“Campaign Tracking” Gee Whiz Applications Example: Email campaign tracking mechanism (Live Person) Use a tracking variable in your links in your email campaign for example: http://www.mycompany.com?cp=winterPromo
“Live Keyword” Gee Whiz Applications Visitors coming from a search engine are highlighted in the software. You see the keywords they used in their search “ and instantly understand what they need”
Your REFERENCE Model (a long, long, time ago) Reference Desk Edward , Science Specialist Mary , Business Specialist Angela , Education Specialist person Telephone number to Reference Desk (not so long ago)
Your REFERENCE Model (post-Internet) Chat Ask Us e-mail service Telephone number Other innovative service points Face-to-face consultations Edward , Science Specialist Mary , Business Specialist Angela , Education Specialist system or person Online Subject Guides
eLibrarian, LiveAssistance don’t see integration with IM happening
Tutor.com’s new system “is extensible to IM and to any common Internet browser.” Will provide two levels of service: “basic” that is unaffected by “disruptive” technologies; “enhanced” that requires a client side application like AIM or MSN for increased functionality.
"Istanbul," capable of instant messaging, telephony integration and PC-based voice and video. (Microsoft)
MS Office Live Communications Server 2005 (LCS). http:// www.instantmessagingplanet.com /public/
Enterprise Edition supports up to 20,000 users per server and server pools of up to 100,000 users. Information stored in an SQL database and identities are authenticated though Active Directory. Only $3,000 !
users will be able to communicate with suppliers and customers using MSN, AOL and Yahoo! public IM networks.
Coffman, Steve. "We'll take it from here: developments we'd like to see in virtual reference software." Information Technology and Libraries, v. 20, no. 3. http://www.ala.org/ala/lita/litapublications/ital/2003coffman.htm
Lupien, P. Bilingual Virtual Reference : It's Better Than Searching the Open Web . Computers in Libraries v. 24 no. 5 (May 2004) p. 6-8, 53-4, 56
NISO Question/Answer Transaction Protocol. http://www.niso.org/standards/dsftu.html; http://www.loc.gov/standards/net_ref
OCLC. “OCLC and MCLS to combine Question Point, 24/7 Reference Services.” http://www.oclc.org/news/releases/20048.htm
Olivares, O. May: Virtual Reference Systems . Computers in Libraries v. 24 no. 5 (May 2004) p. 25-9.
Peters, T. Auditory Options . Library Journal (1976) part Net Connect (Spring 2004) p. 8-9