Realities of Virtual Reference. Presented by: Kathy Dabbour Doris Helfer Lynn Lampert California State University Northridge Presented at Internet Librarian November 17, 2004. Introduction. Decision to Start Virtual Reference History of Virtual Reference at CSU Northridge
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Presented by:Kathy Dabbour
Lynn LampertCalifornia State University Northridge
November 17, 2004
- Attended Internet Librarian
Conference in November, 2000
- Heard about it in a presentation given by librarians from North Carolina State University
- Introduced idea at next Library’s
Executive Group Meeting..
- While Executive Group was interested in the service they wanted to know about the
costs and options.
- Referred this to The Reference and
Instruction Department Librarians
discussed and approved in concept.
- Database Coordinator Marcia Henry
was tasked with contacting Steve
Coffman and Susan McGlamery with
more information about the options
- Steve Coffman just gone with LSSI’s Virtual Reference service. Steve was invited to campus and asked to give us a demonstration and the costs.
- Susan McGlamery - Head of Reference for MCLS and headed the 24/7 Project, a cooperative, real-time reference service, which includes public and academic libraries in the Los Angeles area. Since they were supported by Federal LSTA funding and we were members there was no cost to join the network.
According to JoAnn Sears of Auburn University Libraries literature prior to 2002 consisted of:
Since 2002 the Literature largely looks at the benefits of the service –Extended Coverageof in person servicesAdvantage of Matching Subject Specialists with Patrons
Pros and Cons in the Literature stack up like this….
Dependency on Online Resources
Harder to Train
Harder to Manage
Bandwith/Connection Speed (patron)
Multiple Policies Factor
Easier to Recruit??
Staff can conceivably work from home or remote from ref desk depending on library policy
Shared collections in collaborative setup
Reach a different population?Pros & Cons in Implementing & Sustaining a virtual reference service
Hope, C., Peterson, C. & Silveria, J. B. (2003). Reach out and teach someone: Instructional uses of virtual reference. Paper presented at Association of College and Research Libraries 11th National Conference, April 12, 2003. Retrieved June 1, 2003 from: http://home.csumb.edu/s/silveriajanie/world/ACRL.ppt.
Jaworowski, C. (2001). There's more to chat than chit-chat: Using chat software for library instruction. Paper presented at Information Strategies 2001 conference. Retrieved June 1, 2003 from:
- Supervision of service
This service was slowly added on to our already popular email reference service.
Guidelines for Implementing and Maintaining Virtual Reference Services –Issues to establish from the outset that are key involve the Organization of Service: