LII) Ready Reference and Quick Facts Ready Reference and Quick Facts http://lii.org/pub/topic/reference Refdesk.com Refdesk.com http://refdesk.com

10. ASK US 24/7 Global, cooperative service staffed by reference librarians from New York State libraries and other states and countries. Global, cooperative service staffed by reference librarians from New York State libraries and other states and countries. Activity #3: Visit the site http://www.questionpoint.org/crs/servlet/or g.oclc.admin.BuildForm?&page=frame&in stitution=13235&type=2&language=1 Activity #3: Visit the site http://www.questionpoint.org/crs/servlet/or g.oclc.admin.BuildForm?&page=frame&in stitution=13235&type=2&language=1 http://www.questionpoint.org/crs/servlet/or g.oclc.admin.BuildForm?&page=frame&in stitution=13235&type=2&language=1 http://www.questionpoint.org/crs/servlet/or g.oclc.admin.BuildForm?&page=frame&in stitution=13235&type=2&language=1

11. QuestionPoint Ready Reference Links QuestionPoint wiki has links to ready reference sources QuestionPoint wiki has links to ready reference sources Sources selected by librarians Sources selected by librarians Visit the sources at Visit the sources at http://wiki.questionpoint.org/24+7+Coop+FAQ s http://wiki.questionpoint.org/24+7+Coop+FAQ s http://wiki.questionpoint.org/24+7+Coop+FAQ s http://wiki.questionpoint.org/24+7+Coop+FAQ s

12. Other Free Chat Q&A Services Yahoo Answers Yahoo Answers http://answers.yahoo.com Ask.com Ask.com http://www.ask.com Ask Earl.com (for kids) Ask Earl.com (for kids) http://kids.yahoo.com/ask_earl Internet Public Library (IPL) Internet Public Library (IPL) http://www.ipl.org VRD Center VRD Center http://vrd.askvrd.org/index.asp?rid=2863&cat=1475 Links to many fee-based services Links to many fee-based services Links to Ask.com, Expert.com, and more Links to Ask.com, Expert.com, and more Not as good as ASK US 24/7 Not as good as ASK US 24/7

13. Watch this Short Video: Now Your Library is Open Late Excellent advertising of virtual reference using a short video Excellent advertising of virtual reference using a short video QandANJ.org (Questions and Answers at New Jersey Public Library) QandANJ.org (Questions and Answers at New Jersey Public Library) Watch the video at Watch the video at http://www.youtube.com/watch?v=ocLdyeAqU mg&NR=1 http://www.youtube.com/watch?v=ocLdyeAqU mg&NR=1

14. ALA/RUSA Guidelines Guidelines for Implementing and Maintaining Virtual Reference Services Guidelines for Implementing and Maintaining Virtual Reference Services http://www.ala.org/ala/mgrps/divs/rusa/resources /guidelines/virtrefguidelines.cfm http://www.ala.org/ala/mgrps/divs/rusa/resources /guidelines/virtrefguidelines.cfm How to prepare for virtual ref. services How to prepare for virtual ref. services Dealing with clientele Dealing with clientele Facilities Facilities Privacy Privacy Other matters Other matters

15. Issues Privacy Privacy Patrons’ chat transactions Patrons’ chat transactions See RUSA Guidelines See RUSA Guidelines Cost Cost User mediation User mediation Staffing Staffing Who is allowed to use the service at your library? Who is allowed to use the service at your library?

16. Listserv The Virtual Digital Reference The Virtual Digital Reference A listserv for digital reference. A listserv for digital reference. To subscribe, send an e-mail message to: To subscribe, send an e-mail message to: LISTSERV@LISTSERV.SYR.EDU In the first line of the message, type: SUBSCRIBE DIG_REF Firstname Lastname