"Innovative Reference Services" Presentation NYLA 2013

Innovative Reference ServicesMONICA KURYLA, FAYETTEVILLE FREE LIBRARY

MICHAEL MAZIEKIEN, KENILWORTH PUBLIC LIBRARY

Determining Point-of-Need

Where is everybody?

Innovative Reference Services

Localized Reference

• Hotspots

• Progression

• Stopping Points

• FAQs

• Virtual Services

Innovative Reference Services

Community Outreach

• Local Collaborations

• Shared Promotion of Services

• Serving New Populations

• Determining Needs

• Library as HQ

Roving Reference

Goal: continue to develop and expand our ability to reach patrons who would not normally approach the desk.

Proactive customer service focused approach to delivering information

Delivering a targeted service at the point of need

Increased visibility of library staff and resources available with a focus on providing for the  individual needs of the user.

Enhance/personalize quality of patron-librarian interaction

Patrons’ needs can be addressed by directly approaching them on their terms

Increases quality of reference that reaches users

Creating a Roving Reference

In House Service Plan•Identify areas that users may need assistance

•Determine specific information needs of users

•Conduct an assessment of types of information users are requesting throughout all areas of the library

•Upload all digital content (including apps, videos, and eBooks) to any type of mobile device

•Train staff on how to engage users in conversation and meet their specific information needs

Samples of Preloaded ContentRoving Reference

ServiceNewstand-Wall Street Journal, NY Times, Publishers Weekly (reviews), Consumer Reports

3M Cloud Library – instructional purposes, check holdings, patron account

Connect – This app includes a directory of business listings and events for the Central New York area.

Goodreads-use for book suggestions, reviews and to get info on our upcoming author Skypes

SnapGuide – Includes “How To” videos from a number of different sources

Implementing an In House Roving

Reference Service•Approach users using the library

•Be identifiable as library staff

•Engage in a conversation with the user

•Create a personalized experience

•Create a hands on experience-Train on the spot

Roving Reference – Outside the Library

Library as Headquarters for Service Area

• Police Headquarters vs. Police Department

• Traditional vs. Virtual Campus

• Brick-and-Mortar vs. Distributed Services

Roving Reference – Outside the Library

Purpose

• Increase Awareness of Library’s Role

• Form New Community Partnerships

• Advocate for Library Support

• Identify Needs of Community

Roving Reference – Outside the Library

Points of Need in Your Community

• Civic Organizations• Rehabilitation Programs• Support Groups• Schools• Small Businesses• Shelters• Journalists

Roving Reference – Outside the Library

Is your primary goal:

• To remind people that the library exists?

• To increase brick and mortar library visits?

• To initiate an ongoing collaboration?

Innovative Reference Services

Virtual Reference

• Existing Delivery Systems

• Social Media Platforms

• Live vs. Archived Assistance

• New Technologies (Mobile, AR)

Setting Up a Virtual Reference Model

NJLA 2011 Virtual Reference Task Force

Systems Evaluated:• QuestionPoint• LibraryH3lp• Oracle Live Help• Springshare• RefChatter• OpenFire/Drupal/Mosio

Setting Up a Virtual Reference Model

Choosing the Service That Fits Your Library

• Elements of Service

• User Practice

• Software Functions

Setting Up a Virtual Reference Model

Free alternatives

• Digsby

• This slide, or the next, needs information on the concept of driving people to our services or meeting people across the services they already use

Virtual Reference & Social Networks

It is more than just booklists……

Create  a social networking plan for how often to post, what content to post, etc. and implement schedule using Hootsuite.

Post links to free credible resources and explain why you recommend them or how they can be useful to your community.

Ask questions, survey community wants/needs/expectations of reference services and/or resources

Create a conversation with library users-for example “What are you reading this weekend?” or “do you have any recommendations of local tutors?”

Virtual Instruction Opportunities In HouseCreate a self serve digital learning station for users to view instruction guides created by community members. i.e. Youtube video on “how to download an app to your device” created in a program using our green screen.

Record your own 3 minute video clips on “how to…” (download an eBook to a Kindle Fire, etc.) and upload to a YouTube account.  A great way to personalize the instruction and promote it on social networks as “how to” of the day.

Offer live Skype instruction right from the Reference desk during designated hours

Virtual Instruction Opportunities

Archived Information

• Screencasts

• Topical Lists• http://rtlibrary.org/earthday.html

• “Instructables” format

Virtual Instruction Opportunities

Live Assistance

• Live Chat

• Webinar Software (Adobe Connect, WebEx)

• Online “House Calls” via Skype

Social Media (Expanded)

• Reaching a Global Audience

Social Media (Expanded)

• Reaching a Global Audience

Social Media (Expanded)

• Reaching a Global Audience

Social Media (Expanded)

• Reaching a Global Audience

What Comes Next Now?

Expansion of Knowledge Bases

Augmented Reality

Full Mobile Integration