AnswerXpressAnswerXpressPresented byPresented by

Teri FattigTeri Fattig

with the assistance of Sandy Wapinskiwith the assistance of Sandy Wapinski

Virtual

Reference

AnswerXpress?

QuestionPoint?

OCLC?

Ask a Librarian?

Definition of Virtual ReferenceDefinition of Virtual Reference

“ “A reference service initiated electronically, often A reference service initiated electronically, often in real-time, where patrons employ computers or in real-time, where patrons employ computers or other Internet technology to communicate with other Internet technology to communicate with reference staff, without being physically present. reference staff, without being physically present. Communication channels used frequently in Communication channels used frequently in virtual reference include chat, virtual reference include chat, videoconferencing, Voice over IP, co-browsing, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging.”e-mail, and instant messaging.”

Quoted from RUSA/ALAQuoted from RUSA/ALA

20002000Library of Congress Library of Congress

+ OCLC+ OCLC

= QuestionPoint= QuestionPoint

QuestionPointQuestionPoint 2000 – Library of Congress created the 2000 – Library of Congress created the

Collaborative Digital Reference ServiceCollaborative Digital Reference Service 2001 – Library of Congress collaborated 2001 – Library of Congress collaborated

with OCLC to develop QuestionPointwith OCLC to develop QuestionPoint Built by Librarians for LibrariansBuilt by Librarians for Librarians Provides libraries with access to a growing Provides libraries with access to a growing

collaborative network of reference collaborative network of reference librarians.librarians.

AnswerXpressAnswerXpress Ada Community LibraryAda Community Library Boise Public LibraryBoise Public Library Boise State University LibraryBoise State University Library Burley Public LibraryBurley Public Library College of Southern Idaho LibraryCollege of Southern Idaho Library Twin Falls Public LibraryTwin Falls Public Library

WHAT THE WHAT THE PATRON PATRON

SEESSEES

Problems Problems

Librarian they are talking to is not from Librarian they are talking to is not from theirtheir library.library.

Unrealistic expectationsUnrealistic expectations Answers are instantAnswers are instant Everything online is freeEverything online is free We can do everything for themWe can do everything for them There is no one using the “library” but them.There is no one using the “library” but them.

Inappropriate questionsInappropriate questions

Differences Between Differences Between Face-to-Face and Virtual Face-to-Face and Virtual

No visual or auditory cuesNo visual or auditory cues Requires more back-and-forth Requires more back-and-forth

communicationcommunication

THE THE LIBRARIAN’S LIBRARIAN’S

VIEWVIEW

THE REFERENCE INTERVIEWTHE REFERENCE INTERVIEW

Show that you are interested and ready to Show that you are interested and ready to provide assistanceprovide assistance

Clarify the questionClarify the question Keep the patron informed with clear, Keep the patron informed with clear,

library jargon free responseslibrary jargon free responses Ask if question has been answered or if Ask if question has been answered or if

more information is neededmore information is needed

Adjust Patron ExpectationsAdjust Patron Expectations

When you are assisting a patron from When you are assisting a patron from another library, clarify who you are.another library, clarify who you are.

Explain to patrons that searching may take Explain to patrons that searching may take a few minutes.a few minutes.

Don’t leave them hanging, communicate Don’t leave them hanging, communicate that you are still searching everything few that you are still searching everything few minutes.minutes.

Explain when you can’t find or do Explain when you can’t find or do somethingsomething

COMMENTS FROM PATRONSCOMMENTS FROM PATRONS

The librarian was very fast and helpful. I The librarian was very fast and helpful. I will use this service again and tell others. will use this service again and tell others.

This was very easy and very helpful.This was very easy and very helpful. I found the librarian that helped me most I found the librarian that helped me most

courteous! After spending two hours on courteous! After spending two hours on the phone with a rude computer technician the phone with a rude computer technician this morning, it was such a pleasure to this morning, it was such a pleasure to have someone that seemed eager to help have someone that seemed eager to help me! me!