questionsyour desk answersyour library Virtual Reference The University

questions@your desk answers@your library Virtual Reference @ The University of Guelph Jenny Marvin – Project Manager Robin Cooper & Romie Smith – VR Staff

Agenda Software – quick peek Introduction of VR to university of Guelph n University & library administration Phase 1 - DE Phase 2 - first year, on-campus Software demo

Bringing VR to Guelph - Demo by Steve Coffman (Nov, 2000) Invited n n n All staff Senate Library Committee UWO and WLU Now, a sneak peak….

Ask A Librarian Click Here

Click to Talk to a Live Person

Library Side – Monitoring the Queues

Library Screen - Patron Record

Library Screen – Form Sharing

What the Patron Sees

Patron Screen

Patron side - Authentication

Library side – Inside an Index

Library Side - Virtual Classes

Transfer and Conference

Session Transcripts

Bringing VR to Guelph - Meetings with: n n n Chief Librarian (Jan, 2001) VP Academic Council (Feb, 2001) IS Managers (Feb, 2001) Chief Librarian’s Council (March, 2001) Senate Council of Open Learning (March) Information Services Staff (March)

Bringing VR to Guelph - Rational Library’s Strategic Goals (2001 – 2002) Implementing the digital library services and resources that support the University's research, teaching and learning missions Enhance Learning Support position the Library as an active participant in support of student learning

Bringing VR to Guelph - Rational University’s Strategic Goals Learner-centredness Open Learning Internationalism Research-intensiveness Collaboration n n integration with curriculum partnerships with other libraries, pooling of expertise and resources

Rational - Other benefits Unique service will enhance faculty and student recruitment efforts Integration with university curriculum n passive “footprint” or structured learning activity Support point-of-need learning n encourage retention of information literacy skills 24/7 service

Phase 1: Service Model All IS staff n 30 (Librarians & Associates) 48 Hours per week n n n Mon – Thurs: 10 to 2 & 6 to 10 Fri: 10 to 2 Sat/Sun: 1 to 4: 30 Users n 4 DE Classes

Getting Started – Changes…. Based on Summer 2000 reference stats: n n Combined DRC and Gov. Pubs desks Combined Science and Soc. Arts desks and reduced service hours Major summer project n Scheduled time

Getting Started - Operationalizing LSSI Training (Apr 17 – 18) Scheduled Practice (Apr 19 – 27) Development of “front end” (Apr 19 – May 7) n n n Icon Web pages Triage Policies – privacy, q & a Prescripted messages, screens and slides

Getting Started - Liaison & Publicity Communication with faculty n Demo Communication with users n n n Flyer in course packs Introductory and periodic messages in Web. CT Virtual classes Communication with University community n @Guelph, Guelph Tribune, Rogers

Service Time - Issues Troubleshooting n n Technology Procedures Communication n Staff Systems LSSI Troubleshooting Team

Staff Response Open to the concept Keen and adaptable Concern for quality of service Stress regarding n n n Personal performance Technology Lack of best practices

User Response Very low point of need usage Classes n n Good attendance when required Poor attendance when not required Very positive feedback by all who used the service

Hindsight is 20/20 Not everyone is suited n People don’t know until they try Will not be over run by users n Must promote and make service visible Support team n n n Communication Troubleshooting Skilled experts

Phase 2: Service Model Virtual Reference Team n 7 (3 Librarians & 4 Associates) 22 Hours per week n n Mon – Thurs: 2 to 4 & 6 to 9 Fri: 2 to 4 Archives n Mon – Fri: 11 to 2

Getting Started Again… Assembly of VR team Training n Daily meetings (two weeks prior) Development of support materials Focus on procedures and scenarios

Promotion Orientation venues n n Peer helpers Students Door Hangers Visible on Library Homepage Posters at computer pools Mention during library classes Demos to faculty

Next Steps - Evaluation Web statistics - /vref. html n Usage LSSI Reports n n Usage (first 3 weeks – 11 patrons) Best practices – transcripts (faqs, web design) Web survey Focus groups

Hits by day of the week

Hits per day

Hits by the Hour

Any Questions? jmarvin@uoguelph. ca