Virtual Reference Service

by Lankes, R. David; Nicholson, Scott; Radford, Marie L.; Silverstein, Joanne; Westbrook, Lynn

ISBN13: 9781555705282

ISBN10: 1555705286

Format: Paperback

Pub. Date: 2007-12-30

Publisher(s): Neal Schuman Pub

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Summary

This collection shares experts' best practices, foreword looking models, and advice on new developments in virtual reference. Chapter authors discuss the building of consortia, motivational and coaching techniques for staff, instant messaging options, creation of subject-specific taxonomies, interpersonal communications improvement, methods of assessment, and more. A special section of the book introduces the all-new core competencies and standards of the Digital Reference Education Initiative - an IMLS-funded project to compile training tools from digital reference educators and practitioners. Each chapter is based on a cutting-edge conference presentation and features both practical guidance and the latest thinking about virtual reference work in libraries.

List of Figures	p. ix
Preface	p. xiii
Acknowledgments	p. xvii
Starting Up
Introduction: The Virtual Reference Desk Conferences as a Revelatory Case	p. 3
Creating Your Own Consortium in Less than Six Months: A True Story of Virtual Reference	p. 17
Overview	p. 17
Introduction and Background	p. 18
Choice of Software	p. 18
Implementation Committee	p. 18
Details of Implementation	p. 19
Problems and Challenges	p. 22
Assessment	p. 24
A Year Later	p. 24
References	p. 25
Implementing VR on the Fly: Staff Motivation and Buy-In	p. 27
Overview	p. 27
Introduction and Background	p. 27
Before Virtual Reference: A Traditional Management Model	p. 29
Embracing Change: Rethinking Common Goals	p. 29
Conclusion	p. 32
References	p. 32
Branching Out
Adding Instant Messaging to an Established Virtual Reference Service: Asking ôr u there?ö	p. 37
Overview	p. 37
Introduction and Background	p. 37
The Lay of the Land	p. 38
Why IM?	p. 38
Commercial Virtual Reference vs. Instant Messaging	p. 38
Statistics	p. 39
Staffing Models	p. 41
Marketing	p. 44
Training	p. 46
Just-in-Time Training	p. 47
Back End	p. 47
Script	p. 48
Future	p. 48
References	p. 49
Responding to Triage Taxonomy: Answering Virtual Medical Questions	p. 51
Overview	p. 51
Introduction and Background	p. 51
Web-Based Consumer Health Information Seeking	p. 52
Ethical Dimensions of Consumer Health Information Practice	p. 53
Medical Questions and Virtual Reference	p. 55
Development of the Triage Taxonomy	p. 55
References	p. 67
The Evolving Role of Reference Librarians in the Health Sciences Environment	p. 69
Overview	p. 69
Introduction and Background	p. 69
Liaison	p. 70
Information Technology Coach	p. 71
Online Architect	p. 71
Challenges	p. 72
The Future	p. 72
References	p. 73
Ongoing Improvement
Examining Interpersonal Communication in Virtual Reference Encounters: The Library LAWLINE Consortium	p. 77
Overview	p. 77
Introduction and Background	p. 77
Literature Review	p. 78
Research Questions	p. 79
Method	p. 79
Results	p. 80
Discussion	p. 84
Conclusion	p. 85
Appendix 6A: Classification Scheme for Interpersonal Communication in Library LAWLINL Consortium Chat Reference Transcripts	p. 86
References	p. 88
Assessing Inappropriate Use: Learning from the AskColorado Experience	p. 91
Overview	p. 91
Introduction and Background	p. 91
Literature Review	p. 92
Methodology	p. 93
Results	p. 95
Conclusion	p. 101
References	p. 101
Pulling It Together: VR Training
Meeting the Challenges of Reference Service in a Hybrid Environment: Teaching LIS Students Today	p. 105
Overview	p. 105
Introduction and Background	p. 105
Purpose of Study	p. 106
Literature Review	p. 106
Teaching Reference: A Personal Perspective	p. 108
Observed Outcomes	p. 111
Recommendations for Further Research	p. 113
References	p. 113
A Comprehensive VR Training Program	p. 115
Overview	p. 115
Introduction and Background	p. 115
The Three Levels of Competency	p. 117
Training and Education	p. 118
Stages in Creating a Training Program	p. 122
Core Competencies for Virtual Reference	p. 141
Appendix	p. 182
Conclusion	p. 191
References	p. 191
Index	p. 193
About the Editors	p. 201
About the Contributors	p. 203
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