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"No Speech Can Stain What is Noble by Nature?" (Sophocles) - The Importance of Setting the Tone and Best Practices During Live Chat Reference
Successful practices are investigated and highlighted in this presentation. They are put into context through real-life examples illustrating why interactions hit the right or wrong notes. Strategies for ensuring satisfied patrons are also discussed.
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A Mixed Method Evaluation of a Statewide Collaborative Chat-based Reference Service in North Carolina
This presentation describes the evaluation plan, the methodologies, and some preliminary data analyses from the evaluation of NCknows, a collaborative statewide chat-based reference service in North Carolina.
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A Statistical Analysis of Current Digital Reference Practice at the Library of Congress
This presentation shares graphical charts that illustrate the Library of Congress' web form and chat transaction totals, and how these inquiries are handled and answered.
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A View from the North: A Cross-border Perspective on International Reference within an Academic Chat Co-operative
How well can a digital reference service adapt to globalization? An international partnership presents challenges such as language, cultural and legal environments. Experiences, insight and perspectives are offered in this presentation.
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Are We There Yet? Taking the Scenic Route to an Integrated Reference Service
This presentation focuses on the steps taken to plan for the future of the National Institutes of Health Library reference services, including marking and evaluating the service, and fostering staff buy-in.
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Assessing the Virtual Reference Success using the Revised RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers
This presentation assesses the extent to which the behaviors in the Revised RUSA Guidelines (2004) are observed in virtual reference transactions and their associations with service performance by analyzing 422 interview transcripts and corresponding user surveys.
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Building A Virtual Collaboratory
With funding from a USDA CSREES grant, and working with teaching faculty, Rutgers Librarians are developing a virtual collaboratory where librarians, students, and others can work together in an information-rich learning and research environment.
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Crafting A Reference Future with Preferred Futuring: the University of Southern California Experience
This presentation explores the benefits, the step-by-step process, the documentation and the follow-up reference action planning for successful use of preferred futuring for strategic planning.
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Creating National Collaborative Reference Services in Australia
The development of national reference services in Australia is addressing the shortcomings of public access to library collections and services. Building collaborative relationships has delivered services such as AskNow, PictureAustralia and the InformationAustralia portal.
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Deciding When to Offer Chat Reference: Optimizing the Decision Making Process by Creating a Composite of User Behavior
This presentation offers the results of a data analysis completed to determine optimum times to offer chat reference. Several types of data besides digital reference statistics are examined.
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Digital Reference, Privacy, and the Law in the United States and Canada
This presentation compares Canadian and United States library privacy laws regarding reference services. A model law is offered to upgrade state laws where privacy protection is weak.
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Everyday Mysteries Web Site- A New Twist on Ready Reference
This presentation discusses the concept, design and challenges of creating the Everyday Mysteries Web site. The presentation also covers publicity (from interviews and press releases to meta-tags and directory registrations) and finding graphics.
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Everyday Mysteries Web Site- A New Twist on Ready Reference: Handout
This handout provides an overview of the concept, design and challenges of creating the Everyday Mysteries Web site.
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In the Beginning: Communication Theory Applied to Digital and Face-to-Face Reference Interactions
Is chat really that different than in-person reference? Using communication theory, this study compares the opening minutes of chat and transcripts of in-person reference interactions.
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InfoEyes: Addressing VR Accessibility and Voice Over IP Functionality
InfoEyes (http://www.infoeyes.org/) is a multi-state project to design, test, and implement a VR service for blind and visually-impaired individuals. Accessibility issues, VoIP, and other enhanced VR features are discussed.
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Is Collaborative Virtual Reference Cost Effective and if so, For Whom?
This presentation offers a cost/benefit analysis of a state-wide collaborative reference service for a participating University. Analyzes 1,000 transcripts over a nine-month period. Presents method of evaluation and results.
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Lowdown on Fee vs. Free Virtual Collections for Virtual Reference
Summary of Rutgers University's survey of librarians' use of e-reference sources.
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Maximizing Value: Creating an Online Tutorial That Will Also Serve as a Reference Tool
This presentation discusses how content management and RLO's are being applied to an online tutorial, thus allowing flexibility in information delivery at several points of need and in various formats.
