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vrs

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vrs

  1. 1. Virtual reference serviceVirtual reference service
  2. 2. ““Virtual reference is reference service initiatedVirtual reference is reference service initiated electronically where patrons employ computers orelectronically where patrons employ computers or other technology toother technology to communicate with public services staff without beingcommunicate with public services staff without being physically present. Communication channels usedphysically present. Communication channels used frequently in virtual reference include chat,frequently in virtual reference include chat, videoconferencing, Voice-over-IP, co-browsing, e-videoconferencing, Voice-over-IP, co-browsing, e- mail, and instant messaging”mail, and instant messaging” ALA definitionALA definition
  3. 3. VRSVRS •Task team to investigate current Virtual Reference Services (VRS) models and identify aTask team to investigate current Virtual Reference Services (VRS) models and identify a possible new or revamped service modelpossible new or revamped service model •Asynchronous and synchronousAsynchronous and synchronous •New tools were investigated, eg Meebo, LibGuidesNew tools were investigated, eg Meebo, LibGuides •Benchmarking - local and internationalBenchmarking - local and international
  4. 4. VRSVRS •Call Centre closing downCall Centre closing down •Handling of queries in the LibraryHandling of queries in the Library •Same queries handled by different DirectoratesSame queries handled by different Directorates •Available channels/ tools used in the LibraryAvailable channels/ tools used in the Library •Stakeholders consultedStakeholders consulted •Training for staffTraining for staff •Job descriptionsJob descriptions
  5. 5. current situationcurrent situation Clients currently contact the Library via the following channels :  Face to face  Postal Social media — Facebook and Twitter Email Fax to email QuestionPoint
  6. 6. QuestionPoint would replace all mailboxes (linked to bib-circ)QuestionPoint would replace all mailboxes (linked to bib-circ) The mailboxes currently in use would be used for internal referrals but all clientThe mailboxes currently in use would be used for internal referrals but all client contact will come via thecontact will come via the Ask a LibrarianAsk a Librarian page where the choice would be thepage where the choice would be the client’sclient’s The advantage of using QuestionPoint as the only point of contact is the factThe advantage of using QuestionPoint as the only point of contact is the fact that it is backed by an adminisatration system, a client enquiries function and athat it is backed by an adminisatration system, a client enquiries function and a knowledgebaseknowledgebase Stats can be drawn from QuestionPointStats can be drawn from QuestionPoint
  7. 7. chatchat Our proposed live chat periods will be 9:00-11:00 andOur proposed live chat periods will be 9:00-11:00 and 14:00-15:3014:00-15:30 
  8. 8. chatchat
  9. 9. web pageweb page A webpage was modelled on the University of Wisconsin Library’sA webpage was modelled on the University of Wisconsin Library’s Ask a librarianAsk a librarian pagepage   The current FAQ’s will serve as a self-help service before asking a question. During 2013 aThe current FAQ’s will serve as a self-help service before asking a question. During 2013 a comprehensive FAQ page will be developed using LibGuides.comprehensive FAQ page will be developed using LibGuides.  

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