vrs

Virtual reference serviceVirtual reference service

““Virtual reference is reference service initiated Virtual reference is reference service initiated electronically where patrons employ computers or electronically where patrons employ computers or

other technology toother technology tocommunicate with public services staff without being communicate with public services staff without being physically present. Communication channels used physically present. Communication channels used

frequently in virtual reference include chat, frequently in virtual reference include chat, videoconferencing, Voice-over-IP, co-browsing, e-videoconferencing, Voice-over-IP, co-browsing, e-

mail, and instant messaging”mail, and instant messaging”

ALA definitionALA definition

VRSVRS

•Task team to investigate current Virtual Reference Services (VRS) models and identify a Task team to investigate current Virtual Reference Services (VRS) models and identify a possible new or revamped service modelpossible new or revamped service model

•Asynchronous and synchronousAsynchronous and synchronous

•New tools were investigated, eg Meebo, LibGuidesNew tools were investigated, eg Meebo, LibGuides

•Benchmarking - local and internationalBenchmarking - local and international

VRSVRS•Call Centre closing downCall Centre closing down

•Handling of queries in the LibraryHandling of queries in the Library

•Same queries handled by different DirectoratesSame queries handled by different Directorates

•Available channels/ tools used in the LibraryAvailable channels/ tools used in the Library

•Stakeholders consultedStakeholders consulted

•Training for staffTraining for staff

•Job descriptionsJob descriptions

current situationcurrent situation

Clients currently contact the Library via the following channels :

Face to face

Postal

Social media — Facebook and Twitter

Email

Fax to email

QuestionPoint

QuestionPoint would replace all mailboxes (linked to bib-circ)QuestionPoint would replace all mailboxes (linked to bib-circ)

The mailboxes currently in use would be used for internal referrals but all client The mailboxes currently in use would be used for internal referrals but all client contact will come via the contact will come via the Ask a LibrarianAsk a Librarian page where the choice would be the page where the choice would be the

client’sclient’s

The advantage of using QuestionPoint as the only point of contact is the fact The advantage of using QuestionPoint as the only point of contact is the fact that it is backed by an adminisatration system, a client enquiries function and a that it is backed by an adminisatration system, a client enquiries function and a

knowledgebaseknowledgebase

Stats can be drawn from QuestionPointStats can be drawn from QuestionPoint

chatchat

Our proposed live chat periods will be 9:00-11:00 and Our proposed live chat periods will be 9:00-11:00 and 14:00-15:3014:00-15:30 

chatchat

web pageweb page

A webpage was modelled on the University of Wisconsin Library’s A webpage was modelled on the University of Wisconsin Library’s Ask a librarianAsk a librarian page page

The current FAQ’s will serve as a self-help service before asking a question. During 2013 a The current FAQ’s will serve as a self-help service before asking a question. During 2013 a comprehensive FAQ page will be developed using LibGuides.comprehensive FAQ page will be developed using LibGuides.