1. Province-Wide Virtual Reference • “I really like the invention of this awesome innovation.” • - chat reference patron

2. So What is Virtual Reference? • E-Mail Reference • Asynchronous – communications are delayed, like letters through the mail • Chat Reference • Synchronous – communications take place in real-time, like a telephone call • Other VR Technologies • Emerging technologies for reference include IM (e.g. MSN Messenger), Voice over IP, 2-Way Video, etc.

3. More About Chat Reference • Questions asked via a chat message box, from a library’s website • Questions answered via: • Chat (two-way typed messages) • Page pushing (web pages sent to patron’s computer) • Co-browsing (interactive searching)

4. Demonstration See a demo of a typical chat session at: • http://www.vpl.ca/finditnow/vrdemo.htm

5. Why Virtual Reference? To meet patrons at their point of need To meet patron expectations of: • Convenience • Accessibility • Anonymity To promote use of library resources: • Catalogue • Databases • Staff expertise

6. Some Numbers • Canada currently leads G7 countries in broadband penetration • BC is the most connected jurisdiction in North America • 74% of BC households are connected to the Internet • 64% of BC households have a high speed or broadband connection • British Columbians spend an average of 33 hours online per month • 25% of chat reference users at VPL have never used any other reference service before

7. Libraries Without Walls: The World Within Your Reach October 2004: • PLSB Strategic Plan introduced • Strategic Direction #1: Facilitate Equitable Access to Information • Extend Internet-Based Reference Services September 2005: • Province-Wide Collaborative Virtual Reference Committee established • With representatives from public, academic & special libraries

8. Mission Statement Combining the power of libraries, people and technology to connect British Columbians to the information they need anytime, anywhere.

9. Vision & Goals: Highlights • Facilitating equitable access to quality information for all British Columbians. • Putting the user first. • Welcoming all users and all types of libraries. • Building consensus among libraries in BC. • Adapting as technologies change and services evolve. • Ensuring the service provides good return on investment through effective use of provincial resources and delivery of quality service.

10. Our Work So Far… • Service hours • 10 am – 10 pm Sunday-Thursday • 10 am – 5 pm Friday & Saturday • Service model: • Technologies: chat & email • Parameters: who we serve & how • Participation model: • Contribution based on service population • Room for partnerships & federations • Supplementary staffing funded through Province

11. Our Work So Far… • RFQ for software • Staffing: • Full-time Coordinator • Supplementary staffing • Training plan • Quality standards • Marketing • Collaborating with other PLSB initiatives • Relationships with academic & special libraries

12. Two Phases • Phase One: province-wide virtual reference service available September 2006 • Full-time coordinator • Many libraries participating • Available to every British Columbian through their local library’s website • Phase Two: second wave of libraries join • Part-time coordinator • More libraries participating

13. The Future We are Dreaming of… • 100% participation! • Academic and special libraries join • No question goes unanswered in BC • New users discover the power of libraries

14. Patron Testimonials “My gosh you people are fast! And complete! What excellent service! Thank you!!” “Google is good, but a librarian is better” “Thank you very much. You are making this search a much easier task than I expected”

15. Comments from a Library Board Member “What an interesting and timely initiative….It's now so evident that computers are at the centre of the "information age" that we realize we have no choice but to participate in the phenomenon if we wish to remain relevant….What a great way to introduce youth to the value of libraries by having their services come up on a Google search.  It's almost diabolically clever!!!!”