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Realities of Virtual Reference

Realities of Virtual Reference. Presented by: Kathy Dabbour Doris Helfer Lynn Lampert California State University Northridge Presented at Internet Librarian November 17, 2004. Introduction. Decision to Start Virtual Reference History of Virtual Reference at CSU Northridge

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Realities of Virtual Reference

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  1. Realities of Virtual Reference Presented by:Kathy Dabbour Doris Helfer Lynn LampertCalifornia State University Northridge Presented at Internet Librarian November 17, 2004

  2. Introduction • Decision to Start Virtual Reference • History of Virtual Reference at CSU Northridge • Volunteers only and its implications • No publicity or marketing of the service other than on the website

  3. Introduction of Virtual Reference • Decision to Start Virtual Reference - Attended Internet Librarian Conference in November, 2000 - Heard about it in a presentation given by librarians from North Carolina State University - Introduced idea at next Library’s Executive Group Meeting..

  4. Introduction of Virtual Reference • History of Virtual Reference at CSU Northridge - While Executive Group was interested in the service they wanted to know about the costs and options. - Referred this to The Reference and Instruction Department Librarians discussed and approved in concept.

  5. Introduction of Virtual Reference • History of Virtual Reference at CSU Northridge (continued) - Database Coordinator Marcia Henry was tasked with contacting Steve Coffman and Susan McGlamery with more information about the options they offered.

  6. Introduction of Virtual Reference • History of Virtual Reference at CSU Northridge (continued) - Steve Coffman just gone with LSSI’s Virtual Reference service. Steve was invited to campus and asked to give us a demonstration and the costs.

  7. Introduction of Virtual Reference • History of Virtual Reference at CSU Northridge (continued) - Susan McGlamery - Head of Reference for MCLS and headed the 24/7 Project, a cooperative, real-time reference service, which includes public and academic libraries in the Los Angeles area. Since they were supported by Federal LSTA funding and we were members there was no cost to join the network.

  8. Introduction of Virtual Reference • History of Virtual Reference at CSU Northridge (continued) • Since LSSI would cost us and joining the 24/7 network would not we opted to start trying the 24/7 network since we had no additional money for implementation. • How to implement was discussed again at both the Executive Group and Reference and Instruction meetings.

  9. Introduction of Virtual Reference • Volunteers only and its implications • Both EG and RISD felt they would start on the service with volunteers willing to work on the service and that our contribution time would be limited • No publicity or marketing of the service other than on the website • Only announcement about the service was on the web site.

  10. Introduction of Virtual Reference • Low-key introduction was done for fear of too many questions while still learning the software and the limited resources we had to put toward the implementation

  11. Issues of Concern • 24/7 Network and Its Grant • OCLC purchased 24/7 in summer 2004 • Future costs • COLD – CSU Council of Library Directors • System-wide network and funding versus local service costs • Budget environment • Cost benefit analysis

  12. The Reality of Virtual Reference- The Challenges - • A Brief Review of the Literature • Virtual Reference vs. Traditional Services • Staffing and Instructional Issues • Technical Glitches • The Learning Curve for librarians and patrons – what do we know?

  13. A Review of the Literature • Virtual Reference Services: Issues and Trends (Monograph Published Simultaneously As Internet Reference Services quarterly, 1/2). Edited by Stacey E. Kimmel and Jennifer Heise. Haworth Press, 2003

  14. What will you find in the literature? According to JoAnn Sears of Auburn University Libraries literature prior to 2002 consisted of: • “Studies that examine either what libraries are doing or what chat technologies are available/vendors (Francoeur 2001; Gray 2000; Breeding 2001), • Implementation articles that describe projects done at a specific library/consortia (Broughton 2001; Eichler & Halperin 2000; Saunders 2001), and • Forecast articles that discuss the possibilities that chat technology will offer for the future of reference services (Coffman 2001).” Since 2002 the Literature largely looks at the benefits of the service –Extended Coverageof in person servicesAdvantage of Matching Subject Specialists with Patrons Pros and Cons in the Literature stack up like this….

  15. Cons Dependency on Online Resources Harder to Train Harder to Manage Bandwith/Connection Speed (patron) Privacy Issues Coordination Intensive Marketing Needed Multiple Policies Factor Pros Staff Flexibility Easier to Recruit?? Higher Morale Staff can conceivably work from home or remote from ref desk depending on library policy Shared collections in collaborative setup Reach a different population? Pros & Cons in Implementing & Sustaining a virtual reference service

  16. Administrative Challenges • Staffing Issues: • Commitment to Quality Service • Training (technology & procedures) • Motivation to participate / Buy-in • Time on Task (staff needed elsewhere?) • Adequate Hardware, Software, Support • Funding (costs in poor budget climate) • Promotion and Marketing

  17. Administrative Challenges Named in Literature • Lee, I.J. Do Virtual Reference Librarians Dream of Digital Reference Questions?: A Qualitative and Quantitative Analysis of Email and Chat Reference. Australian Academic& Research Libraries v. 35 no. 2 (June 2004). • Smith, R.M., et. al., Virtual desk: real reference [Florida Distance Learning Library Initiative]. Journal of Library Administration v. 32 no. 1/2 (2001) p. 371-82 • Barr, B., et al., Chat Is Now: Administrative Issues. Internet Reference Services Quarterly, 8(1/2), 19-25. 2003.

