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questions@your desk answers@your library

This document outlines the introduction of Virtual Reference (VR) services at the University of Guelph, highlighting the project management strategies led by Jenny Marvin and the VR staff, including Robin Cooper and Romie Smith. It details the phased implementation, from initial software demos to integrating VR into the learning environment. The agenda covers collaboration with university administration, aimed at enhancing student learning support, improving access to library resources, and discussing the operational challenges and user feedback, aiming for continuous improvement in service delivery.

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questions@your desk answers@your library

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  1. questions@your deskanswers@your library Virtual Reference @ The University of Guelph Jenny Marvin – Project Manager Robin Cooper & Romie Smith – VR Staff

  2. Agenda • Software – quick peek • Introduction of VR to university of Guelph • University & library administration • Phase 1 - DE • Phase 2 - first year, on-campus • Software demo

  3. Bringing VR to Guelph - Demo • Demo by Steve Coffman (Nov, 2000) • Invited • All staff • Senate Library Committee • UWO and WLU • Now, a sneak peak….

  4. Ask A Librarian Click Here

  5. Click to Talk to a Live Person

  6. Library Side – Monitoring the Queues

  7. LibraryScreen - Patron Record

  8. Library Screen – Form Sharing

  9. What the Patron Sees

  10. Patron Screen

  11. Patron side - Authentication

  12. Library side – Inside an Index

  13. Library Side - Virtual Classes

  14. Transfer and Conference

  15. Session Transcripts

  16. Bringing VR to Guelph - Meetings Meetings with: • Chief Librarian (Jan, 2001) • VP Academic Council (Feb, 2001) • IS Managers (Feb, 2001) • Chief Librarian’s Council (March, 2001) • Senate Council of Open Learning (March) • Information Services Staff (March)

  17. Bringing VR to Guelph - Rational Library’s Strategic Goals (2001 –2002) Implementing the digital library • services and resources that support the University's research, teaching and learning missions Enhance Learning Support • position the Library as an active participant in support of student learning

  18. Bringing VR to Guelph - Rational University’s Strategic Goals • Learner-centredness • Open Learning • Internationalism • Research-intensiveness • Collaboration • integration with curriculum • partnerships with other libraries, pooling of expertise and resources

  19. Rational - Other benefits • Unique service will enhance faculty and student recruitment efforts • Integration with university curriculum • passive “footprint” or structured learning activity • Support point-of-need learning • encourage retention of information literacy skills • 24/7 service

  20. Phase 1: Service Model • All IS staff • 30 (Librarians & Associates) • 48 Hours per week • Mon – Thurs: 10 to 2 & 6 to 10 • Fri: 10 to 2 • Sat/Sun: 1 to 4:30 • Users • 4 DE Classes

  21. Getting Started – Changes…. • Based on Summer 2000 reference stats: • Combined DRC and GovPubs desks • Combined Science and SocArts desks and reduced service hours • Major summer project • Scheduled time

  22. Getting Started - Operationalizing • LSSI Training (Apr 17 – 18) • Scheduled Practice (Apr 19 – 27) • Development of “front end” (Apr 19 – May 7) • Icon • Web pages • Triage • Policies – privacy, q & a • Prescripted messages, screens and slides

  23. Getting Started - Liaison & Publicity • Communication with faculty • Demo • Communication with users • Flyer in course packs • Introductory and periodic messages in WebCT • Virtual classes • Communication with University community • @Guelph, Guelph Tribune, Rogers

  24. Service Time - Issues • Troubleshooting • Technology • Procedures • Communication • Staff • Systems • LSSI • Troubleshooting Team

  25. Staff Response • Open to the concept • Keen and adaptable • Concern for quality of service • Stress regarding • Personal performance • Technology • Lack of best practices

  26. User Response • Very low point of need usage • Classes • Good attendance when required • Poor attendance when not required • Very positive feedback by all who used the service

  27. Hindsight is 20/20 • Not everyone is suited • People don’t know until they try • Will not be over run by users • Must promote and make service visible • Support team • Communication • Troubleshooting • Skilled experts

  28. Phase 2: Service Model • Virtual Reference Team • 7 (3 Librarians & 4 Associates) • 22 Hours per week • Mon – Thurs: 2 to 4 & 6 to 9 • Fri: 2 to 4 • Archives • Mon – Fri: 11 to 2

  29. Getting Started Again… • Assembly of VR team • Training • Daily meetings (two weeks prior) • Development of support materials • Focus on procedures and scenarios

  30. Promotion • Orientation venues • Peer helpers • Students • Door Hangers • Visible on Library Homepage • Posters at computer pools • Mention during library classes • Demos to faculty

  31. Next Steps - Evaluation • Web statistics - /vref.html • Usage • LSSI Reports • Usage (first 3 weeks – 11 patrons) • Best practices – transcripts (faqs, web design) • Web survey • Focus groups

  32. Hits by day of the week

  33. Hits per day

  34. Hits by the Hour

  35. Any Questions? jmarvin@uoguelph.ca

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