WebJunction

Collaborative Virtual Reference Symposium
July 31 - August 1, 2007
Denver, Colorado

Presentations

Introductions

Presenters: Kris Johnson & Eugene Hainer, Colorado State Library
Presentation Links: PowerPoint Introduction 

Keynote Address

Presenter: Joseph Janes, University of Washington iSchool
Title: "Why Collaborate?"
Presentation Links: Carla Pfahl's MINITEX Blog Notes (scroll down) 

Abstract:  It seems appropriate, at a meeting set up to discuss aspects of collaboration in virtual reference, to begin by asking why collaborative service is a good idea? What's it for? And, by extension, what's it not for? I want to look back a little back at where we've come from, and forward to what we might be, and see if that doesn't get a little discussion started that will carry us through the next two days.

Session 1 — Side by Side Comparison of Collaborative VR Services

Presenters: Vince Mariner, Diana Sachs-Silveira, Caleb Tucker-Raymond, Program Committee Members
Presentation Links: PowerPoint Presentation - Carla Pfahl's MINITEX Blog Notes (scroll down)

Abstract: The 2007 VR Symposium Program Committee will present a census of key information about active collaborative virtual reference services utilizing data gathered from a comprehensive survey conducted spring 2007. Want to find out the nuts and bolts of running a collaborative VR service? Want to know how much staff and how much money it takes? This session will reveal timely information about current services.

Session 2 —Funding and Sustainability: Managing Growth and Building Collaborations that Last

Session Facilitator: Vince Mariner
Presentation Links: Session Notes (.pdf) - Notes generously provided by Buff Hirko - Carla Pfahl's MINITEX Blog Notes (scroll down) 

Abstract: A panel of experts will share their unique experiences sustaining and managing virtual reference services.

Presenter: James Duncan
Title: "Money is Only Part of the Answer: Virtual Reference at the Crossroads"  

Abstract: Three primary factors influence growth and sustainability for collaborative virtual reference services like AskColorado. Predictability of funding, staffing requirements, and philosophical commitment to virtual reference as a library 2.0 activity all contribute to the service equation. The interplay of these factors is nuanced and can become complex. This presentation will discuss the current crossroads for virtual reference and will offer some ideas for future directions.

Presenters: Peter Bromberg & Beth Cackowski
Title: "What's Keeping us Energized for the NEXT Five Years?"
Presentation Links: QandANJ.org Website

Abstract: QandANJ.org libraries have been volunteering their time to provide 24/7 statewide virtual reference service since January, 2002. They were initially attracted to the project because it offered an opportunity to do something new, exciting and revolutionary. Over the past five years, these initial incentives to participate have lost some of their appeal; so we are taking a three-pronged approach to keep our libraries on board and engaged: Appreciate, Energize and Innovate. We will discuss the ways in which we demonstrate our appreciation to staffing libraries, energize the librarians who are the life blood of our service, and innovate new ways to deliver and promote 24/7 library service to the residents of New Jersey.

Presenter: Michele Pye
Title: "Built to Last from the Start" 

Abstract: Launched less that a year ago, BC's AskAway service is a joint venture between public and post-secondary libraries throughout the province. Sustainability was a key component to the planning of AskAway and continues to drive many of the decisions as we plan collaborations with other library sectors.

Session 3 —Should Virtual Reference Software Work? (A panel of VR software vendors)

Session Facilitator: James Duncan
Panelists: Susan McGlamery & Jeff Penka, OCLC QuestionPoint : Angela Pfeil & Sean Zinsley, Tutor.com
Presentation Links: Session Notes (.pdf) - Notes generously provided by Joe Thompson - Carla Pfahl's MINITEX Blog Notes
 

Abstract: James Duncan, Colorado State Library, will facilitate a panel session consisting of representatives of OCLC QuestionPoint and Tutor.com.

Session 4 —Collaborative Virtual Reference Services from Around the World: Marketing Virtual Reference Buy-in, Recruiting and Collaboration

Session Facilitator: Diana Sachs-Silveira
Presentation Links: Carla Pfahl's MINITEX Blog Notes (scroll down)

Abstract: Panelists from Canada, New Zealand and Sweden will present universal issues in synchronous virtual reference marketing.

Presenter: Dyan Perley
Title: "We built it! And they came…Strategies for maintaining staff sanity in times of rapid growth" 

Abstract: Ask A Question (AAQ) is a public and post secondary collaborative email-based virtual reference service serving the province of Alberta, Canada. Ask A Question software is an open source product that was developed by three Alberta libraries in 1999. The service has seen a dramatic increase in usage since the launch of a redesigned public website in late 2006. While exciting, such ‘instant’ success poses significant challenges for AAQ staff and has caused us to be creative in finding methods to keep staff interested and excited about virtual reference (and minimize stress as much as possible!). This session will examine the methods that we have utilized to help ease staff anxiety, maintain buy-in and build collaborative relationships throughout the province.

