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Enhancing Library Services with Virtual Reference Chat

Explore the effectiveness of Virtual Reference Chat at the Librarian Wallenius Leddy Library, University of Windsor. Learn about the structure, common inquiries, and suggestions for improvement. Engage with librarians for remote assistance.

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Enhancing Library Services with Virtual Reference Chat

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Presentation Transcript

  1. Virtual Reference Is it making a difference? Librarian Wallenius Leddy Library, University of Windsor

  2. Basics about our Virtual Reference • Software • Staffing • Hours of access • Level of service provided

  3. Structure of HumanClick How the system can work: Chat 1 - library personnel 1 Chat 2 - library personnel 1 Chat 3 - library personnel 2 Chat 4 - library personnel 3

  4. Chat texts

  5. Chats continued

  6. Chats (continued) • Librarian: Hi, You are now chatting with a librarian. How can I help you? • Visitor: I am in Management Information Systems and I was wondering if it is possible to sign-out a copy of the course textbook or if there is a copy at the library to begin with • Librarian: You need to search the library online catalogue to determine if we have the textbook. • Visitor: can i do that from my home computer or do i need to search it from the library? • Librarian: Then come with the call number to retrieve the book from either circulation or course reserves. • Librarian: Yes you can search from there. • Librarian: It is on our webpage at the upper right side under the Chat with a librarian logo. • Librarian: You msut come to borrow it however. • Librarian: must • Visitor: ok thank you very much • Librarian: your welcome • Librarian: bye

  7. Types if questions asked • Majority of questions were reference • Access to online materials • Access problems were very common, but less often than reference • Interlibrary loans • Refworks or citation style questions • University question • Others

  8. Types of questions continued • Location in library of materials • Renewals or fines • High school students • Printers or software

  9. Conclusions • Continue to offer VR • Actually begin a marketing plan for VR • Formalize staffing at least for parts of the day • Consider how to expand to weekends • Possibly expand evening hours • Formal evaluation of services

  10. Questions

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