1. Ask a Librarian Live: Virtual Reference at the University of Saskatchewan Library Presenters: Vicky Duncan & Angie Gerrard

2. Brief History of Project Software Mission & Scope of Service Staffing Training Marketing Statistics Future Developments Ask a Librarian Live Project

3. Why Virtual Reference? Defined as the “synchronous exchange of information between library reference staff and patrons, using online chat software” Stephen Abram at Netspeed 2001 spoke about the need to “be where our patrons are” Health Sciences Library trialed “HumanClick” software July 2002

4. Implementing System Wide In December 2002 we were tasked with implementing library wide Throughout 2003 interested library staff formed a Virtual Reference Taskforce Discussed key issues such as staffing, software, scope of service etc. Much of 2003 was spent on software selection

5. Selection of Software Tried to find a single solution for the Library and the University I.T. Division Primary requirement was no patron download 4 packages were trialed: –E-Care from Netopia –LSSI (now called Tutor.com) –24/7 –QuestionPoint (OCLC)

6. The Winner! LSSI –no patron download required –intuitive interface –attractive pricing (recently restructured) –good customer and technical support –compatibility with EZ Proxy –but….changes are coming!

7. Mission & Scope of Service “To assist patrons in using online resources and to answer questions about the Library and its policies and procedures, at point of need” Emphasis will be on teaching Service is open to everyone, but we strictly adhere to online licensing agreements Offered Mon-Fri 10am-4pm (except holidays)

8. Librarian View

9. Patron View: Login

10. Librarian View: Session Inbox

11. Librarian View

12. Patron View

13. Patron Survey

14. Patron Links

15. Types of Questions Received (July 1 – Oct 31, 2004 & Jan 1 – April 20, 2005)

16. Patron Status (July 1 – April 20)

17. Questions? Vicky.Duncan@usask.ca Angie.Gerrard@usask.ca