The document discusses virtual reference services that libraries can offer. It defines virtual reference as delivering personalized reference resources to users outside the physical library. Some benefits of offering virtual reference include helping achieve the library's mission, reaching more users, and providing resources regardless of location or time. Virtual reference can be delivered through various formats like email, chat, webliographies and frequently asked questions pages. The document also discusses technologies, software options and costs associated with setting up and maintaining virtual reference services.

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

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