- 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]
Posts
