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questions@your desk answers@your library

questions@your desk answers@your library. Virtual Reference @ The University of Guelph Jenny Marvin – Project Manager Robin Cooper & Romie Smith – VR Staff. Agenda. Software – quick peek Introduction of VR to university of Guelph University & library administration Phase 1 - DE

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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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