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
- Slides: 35