Always Here, Always Helpful: Flexible and Fun Virtual Reference in the Public Library
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Here are a few thoughts on your questions: - Patrons from other libraries may use your chat reference service, so requiring a library card could limit its usefulness. However, tracking questions to your own patrons allows for follow up. - Non-librarians can be trained to handle many reference questions, especially those just needing factual answers. But librarians are best for more in-depth questions. A mix of staff provides flexibility. - Training should cover reference interview techniques, how to clarify questions, when to refer, customer service skills. New chat operators can shadow experienced ones. Generalists are fine for many questions, but specialists help with subject expertise. Practice and feedback improve skills. The key is providing consistent
Always Here, Always Helpful: Flexible and Fun Virtual Reference in the Public Library
- 2. Where Im coming from Teen Services Librarian + Branch Librarian + Virtual Services Librarian I only read books with meaning.
- 3. What do I do all day? oSocialMedia oOrganizePodcasting oWebSiteUpdates oUsabilityTesting oStrategicPlanning oBlogPosting oChatReference oQuestionPointMonitoring oTextReference oDigitalBooksSupport oTeachComputerClasses
- 4. Where the Magic Happens
- 6. Myths & Fallacies You cant build relationships over virtual reference. VR is a local service only. Teens will only abuse the service. People only ask informational questions on chat a waste of librarian time. Face to face is only possible relationship. Librarians arent able to answer questions not specific to their library. Teens arent worth the effort. Teens dont have valuable questions. Patrons wont use VR for real reference questions. Only librarians can staff chat.
- 7. Myths & Fallacies You cant build relationships over virtual reference. VR is a local service only. Teens will only abuse the service. People only ask informational questions on chat a waste of librarian time. Face to face is only possible relationship. Librarians arent able to answer questions not specific to their library. Teens arent worth the effort. Teens dont have valuable questions. Patrons wont use VR for real reference questions. Only librarians can staff chat.
- 8. Myths & Fallacies You cant build relationships over virtual reference. VR is a local service only. Teens will only abuse the service. People only ask informational questions on chat a waste of librarian time. Face to face is only possible relationship. Librarians arent able to answer questions not specific to their library. Teens arent worth the effort. Teens dont have valuable questions. Patrons wont use VR for real reference questions. Only librarians can staff chat.
- 9. Myths & Fallacies You cant build relationships over virtual reference. VR is a local service only. Teens will only abuse the service. People only ask informational questions on chat a waste of librarian time. Face to face is only possible relationship. Librarians arent able to answer questions not specific to their library. Teens arent worth the effort. Teens dont have valuable questions. Patrons wont use VR for real reference questions. Only librarians can staff chat.
- 10. Myths & Fallacies You cant build relationships over virtual reference. VR is a local service only. Teens will only abuse the service. People only ask informational questions on chat a waste of librarian time. Face to face is only possible relationship. Librarians arent able to answer questions not specific to their library. Teens arent worth the effort. Teens dont have valuable questions. Patrons wont use VR for real reference questions. Only librarians can staff chat.
- 11. Myths & Fallacies You cant build relationships over virtual reference. VR is a local service only. Teens will only abuse the service. People only ask informational questions on chat a waste of librarian time. Face to face is only possible relationship. Librarians arent able to answer questions not specific to their library. Teens arent worth the effort. Teens dont have valuable questions. Patrons wont use VR for real reference questions. Only librarians can staff chat.
- 12. Myths & Fallacies You cant build relationships over virtual reference. VR is a local service only. Teens will only abuse the service. People only ask informational questions on chat a waste of librarian time. Face to face is only possible relationship. Librarians arent able to answer questions not specific to their library. Teens arent worth the effort. Teens dont have valuable questions. Patrons wont use VR for real reference questions. Only librarians can staff chat.
- 13. Myths & Fallacies You cant build relationships over virtual reference. VR is a local service only. Teens will only abuse the service. People only ask informational questions on chat a waste of librarian time. Face to face is only possible relationship. Librarians arent able to answer questions not specific to their library. Teens arent worth the effort. Teens dont have valuable questions. Patrons wont use VR for real reference questions. Only librarians can staff chat.
- 14. Building Relationships One chat at a time
- 15. A relationship can be one-sided and can consist of just one good experience. ChicagoDailyNews,Inc.(1904)
- 17. Continual Exchange PATRON LIBRARY Seek help Find trusted source Ask question Give more info Respond to answer Receive Question Set Expectations Clarify Ask for Feedback Follow up
- 18. Dont send questions to a Dead End. JohnCollier(1941)
- 19. What works for us: A Centralized System Having an established process and protocols insures that questions (and patrons) are taken care of throughout the steps.
