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Virtual Reference Services

Virtual Reference Services PDF

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Author: Stacey Kimmel
Publisher: CRC Press
ISBN: 9780789020451
Size: 35.62 MB
Format: PDF, Kindle
Category : Language Arts & Disciplines
Languages : en
Pages : 212
View: 2764


A state-of-the-art guide to virtual reference services! This essential book provides a snapshot of virtual reference (VR) services in all kinds of library settings and discusses the issues, trends, and practices involved in offering this kind of service. The chapters go beyond descriptions of services to offer practical advice and suggestions for product selection, policy setting, technical support, collaborative efforts, staffing, training, marketing, budgeting, evaluation, and administration. Case studies, relevant Web sites, and vendor information are included. An ample selection of tables, figures, and illustrations makes important information easy to access and understand. From the editors: “The purpose of this book is to describe the state of the art in virtual reference services, by which we mean real-time, interactive reference service with a librarian, offered online via chat or videoconferencing. Significant players in virtual reference services have prepared chapters for this book. Some of these address virtual reference as a service trend. Others describe services in a variety of settings, including public, academic, and special libraries. Some focus on one aspect of virtual reference, such as statistics/evaluation, policy setting, or the reference interaction. Our intent is to provide an opportunity for reflection on the impact of virtual reference services on librarians, clients, and libraries, as well as to offer a glimpse of the future.” Virtual Reference Services: Issues and Trends addresses topics that will help institutions and VR professionals provide more effective services. Chapters focus on: the principles and concepts of continuous quality improvement (CQI) for virtual reference, such as the Kano Model of user satisfaction—and how it can help libraries improve their VR services a case study of the adoption of VR service at the Suffolk Cooperative Library System in New York, with emphasis on the benefits of maintaining a user-centered perspective to help inform decisions about procedures and services staff selection, structuring the work environment, scheduling, and other VR issues at a large university library collaborative VR services in the state of New Jersey and the development of the “Q and A NJ” initiative and the experiences of two participating public libraries the development and testing of innnovative software developed through a partnership with a high tech company statewide and regional VR collaboration in Florida, with a comprehensive and detailed overview of that state's VR initiatives post-implementation issues such as high call volume, difficult users, training and quality assessment, and service improvement a report from a medical/dental library participating in a multitype library collaborative VR service—with insights on budgeting, training, administration/coordination, morale, marketing, user reaction, and how a health sciences library contributes to (and benefits from) this kind of initiative VR services at The Boeing Corporation a model and framework for collecting and making use of statistical data in a VR service, with AskERIC's implementation as an example the nature of the user-librarian VR interaction, with an insightful analysis of chat transcripts from Carnegie Mellon University how users interact with various services offered on library Web pages, with an illuminating comparison of the use of the library Web site search tool at Southern Illinois University-Carbondale vs. the use of the VR service available on that site

Virtual Reference Best Practices

Virtual Reference Best Practices PDF

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Author: M. Kathleen Kern
Publisher: ALA Editions
ISBN:
Size: 23.15 MB
Format: PDF, ePub
Category : Language Arts & Disciplines
Languages : en
Pages : 148
View: 2061


Outlines available virtual reference services and suggests ways to choose and launch applications to best suit the patrons of a specific library.

Digital Reference Services

Digital Reference Services PDF

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Author: Linda S Katz
Publisher: Routledge
ISBN: 1317951654
Size: 72.76 MB
Format: PDF, Kindle
Category : Computers
Languages : en
Pages : 352
View: 4483


Extensive data on the theoretical and practical aspects of electronic reference services! Digital Reference Services provides an overview of electronic reference services and software, and explores the opportunities that real-time digital reference services can offer in a variety of library settings. Experts in the field convey numerous opinions and theory about the growth of this new approach to answering reference questions. This book teaches librarians new methods and techniques for offering technologically advanced reference services to the public. The first half of Digital Reference Services includes such topics as: real-time or “live online” reference services the historical development of digital reference services and the role of the reference librarian mediated online searches how to create a virtual-ready reference collection of elite reference Web sites—includes a list of the top sites available to the public how to start and operate a digital reference desk in your library The second half of Digital Reference Services covers examples of libraries—both large and small—which have used revolutionary ideas to bring electronic reference services to their patrons. These ideas include: utilizing ATM-like kiosks in remote locations from library buildings to connect with underserved populations implementing live, interactive web-based reference services—the challenges and benefits, cost, training, and workload requirements evaluating your real-time references services—investigating self-assessment and blind reviewing, incorporating your assessment into an existing evaluative program, and obtaining the administrative support essential for an accurate assessment creating a statewide virtual reference system—selecting software, developing policy, marketing, coordinating the project, and staffing and training online reference management for smaller libraries—because of the smaller staff, smaller budget, and smaller amount of patrons, is it a feasible addition to the library? much more! This well-referenced volume contains case examples, figures, useful Web sites, and case histories to show how the basic principles of digital reference services work. Librarians and students of information and library science will find Digital Reference Services a helpful resource to enhance their library and electronic reference expertise.

