Collaborative Virtual Reference Services Nancy Huling University of Washington Libraries Law...
-
Upload
calvin-raynor -
Category
Documents
-
view
219 -
download
3
Transcript of Collaborative Virtual Reference Services Nancy Huling University of Washington Libraries Law...
Collaborative Virtual Reference Services
Nancy HulingUniversity of Washington Libraries
Law Librarians of Puget Sound Workshop29 April 2009
DefinitionWhy virtual reference?Virtual reference @ the UWStaff attributes Advantages/BenefitsChallenges/PitfallsOverview of QuestionPointBest Practices Activity
Use of digital technologies by both user and library staff to interact on and respond to an information inquiry
Includes email, web forms, instant messaging (IM), and “chat”
Digital and Virtual used interchangeably
Our users are online--Pew Internet Reports--Assessment studies (Libraries & UW Tech)
Our resources and services are online
Provides options for users--anytime, anywhere service--unable to come on campus--Library anxiety!--Convenience (even when on campus)--Facilitates communication
Public research university42,974 students27,600 faculty and staffThree campus locations: Seattle (main);
Tacoma; Bothell (library shared by Cascadia CC)
17 colleges and schools, including medicine and law
Ref email 1992
247ref.org chat 2002
Unit email 1988+
Question list
Question list
Transcripts list
Info email 1992
Question list
Webform & chat -- all units
OCLC QuestionPoint Software
• Email services offered since the late 1980s• Implemented 24/7ref chat in collaboration
with Cornell University in January 2002• Beta site for OCLC’s QuestionPoint , 2002• Continued with 24/7 ref chat software until
merger with QuestionPoint in mid 2005• Joined the QuestionPoint 24/7 chat
cooperative in September 2005 • Participate in the Washington State Academic
Cooperative
Passion for providing reference & information services
Skills & abilitiesGood instinctsKnowledge Commitment to learning & growthEnthusiasmTeam player/TrustAbility to multitask
• Serves users anytime, anyplace• Preferred medium for those not in region
(studying abroad, online students)• Serves users with physical or language challenges • Questions can easily be moved from chat to
email, to subject experts or partner libraries• All virtual questions appear in a single list• Questions received at desks or via phone can be
added to system• Many minds enhance quality of response: the
power of us• Economical: we share resources through
collaboration
Reference transaction documentation
Encourages collaboration
Encourages sharing of knowledge & expertise
Challenging questionsLearn from colleaguesDevelops creativityHones communication
skillsGreat starting point for
students
Staff buy-in (the “they must come to the library” syndrome)
Resistance to collaborationOnly we can answer questions for our usersOnline communication environmentQuestion negotiation: determining the real
information needLearning how to manage user expectationsFEAR of failure & out of comfort zone
: A Quick Tour
Use QuestionPoint to manage all questions
All Libraries webpages link to the same chat or email form
Questions are answered, assigned, or referred as appropriate
Staff are trained on followup options
Links to virtual assistance
Web email form
Qwidget Chat Box (pops up)
Referred to Spokane County
Referred to UW Special Coll.
You move virtual help links front & center on your web pageYou place persistent links on every secondary web pageYou add Qwidget – a simple Meebo-style IM boxYour users are offered multiple options for assistanceYou respond to questions 24/7You seamlessly move the question, not the person
?
2007 2008
September 224 737
October 579 1265
November 656 1213
December 317 695
Chat traffic
Thank you SO MUCH. Chatting to you is like a multiple course asian meal. More good service just keep coming :-)
ok Nancy...you are a genius :-)OMG thank you. YOU must be a total smarty. This
is a lot of brain working and investigatingWOW, not only a great service but follow up! I’m
impressed – if I can provide the level of service that you do my enterprise will be a real success, thank you. Yes, I would very much appreciate your forwarding my request to Olympia. Thank you again for your hard work and thoroughness.
What constitutes best practices in virtual reference?