• Save
The Invisible Reference Desk
Upcoming SlideShare
Loading in...5
×

Like this? Share it with your network

Share
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
  • real-time reference even though is not in person

    Are you sure you want to
    Your message goes here
  • local content

    Are you sure you want to
    Your message goes here
  • customization

    Are you sure you want to
    Your message goes here
  • success!!!

    Are you sure you want to
    Your message goes here
No Downloads

Views

Total Views
3,712
On Slideshare
3,452
From Embeds
260
Number of Embeds
5

Actions

Shares
Downloads
0
Comments
4
Likes
2

Embeds 260

http://llamadavirtual.wordpress.com 230
http://bibliotecas-.blogspot.com 21
https://llamadavirtual.wordpress.com 6
http://cc.msnscache.com 2
http://www.slideshare.net 1

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide
  • 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

Transcript

  • 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!
  • 11. AOL Instant Messenger
  • 12. AOL Instant Messenger
  • 13. AOL Instant Messenger
  • 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
  • 20.  
  • 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