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VIRTUAL REFERENCE

VIRTUAL REFERENCE. A Work in Progress. A Transformation in Reference…. New technologies Increased networking Bringing information to the user whenever and wherever it is needed. What is virtual reference?. Real-time. 24/7. Anytime, anywhere. Point-of-need. In-your-face.

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VIRTUAL REFERENCE

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  1. VIRTUAL REFERENCE A Work in Progress

  2. A Transformation in Reference… • New technologies • Increased networking • Bringing information to the user whenever and wherever it is needed.

  3. What is virtual reference? Real-time 24/7 Anytime, anywhere Point-of-need In-your-face

  4. Virtual reference = library information services delivered via the Internet, including: • E-mail • Web-based forms • Simple chat • Web site “pushing” • Web site “co-browsing”

  5. Broadband Connections • Audio and video conferencing • Voice over IP (VoIP)

  6. Asynchronous delivery • E-mail • Web-based forms • Delayed reference interview • User must wait for the answer

  7. Synchronous delivery • Chat • Web site pushing orco-browsing • Transforms library services from building-based to point-of-need.

  8. A brief history of real-time online reference • IPL starts using a MOO in November, 1995. • First chat reference service at SUNY Morrisville, 1996. • First Web-based chat service at Temple University, 1998. • Santa Monica PL uses Web contact center software in July, 2000.

  9. Since 2000, a phenomenal increase in real-time online reference services! Look at the two directories maintained by Gerry McKiernan and Stephen Francoeur.

  10. Web contactcenter software • Used by e-retailers like Land’s End and L.L. Bean. • Pioneered by Susan McGlamery and Steve Coffman for use in libraries. • Now used by most libraries providing real-time reference.

  11. Three innovative efforts to network reference services: • 24/7 Reference Project • Tutor.com’s Virtual Reference Toolkit • Question Point, collaboration of OCLC and the Library of Congress

  12. What’s in the future for virtual reference? • Broadband! Richer audio and visual environments • Services in other languages • NISO standards

  13. Future? • Analysis of data from transcripts • “Marketplace for reference services” • Changing staffing patterns in libraries

  14. Real-time online reference • An exciting work in progress! • A vision of point-of-need information • Revitalizes the role of the library

  15. Terms you will hear: • AskA Services • Co-browsing, escorting, pushing • Knowledge base (local and global) • Metadata • Reference Front Ends

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