Collaborative Virtual Reference Services

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Playing Well With Others

• Collaborative Virtual Reference Services

Nancy Huling University of Washington
Libraries Law Librarians of Puget Sound
Workshop 29 April 2009
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OR Move the Question, not the Person
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Outline

• Definition
• Why virtual reference?
• Virtual reference _at_ the UW
• Staff attributes
• Advantages/Benefits
• Challenges/Pitfalls
• Overview of QuestionPoint
• Best Practices Activity

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Definition

• Use of digital technologies by both user and
  library staff to interact on and respond to an
  information inquiry
• Includes email, web forms, instant messaging
  (IM), and chat
• Digital and Virtual used interchangeably

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Why offer this service?

• Our users are online
• --Pew Internet Reports
• --Assessment studies (Libraries UW Tech)
• Our resources and services are online
• Provides options for users
• --anytime, anywhere service
• --unable to come on campus
• --Library anxiety!
• --Convenience (even when on campus)
• --Facilitates communication

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Facts about the UW

• Public research university
• 42,974 students
• 27,600 faculty and staff
• Three campus locations Seattle (main) Tacoma
  Bothell (library shared by Cascadia CC)
• 17 colleges and schools, including medicine and
  law

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Early virtual reference _at_ the UW
Info email 1992
Ref email 1992
247ref.org chat 2002
Question list
Unit email 1988
Question list
Transcripts list
Question list
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Virtual Reference _at_ UW Today
OCLC QuestionPoint Software
Webform chat -- all units
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VR Timeline _at_ the UW

• Email services offered since the late 1980s
• Implemented 24/7ref chat in collaboration with
  Cornell University in January 2002
• Beta site for OCLCs QuestionPoint , 2002
• Continued with 24/7 ref chat software until
  merger with QuestionPoint in mid 2005
• Joined the QuestionPoint 24/7 chat cooperative in
  September 2005
• Participate in the Washington State Academic
  Cooperative

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Staff Attributes

• Passion for providing reference information
  services
• Skills abilities
• Good instincts
• Knowledge
• Commitment to learning growth
• Enthusiasm
• Team player/Trust
• Ability to multitask

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Advantages/Benefits

• Serves users anytime, anyplace
• Preferred medium for those not in region
  (studying abroad, online students)
• Serves users with physical or language challenges
  
• Questions can easily be moved from chat to
  email, to subject experts or partner libraries
• All virtual questions appear in a single list
• Questions received at desks or via phone can be
  added to system
• Many minds enhance quality of response the power
  of us
• Economical we share resources through
  collaboration

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And more . . .

• Reference transaction documentation
• Encourages collaboration
• Encourages sharing of knowledge expertise
• Challenging questions
• Learn from colleagues
• Develops creativity
• Hones communication skills
• Great starting point for students

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Challenges/Pitfalls

• Staff buy-in (the they must come to the library
  syndrome)
• Resistance to collaboration
• Only we can answer questions for our users
• Online communication environment
• Question negotiation determining the real
  information need
• Learning how to manage user expectations
• FEAR of failure out of comfort zone

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A Quick Tour
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Move the question How?
Links to virtual assistance

• Use QuestionPoint to manage all questions
• All Libraries webpages link to the same chat or
  email form
• Questions are answered, assigned, or referred as
  appropriate
• Staff are trained on followup options

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Web email form
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(No Transcript)
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Qwidget Chat Box (pops up)
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Referred to Spokane County
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Referred to UW Special Coll.
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What happens when . . .

• You move virtual help links front center on
  your web page
• You place persistent links on every secondary web
  page
• You add Qwidget a simple Meebo-style IM box
• Your users are offered multiple options for
  assistance
• You respond to questions 24/7
• You seamlessly move the question, not the person
• ?

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Chat traffic
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Favorite Comments

• Thank you SO MUCH. Chatting to you is like a
  multiple course asian meal. More good service
  just keep coming -)
• ok Nancy...you are a genius -)
• OMG thank you. YOU must be a total smarty. This
  is a lot of brain working and investigating
• WOW, not only a great service but follow up! Im
  impressed if I can provide the level of service
  that you do my enterprise will be a real success,
  thank you. Yes, I would very much appreciate
  your forwarding my request to Olympia. Thank you
  again for your hard work and thoroughness.

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Best Practices

• What constitutes
• best practices in virtual reference?