Shared%20Expectations:%20Getting%20Comfortable,%20and%20Providing%20Quality%20Service%20in%20Cooperative%20Virtual%20Reference

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Shared Expectations Getting Comfortable, and
Providing Quality Service in Cooperative Virtual
Reference

• Lynn Silipigni Connaway
• Marie L. Radford
• Best Practices in Cooperative Virtual Reference
• ALA Annual Conference
• Washington, DC
• June 23, 2007

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Seeking Synchronicity Evaluating Virtual
Reference Services from User, Non-User, and
Librarian Perspectives

• Project duration
• 10/1/2005-9/30/2007
• Four phases
• Focus group interviews
• Analysis of 850 QuestionPoint transcripts
• 600 online surveys
• 300 telephone interviews
• Interviews Surveys with VRS Users, Non-users,
  Librarians

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• Recommendations
• For Cooperative
• Virtual Reference
• Services

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Recommendations for Cooperative Virtual
Reference Services

• Dazzle Em (From a Distance)
• Advertise Cooperation
• Promote Global/Local Presence
• Seize Opportunities to Build Rapport

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Recommendations for Cooperative Virtual
Reference Services

• Overcome Boundaries Heighten Awareness of
  Remote Access Issues
• Dont Tease or Bait and Switch
• Guide Users Beyond Consortial Limits

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Recommendations for Cooperative Virtual
Reference Services

• Develop Share Expectations
• Exceed Expectations
• Aim for Excellent Service Cultivate Repeat
  Users

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• Recommendations
• For Individual VRS
• Librarians and
• Staff

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Recommendations for Individual Librarians and
Staff

• Start Off on the Right Foot!
• Accentuate the Positive
• Maintain a Professional Tone
• Be Yourself

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Recommendations for Individual Librarians and
Staff

• Do Not Dismiss Questions Out of Hand
• Clarify the Question

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Recommendations for Individual Librarians and
Staff

• Increase Accuracy
• Answer the Specific Question
• Provide a Variety of Resources

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Recommendations for Individual Librarians and
Staff

• Manage Complex or Multiple Queries
• Refer Complex Questions
• They Disappeared?
• Complete the Inquiry Anyway

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End Notes

• This is one outcome from the project, Seeking
  Synchronicity Evaluating Virtual Reference
  Services from User, Non-User, and Librarian
  Perspectives, Marie L. Radford Lynn Silipigni
  Connaway, Co-Principal Investigators.
• Funded by IMLS, Rutgers University and OCLC,
  Online Computer Library Center, Inc.
• Special thanks to Jocelyn DeAngelis Williams,
  Patrick Confer, Mary Anne Reilly, Susanna
  Sabolcsi-Boros, Timothy J. Dickey.
• These slides available at project website
  http//www.oclc.org/research/projects/synchronicit
  y/

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Questions and Comments

• Lynn Silipigni Connaway, Ph.D.
• Email connawal_at_oclc.org
• www.oclc.org/research/staff/connaway.htm
• Marie L. Radford, Ph.D.
• Email mradford_at_scils.rutgers.edu
• www.scils.rutgers.edu/mradford