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Enhancing Reference Services through Technology: A Pilot Project Overview

This pilot project explores the changing landscape of reference services in libraries, focusing on the implementation of video reference technology. With a decrease in available staff and increasing customer preference for diverse communication channels, the initiative aims to effectively integrate tools like Skype, low-cost microphones, and video cameras. Key objectives include retaining reference expertise across buildings and increasing staff efficiency. Positive feedback from customers and staff during initial tests indicates strong support for the innovative approach, which promotes community engagement while addressing operational challenges.

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Enhancing Reference Services through Technology: A Pilot Project Overview

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  1. Video Reference A Pilot Project2010

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

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

  4. Technology Tools • Free software (Skype) • Existing computers • Low cost microphones • Low cost or built in video cameras

  5. 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’

  6. Process • Set up Pre-Test • at six locations • Learn about sound quality • Customer Interest • Impact on in building activities • Placement of station

  7. Process • Initial meeting in test locations • Talking points sent out prior to test and communication plan in place • Set-up and test software and equipment • One staff with customer workstation and librarian out of sight location in same building • Run sessions and take surveys • Collect staff observations

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

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

  10. 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

  11. 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

  12. Limitations • In house access to tool only • Limited hours • Equipment quality • Limits on customization of software

  13. Proposed Staffing Model • Not a replacement for reference staff • Method to manage reality of reduced number of professional staff • May require redistribution of staff from existing locations • Move forward with staff in centralized location for limited number of hours per week – contrast with distributed model for IM/Chat • Centralized location as host site could allow better connection with IT staff, subbing behind illness and vacations, but may not be feasible

  14. Our Next Steps • Pilot Project (if pre-test warrants) • One location • Fixed hours – 10 per week/2 daily • Possible temporary staff reassignment • Fixed duration – 6 months • Assess success

  15. Christine Clifford cclifford@hclib.org 952-847-8526 Thank You Jennifer Nelson jrnelson@hclib.org 952-847-8664

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