Video Reference A Pilot Project 2010

1. Video Reference A Pilot Project2010

2. Origin • Changing nature of reference service • Decreased number of staff available • Increased size of new buildings • Growing awareness of customer preferences for online contact – email, chat, im, comment forms, twitter, facebook

3. Genesis • Retain reference expertise between and throughout buildings • Increase capacity of in -building staff to be available for alternate assignments in and out of buildings • Make effective and efficient use of technology as a tool for providing reference service

4. Changing nature of librarian’s role • Increased desire to serve in community and provide programming • Make best use of professional staff – ‘just-in-time’ reference staffing rather than ‘just-in-case’

5. Can video reference support new models? • What if some libraries do not have reference staff available portions of the day? • What if some libraries do not have a reference staff assigned at all? • Would video reference fill the gap? • Would customers use it?

6. Technology tools chosen • Free software (Skype) • Existing computers • Low cost microphones • Low cost or built in video cameras

7. Process: goals • Set up Pre-Test at six libraries to: • Learn about sound quality • Discover customer interest • Ascertain impact on in-building activities • Determine placement of station

8. Process: planning • Hold initial meeting with staff in test locations • Develop communications plan, including talking points sent out prior to test • Set-up and test software and equipment

9. Process: delivery • Set up one staff at customer workstation encouraging customer participation • Set up the librarian providing video reference out of sight in same building • Run Skype sessions and take customer surveys • Collect staff observations

10. Customer Response • Overwhelmingly positive • Initial concern about replacing staff with computers • Liked the use of technology to address needs • Found it easy to use

11. Staff Response • Enthusiastic • More libraries wanted to be pre-test sites than we were able to accommodate • Sparked a lot of staff ideas on how the tool could be useful for their work

12. What we’ve learned • Customers appeared comfortable • Easy to use and setup • Staff saw the tool as useful • Was not disruptive to other library business • During pretest found no reason not to move forward with structured pilot project

13. What we’ve learned • Video reference is hugely attractive to children • Time of day and location of service important • Buy-in by staff is important to success

14. Our Next Steps 6 Month Pilot Project • One location open 10 hrs/day • Librarian in-house for 8 hr shift • Video reference covers other 2 hrs • Video reference hours • 10-12 Mon-Wed (6hrs per week) • 10-12 Mon & Wed (4hrs per week) • Evaluate / make recommendations

15. Pilot Project Staffing • Temporary assignment of 1-2 librarians • 4-6 hrs / week • Provide a professional development opportunity for interested staff • Limited hrs. away from regular workplace would have minor impact • Provide video reference from a centralized location for limited number of hours per week • Contrast with distributed model for IM/Chat • Centralized location would allow easy connection with technical staff if difficulties arise

16. Christine Clifford cclifford@hclib.org 952-847-8526 Thank You