This presentation was developed by Fayetteville Free Library and delivered at the New York State Public Library Association conference in 2013.

1. Innovative
Reference Services
MONICA KURYLA, FAYETTEVILLE FREE LIBRARY
MICHAEL MAZIEKIEN, KENILWORTH PUBLIC LIBRARY

2. Determining Point-of-Need
Where is
everybody?

3. Innovative Reference Services
Localized Reference
• Hotspots
• Progression
• Stopping Points
• FAQs
• Virtual Services

4. Innovative Reference Services
Community Outreach
• Local Collaborations
• Shared Promotion of
Services
• Serving New
Populations
• Determining Needs
• Library as HQ

5. Roving Reference
 Goal: continue to develop and expand our ability to reach patrons
who would not normally approach the desk.
 Proactive customer service focused approach to delivering
information
 Delivering a targeted service at the point of need
 Increased visibility of library staff and resources available with a
focus on providing for the individual needs of the user.
 Enhance/personalize quality of patron-librarian interaction
 Patrons’ needs can be addressed by directly approaching them on
their terms
 Increases quality of reference that reaches users

6. Creating a
Roving Reference
In House Service Plan
•Identify areas that users may need assistance
•Determine specific information needs of users
•Conduct an assessment of types of information
users are requesting throughout all areas of the
library
•Upload all digital content (including apps,
videos, and eBooks) to any type of mobile device
•Train staff on how to engage users in
conversation and meet their specific information
needs

7. Samples of
Preloaded Content
Roving Reference
Service
Newstand-Wall Street Journal, NY Times, Publishers Weekly (reviews), Consumer Reports
3M Cloud Library – instructional purposes, check holdings, patron account
Connect – This app includes a directory of business listings and events for the Central New York area.
Goodreads-use for book suggestions, reviews and to get info on our upcoming author Skypes
SnapGuide – Includes “How To” videos from a number of different sources

8. Implementing an In
House Roving Reference
Service
•Approach users using the library
•Be identifiable as library staff
•Engage in a conversation with the user
•Create a personalized experience
•Create a hands on experience-Train on the
spot

9. Roving Reference – Outside the Library
Library as Headquarters for Service Area
• Police Headquarters vs. Police Department
• Traditional vs. Virtual Campus
• Brick-and-Mortar vs. Distributed Services

10. Roving Reference – Outside the Library
Purpose
• Increase Awareness of Library’s Role
• Form New Community Partnerships
• Advocate for Library Support
• Identify Needs of Community

11. Roving Reference – Outside the Library
Points of Need in Your Community
• Civic Organizations
• Rehabilitation Programs
• Support Groups
• Schools
• Small Businesses
• Shelters
• Journalists

12. Roving Reference – Outside the Library
Is your primary goal:
• To remind people that the library exists?
• To increase brick and mortar library visits?
• To initiate an ongoing collaboration?

13. Innovative Reference Services
Virtual Reference
• Existing Delivery
Systems
• Social Media
Platforms
• Live vs. Archived
Assistance
• New Technologies
(Mobile, AR)

14. Setting Up a Virtual Reference Model
NJLA 2011 Virtual Reference Task Force
Systems Evaluated:
• QuestionPoint
• LibraryH3lp
• Oracle Live Help
• Springshare
• RefChatter
• OpenFire/Drupal/Mosio

15. Setting Up a Virtual Reference Model
Choosing the Service That Fits Your Library
• Elements of Service
• User Practice
• Software Functions

16. Setting Up a Virtual Reference Model
Free alternatives
• Digsby
• This slide, or the next, needs
information on the concept of
driving people to our services or
meeting people across the
services they already use

17. Virtual Reference &
Social Networks
It is more than just booklists……
Create a social networking plan for how often to post, what
content to post, etc. and implement schedule using
Hootsuite.
Post links to free credible resources and explain why you
recommend them or how they can be useful to your
community.
Ask questions, survey community wants/needs/expectations
of reference services and/or resources
Create a conversation with library users-for example “What
are you reading this weekend?” or “do you have any
recommendations of local tutors?”

18. Virtual Instruction
Opportunities In House
Create a self serve digital learning station for users to view instruction
guides created by community members. i.e. Youtube video on “how
to download an app to your device” created in a program using our
green screen.
Record your own 3 minute video clips on “how to…” (download an
eBook to a Kindle Fire, etc.) and upload to a YouTube account. A
great way to personalize the instruction and promote it on social
networks as “how to” of the day.
Offer live Skype instruction right from the Reference desk during
designated hours

19. Virtual Instruction Opportunities
Archived Information
• Screencasts
• Topical Lists
• http://rtlibrary.org/earthday.html
• “Instructables” format

20. Virtual Instruction Opportunities
Live Assistance
• Live Chat
• Webinar Software (Adobe Connect, WebEx)
• Online “House Calls” via Skype

21. Social Media (Expanded)
• Reaching a Global Audience

22. Social Media (Expanded)
• Reaching a Global Audience

23. Social Media (Expanded)
• Reaching a Global Audience

24. Social Media (Expanded)
• Reaching a Global Audience

25. What Comes Next Now?
 Expansion of Knowledge Bases
 Augmented Reality
 Full Mobile Integration