questions@your desk answers@your library

questions@your deskanswers@your library

Virtual Reference@

The University of Guelph

Jenny Marvin – Project ManagerRobin Cooper & Romie Smith – VR Staff

Agenda

Software – quick peek Introduction of VR to university of Guelph University & library administration

Phase 1 - DEPhase 2 - first year, on-campusSoftware demo

Bringing VR to Guelph - Demo

Demo by Steve Coffman (Nov, 2000)Invited 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

Meetings with: 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 GoalsLearner-centrednessOpen LearningInternationalismResearch-intensivenessCollaboration integration with curriculum partnerships with other libraries, pooling of

expertise and resources

Rational - Other benefits

Unique service will enhance faculty and student recruitment effortsIntegration with university curriculum passive “footprint” or structured learning

activity

Support point-of-need learning encourage retention of information literacy

skills

24/7 service

Phase 1: Service ModelAll IS staff 30 (Librarians & Associates)48 Hours per week Mon – Thurs: 10 to 2 & 6 to 10 Fri: 10 to 2 Sat/Sun: 1 to 4:30Users 4 DE Classes

Getting Started – Changes….

Based on Summer 2000 reference stats: Combined DRC and GovPubs desks Combined Science and SocArts desks

and reduced service hours

Major summer project Scheduled time

Getting Started - Operationalizing

LSSI Training (Apr 17 – 18)Scheduled Practice (Apr 19 – 27)Development of “front end” (Apr 19 – May 7) Icon Web pages Triage Policies – privacy, q & a Prescripted messages, screens and slides

Getting Started - Liaison & Publicity

Communication with faculty Demo

Communication with users Flyer in course packs Introductory and periodic messages in

WebCT Virtual classes

Communication with University community @Guelph, Guelph Tribune, Rogers

Service Time - IssuesTroubleshooting Technology ProceduresCommunication Staff Systems LSSITroubleshooting Team

Staff ResponseOpen to the conceptKeen and adaptableConcern for quality of serviceStress regarding Personal performance Technology Lack of best practices

User ResponseVery low point of need usageClasses Good attendance when required Poor attendance when not requiredVery positive feedback by all who used the service

Hindsight is 20/20Not everyone is suited People don’t know until they tryWill not be over run by users Must promote and make service visibleSupport team Communication Troubleshooting Skilled experts

Phase 2: Service ModelVirtual Reference Team 7 (3 Librarians & 4 Associates)22 Hours per week Mon – Thurs: 2 to 4 & 6 to 9 Fri: 2 to 4Archives Mon – Fri: 11 to 2

Getting Started Again…Assembly of VR teamTraining Daily meetings (two weeks prior)Development of support materialsFocus on procedures and scenarios

PromotionOrientation venues Peer helpers StudentsDoor HangersVisible on Library HomepagePosters at computer poolsMention during library classesDemos to faculty

Next Steps - EvaluationWeb statistics - /vref.html UsageLSSI Reports Usage (first 3 weeks – 11 patrons) Best practices – transcripts (faqs, web

design)Web surveyFocus groups

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Any Questions?jmarvin@uoguelph.ca