Virtual Reference Is it making a difference Librarian

Virtual Reference Is it making a difference? Librarian Wallenius Leddy Library, University of Windsor

Basics about our Virtual Reference • • Software Staffing Hours of access Level of service provided

Structure of Human. Click How the system can work: Chat 1 Chat 2 Chat 3 Chat 4 - library personnel 1 library personnel 2 library personnel 3

Chat texts Reference Desk: Hi, May I help you? Visitor: hello Reference Desk: Hi, How can I help you? Visitor: i am looking for online jorunals that deal with women in canada through the 1920's Visitor: i can's seem to find the subject Reference Desk: we could start searching in history indexes. Visitor: how do i get there Reference Desk: open library web page. Visitor: ok im there Reference Desk: Click on search journal articles.

Chats continued Visitor: the thing is that it only is a canadian class and i don't want any american info Reference Desk: and then try by America : History and Life <http: //webvoy. uwindsor. ca: 2048/login ? url=http: //serials. abcclio. com/active/start? _appname=serial s&initialdb=AHL> (North American History) Reference Desk: You can specify canada Reference Desk: and try also CBCA for Canadian content. Visitor: ok thank you u have beena lot of help Reference Desk: You're welcome. Reference Desk: Good luck.

Librarian: Hi, You are now chatting with a librarian. How can I help you? Visitor: Hi, I requested 2 books through interlibrary loans. I want to know the status of the order. Librarian: You can check the status of your interlibrary loan requests by logining back into RACER. Librarian: It will tell you. Librarian: okay? Visitor: Yeah, I checked, it says for one book that its a electronic book, what doed this mean, can i read it on line. for the other book it says only for queens access. Librarian: If it says we have it and it is online Librarian: Search the library catalogue by the title of the book Librarian: no leading articles Librarian: and it will take you to the link. Librarian: The other title is being processed.

Chats (continued) • • • Librarian: Hi, You are now chatting with a librarian. How can I help you? Visitor: I am in Management Information Systems and I was wondering if it is possible to sign-out a copy of the course textbook or if there is a copy at the library to begin with Librarian: You need to search the library online catalogue to determine if we have the textbook. Visitor: can i do that from my home computer or do i need to search it from the library? Librarian: Then come with the call number to retrieve the book from either circulation or course reserves. Librarian: Yes you can search from there. Librarian: It is on our webpage at the upper right side under the Chat with a librarian logo. Librarian: You msut come to borrow it however. Librarian: must Visitor: ok thank you very much Librarian: your welcome Librarian: bye

Types if questions asked • Majority of questions were reference • Access to online materials • Access problems were very common, but less often than reference • Interlibrary loans • Refworks or citation style questions • University question • Others

Types of questions continued • • Location in library of materials Renewals or fines High school students Printers or software

Conclusions • Continue to offer VR • Actually begin a marketing plan for VR • Formalize staffing at least for parts of the day • Consider how to expand to weekends • Possibly expand evening hours • Formal evaluation of services

Questions