- 21. Consistent Expectations Timeliness: within 48 hours, keep patron updated Tone: friendly, inviting Thoroughness: instructive, complete Referrals: specialized, internal & external
- 22. The Virtual Branch The Virtual branch is as vital as any other branch in your system, if not more so: 1. Routes Questions 2. Quality Control 3. Peer Review
- 24. Its not local, its universal Questions from your library and beyond
- 25. Who are we helping on chat? All of the time: Seattle Public Library patrons & Ask-WA patrons Sunday afternoons and other times: National Queue Seattle Public Library 61% Ask-WA Co-op 29% National 10% May 1 - May 31, 2011 chat statistics The Seattle Public Library
- 26. Which of these questions can you answer? Is my hold ready? How do I download an eBook? Why do I have $56 in fines? I need in depth research about a local building
- 27. Which of these questions can you answer? Is my hold ready? How do I download an eBook? Why do I have $56 in fines? I need in depth research about a local building You can answer all of them!
- 28. Which of these questions can you answer? Is my hold ready? How do I download an eBook? Why do I have $56 in fines? I need in depth research about a local building You can answer all of them! Usually thats for a missing or late item. Can I get your library card #? Lets get on your online account and see! Im going to get your information for follow up. I can give you a quick overview
- 29. Use Common (Librarian) Sense Can I answer this right now with what I have? NO? Get their information: Card # E-mail address Time frame As many details as possible Tell them what to expect.
- 30. Use Common (Librarian) Sense Can I answer this right now with what I have? NO? Get their information: Card # E-mail address Time frame As many details as possible Tell them what to expect.
- 31. Use Common (Librarian) Sense Can I answer this right now with what I have? NO? Get their information: Card # E-mail address Time frame As many details as possible Tell them what to expect.
- 32. Teens are Terrors Why do they act this way? Why should we help them?
- 34. Are you a ninja? Library: Hi there! Patron: are u a ninja Library: I could be Library: Do you think I'd tell you if I were, though? Patron: well id hope so Patron: im an invisible ninja Library: Do you want some ninja books? Patron: are u authorized to talk about this stuff
- 35. Why are they like this? They have slower access to the frontal lobe (the CEO of our brains); decision making skills and impulse control are affected. Image courtesy of Australia's FaHCSIA website
- 36. No, really. Why? They are often insecure and they feel safer and stronger in a group. Theyre testing their boundaries and discovering their sphere of influence. For many, its a novelty to talk to a stranger who isnt a peer. Like crank calling, but better! Image courtesy of MSNBC Media
- 37. Heightened Expectations Some adults are amazed by chat reference. Teens assume its there and want it to be fast and easy to use.
- 38. Peter Benson, President of Search Institute Librarieshelp childrenby building relationships with them, learning their interests, and being responsive to their needs. Libraries also create an environment that is welcoming and affirming for their young clients.
- 40. How can chat help? We can help introduce and strengthen some of these important assets. A. Community Values Youth B. Neighborhood Boundaries C. Adult Role Models D. School Success E. High Expectations F. Achievement Motivation G. Reading for Pleasure H. Responsibility I. Interpersonal Competence J. Cultural Competence
- 41. 10 Quick Tips Give clear, easy to follow instructions Refocus when needed Keep them updated on what youre doing Be honest Dont judge the question Be Positive & Engaged Acknowledge impatience Set expectations Ask for cooperation Dont be afraid to repeat yourself
- 42. What if they dont have a question?
- 43. The Right Staff With The Right Stuff Problem Solvers Quick Thinkers Involved, Animated Flexible and Adaptable Generalists ChicagoDailyNews,Inc.(1924)
- 44. Yes, Youre a Ninja Library: Naruto is good for ninja reading Patron: ok a serious moment what questions could u ask science teachers about incorporating geothermal energy into their lesson plans?
- 45. Teens will be teens. They will still try to abuse the service, but we must perceive that as reaching out for connection, and turn it into a positive experience.
- 46. Real Questions What is one? What is an information only question?
- 47. Reference Interview 101: A question isnt always what it seems! Dont assume. where are the books on china?
- 48. When are my books due back? = Im going on a vacation to Italy and really need to know which museums to go to and about operas and the story behind the Trevi Fountain about the pennies.
- 49. What causes acid rain? 9:06am, Ask-WA Co-op (chat)
- 50. What causes acid rain? 9:06am, Ask-WA Co-op (chat) Answered in chat session with URLs and short explanation
- 51. I'm trying to find the Consumer Reports September 2009 issue. I looked on the shelves and there were other issues from 2009, but not the September issue. 2:08pm, Seattle Public Library(chat)
- 52. I'm trying to find the Consumer Reports September 2009 issue. I looked on the shelves and there were other issues from 2009, but not the September issue. 2:08pm, Seattle Public Library(chat) Referred to Magazines Dept, who then referred to ILL for photocopy
- 53. Do you have full metal alchemist cd episodes 14-27? 1:33pm, Seattle Public Library(chat)
- 54. Do you have full metal alchemist cd episodes 14-27? 1:33pm, Seattle Public Library(chat) Chat operator did a nice amount of bibliographic instruction, patron was happy to learn how to use the catalog and rushed off to try more searches
- 55. JUST 3 THINGS 1. Train the right people 2. Control the quality and consistency of your answers 3. Support system-wide
- 57. Discussion If I set up chat reference at my institution, will other patrons come use it? Should we require a library card to use our VR? Do we need to have the lines staffed by librarians? What kind of training is best for chat operators? Do they need to be specialized?