Presenters: Ulf-G Nilsson & Magnus Illvered
Title: "Competence Clusters for Virtual Reference Services: A New Model for Collaboration"
 

Abstract: In a process of developing a model for competence clusters, guidelines are established on how to conduct a knowledge inventory and making knowledge accessible. Competences in this case include language, subject knowledge and socio-cultural insight. The mapping of competences is a dynamic process where new competences can be and are defined all of the time. The result of a knowledge inventory should result in defined competences with searchable metadata. When there is a need for a new service, the metadata provide an easy method to find operators with suitable competences. Through the organizational and software co-operation these can be connected with the new service.

Presenter: Kini Piper
Title: "Fire in the Belly: Developing a Dynamic and Dedicated Team"
 

Abstract: We now have 103 operators nationwide. On any given day we have up to five librarians online at a time, talking to customers in two languages – and they could be in either the North or South Island of New Zealand. Our goal is to build a team of virtual reference librarians who are completely comfortable & competent in this environment. So how do we train this pool of staff and ensure they get the upskilling they need to provide consistent quality service? And how do we continue to lift the bar? Kini will discuss the issues around recruitment, training & support and describe solutions we have developed which have wider applicability.

Session 5 —Instant Messaging: Considerations, and Compatibility with Collaborative Virtual Reference

Session Facilitator: Caleb Tucker-Raymond
Presentation Links: Carla Pfahl's MINITEX Blog Notes (scroll down)

Abstract: Some libraries are embracing Instant Messaging (IM) as a medium for virtual reference, and the effects ripple throughout the collaborative services. As libraries embrace IM reference, it has become clear that collaboration is no longer the cheapest way to provide virtual reference service. But are IM and VR collaboration mutually exclusive? The speakers on this panel will relay their experiences with collaborative services and IM, and discuss the opportunities for - and barriers to - collaborative virtual reference with IM.

Presenters: Alex Hodges & Sarah Palacios-Wilhelm
Title: "Reclaiming our Collaborative Past: How Instant Messaging has Brought us Back Together"
 

Abstract: What happens to collaborative virtual reference when technology fails and management changes? A different form of collaboration is born. One year after abandoning their Washington Research Library Consortium virtual reference service in favor of individual services, Sarah Palacios-Wilhelm and Alex Hodges will discuss why their institutions decided to move away from a collaborative staffing model and how they have come back together to build an alternative collaboration to share communication and staffing best practices for their respective instant messaging reference services. Their presentation will include a discussion of how George Washington University and American University exchange management and policy initiatives in an effort to re-ignite collaborative spirit in their region.

Presenter: Valery King
Title: "Acting Globally, Acting Locally: Local Instant Messaging and Collaborative VR"
 

Abstract: Oregon State University has participated in Oregon’s statewide collaborative virtual reference from the beginning. Recently they added a local IM widget on the Library’s web pages, and saw its use soar in a very short time. Yet they continue to offer the more "traditional" collaborative chat as well. Valery King will explore how OSU is making both models work, discussing similarities and differences between IM and chat, reasons for the success of the little IM widget, and why OSU believes the two don’t need to be mutually exclusive.

Presenter: Kenneth Furuta
Title: "Instant Messaging and Collaborative Virtual Reference"
 

Abstract: Libraries in the University of California system launched a collaborative virtual reference service in November 2006. One of the goals is the incorporation of Instant Messaging as an avenue of communication. Although there is interest, no consortium currently offers such a service as a group. Kenneth Furuta will explore the constraints on implementing such a service.

Session 6 —What’s Next in the Adventure: The Future of Collaborative Virtual Reference Services

Session Facilitators: Joe Janes & Susan McGlamery
Presentation Links: Session Notes (.pdf) - Notes generously provided by Buff Hirko - Carla Pfahl's MINITEX Blog Notes (scroll down) - Carla Pfahl's MINITEX Flickr Photos

Abstract: What are emerging and best practices for VR? Is Collaborative VR a simple extension of a traditional reference model? Or does it change what library service can be (can you say Library 2.0?). Will IM reference services impact Collaborative VR in a dramatic way? In what portends to be an exciting discussion, Joe James and Susan McGlamery will facilitate an audience participation discussion about these questions and more, tying together themes presented thought the 2-day symposium in order to give participants ideas to help plan for the future…or…our next exciting episode!

This Symposium was organized by the Networking and Resource Sharing Unit of the Colorado State Library, with assistance from the Bibliographical Center for Research (BCR). Sponsors included OCLC, and Tutor.com.