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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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