Implementing Virtual Reference Services

Implementing Virtual Reference Services PDF

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Author: Beth C. Thomsett-Scott
Publisher: American Library Association
ISBN: 1555708994
Size: 77.57 MB
Format: PDF, Mobi
Category : Language Arts & Disciplines
Languages : en
Pages : 152
View: 1649


Social web technologies present an often confusing array of options for answering user reference questions. Applying 20 years' experience as a reference librarian working through the development of virtual reference and the integration of new tools and technologies into the industry, Thomsett-Scott lays out how libraries are using vendor services such as LibraryH3lp, LibAnswers, and Text a Librarian, as well as free tools like Twitter and Google Voice for their reference needs. Practitioners offer details on virtual reference services such as Twitter Search, instant messaging services such as Google Voice and Chat, and collaborative services such as My Info Quest.

Virtual Reference Benchmarks

Virtual Reference Benchmarks PDF

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Author: Primary Research Group
Publisher: Primary Research Group Inc
ISBN: 1574402749
Size: 78.54 MB
Format: PDF, ePub, Mobi
Category : Language Arts & Disciplines
Languages : en
Pages : 186
View: 2900


The 186-page study presents results of an exhaustive questionnaire about virtual reference services answered by more than 50 academic, public and special libraries covering issues such as budgets, software and services use, consortia membership, partnerships, library staff time consumed, number of reference questions answered, time taken to provide responses, and the tracking of reference answers and the development of a reference database. The study also looks at reference question & answer delivery vehicles such as web forms, instant messaging, email, phone, Facebook, Twitter, Skype and more. The report also looks at the various costs of virtual reference – telecommunications, manpower, technology and equipment and at how libraries are using and safeguarding their reference response databases.

Implementing Virtual Reference Services

Implementing Virtual Reference Services PDF

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Author: Beth Thomsett-Scott
Publisher: American Library Association
ISBN: 1555709516
Size: 34.98 MB
Format: PDF, ePub, Docs
Category : Language Arts & Disciplines
Languages : en
Pages : 152
View: 6683


Social web technologies present an often confusing array of options for answering user reference questions. Applying 20 years’ experience as a reference librarian working through the development of virtual reference and the integration of new tools and technologies into the industry, Thomsett-Scott lays out how libraries are using vendor...

Going Live

Going Live PDF

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Author: Steve Coffman
Publisher: American Library Association
ISBN: 9780838908501
Size: 78.67 MB
Format: PDF, Docs
Category : Language Arts & Disciplines
Languages : en
Pages : 182
View: 7677


Chapter One, Reference: The First One Hundred Years ; Chapter Two, Getting Started: Designing Virtual Reference Systems ; Chapter Three, Managing Virtual Reference Services ; Chapter Four, Marketing Virtual Reference Services ; Chapter Five, Where Do We Go from Here? ; Appendixes: A Software Feature Checklist B Sample Pre-employment Screening Test and Key ; Virtual Reference Services Bibliography / by Bernie Sloan.

Implementing Digital Reference Services

Implementing Digital Reference Services PDF

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Author: Fla.) Virtual Reference Desk Conference 2001 (Orlando
Publisher: Neal Schuman Pub
ISBN:
Size: 47.42 MB
Format: PDF
Category : Computers
Languages : en
Pages : 232
View: 4174


Discusses issues of digital reference in libraries and information services, including privacy issues for a virtual library, standards for digital reference, and information-seeking behaviors of online users.

Chat Reference

Chat Reference PDF

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Author: Jana Ronan
Publisher: Libraries Unltd Incorporated
ISBN:
Size: 63.82 MB
Format: PDF, ePub, Docs
Category : Language Arts & Disciplines
Languages : en
Pages : 225
View: 5974


This guide will lead the reader through the many decisions and considerations involved in setting up a real-time reference service.

Virtual Reference Training

Virtual Reference Training PDF

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Author: Buff Hirko
Publisher: American Library Association
ISBN: 9780838908761
Size: 67.24 MB
Format: PDF
Category : Language Arts & Disciplines
Languages : en
Pages : 160
View: 7211


Provides librarians with the resources needed to help their patrons use virtual reference sources, with hands-on learning activities, exercises, and assessment tools.

