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Trends and Insights in Virtual Reference Services: January 2004 Overview

This document provides a comprehensive overview of the state of virtual reference (VR) services as of January 2004. Highlighting key developments, it discusses the increase in libraries offering VR, the rise in software providers, and the significance of collaborations among libraries. Notable services such as QuestionPoint and MASSanswers are mentioned, along with guidelines to improve librarian performance. This overview serves as a valuable resource for understanding the evolving landscape of virtual reference services.

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Trends and Insights in Virtual Reference Services: January 2004 Overview

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  1. State of Virtual Reference January 2004

  2. Libraries using VR • Gerry McKiernan’s Registry of Virtual Reference: (http://www.public.iastate.edu/~CYBERSTACKS/LiveRef.htm) • Joseph Janes’ global census of Virtual Reference (http://www.vrd2003.org/proceedings/presentation.cfm?PID=162) • Hundreds of libraries doing VR alone or in consortia. • More VR software providers than ever. • Other big trend: Patrons using IM.

  3. Collaborations • Almost 100 collabs on Bernie Sloans pages. • (http://alexia.lis.uiuc.edu/~b-sloan/collab.htm) • QuestionPoint • Night Owl (NCSU, UNC, Duke) • State Services: (MASSanswers, AnswerZone, AnswerOnline, AskAway,KANanswer, Answerland), Regional, National (ASERL’s project, CDRS) International (Ask A Librarian- Finland, AskNow- Australia)

  4. Organizations • Virtual Reference Desk. (http://www.vrd.org) They host the VRD conference. • MARS Ad Hoc Committee on Virtual Reference: working on guidelines, policies and standards for librarian behavior and administration of Virtual Reference.

  5. Other Virtual Services • Ask a+ Locator- A network of expert-based services (for instance, ask an ornithologist) (http://www.vrd.org/locator/subject.shtml) • LSSI and 24/7- “rent a librarian” services. • RIP AskERIC- Educator’s Reference Desk (http://www.eduref.org/) • Why isn’t there an EbscoHost VR service??

  6. Standards • Interoperability between systems • Interoperability with email • Librarian Performance guidelines • Administration practices Major Players: • RUSA- quality, behavior, administration • NISO Netref community (hardware, software, metadata, organization schemes)- stems from work on WRC

  7. Listservs • DIG_REF http://www.vrd.org/Dig_Ref/dig_ref.shtml • Livereference http://groups.yahoo.com/group/livereference/

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