Virtual Reference Initiatives in Saskatchewan Public Libraries

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Virtual Reference Initiatives in Saskatchewan
Public Libraries

• Presented byMarilyn Jenkins Melissa Bennett,
  Library Cooperation Networking Saskatchewan
  Provincial Library
• for
• Netspeed 99
• September 25, 1999

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Objectives for the Session

• Understand the context and environment for
  Virtual Reference
• Look at What is Virtual Reference?
• Overview of the Virtual Reference Project
• Focus on three key initiatives
• Internet Reference Pilot Project
• Internet Resources Collection
• Web Site Re-Design

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Environmental Influences

• Demography geography
• Public Library System infrastructure
• History of cooperation
• Technological opportunity
• Fiscal restraint
• Preparing for the future

4
Developmental Context/Convergence of Forces

• Vision for a multitype library system in
  Saskatchewan
• 1996 The Libraries Co-operation Act
• Strategic Plan
• Creation of the PLEIS (Province-wide Library
  Electronic Information System) Network

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Components of the PLEIS Network

• High speed lines
• Every Library Connected Program
• Access to union catalogue and all online
  catalogues in Saskatchewan
• Web site to provide information content

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Current Web Site Contentswww.lib.sk.ca/pleis/

• Links to all library catalogues and library web
  sites
• Full-text information databases
• Tools for library staff
• Listservs, association web sites, etc.
• Library Information - Documents, Reports, etc. of
  interest to the library community
• Programs - Virtual Reference

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Process to Begin Virtual Reference

• Review of Regional Libraries - Virtual - the
  way of the future
• Cutbacks in reference service - More bang for our
  buck
• Agreement among Library Directors
• Establish a Working Group
• Mandate to develop electronic reference

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Key Components of Electronic Reference

• Links
• Online Databases
• Universal Library Card
• Unique Content
• Needs Assessment
• Promotion

• Feedback
• New Funds
• Pooled Funds
• All Libraries Automated
• Seamless Access
• Surveys

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What is Virtual Reference?

• A diverse set of access methods for patrons
• in-person, telephone, toll free phone, e-mail,
  web
• Digitized reference materials
• available online, anywhere
• includes access to full text serials databases
• Fast, easy to use online interfaces to information

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Creating Our Virtual Reference Project Plan

• Approach
• Long term
• Holistic many faceted
• Intersects with other projects
• Flexible
• Cooperative consultative

• Plan Components
• Definable goals objectives
• Key deliverables
• Consultations
• Research
• Resources
• Timing
• Responsibilities
• Status

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Strategic Plan Goals http//www.lib.sk.ca/pleis/v
irtref/projectplan.htm

• Train staff for virtual reference
• Develop electronic resources and tools
• Create interactive reference services for the
  public
• Design easy to use online interface
• Build cooperation around project

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Progress

• Saskatchewan Libraries Ask Us!
• Internet Resources Collection
• Web Site Re-Design Project

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Saskatchewan Libraries Ask Us! Pilot Project

• October 1999
• Reference questions submitted and answered via
  the Internet
• Partners
• 7 of 10 public library systems in Saskatchewan
• Saskatchewan Provincial Library
• Internet Public Library

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How Does it Work?

• Library systems
• responsible for answering questions from their
  patrons
• Internet Public Library
• provides QRC question handling software
• Provincial Library
• maintains database
• keeps statistics
• facilitates development of the service

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Strategies

• Fostering collaborative and cooperative
  relationships
• Promoting responsibility and fairness
• geographical distribution of questions
• Making the link to local libraries
• not just an online focus

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Issues Concerns

• Staff time
• Service standards
• Online reference interview
• Boundary between ready reference in-depth
  reference
• Dealing with problem questions

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Internet Resources Collection
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Current Description

• Contains 475 links to web sites
• Saskatchewan content
• Flat HTML pages (aargh!)
• Little cooperation (yet)

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Development of Internet Resources Collection

• Technical Infrastructure
• Database
• Dublin Core
• Z39.50

• Cooperative Content Development
• Submission forms
• Branding
• Cooperative potential (Saskatchewan Education
  library systems)

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Bringing it all together Web Site Re-Design
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Steps in Web Site Re-Design

• Audience
• Competitive Analysis
• Content
• Clustering
• Labeling
• Requirements
• Evaluation Methods

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Priorities

• Are we serving our users?
• Does the main page lead users to the information
  they need?
• anticipation of questions
• audience scenarios
• One place to look model
• Highlighting local libraries
• Aggregator role

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Some Issues Challenges

• Reference service art and the heart of
  librarianship
• Can we afford virtual reference?
• Digitization? Were not publishers! Or are we?