The Invisible Reference Desk
- 1. The Invisible Reference Desk: Virtual Library Service May 26, 2009
- 2. What is virtual reference service? “The delivery of personalized reference resources to users outside the physical library.” Source: Breeding, Marshall, “Providing Virtual Reference Service”, Information Today , Vol. 18, Issue 4, April, 2001.
- 3. Why should my library offer virtual reference? To help achieve your library’s mission To reverse declines in face-to-face requests for reference assistance To maintain the library’s patron base To reach a larger segment of the user community To provide resources regardless of time and location
- 4. What else can we do with virtual reference? Online Office Hours Online Library Instruction Online Programming Interviews with local authors, faculty members, etc.
- 5. Virtual Reference Formats Webliographies Pathfinders Ask A Services: Email and chat Frequently Asked Questions Information and referral
- 6. Webliography: Internet Public Library <http://www.ipl.org>
- 7. Ask A Service: Rancho Cucamonga Public Library <http://www.rcpl.lib.ca.us/emailref.htm>
- 8. Getting Started Technical Requirements: Internet access Web browser Email program Web server Optional software
- 9. Instant Messaging “ A type of communications service that enables you to create a private chat room with another individual. Typically, the instant messaging system alerts you whenever somebody on your private list is online. You can then initiate a chat session with that particular individual.” Source: Webopedia, <http://www.webopedia.com>
- 10. Some IM Services AOL Instant Messenger, www.aim.com Yahoo! Messenger, messenger.yahoo.com ICQ, web.icq.com MSN Messenger, messenger.msn.com All are free!
- 14. Contact Center Software “ Web contact center software was designed expressly for answering questions and providing live, interactive customer service on very high-traffic ecommerce sites . . . The software is based on the call center model, so it queues and routes Web calls to the next available agent (or librarian).” Source: Coffman, Steve, “Distance Education and Virtual Reference…”, Computers in Libraries , vol. 21, no. 4.
- 15. Virtual Reference Product Features Chat capability Pushing Web pages Co-browsing/Two-way browsing Statistical reports Creation of scripts
- 16. Virtual Reference Product Features Automatic generation of transcripts Knowledge base creation Display slideshows and presentations Send screen captures Question referral
- 17. Designed for use in libraries Popular among academic libraries and regional consortia Cost per year for one seat: $6000 One-time installation and training fee: $9000 Virtual Reference ToolKit by LSSI <http://www.vrtoolkit.net>
- 18. Chat Co-browsing Scripted responses Page pushing File pushing Virtual Reference ToolKit: Features
- 19. Form sharing Transcripts for users and librarians Call transfer to other sites and librarians Visual or audio alert for entering patrons Spell check Virtual Reference ToolKit: Features
- 21. Started by the Metropolitan Cooperative Library System (greater Los Angeles) Launched in January 2000 Standard product: Staffed by your library only Cooperative product: Staffed during the hours your staff isn’t available 24/7 Reference <http://www.247ref.org>
- 22. Costs One-time set-up fee: $4000 per seat Ongoing fees: $300 per month, per seat One-time training fee: $1000 + travel One day onsite and Web-based 24/7 Reference
- 23. Chat Co-browsing Scripted responses Page pushing File pushing Form sharing 24/7 Reference: Features
- 24. Transcripts for users and librarians Visual or audio alert for entering users Call transfer to other librarians Reports and statistics Two-month trial available 24/7 Reference: Features
- 25. QuestionPoint Co-branded service from OCLC and the Library of Congress Global solution: access to a worldwide network of libraries and a global knowledge base Local solution: services for local patrons and access to the worldwide network
- 26. QuestionPoint: Costs $4800 $2400 $2000 Non- contributing $4000 $2000 $1700 Contributing Full with Enhanced Communications Full with Standard Communications Global Network Subscribers
- 27. QuestionPoint: Standard Features Text chat Email management Question referral to other librarians, libraries, people outside the QP Network Global Knowledge Base Scripted Responses
- 28. QuestionPoint: Enhanced Features Voice Chat Push Web pages Application sharing Co-browsing Streaming video Digital photo display
- 29. The Virtual Reference Desk <http://www.vrd.org> “ The Virtual Reference Desk (VRD) is a project dedicated to the advancement of digital reference and the successful creation and operation of human-mediated, Internet-based information services.” Source: “About VRD” <http://www.vrd.org/about.shtml>
- 30. The Virtual Reference Desk <http://www.vrd.org> Funded by the U.S. Department of Education Goal: To promote digital reference services through education, sharing, and training Resources include a mailing list, a bibliography, and a database of services Establishes standards: “Facets of Quality for Digital Reference Services” Links to past conference proceedings
- 31. Implementing Planning Staffing Budgeting Designing Publicizing
- 32. Evaluating & Updating Evaluating Seek user comments Evaluation forms Surveys Questionnaires Usage Statistics Informally Troubleshooting
- 33. Evaluating & Updating Updating Test links Look for new resources to add Keep up with technology Review other sites for ideas Communicate and network
Editor's Notes
- #2: Bookmarks: GA Tech Real Time Reference: http://www.library.gatech.edu/research_help/ask.html Webliography: www.ipl.org, www.lkwdpl.org/readref.htm Pathfinder: www.jsu.edu/depart/library/graphic/amhypath.htm Ask A Service: www.rcpl.lib.ca.us/emailref.htm I&R: www.cumberland.lib.nc.us www.vrtoolkit.net www.247ref.org www.questionpoint.org www.solinet.net/workshops/qp/qpchat.htm and www.solinet.net/workshops/qp/qpques.htm www.vrd.org *Check for AOL Instant Messenger, Yahoo Messenger, etc. Intros Needs Assessment: Distribute index cards. Have students record one thing they’d like to discuss. Packets Review Objectives Review Agenda and Housekeeping