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Ask a Librarian Live:
Virtual Reference at the
University of Saskatchewan Library
Presenters: Vicky Duncan & Angie Gerrard
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• Brief History of Project
• Software
• Mission & Scope of Service
• Staffing
• Training
• Marketing
• Statistics
• Future Developments
Ask a Librarian Live Project
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Why Virtual Reference?
• Defined as the “synchronous exchange of information between library reference staff and patrons, using online chat software”
• Stephen Abram at Netspeed 2001 spoke about the need to “be where our patrons are”
• Health Sciences Library trialed “HumanClick” software July 2002
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Implementing System Wide
• In December 2002 we were tasked with implementing library wide
• Throughout 2003 interested library staff formed a Virtual Reference Taskforce
• Discussed key issues such as staffing, software, scope of service etc.
• Much of 2003 was spent on software selection
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Selection of Software
• Tried to find a single solution for the Library and the University I.T. Division
• Primary requirement was no patron download
• 4 packages were trialed:– E-Care from Netopia– LSSI (now called Tutor.com)– 24/7– QuestionPoint (OCLC)
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The Winner!
• LSSI
– no patron download required– intuitive interface– attractive pricing (recently restructured)– good customer and technical support– compatibility with EZ Proxy– but….changes are coming!
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Mission & Scope of Service
• “To assist patrons in using online resources and to answer questions about the Library and its policies and procedures, at point of need”
• Emphasis will be on teaching
• Service is open to everyone, but we strictly adhere to online licensing agreements
• Offered Mon-Fri 10am-4pm (except holidays)
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Librarian View
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Patron View: Login
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Librarian View: Session Inbox
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Librarian View
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Patron View
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Patron Survey
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Patron Links
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Types of Questions Received (July 1 – Oct 31, 2004 & Jan 1 – April 20, 2005)
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Patron Status(July 1 – April 20)