Chasing the Sun: an international virtual reference service between health libraries
Mary Peterson (RAH/IMVS, Adelaide, Australia)
John Loy (Bristol, UK)
Internet Librarian International 2007
What is Chasing the Sun? History, setup, problems Recent developments within CTS Future goals
co-operative free virtual reference service between health libraries
Takes advantage of time differences
5am in the UK
1pm in Perth 3pm in Sydney
10pm in Vancouver
Midnight in Montreal
To put health/medical practitioners in contact with a Librarian for after-hours reference queries related to a clinical question.
Risk management – supporting use of clinical decision-making support tools for EBP
Provides help with database searching or information retrieval
Must relate to patient care Cannot wait until the library is open in the
morning Target group
◦ junior doctors, nurses working after-hours
General IT problems or computer connectivity - i.e. database crashes.
Password difficulties Queries not relating to patient care (i.e.
assignments or research) Material unique to the other institutions’
intranets.
share common subject themes are of equal professional standards use similar information resources
Initial contact by NHS late 2001 service parameters agreed during 2002 logo developed 2002 - UK evaluation of VR softwares 2002-3 - AUS detailed evaluation of QP 2003 - AUS Project proposal delivered to UK Dec 2003 UK agreed to fund QP for one year Soft launch November 2004 Expansion in UK and Aus 2004 – 2007 New Zealand trialling 2006 Canada joins 2007
Swets Professional Envoy Award (Aus) 2004 International Information Industry Awards,
London 2004 - Best Team in the Public Sector
Three types of Virtual Reference Software◦ Remote Control software◦ Web Contact Centre Software◦ Chat / Instant Messenger
CTS based on live chat – immediate response
Affordable Reliable and quick response times Easy to use interface Able to brand web pages with our logo Able to gather statistics and generate
reports automatically Does not require special software or
hardware for user or librarian Able to have tailored standard messages
Able to provide link from “Chat” to “Web form” when library is closed
Allows librarian to use other applications at the same time and to move/float chat window
Provides a cue for incoming request Web forms can be customised Able to time/date stamp both the request
and the response given to the request
Allows discrete groups (BMEs) in different countries
Individual SPUs for internal VR Multiple librarians can be logged on All CTS questions seen by all librarians Most appropriately skilled librarian able to
take question Transfer of questions easy No rostering is required
Each CTS country BME has an administrator to represent their group of librarians.
The CTS administrator liaises with the other administrators from other countries
The administrator’s duties include:◦ ensure Chat sessions are taken up and that
Librarians are logged on each day ◦ schedule training for librarians◦ activate accounts and manage MOUs ◦ customise country’s global scripted messages◦ organise branding (Logo) of group◦ generate usage reports (statistics)◦ assist with set-up of new member libraries◦ Liaise with OCLC on technical developments etc
Unreliable internet / response times Blocking of download sites by IT depts Reliable source of recurrent funding
◦ UK – NHS ◦ Aus – sponsorship◦ Canada – already QP users◦ NZ – funding source barrier to participation
Time and energy levels
How best to promote the service to medical and health staff◦ emails, promotions on intranet web sites,
promotion at regional medical conferences System administrators – workload
Launch of new Flash version of QP 22nd October 2007
Canada joining as full member Increased librarian training Promotion to health librarians
◦ CHLA June 2007◦ AGMB Sept 2007◦ HLG July 2008
Promotion to clinicians
Intensify promotion to clients Broaden CTS participant group – NZ / USA. Explore sources for longer term funding
Improved opportunity for good evidence based clinical decision making in patient care by medical / health staff.
Overcome issues of having to have physical after hours access to the library.
Platform for co-operative ventures established
Good political mileage for librarians Interesting new side to our work.
Health Libraries to be part of the way of the virtual future.
Virtual reference goes with virtual diagnosis, virtual surgery, virtual teaching, telemedicine, Robotics
Virtual world imposes no distance or size restrictions.
Rockliff S, Peterson M, Martin K, Curtis D. Chasing the Sun: a virtual reference service between SAHSLC (SA) and SWICE (UK). Health Information and Libraries Journal 2005; 22: 117–123.
Website: http://www.salus.sa.gov.au/cts/ctsmain.htm
Tonight at about 5.30 – live chat with Canada. Come and help us welcome Canada to CTS!
Chasing the Sun: an international virtual reference service between health libraries
Mary Peterson (Adelaide, Australia)
John Loy (Bristol, UK)
Internet Librarian International 2007