a sk questions and get answers online, in real time virtual reference service ask a penn state...
DESCRIPTION
Service Features LSSI, Virtual Reference Service Chat Collaborative Browsing Stored Scripts, Web Links Application Sharing Transcripts, Archive Management Reports, Exit Survey No User Downloads Virtual Reference Service Ask a Penn State Librarian, LiveTRANSCRIPT
Ask Questions and Get Answers
Online, in Real Time
Virtual Reference ServiceAsk a Penn State Librarian, Live
Susan Ware, Penn State –Delaware County Campus, [email protected]
Scope of Pilot Project Service Hours: Sunday – Thursday, 9pm-12am
4 student populations• Undergraduates at branch commuter campus• Undergraduates at branch dorm campus• Undergraduates at main campus• Graduate distance education students
8 librarians/3 service modes• 2 using cable modem from home• 1 using DLS phone line from home• 5 using library office terminals
Virtual Reference ServiceAsk a Penn State Librarian, Live
Service Features
LSSI, Virtual Reference Service Chat Collaborative Browsing Stored Scripts, Web Links Application Sharing Transcripts, Archive Management Reports, Exit Survey No User Downloads
Virtual Reference ServiceAsk a Penn State Librarian, Live
Marketing
Freshman Orientation Student Newspaper Campus Newsletter, Kiosks, Bulletin Boards Flyers, Bookmarks Faculty Forum Recorded Live-Demo (Lotus ScreenCam) + Transcript Library Instruction Sessions Library Homepage Links Satisfied Customer Referrals
Virtual Reference ServiceAsk a Penn State Librarian, Live
The Net Generation• College Students
– 82.9% use the Internet for research & homework*– 54.2 % participate in chat rooms*– 47% average 9hr/wk online*– frequent users of chat rooms and instant messengers– widespread access to high-speed computer networks– multi-taskers– distance learning students have chosen to learn
online
* Source: Higher Education Research Institute, 1998-1999
Complex Reference & Instruction Pace Chat & Co-Browse to:
• Probe, Summarize– open questions, closed questions
• Plan & Revise Search Strategy– keywords, Boolean, databases
• Demonstrate, Instruct– coach, guide, critical thinking
Virtual Reference ServiceAsk a Penn State Librarian, Live
Overall Service Issues
Adequate Training, Practice Local Network Permissions/Support Response Time Software Reliability Reference Support Databases/Web Sites Staff Information Sharing in Distributed Service Academic Reward System/Promotion & Tenure
Virtual Reference ServiceAsk a Penn State Librarian, Live
Virtual Reference ServiceAsk a Penn State Librarian, Live
Virtual Reference Service Home Page http://www.de2.psu.edu/faculty/saw4/vrs/
About Penn State Virtual Reference Service http://www.de2.psu.edu/faculty/saw4/vrs/about.html
Sample VRS Marketing Promos http://www.de2.psu.edu/faculty/saw4/vrs/promos.html
More questions? Contact: Susan Ware ([email protected])
Handouts & Marketing Promos