Former Committees & Taskforces
Charge to Reference Coordinators Committee on Virtual Reference Service
TO: Council on University of Wisconsin Libraries
From: Jana Reeg-Steidinger, 2004-2005 RCC Chair
Subject: Response to Virtual Reference Charge
Charge to Reference Coordinators Committee on Virtual Reference Service
The RCC will recommend to CUWL whether UW libraries should pursue as
a strategic goal the development of robust, virtual reference services.
If the development of this service is warranted, then RCC will recommend to
CUWL the best approach that UW libraries should employ to implement
virtual reference services. CUWL requests that the RCC give a preliminary
report to CUWL in February 2005 and a final report at the spring 2005 meeting.
The Reference Coordinators Committee recommends UW libraries should pursue the development of virtual reference services as a strategic goal. The recommendation is based upon survey results from all UW reference coordinators, analysis of existing successful virtual reference programs, and committee consensus discussions. Details follow.
1. Survey All UW reference coordinators were surveyed regarding virtual reference experiences and future plans. Supporting documents (VRsurvey_Data.doc and VRsurvey_Comments.doc available from the CUWL website http://www.uwsa.edu/olit/cuwlweb/rccpge.htm) detail survey response data and compilation
of comments.
1.1 Numbers: As of January 2005, seven UW libraries offered virtual reference service. Four participated in the AskWisconsin program while three provided campus-specific service. The other seven libraries have discontinued AskWisconsin.
1.2 Reasons for discontinuation: Low use; staff scheduling issues; differing expectations between public and academic libraries; lack of access to propriatary databases; varying levels of service; and institution-specific questions.
1.3 Consortium of UW libraries: Advantages would include increased hours of reference coverage; similar calendars to facilitate scheduling; increased consistency in service with similar knowledge-base of like resources; increased number of library users involved in distance learning and online courses.
1.4 Virtual reference concerns: Access to other campus’ proprietary databases; questions regarding on-site locations and policies; user confusion assumedly chatting with own librarian; personal conversation/question negotiation with user perceived more fluid.
1.5 Alternative reference services: A cadre of multiple approach reference services
--including telephone/online reference, roving librarians, conferencing software, and outreach services already serve electronic library users. Virtual reference is one component of the service array.
1.6 Conclusion: Based upon survey results and follow-up discussion, the committee was divided regarding participation in a UW System supported virtual reference service.
2. Sub-Committee Summaries. Four subcommittees were established to further review and collect additional data regarding virtual reference.
.
2.1 Campus-specific programs: Three UW libraries presently provide campus-specific virtual reference service. The primary advantage is that questions regarding local databases, campus resources, and specific assignments will be answered by librarians best acquainted with such. The assumption is library users will receive more direct personalized responses to their information needs than via consortium librarians. The document provides further details. The supporting document (VR_CampusSpecific.doc available from the CUWL website http://www.uwsa.edu/olit/cuwlweb/rccpge.htm) provides further details.
2.2 Alternative reference services: A variety of current practices are responding to the changing needs of library users. Those include: Email which can readily respond to user questions; Telephone reference especially useful due to the proliferation of cell phones and frequent 1-800 library phone numbers; Roving librarians, both in the library and at campus gathering areas provide service where needed; and Establishing a presence in on-line courses through a library widget, course-specific resource pages, librarian participation in course bulleting boards, and learning objects is one of the most outstanding current reference services . The supporting document (VR_Alternatives.doc available from the CUWL website http://www.uwsa.edu/olit/cuwlweb/rccpge.htm)
provides further details.
2.3 Successful models: After reviewing countless
programs and conversations with virtual reference representatives, four
programs were identified as noteworthy: BOSTON LIBRARY CONSORTIUM, OHIOLINK,
Consortia
· Like libraries (i.e. all academic….UW) provide best fit.
· Strong existing academic consortium structure.
· Common databases for all participant libraries.
· UW System coverage preferable due to campus-specific questions.
Technical
· NO technical glitches-- i.e. dropped calls, incompatibility.
Docutek mentioned most frequently regarding glitches.
· No software downloads/plug-ins.
· Fast response rate.
· Easy Access/Predominate chat button.
· Browser and operating system independent.
Staffing
· Staff supportive of the service; imposed from top-down isn’t effective
· Initial training for all and periodic follow-up refresher training.
· Advisory policy-making group with equitable representation.
· Equitable and early scheduling.
· Off-reference desk staffing for fastest possible response.
· Monitor local questions to assure fully answered.
· Aggressive publicity both within the library and throughout campus.
2.4
Consortium considerations:
Hours of service: The following recommendation, of ideal hours, is based upon hours of successful case studies and subcommittee discussion.
Monday-Wednesday 12noon-12midnight
Thursday 12noon-9:00pm
Friday-Saturday CLOSED
Sunday -12midnight
3. Proposed Model.
· One virtual reference system available to all UW Libraries.
· Inclusion should be non-mandatory.
· Cooperating library options:
o Consortia involvement
o Campus-specific involvement
Virtual reference is one component in a cadre of reference services for electronic library users. These services comprise a piece of a more overriding issue: What are the future needs of Reference in the 21st century?
UW Libraries’ Virtual Reference Status
PREVIOUS CURRENT FUTURE
Colleges AskWI dropped none UWvirtref- maybe
Eau Claire AskWI dropped none -
Green Bay AskWI AskWI UWvirtref-maybe
LaCrosse AskWI dropped none -
for 2-3Yrs
Milwaukee AskWI AskWI UWvirtref-interested
Oshkosh AskWI AskWI UWvirtref-interested
Parkside HumanClick Docutek Docutek
Platteville AskWI dropped none -
Stout AskWI dropped none -
Superior AskWI dropped none UWvirtref-interested
Whitewater AskWI AskWI UWvirtref-interested