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This project explores the use of video reference services to address the changing nature of library services, decreased staff availability, and growing customer preference for online contact. By utilizing free software like Skype and existing technology tools, the pilot project aims to retain reference expertise, make efficient use of technology, and support new librarian roles. Initial tests have shown overwhelmingly positive customer and staff responses, highlighting the ease of use and the potential benefits of integrating video reference into library services. The next steps include a structured six-month pilot project with designated video reference hours and temporary staff assignments. Evaluation and recommendations will follow to enhance library services further.
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Origin • Changing nature of reference service • Decreased number of staff available • Increased size of new buildings • Growing awareness of customer preferences for online contact – email, chat, im, comment forms, twitter, facebook
Genesis • Retain reference expertise between and throughout buildings • Increase capacity of in -building staff to be available for alternate assignments in and out of buildings • Make effective and efficient use of technology as a tool for providing reference service
Changing nature of librarian’s role • Increased desire to serve in community and provide programming • Make best use of professional staff – ‘just-in-time’ reference staffing rather than ‘just-in-case’
Can video reference support new models? • What if some libraries do not have reference staff available portions of the day? • What if some libraries do not have a reference staff assigned at all? • Would video reference fill the gap? • Would customers use it?
Technology tools chosen • Free software (Skype) • Existing computers • Low cost microphones • Low cost or built in video cameras
Process: goals • Set up Pre-Test at six libraries to: • Learn about sound quality • Discover customer interest • Ascertain impact on in-building activities • Determine placement of station
Process: planning • Hold initial meeting with staff in test locations • Develop communications plan, including talking points sent out prior to test • Set-up and test software and equipment
Process: delivery • Set up one staff at customer workstation encouraging customer participation • Set up the librarian providing video reference out of sight in same building • Run Skype sessions and take customer surveys • Collect staff observations
Customer Response • Overwhelmingly positive • Initial concern about replacing staff with computers • Liked the use of technology to address needs • Found it easy to use
Staff Response • Enthusiastic • More libraries wanted to be pre-test sites than we were able to accommodate • Sparked a lot of staff ideas on how the tool could be useful for their work
What we’ve learned • Customers appeared comfortable • Easy to use and setup • Staff saw the tool as useful • Was not disruptive to other library business • During pretest found no reason not to move forward with structured pilot project
What we’ve learned • Video reference is hugely attractive to children • Time of day and location of service important • Buy-in by staff is important to success
Our Next Steps 6 Month Pilot Project • One location open 10 hrs/day • Librarian in-house for 8 hr shift • Video reference covers other 2 hrs • Video reference hours • 10-12 Mon-Wed (6hrs per week) • 10-12 Mon & Wed (4hrs per week) • Evaluate / make recommendations
Pilot Project Staffing • Temporary assignment of 1-2 librarians • 4-6 hrs / week • Provide a professional development opportunity for interested staff • Limited hrs. away from regular workplace would have minor impact • Provide video reference from a centralized location for limited number of hours per week • Contrast with distributed model for IM/Chat • Centralized location would allow easy connection with technical staff if difficulties arise
Christine Clifford cclifford@hclib.org 952-847-8526 Thank You