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Online Virtual Reference Training
Presentation of the results of a study to identify effective online training techniques for virtual reference skills, as well as characteristics of attendees who are more likely to succeed in online training.
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Online Virtual Reference Training: Handout
This handout offers ideas for online virtual reference training, including sample training techniques and some selected readings.
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Points of Access: Adding a Friendly Librarian to the Unfriendly Catalog
In order to offer access at the patron's point of need, an Ask a Librarian tab was added to Memorial Hall Library's catalog. This presentation examines the statistics and identify policy changes.
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Practical Evaluation: Not an Oxymoron!
Everyone talks about evaluation, but few do it. Washington's Statewide Virtual Reference Project developed practical solutions in the Virtual Evaluation Toolkit - then tested it in academic, public, and special libraries.
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Putting it in Writing: Potential Use and Abuse of Virtual Reference Services
This presentation considers potential use and abuse of virtual reference services in undergraduate university settings, discussing policy and practical approaches to balancing user needs and desires, with appropriate, ethical service.
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Service or Sacrifice: Staffing Models for Live Electronic Reference
Based on a sampling of libraries offering chat reference, this presentation examines existing staffing models to identify characteristics such as rank and deployment of employees, as well as levels of engagement and satisfaction, and the staffing implications of integrating chat with other reference services.
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Serving the Generations
This presentation discusses how various generations access information, and what we need to know in order to effectively reach them through our reference services, including virtual reference.
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Serving the Generations
How do the various generations access information? What do we need to know in order to effectively reach them through our reference services, including virtual reference?
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Taking the Plunge to 24x7: The Ramifications of Extending VR Service through Outsourcing
What happens when a university with multiple libraries and campuses extends its chat service to 24x7 through outsourcing? This presentation explores preparation, evaluation, publicity, and the impact on overall statistics.
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Teens and Chat Reference: A Match Made in Heaven or…?
This presentation of a panel discussion on adolescent development, how teens are using technology and why so many teens are drawn to chat reference. Tips for how to work online effectively with teens is included.
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The Future is Now: Revamping Virtual Reference Service Education for SLMSs and Youth Services Librarians
This presentation The purpose of this research is twofold: 1) to assess the skills and knowledge required for the provision of VRS in school and public libraries, and 2) to integrate the results into the curriculum of SLIS/USC.
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The Relationship Between Interaction Characteristics and Answer Quality in Chat Reference Service
This presentation offers an analysis of the relationship between the quality of the reference interview and the answer in chat reference, based primarily on a study of session transcripts from both public and academic libraries.
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Training and Management of Virtual Reference Services: How RUSA Standards Can Help
This presentation highlights practical applications for new and existing services of two RUSA standards, "Guidelines for the Implementation and Maintenance of Virtual Reference Services" and the revised "RUSA Behavioral Guidelines".
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We've Counted It - Now What?: Establishing Performance Targets for a Virtual Reference Service
It's easy to gather data about the questions we answer, but how do we define success? This presentation describes one public library's efforts to identify benchmarks and establish performance targets.
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When Kids Enter the Queue: Working with Unexpected Users on University Virtual Reference Sites
Children are increasingly presenting themselves in University library virtual reference queues. This presentation offers interview strategies, referral methods and ways to accommodate grade school users.
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Who's on Chat? Not Me! Digital Reference Staffing Issues
This presentation offers several models of staffing the virtual reference desk. Pros and cons of the different methods presented are discussed. Also presented is problems with current staffing models already in place.
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Yo Dude! Y R U Typin So Slow? Interpersonal Communication in Chat Reference Encounters: Handout
This handout offers suggestions on how to handle difficult patrons in chat transactions, and a bibliography of additional resources.
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Yo Dude! Y R U Typin So Slow? Interpersonal Communication in Chat Reference Encounters: Part 1
This presentation reports findings from analysis of 250 chat reference transcripts randomly selected from a statewide service. Results found a wide range of interpersonal communication present in VR, and recommendations for practitioners are included. This is part 1 of the presentation.
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Yo Dude! Y R U Typin So Slow? Interpersonal Communication in Chat Reference Encounters: Part 2
This presentation reports findings from analysis of 250 chat reference transcripts randomly selected from a statewide service. Results found a wide range of interpersonal communication present in VR, and recommendations for practitioners are included. This is part 2 of the presentation.
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