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Interactive Reference Services Implementation Proposal for Rutgers University Libraries

This proposal outlines the implementation of live, interactive reference services on the RUL website for Rutgers University Libraries. The proposal covers the use of videoconferencing and audio/voice over Internet Protocol to provide assistance at the point of need. It also discusses staffing, subject specialists, service policies, interface design, and future steps for review, staffing updates, and service launch.

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Interactive Reference Services Implementation Proposal for Rutgers University Libraries

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  1. Ask-a-Librarian LIVE: Live Reference Proposal for Rutgers University Libraries Shelby Anfenson December 10, 2002

  2. Proposal • Live, interactive reference via the RUL website • Assistance at the point of need • Other methods • Videoconferencing • Audio/Voice over Internet Protocol • Earlier trial/name recognition

  3. Staffing • Who • Librarians & Graduate Students • Dedicated? Work at same time? • Tiered models • Subject specialists • Outside staffing?

  4. Policies • Most important part • Defines service • Goals, limits, measuring success • Type of question • Users? • Restrict or open usage? Priority queue? • Standards • Wait time, repetitive q’s, confidentiality

  5. Interface & Design • Much depends on the software • User friendly • Close to in-use chat services • Introduction page • Links to the service • Link design – image ideas • Link placement – 5 chosen pages

  6. What’s Next • Review proposal/make changes • Clarify/codify policies & procedures • Software review & selection • Staffing updates • Final review • Start service • Continually update & improve!

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