WAAL 2008: Next generation virtual reference

• Steve Frye, UW-Madison College Library
• Mark Beatty, WiLS
• Valerie Beech, Marquette University
• John Jentz, Marquette University

IM/chat at UW-Madison, and future of virtual reference

• Steve:
• UW-Madison started online reference in 2002 with Convey software
• Needed to change software, and thought we'd look at new vendors
• Instead, library powers that be asked us to look at virtual reference as a whole first
• 2006 started with blended service (chat/IM)
• "Ask a Librarian" link ubiquitous throughout library webpages
• Decided early on that service would be staffed at desks, with staff of various levels
• Needed to be stable, and simple - if needed more than 5 minutes of training, too much
• Video: watching collaboration on virtual ref between reference staff
• Choosing software - some useful websites
• Will add Chat button within OPAC when "no results found"
• Discussion btw. Writing Center, IT, libraries, tutoring service re: creating virtual Information Commons
• Using Jing - free to download, screencasting for multi-step processes, free online hosting with URLs you can send patron
• Takes 7 steps to order another book from another UW System library
• #1: Virtual ref isn't the point - it's just another communication channel - we don't say "telephonic reference"
• #2: What is it we do? - if you're thinking about doing it or not, does it fit in your mission? - 1876 Samuel Greene quote on what librarians do - doesn't mention a desk, or having to be there with a patron
• #3: What do we call what we do? - TAIGA Forum 2006 - library directors - "Within the next 5 years..." - end of reference - library role is to project specialized services into research and learning workflows - Steve: they seem unable to conceive of "reference" beyond the desk
• If you were building a new library, would you have a ref desk? If not, why do you have one now?
• What is the future of providing support to students and faculty doing research? Bright.
• Are we in the buggy business? Or the transportation business?

IM at Marquette University

• IM = commercial free; VR = expensive client-based software (aka "chat")
• 2006: John learns of Meebo; also looked at Pidgin (was GAIM) and Trillian
• 2007: Use both Tutor.com ($$$) and Meebo
• Meebo: entirely web-based (no download), allows anonymous chat
• Students are used to being interrupted during reference, so prioritization of modality a non-issue
• Hand-written log for ref stats, although can keep transcripts
• In 3 months, IM has become 7.7% of ref Qs; less e-mail (fairly steady); less still VR
• Think IM may level off at 10%
• Types: ref (substantive) - mainly, ref (technical), directional (technical), directional (non-technical)
• Minority of rude, impatient patrons
• Ref staff really like IM; don't really like Tutor.com (complex national scheduling, etc.)
• [Live demo]
• Meebo sidebar in Firefox, so you can monitor as staffperson

QuestionPoint at WiLS

• Finally able to do quality control - virtual ref staff previously worked in a vacuum
• Both academic and public library patrons
• AskAway
• QuestionPoint introduced Qwidget one month ago - availability indicator, can re-direct to email for off-hours, or link to other live coverage when you aren't available
• Starts anonymous; can enter email address; can still get a transcript if they don't share email with staff
• [Live demo - email icon is small and not really obvious, but otherwise looks good!]
• NWTC using on homepage, and integrated into LibGuides
• I was able to get it into a MySpace page, and a regular Facebook profile (not a Facebook Page)
• Would hate to think that librarians wouldn't do something because they were afraid of being inundated by reference questions
• Could take a while if we ever need changes made to the software; QP is huge consortium with variety of opinions (ex: co-browsing - librarian can take over patron's desktop - Mark: this is dead; others insist they need it)
• Steve: VR vendors should have talked to users, not librarians - too many features, it became unstable
• Audience: I tried using public library chat, and Michigan person answered - I needed local knowledge, was referred to email
• Mark: Garbage In, Garbage Out - need to make sure you put as much information as possible on your own website, so distant librarians can help. Signs in doors when closed - "here's how to get help online"

[Image: http://www.library.wisc.edu/ask]