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AnswerXpress. Presented by Teri Fattig with the assistance of Sandy Wapinski. OCLC?. AnswerXpress?. Virtual Reference. Ask a Librarian?. QuestionPoint?. Definition of Virtual Reference.

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Answerxpress

AnswerXpress

Presented by

Teri Fattig

with the assistance of Sandy Wapinski


Answerxpress

OCLC?

AnswerXpress?

Virtual

Reference

Ask a Librarian?

QuestionPoint?


Definition of virtual reference

Definition of Virtual Reference

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

Quoted from RUSA/ALA


Answerxpress

2000

Library of Congress

+ OCLC

= QuestionPoint


Questionpoint

QuestionPoint

  • 2000 – Library of Congress created the Collaborative Digital Reference Service

  • 2001 – Library of Congress collaborated with OCLC to develop QuestionPoint

  • Built by Librarians for Librarians

  • Provides libraries with access to a growing collaborative network of reference librarians.


Answerxpress1

AnswerXpress

  • Ada Community Library

  • Boise Public Library

  • Boise State University Library

  • Burley Public Library

  • College of Southern Idaho Library

  • Twin Falls Public Library


What the patron sees

WHAT THE PATRON SEES


Problems

Problems

  • Librarian they are talking to is not from their library.

  • Unrealistic expectations

    • Answers are instant

    • Everything online is free

    • We can do everything for them

    • There is no one using the “library” but them.

  • Inappropriate questions


Differences between face to face and virtual

Differences Between Face-to-Face and Virtual

  • No visual or auditory cues

  • Requires more back-and-forth communication


The librarian s view

THE LIBRARIAN’S VIEW


The reference interview

THE REFERENCE INTERVIEW

  • Show that you are interested and ready to provide assistance

  • Clarify the question

  • Keep the patron informed with clear, library jargon free responses

  • Ask if question has been answered or if more information is needed


Adjust patron expectations

Adjust Patron Expectations

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

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

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

  • Explain when you can’t find or do something


Comments from patrons

COMMENTS FROM PATRONS

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

  • This was very easy and very helpful.

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


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