1. If it’s not a virtual reference service then what is it? Well, it’s that, but a lot more too. Kimberly Feilmeyer, Bush Memorial Library Hamline University Libraries & Archives kfeilmeyer@hamline.edu kfeilmeyer@hamline.edu

2. Helping Our Patrons Whenever & Wherever Really being there at the point of need, 24/7 At Hamline we are currently in the process of moving from a model of multiple service desks (Circ., Reference, IT Help, etc.) to one of a Central Service Desk. However, the project is ongoing and may not be finished until late in the academic year. Our 24/7 chat service allows us to maintain constant availability, even as the physical service space and model is in flux.

3. Helping Our Patrons Whenever & Wherever Chat coverage is a regular part of our reference shifts ●Strive to assist our Chat patrons during our regularly staffed service hours ●Provide easy access to our chat service on all library sites, guides, and all resources that allow us to place a chat connection in their interface ●Provide some back-up support for other Hamline student services ●Provide chat support to patrons of CLIC and other MN academic libraries

4. Helping Our Patrons Whenever & Wherever Our patrons now really do have help 24/7 No matter where in the world they are studying, our students can get high- quality assistance from an academic librarian Easy to follow-up with our patrons if/when they need further assistance Bush Memorial Library is modeling Hamline’s vision to be locally engaged and globally connected

5. To Improve Helping Our Patrons Whenever & Wherever in the future Continue to seek better ways to brand or otherwise make visible our chat help in both library created pages and our subscription resources Encourage continued improvements to the QP interface for both patrons and librarians Support and strengthen collaborative online services in the digital information environment to benefit our patrons

6. Helping Our Patrons Whenever & Wherever “The librarians who are thriving most consistently in the digital era are those who have found a way to operate as a node in a network of libraries and librarians” John Palfrey, author of Bibliotech: Why Libraries Matter More Than Ever in the Age of Google in The Human Network, Library Journal Sept.15, 2015