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Serving Patrons Where They Are: Virtual Reference at LC

Serving Patrons Where They Are: Virtual Reference at LC. Diane Nester Kresh, Director Public Service Collections. What is Virtual Reference?. Asynchronous: Ask-A Librarian E-mails through LC Web site Synchronous: Chat or “live” reference Video conferencing

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Serving Patrons Where They Are: Virtual Reference at LC

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  1. Serving Patrons Where They Are: Virtual Reference at LC Diane Nester Kresh, Director Public Service Collections

  2. What is Virtual Reference? Asynchronous: • Ask-A Librarian • E-mails through LC Web site Synchronous: • Chat or “live” reference • Video conferencing • Others: voice-over IP, online tutorials etc.

  3. History of LC Web site 1990 • Internet connection established 1994 • LCINFO allows patrons to send e-mail queries to NRS • Internet Access to LOCIS using telnet • LC Gopher Site MARVEL 1994 • LC Web site and American Memory launched 1995 • THOMAS launched 2000 • America’s Library Launched

  4. History of LC Digital Reference 1994 • Internet LOCIS, MARVEL , and REP-WEB accounts created to answer different queries 1995 • LCREF pilot begins. lcweb@loc.gov becomes standard footer for all LC Web pages. 2,265 total queries processed in FY 95 1998 • “Reference In a Digital Age” Institute held at LC. Proposal includes establishment of a collaborative remote reference service • American Memory Help Desk launched, uses Web forms for reference transaction • Numerous FAQs added to LC Web site, including a Research and Reference FAQ 1999 • American Memory participates in the first Virtual Reference Desk conference

  5. History of LC Digital Reference, cont. 2000 • CDRS launched • Conducted survey of E-ref services at LC (May) 2001 • First open chat sessions held by American Memory and HSS • Initial Ask A Librarian buttons appear on LC Web site • Chat pilot with roughly 150 live chat sessions • Eleven E-reference librarians hired in PSC 2002 • Additional Ask A Librarian buttons launched • LC Help Desk debuts, lcweb@loc.gov phased out • Beta test of “next generation of CDRS”

  6. Why Digital Reference? • Must meet the public where they are • In-person annual report stats decline: 1993: 769,489 2000: 544,599 (average 1,944 per business day) • Web site hits have increased: 1995: 23,772,545 2001: 1,025,276,805 • Ask A Librarian page hits on 2/19/02: 1,306 • Declining readership in LC reading rooms requires proactive measures

  7. “In-Your-Face Reference” Anne Lipow (1999) Reference Librarians MUST • Take notice of shrinking clientele • Provide “point of need” reference service to information seekers at the place where they are when they have a question • Provide service that is obvious and as convenient to the remote user as is access to the information itself

  8. Multiple Communications Options Surface Mail/Fax Telephone Walk-in Patrons CDRS Ask-A Pages on LC Web site (former lcweb@loc.gov) Chat And patrons are behind them all…

  9. While The Tools Have Changed, The Work Has Not • Technology has provided new tools to expand and enhance delivery of information • Skill set evolution is necessary to adapt to new environment • Fundamental character of librarianship has not changed

  10. Library of Last Resort? • LC should never turn away a question • BUT, LC doesn’t need to answer all of the questions Options: • Answer it • Give specific referrals and/or refer them to their local library with … • Transfer to another LC reading room • Escalate to CDRS

  11. Can’t answer it? Find someone who can! LC Reference Network Local KB: Searchable Q & A Patron access via Reading Room Ask-A pages and chat P & P Serials Library of Congress HSS MSS Mss buddy Rare Book Seamless routing of digital reference queries, but also phone calls, walk-ins can be tracked in new service Etc. Mss buddy

  12. Can’t find an appropriate LC Reading Room? LC Reference Network P & P Serials Library of Congress HSS MSS Rare Book Science Global KB: Searchable Q & A Member Member Member Member Consortium Member Member CDRS Network Send it to CDRS!

  13. Beta Testing the “Next Generation” • Better tools for better service • Seamless escalation of Ask A Librarian questions to network • Chat, with limited office hours • Entire process, from registration through Q&A exchange • Reporting and statistics Beta Testers: • 100% LC participation • CDRS members: academic, public, other consortia, etc.

  14. Beta Timeline • Feb 25 – Mar 15: Welcome and Orientation • Mar 18 – 29: Training and Begin Implementation • Mar 18 – 19: Day-long training sessions at LC (2) • By Mar 29: Testers using tool for Q&A exchange • On or around April 1: Chat Phase I • On or around May 1: Chat Phase II • Mid-May: Remaining CDRS members come into production service

  15. ? ? Coping with Change If you’re not confused, you’re not engaged! ? ? ? ? ? ? ? ? ? ?

  16. Handouts • Brief History of LC digital reference • Survey Results from 1998 • Draft Beta testing implementation plan for LC • Slide notes • List of digital reference resources

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