  18. Public Service Issues – Uses mentioned in the literature (including Instruction) • Office Hours – Online Chat • Group Meetings • Provide instruction to small groups of distance learners (Hope & Silveria, 2003). Hope, C., Peterson, C. & Silveria, J. B. (2003). Reach out and teach someone: Instructional uses of virtual reference. Paper presented at Association of College and Research Libraries 11th National Conference, April 12, 2003. Retrieved June 1, 2003 from: http://home.csumb.edu/s/silveriajanie/world/ACRL.ppt. Jaworowski, C. (2001). There's more to chat than chit-chat: Using chat software for library instruction. Paper presented at Information Strategies 2001 conference. Retrieved June 1, 2003 from: http://library.fgcu.edu/Conferences/infostrategies01/presentations/2001/jaworowski.htm.

  19. Implementation and Training • How California State University Northridge implemented the Virtual Reference service. • How training is provided. • Working in a collaborative- Multiple Library Policies- Evaluation of Performance - Supervision of service

  20. Virtual Reference @ CSUN • Since 2001 CSUN has engaged in a virtual reference program utilizing software provided by 24/7ref. This service was slowly added on to our already popular email reference service.

  21. Collaborative Virtual Reference in the CSU • In 2002-3 we began the process of joining in on a CSU collaborative project to share Virtual reference hours.Joined the MCLS 24/7 project with early adopters like CSU Pomona, CSU Los Angeles

  22. CSU Collaborative Overall Statistics • CSU Overview Statistics: August 15, 2003 through May 24, 2004 • Total Number of contacts, excluding test sessions: 7993 (compare 2019 for same period in 02-03) • Busiest days: Monday and Tuesday • Busiest hours: 9 am to 10 pm • Internal sessions (CSU to CSU): 1562 • External sessions (CSU to non-CSU): 1693 • Non-CSU Librarians responded to 6,675 CSU questions

  23. How did we train (and do we continue to train) our virtual reference librarians • Several sessions provided by 24/7 trainers • One-on-one training provided by coordinator • Dissemination of training materials • Use of Intranet to provide online documentation

  24. Issues for joining and sustainingour Ask A Librarian – Virtual Service • Training • Learning Curve – varied for librarians Issues included: • Time able to spend on training • Establishing desktop protocols for browser requirements for software • Finding practice time for multi-tasking functionality of the software

  25. Challenges & Learning Curve • Staff time and diversification of responsibilities • Difficult to assess librarians progress in mastering technology – often only transcripts (disjointed) • Scheduling issues (voluntary vs. required hours)

  26. RUSA Guidelineshttp://www.ala.org/ala/rusa/rusaprotocols/referenceguide/virtrefguidelines.htm Guidelines for Implementing and Maintaining Virtual Reference Services –Issues to establish from the outset that are key involve the Organization of Service: • Integration • Finances • Personnel • Marketing • Evaluation

  27. Staffing in a Collaborative • Filling the shifts • Covering for absences /holidays outside your library • Finding tech savvy librarians willing to fiddle with glitches • Dealing with transcripts revealing level of service on both ends of the transaction

  28. Assessment of Virtual Reference • CSUN end-user assessment • Evaluation of CSU Collaborative Project • Librarian feedback

  29. CSUN End User Assessment Part 1

  30. CSUN End User Assessment Part 2

  31. CSUN End User Assessment Comparison of Reponses

  32. Evaluation of CSU Collaborative Project: Patron Survey Results

  33. Evaluation of CSU Collaborative Project: Typical Week Survey

  34. Evaluation of CSU Collaborative Project: Typical Week Survey

  35. Evaluation of CSU Collaborative Project: Typical Week Survey

  36. Librarian Feedback • CTLSilhouette/Flashlight Online web-based survey • Solicited via email to 131 addresses (individual, library, or listserv) • 380 surveys submitted, Nov. 3-11, 2004 • Mostly academic librarians (69%) • 24% public • 6.5% other

  37. Librarian Feedback (cont.)

  38. Librarian Feedback (cont.)

  39. Librarian Feedback (cont.)

  40. Librarian Feedback (cont.) • 90% provided comments • ½ were mixed, ¼ negative, and ¼ positive • Common themes • Issues related to consortium (-) • Technical problems (-) • Match best format to type of question (+/-) • Time (+/-) • Distance education (+) • Outreach (+) • Just another service (+)

  41. Librarian feedback (cont.) • “It's a necessary evil in today's technologically based time. I think we would lose patrons if we didn't have an electronic reference service.” • “People tend to want the information instantaneously--seems to be lots of kids trying to do homework before bedtime!” • “I think that librarians who do virtual ref are statistically less likely to develop Alzheimer's.”

  42. Future assessment questions • Voluntary or required to staff VR? • Time • Average amount of time spent per type of question: compare chat, email, in-person, phone—does your library have related service policies? • Pressure to answer the question: compare chat, email, in-person, phone—is chat more stressful? • Explore “effective” reference and IL teaching—focus on the reference interview; distance learners? • Pros/cons of consortium service? • Staff training—technical only, or does it include policies, chat etiquette/style, etc.?

  43. The Future of Virtual Reference • The State of the CSU Collaborative Service • Local decisions • Prognosis • Final Thoughts

  44. Contact Information • Kathy Dabbourkathy.dabbour@csun.edu • Doris Helferdoris.Helfer @csun.edu • Lynn Lampert lynn.lampert@csun.edu

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