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A workshop sponsored by the Statewide Virtual Reference Project

A workshop sponsored by the Statewide Virtual Reference Project. To increase awareness of:. Changing customer expectations Basic concepts of chat reference Reference delivery options Status of chat reference in Washington State. To increase awareness of:. Collaborative chat networks

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A workshop sponsored by the Statewide Virtual Reference Project

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  1. A workshop sponsored by theStatewide VirtualReference Project

  2. To increase awareness of: • Changing customer expectations • Basic concepts of chat reference • Reference delivery options • Status of chat reference in Washington State

  3. To increase awareness of: • Collaborative chat networks • Software used for chat reference • Creative approaches to marketing • Trends in virtual reference • Resources to stay current

  4. All materials are on a Web site. Virtual Reference 101 vrstrain.spl.org/virtual101/

  5. Why go virtual? What do you value in the online services that you use?

  6. Are your library users ready for real-time? • Internet usage in the Pacific Northwest • Your community and their online preferences

  7. What do you already know about chat reference?

  8. What is chat reference? • An exciting way to deliver information! • Uses software created for e-retailers like Lands’ End. • You can do a live reference interview, push Web pages, share applications, provide a transcript.

  9. Chat reference… • Now offered by many libraries. • A “menu item” for users. • Timeline and glossary

  10. Chat and e-mail reference produce “knowledge bases.” Examples are QuestionPoint and Google Answers.

  11. Collaboration—From Choices to Challenges

  12. Collaboration and innovation… • Taking advantage of time zones • Referral to global network • 24/7 service • Expert services and languages other than English • Statewide and country-wide efforts

  13. Chat reference in Washington… • Statewide VRS Project • Expansion of chat reference services • Variety of software packages used • Excellent marketing guidelines • Collaboration and innovation

  14. Software for chat reference: • MOO • Open source • Instant messaging • Contact center software

  15. Software for chat reference: • Question referral and management • VoIP? • A major decision

  16. What’s the key to success for this new service? Marketing

  17. Marketing guidelines: • Brand development • Target audiences • Promotional strategies

  18. A brand makes a promise, then consistently delivers.

  19. Target audiences can be primary and secondary.

  20. Promotion depends on target audiences.

  21. Some innovative marketing…

  22. Some innovative marketing… Promotion to a target audience Dude, Where’s my library? Stevens County Rural Library District www.scrld.org Get Help From The Librarian In Real Time With 24/7 Reference!

  23. Ad in the UW daily newspaper

  24. Booth at the County Fair…

  25. Booth at the County Fair… “Over the four day fair, we gave away 2,675 free items to those who spun the wheel. Prizes included water bottles, balloons, rulers, and candy. Our booth is always a hit and this year it gave us an excellent way to publicize virtual reference.” Kristie Kirkpatrick, Whitman County Library

  26. Library cards…

  27. Postcards…

  28. Other marketing efforts… • Billboard and radio spots • Visits to city councils, chambers of commerce, local schools. • Prominent link on Web page • Promotional kits

  29. Trends… • Reliance on consortia • Reference management systems • Partnerships

  30. Trends… • End of start-up funding • Continuing struggle with privacy rights • More wireless and multimedia

  31. Trends… • Expansion of commercial services? • NISO standards • Services in more languages

  32. Ways to stay current: • Dig Ref listserv • VRD Web site and annual conference • Digital Ref Bibliography • Live Reference Group • RUSA events

  33. Next steps?

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