1. NCknows Challenges “There is only one little problem, of course. We are not on the Web, or we are not on it in any kind of a meaningful way. That position is still open. But there can be little doubt that we are the best ones to fill it.” – Steve Coffman From Anhang, Abe and Steve Coffman. "The Great Reference Debate" American Libraries 33(3) (March 2002): 50-54.American Libraries

2. “Issues” “Other” patrons Quality Control Humanizing Virtual Interactions Marketing Referral

3. “Other” Patrons Why shouldn’t you partner academic, public and special libraries? Why should you? Time, money, NCLIVE and your patrons! Minimum performance standards- RUSA Guidelines (http://www.ala.org/ala/rusa/rusaprotools/referenceguide/professional.htm)http://www.ala.org/ala/rusa/rusaprotools/referenceguide/professional.htm Reference Interview in Digital Reference (http://www.lis.uiuc.edu/~b-sloan/interview.htm) How will we know if it works? How to make it better: –NCknows listserv to reinforce resources and VR interactions –Ongoing informal needs assessment based on transcript reviews. –Websites arranged for the practicing NCknows’er (http://www.247ref.org/info/manual/librarianprotocol.cfm) –Training taskforce to investigate need and organize class sessions.

4. Quality Control Who reads the transcripts? Evaluators and designated representative from each library. This will be done by the evaluators on a broad scale but by us on a day to day basis. Skills and trust. Quality vs. Privacy (http://www.ncknows.org/using.htm- http://www.ncknows.org/using.htm- scroll down)http://www.ncknows.org/using.htm- We need and will ask for regular input from you on the relevance of NCknows to your mission and professional goals and a formal evaluation process that includes your input.

5. MARS guidelines on Privacy Privacy 5.1 Virtual reference communications between users and library staff should be private except as required by law. 5.2 Statistics gathered and maintained for the purpose of evaluating the growth or speed of virtual reference service should protect users' confidentiality and staff members' privacy. 5.2.1 It is recommended that user’s personal identifiers, such as name, e-mail, etc. be stripped from transaction records. Stripped records may be maintained for statistical and evaluative purposes. 5.2.2 Users should be advised of if transcripts will be retained, and what, if any, personal information will be retained with the transcript. 5.2.3 Privacy policies and transcript retention schedules should be publicly available. 5.3 Data gathered and maintained for training purposes and for publicizing the service should also protect user’s confidentiality.

6. Humanizing VR Humanize?! How romantic. Why should I? Key to patron satisfaction and a succesful interview. You and the Patron Expectations (human/human vs. human-comp-human) What’s different/same in a virtual environment. Ann Viles http://www.ifla.org/VII/dg/dgrw/dp99-06.htmhttp://www.ifla.org/VII/dg/dgrw/dp99-06.htm RUSA behavioral guidelines: (http://www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.htm)http://www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.htm Bad behavior? Either use scripted messages or ignore. You and your Co-workers NCknows, your home institution, and other VR’ers. Share positive experiences for instruction value. Listservs (NCknows, DIG-REF, live-reference) and IPSWICH IM

7. Marketing Meet Pam Jaskot, Communication Programs Specialist LSTA grant: Phase II Marketing task-force After March 11, we will re-evaluate to see if libraries can market on their own.