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questions@your desk answers@your library. Virtual Reference @ The University of Guelph Jenny Marvin – Project Manager Robin Cooper & Romie Smith – VR Staff. Agenda. Software – quick peek Introduction of VR to university of Guelph University & library administration Phase 1 - DE - PowerPoint PPT Presentation
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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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