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Virtual Reference at the UW: Enhancing Library Services Online

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Explore the journey of virtual reference services at the University of Washington, serving users anytime, anywhere, overcoming challenges, and receiving accolades for excellence.

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Virtual Reference at the UW: Enhancing Library Services Online

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  1. Virtual Reference @ the UW Nancy Huling University of Washington Libraries OLA/WLA Annual Conference 18 April 2008

  2. Outline • Background • Service overview • Challenges • Benefits • Stories!

  3. Facts about the UW • Public research university • 42,974 students • 27,600 faculty and staff • Three campus locations: Seattle (main); Tacoma; Bothell • 17 colleges and schools, including medicine and law

  4. Early virtual reference @ the UW Info email 1992 Ref email 1992 247ref.org chat 2002 Question list Unit email 1988+ Question list Transcripts list Question list

  5. Virtual Reference @ UW Today Webform & chat -- all units

  6. VR Timeline @ the UW • Implemented 24/7ref chat in collaboration with Cornell University in January 2002 • Beta site for QuestionPoint , 2002 • Continued with 24/7 ref chat software until merger with QuestionPoint in mid 2005 • Joined the QuestionPoint 24/7 chat cooperative in September 2005 • Use QuestionPoint to manage all virtual reference transactions

  7. Persistent link

  8. Persistent link

  9. QWidget

  10. Referral from Seattle Public to UW

  11. Challenges • Staff buy-in (the “they must come to the library” syndrome) • Naming the service • Online communication environment • Question negotiation: determining the real information need • Resistance to serving “them” • “We know everything”

  12. Benefits • Serving our users anytime, anyplace • Preferred medium for those not in Seattle (studying abroad, online students) • Serves users with physical challenges • Questions can easily be moved from chat to email to subject experts or partner libraries • All virtual questions appear in a single list • Questions received at desks or via phone can be added to system • Many minds enhance quality of response

  13. Favorite Comments Thank you SO MUCH. Chatting to you is like a multiple course asian meal. More good service just keep coming :-) ok Nancy...you are a genius :-) WOW, not only a great service but follow up! I’m impressed – if I can provide the level of service that you do my enterprise will be a real success, thank you. Yes, I would very much appreciate your forwarding my request to Olympia. Thank you again for your hard work and thoroughness.

  14. Move the Question, not the Person

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