virtual reference: bringing the library to your living room

Virtual ReferenceBringing the Library to Your Living Room

Gwen Exner and Holly MabryNCknows Online Reference

Librarians

04/12/2023

What is virtual reference?

“Virtual reference is a reference service initiated electronically where patrons employ computers or other technology to communicate with public services staff without being physically present.”

RUSA Guidelines for Implementing and Maintaining Virtual Reference Services: http://bit.ly/zn6MM0

04/12/2023

What is virtual reference?

RUSA Guidelines for Implementing and Maintaining Virtual Reference Services: http://bit.ly/zn6MM0

04/12/2023

Communication channels used frequently in virtual reference include:

ChatVideoconferencingVoice-over-IPCo-browsingE-mail Instant messaging.

Technology RequirementsAll types of virtual reference will require at least:one computer,one staff member, and access to online reference materials

There are a wide variety of software and web client options, depending on what sort of virtual reference you’re offering.

04/12/2023

Common Software Options

Paid Optional Fee Free

QuestionPointLibraryH3lpLibChatMosioRefChatterSecond Life

FacebookTwitterTrillianSkype

ChiliFreshZoho ChatDigsbyPidginGoogle Talk

04/12/2023

Email

Pri

vat e

Pu

bli

c

Real-time Asynchronous

Chat

Virtual World

Texting

ForumsFacebookTwitter

Video

Second Life,AETZone (ASU)

04/12/2023 Clip art from http://www.clker.com/

Best Practices: PrivacyDevelop a chat privacy policy that addresses the following concerns: Records: How long are session transcripts

saved, and who can access them? How long is metadata saved?

Patrons: Are patrons required to log in to use the service? If yes, is the log-in connected in any way to PII?

Librarians: Should librarian data be anonymized?

Contents: What should be done if the patron volunteers PII?

04/12/2023

ALA Guidelines for Developing a Library Privacy Policy: http://bit.ly/YEbrJX

Scheduling Staff: Rule 1Virtual reference is still reference

• Answering questions does not take less time just because it’s typed instead of spoken.

• Reference interviews take longer, and require more effort from patrons, because patrons can’t just show you their supporting documents (homework, error msg, etc.).

• Walking patrons through a process without co-browsing takes longer, & patrons may not realize/say they’re lost.

• Good customer service means meeting patrons’ expectations of responsiveness for their venue. The Internet is expected to be very fast.04/12/2023

Scheduling Staff: Rule 2Two real-time reference methods which are invisible to each other should not be staffed simultaneously by 1 person.

Examples:

F2F patrons can’t see chat, & so expect service now

Chat patrons can’t see F2F ones, & expect

service nowInvisible and both real-time: Asking for trouble

04/12/2023


Examples:

F2F patrons can see phone

Phone patrons can be told if there’s people

waitingBoth real-time, but not invisible:

OK 04/12/2023


Examples:

Chat patrons can’t see email, & expect service now

Email patrons can’t see chat, & expect service

eventuallyInvisible, but not both real-time:

OK 04/12/2023

Training & PreparationThere are a number of ways to prepare for virtual reference.

• Libraries: Prepare correct and thorough online fact sheets and FAQ. https://www.lib.ncsu.edu/faq/ is a great example.

• Librarians who are new to the library, including consortium members: Bookmark online fact sheets, FAQ, & critical pages

• Librarians who are new to a given virtual environment: Practice with the software, both as patron & librarian. Try some past questions.

• Experienced virtual librarians: Analyze past transcripts of other librarians – it will make you think of new resources to use.

• Everyone: Practice with e-resources, especially unfamiliar ones.

04/12/2023

Best Practices: During a chatBest practices for F2F reference translate well to virtual, but there are some notable additions:

Be a person. Remember, they can’t see you - Introduce yourself, express enthusiasm & empathy.

Be fast. A quick “hello” is better than a slower, more complete greeting. Store, copy, & paste common phrases.

Find out age/grade. Remember, you can’t see them - History is not the same in college & grade school.

Ask for confirmation. Check after every step to make sure they’re where you think they are.

(cont)04/12/2023

Best Practices: During a chat(cont)

Stay in contact. Say something frequently to let them know you’re still there. Ask if they’re still there.

Limit your jargon. You can’t see them look blank, and they won’t tell you they don’t understand your terms.

Limit your time. Most sessions should be <= 20 minutes. Longer questions can be referred, or shifted to email. Idle patrons can be ignored until they come back.

Don’t put up with abuse. It’s very easy to try to shrug off cussing, sexual “joking”, etc. because “it can’t be threatening if they’re not really here.” Don’t.

04/12/2023

Best Practices: Problem patronsProblem patrons in an online environment tend to be more over the top than in F2F.

Using names is a best practice, but consider whether or not to use real names.

Note: Female names attract more harassment.

Remember that putting up with harassment means you or another librarian will face it again. Correcting/banning saves trouble for everyone.

Note: Putting the window to the side and ignoring it usually works, if banning isn’t possible.

04/12/2023

Current Usage: Session Length

0 1 2 3 4 5 6 7 8 9 10111213141516171819200%

5%

10%

15%

20%

25%

30%

Question completion time

Minutes

% C

om

ple

ted

For both types:

28% are done in <1 minute.

52% take 3 minutes or less.



Only 7% of questions take more than 20 minutes to complete.

Analysis of how long questions take to answer has quite similar results for both academic and public libraries.

04/12/2023 Based on stats from NCknows from 08-2011 through 07-2012

Current Usage: Activity PatternsAnalysis of when questions arrive reveals minor differences in when academic and public library patrons use virtual reference.

8 AM – 5 PM

6 PM – 11 PM

12 AM – 7 AM

Public 67% 29% 4%

Academic 57% 33% 10%

12:0

0 AM

1:00

AM

2:00

AM

3:00

AM

4:00

AM

5:00

AM

6:00

AM

7:00

AM

8:00

AM

9:00

AM

10:0

0 AM

11:0

0 AM

12:0

0 PM

1:00

PM

2:00

PM

3:00

PM

4:00

PM

5:00

PM

6:00

PM

7:00

PM

8:00

PM

9:00

PM

10:0

0 PM

11:0

0 PM

0%

2%

4%

6%

8%

Hourly Activity Pattern Public Academic

04/12/2023 Based on stats from NCknows from 08-2011 through 07-2012

Virtual reference in the future…Video chat reference

Mobile reference

Split local/consortium service

04/12/2023

04/12/2023

Virtual reference in the future…Video chat reference: Some libraries are already experimenting with this, and as bandwidth increases & webcams become more common, it becomes more feasible. Scheduled video reference sessions are more likely than open reference in most libraries, due to the high requirements on availability and attention.

Mobile reference


04/12/2023


Mobile: Virtual reference through mobile devices is already a common practice on the patron’s end. Virtual reference services and online resources will continue to adapt for the mobile platform, literally providing library access for librarians and patrons anytime, any place.


04/12/2023


Mobile

Split local/consortium service: No external librarian will know a library’s resources & environment as well as locals do, and few libraries can afford to pay local librarians for 24/7 coverage. The future is likely to bring an increase in libraries which staff their own queues during open hours, and contract with others to staff them after hours.

04/12/2023

Thank you

Questions?

virtual reference: bringing the library to your living room

Education