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Virtual Reference Evolution: Meeting Patrons Where They Are

Explore the history and importance of virtual reference at the Library of Congress, analyzing the shift from traditional to digital reference services. Understand the diverse communication options available and the need to adapt to new technologies while maintaining the core values of librarianship. Learn how seamless routing facilitates effective responses to user inquiries and prepares for the next generation of digital reference processes, ensuring that the Library of Congress continues to serve as a vital information hub. Throughout, a focus remains on engaging patrons and providing convenient, effective service in an ever-changing information landscape.

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Virtual Reference Evolution: Meeting Patrons Where They Are

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  1. Serving Patrons Where They Are: Virtual Reference at LC Diane Nester Kresh, Director Public Service Collections

  2. What is Virtual Reference? Asynchronous: • Ask-A Librarian • E-mails through LC Web site Synchronous: • Chat or “live” reference • Video conferencing • Others: voice-over IP, online tutorials etc.

  3. History of LC Web site 1990 • Internet connection established 1994 • LCINFO allows patrons to send e-mail queries to NRS • Internet Access to LOCIS using telnet • LC Gopher Site MARVEL 1994 • LC Web site and American Memory launched 1995 • THOMAS launched 2000 • America’s Library Launched

  4. History of LC Digital Reference 1994 • Internet LOCIS, MARVEL , and REP-WEB accounts created to answer different queries 1995 • LCREF pilot begins. lcweb@loc.gov becomes standard footer for all LC Web pages. 2,265 total queries processed in FY 95 1998 • “Reference In a Digital Age” Institute held at LC. Proposal includes establishment of a collaborative remote reference service • American Memory Help Desk launched, uses Web forms for reference transaction • Numerous FAQs added to LC Web site, including a Research and Reference FAQ 1999 • American Memory participates in the first Virtual Reference Desk conference

  5. History of LC Digital Reference, cont. 2000 • CDRS launched • Conducted survey of E-ref services at LC (May) 2001 • First open chat sessions held by American Memory and HSS • Initial Ask A Librarian buttons appear on LC Web site • Chat pilot with roughly 150 live chat sessions • Eleven E-reference librarians hired in PSC 2002 • Additional Ask A Librarian buttons launched • LC Help Desk debuts, lcweb@loc.gov phased out • Beta test of “next generation of CDRS”

  6. Why Digital Reference? • Must meet the public where they are • In-person annual report stats decline: 1993: 769,489 2000: 544,599 (average 1,944 per business day) • Web site hits have increased: 1995: 23,772,545 2001: 1,025,276,805 • Ask A Librarian page hits on 2/19/02: 1,306 • Declining readership in LC reading rooms requires proactive measures

  7. “In-Your-Face Reference” Anne Lipow (1999) Reference Librarians MUST • Take notice of shrinking clientele • Provide “point of need” reference service to information seekers at the place where they are when they have a question • Provide service that is obvious and as convenient to the remote user as is access to the information itself

  8. Multiple Communications Options Surface Mail/Fax Telephone Walk-in Patrons CDRS Ask-A Pages on LC Web site (former lcweb@loc.gov) Chat And patrons are behind them all…

  9. While The Tools Have Changed, The Work Has Not • Technology has provided new tools to expand and enhance delivery of information • Skill set evolution is necessary to adapt to new environment • Fundamental character of librarianship has not changed

  10. Library of Last Resort? • LC should never turn away a question • BUT, LC doesn’t need to answer all of the questions Options: • Answer it • Give specific referrals and/or refer them to their local library with … • Transfer to another LC reading room • Escalate to CDRS

  11. Can’t answer it? Find someone who can! LC Reference Network Local KB: Searchable Q & A Patron access via Reading Room Ask-A pages and chat P & P Serials Library of Congress HSS MSS Mss buddy Rare Book Seamless routing of digital reference queries, but also phone calls, walk-ins can be tracked in new service Etc. Mss buddy

  12. Can’t find an appropriate LC Reading Room? LC Reference Network P & P Serials Library of Congress HSS MSS Rare Book Science Global KB: Searchable Q & A Member Member Member Member Consortium Member Member CDRS Network Send it to CDRS!

  13. Beta Testing the “Next Generation” • Better tools for better service • Seamless escalation of Ask A Librarian questions to network • Chat, with limited office hours • Entire process, from registration through Q&A exchange • Reporting and statistics Beta Testers: • 100% LC participation • CDRS members: academic, public, other consortia, etc.

  14. Beta Timeline • Feb 25 – Mar 15: Welcome and Orientation • Mar 18 – 29: Training and Begin Implementation • Mar 18 – 19: Day-long training sessions at LC (2) • By Mar 29: Testers using tool for Q&A exchange • On or around April 1: Chat Phase I • On or around May 1: Chat Phase II • Mid-May: Remaining CDRS members come into production service

  15. ? ? Coping with Change If you’re not confused, you’re not engaged! ? ? ? ? ? ? ? ? ? ?

  16. Handouts • Brief History of LC digital reference • Survey Results from 1998 • Draft Beta testing implementation plan for LC • Slide notes • List of digital reference resources

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