Virtual Reference Service

Virtual Reference Service PDF

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Author: R. David Lankes
Publisher: Neal Schuman Pub
ISBN:
Size: 79.74 MB
Format: PDF, Kindle
Category : Language Arts & Disciplines
Languages : en
Pages : 206
View: 3065


Provides information about electronic reference services, presenting an overview of seven conferences about the topic and examining problems and solutions.

Starting And Operating Live Virtual Reference Services

Starting and Operating Live Virtual Reference Services PDF

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Author: Marc Meola
Publisher: Neal Schuman Pub
ISBN:
Size: 51.56 MB
Format: PDF, Mobi
Category : Computers
Languages : en
Pages : 167
View: 5996


In this text the minds behind Temple University's real-time virtual reference desk walk the reader through six key steps to starting and operating a virtual reference service. They identify five service models: basic; homegrown; advanced; collaborative; and corporate.

Digital Reference Services

Digital Reference Services PDF

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Author: Linda S Katz
Publisher: Routledge
ISBN: 1317951662
Size: 40.92 MB
Format: PDF, ePub
Category : Computers
Languages : en
Pages : 352
View: 2374


Extensive data on the theoretical and practical aspects of electronic reference services! Digital Reference Services provides an overview of electronic reference services and software, and explores the opportunities that real-time digital reference services can offer in a variety of library settings. Experts in the field convey numerous opinions and theory about the growth of this new approach to answering reference questions. This book teaches librarians new methods and techniques for offering technologically advanced reference services to the public. The first half of Digital Reference Services includes such topics as: real-time or “live online” reference services the historical development of digital reference services and the role of the reference librarian mediated online searches how to create a virtual-ready reference collection of elite reference Web sites—includes a list of the top sites available to the public how to start and operate a digital reference desk in your library The second half of Digital Reference Services covers examples of libraries—both large and small—which have used revolutionary ideas to bring electronic reference services to their patrons. These ideas include: utilizing ATM-like kiosks in remote locations from library buildings to connect with underserved populations implementing live, interactive web-based reference services—the challenges and benefits, cost, training, and workload requirements evaluating your real-time references services—investigating self-assessment and blind reviewing, incorporating your assessment into an existing evaluative program, and obtaining the administrative support essential for an accurate assessment creating a statewide virtual reference system—selecting software, developing policy, marketing, coordinating the project, and staffing and training online reference management for smaller libraries—because of the smaller staff, smaller budget, and smaller amount of patrons, is it a feasible addition to the library? much more! This well-referenced volume contains case examples, figures, useful Web sites, and case histories to show how the basic principles of digital reference services work. Librarians and students of information and library science will find Digital Reference Services a helpful resource to enhance their library and electronic reference expertise.

Providing Reference Services

Providing Reference Services PDF

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Author: John Gottfried
Publisher: Rowman & Littlefield
ISBN: 1442279125
Size: 56.36 MB
Format: PDF, Docs
Category : Language Arts & Disciplines
Languages : en
Pages : 168
View: 2401


Providing Reference Services: A Practical Guide for Librarians was written with the working librarian in mind; it focuses on specific methods and information to help foster effective, exceptional results. Topics covered include: Reference services: basic information and background Reference resources and tutorials Organizing and providing services Staffing and performance management Forming helpful partnerships (internal and external) The future of reference Readers will come away with a solid foundation in reference services. They will have the knowledge to update or restructure an existing reference program, or to create a program from the ground up. Individual chapters and subsections provide constructive tips and advice for specific reference issues. Taken as a whole, this book provides a valuable, inclusive source of information for all major aspects of reference service. Providing Reference Services is an appropriate resource for nearly all librarians in public-service positions, especially those with reference responsibilities, whether they are working reference librarians at any level of experience, reference supervisors, or administrators with oversight of reference services. The content is relevant to academic, public, school, and special libraries—any library or organization, in fact, that offers reference or research assistance.

Implementing An Inclusive Staffing Model For Today S Reference Services

Implementing an Inclusive Staffing Model for Today s Reference Services PDF

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Author: Julia K. Nims
Publisher: Rowman & Littlefield
ISBN: 0810891298
Size: 80.70 MB
Format: PDF, ePub, Docs
Category : Language Arts & Disciplines
Languages : en
Pages : 162
View: 461


Reference service remains a core function of modern libraries. However, how and where we provide assistance has evolved with changing technologies and the shifting habits and preferences of our users. One way libraries can provide the on-demand, in-person assistance while managing and developing new services and resources that will benefit current and future users is to reconsider how their reference points and services are staffed and adopt a staff-based reference model. In Implementing an Inclusive Staffing Model for Today's Reference Services, Nims, Storm, and Stevens describe step-by-step how to transition from the traditional librarian-staffed reference desk to an inclusive reference model where non-MLS personnel are equipped and empowered to answer reference questions wherever these questions might be asked.

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