The virtual reference librarian's handbook:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Berkley
Library Solutions Press [u.a.]
2003
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | XXIII, 199 S. Ill. 1 CD-ROM (12 cm) |
| ISBN: | 155570445X |
Staff View
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Record in the Search Index
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|---|---|
| adam_text | Contents
List of Figures vii
Quick Locator of Exercises and Checklists ix
Foreword by Clifford Lynch xiii
Preface xvii
Clicks and Mortar xvii
How to Use This Book xviii
About Terminology xix
Digital or Virtual? xix
Patron, Customer, or . . . ? xx
One More Thought xx
Your Comments Are Welcome xx
Acknowledgments xxi
Part 1: Making the Decision to Go Virtual 1
CHAPTER ONE:
Discover the Benefits and Confront the Problems of Virtual Reference 3
Three Reasons to Offer a Virtual Reference Service Now 3
Reason 1. You want to close the growing gap between users and the library 3
Reason 2. You can t afford to wait for the perfect technology 4
Reason 3. You want to continue providing the best service possible 7
Six Approaches to Carving Out a Niche for the New Service 9
Approach 1. Make room for new work 10
Approach 2. Redefine professional work 12
Approach 3. Create new work 13
Approach 4. Redesign space 13
Approach 5. Provide the necessary underpinnings 14
Approach 6. Give the new service time to succeed 15
Dispelling Doubts 15
Contrary evidence says don t go Virtual 15
I m eager to go Virtual, but how to convince the others? 19
References 19
THE VIRTUAL REFERENCE LIBRARIAN S HANDBOOK
CHAPTER TWO:
Get Yourself in the Virtual Frame of Mind 21
Spend Time Appreciating Your Work 21
Axiom 1. Your job is not to answer questions 21
Axiom 2. There will always be a need for a human consultant to satisfy the
needs of the Information seeker 23
Remind Yourself: To Want Convenience Is Human 24
Face the Realities of Reference Desk Work 25
Learn to Welcome Change 26
Think Like Your Clients Think 29
You re not so different from your demanding clients 29
Take a new look at old ideas 32
Invent New Vocabulary 32 ,
Keep Up with Progress 33
New Internet resources and current developments 33
Current literature 34
Developments to track 34
Keeping up 38 ,
References 40
CHAPTER THREE:
Shop Wisely for Software 41
Keep a Flexible Attitüde 41
Solicit Others Opinions 42
Library based Issues 42
Software based Functions and Features 45
Vendor Support 50
References 50
Part 2: Moving to the Virtual Reference Desk 51_
CHAPTER FOUR:
Transfer What You Know to What You Do 53
Preventing the Einstellung Effect 53
Basic Chat Etiquette 54
Skills You Need When You Can t See or Hear the Client 55
Skill 1. Get comfortable in Cyberspace 55
CONTENTS
Skill 2. Perform a simple transaction efficiently 61
Skill 3. Let your fingers do the talking and listening 61
Skill 4. Answer the question the client hopes you heard 64
Skill 5. Search in quality resources 66
Skill 6. Evaluate retrievals 68
Skill 7. Teach while you chat 68
Skill 8. Control the length of a transaction 69
Skill 9. Practice fixing what can go wrong 71
Skill 10. Save your work to use again 72
Skill 11. Put it all together 72
Skill 12. Become overwhelmed 75
CHAPTER FIVE:
Update Your Library s Policies 77
Eligibility 78
Confidentiality 78
Use of Licensed Databases to Answer Questions 80
How You Will Identify Yourself to the Client 81
Delivery of Material to the Client 82
Average Length of Transaction 84
Client Satisfaction 85
Inappropriate Client Behavior 85
Questionable Questions 86
Limit of Transactions per Client 87
Follow Up 88
CHAPTER SIX:
Make Your Virtual Reference Desk a Comfortable Place 91
Develop Homepage Features That Encourage Access 91
Top ten basic principles of Web homepage design 92
Library homepages that work 95
Exercises in evaluating library homepages 95
Plan the Look and Feel of Your Virtual Reference Service 108
Decisions to make when planning your Web site 108
Listen to the Evaluations of Your Users 119
Post transaction evaluation form 119
Usability studies 119
Meetings with your users 120
THE VIRTUAL REFERENCE LIBRARIAN S HANDBOOK
Part 3: Building a Lively Service 1^3
CHAPTER SEVEN:
Market and Publicize the Service in Old and New Ways 125
Promotion Strategy 1: Create Awareness 127
Promotion Strategy 2: Segment the Market 132
Promotion Strategy 3: Ask Users How They Heard About Your Service 133
Promotion Strategy 4: Keep Up with the Changing Needs in the Community 133
Reference 136
CHAPTER EIGHT:
Let the Service Seil Itself 137
Guidelines for Designing a High Volume Service 138
Usability Is in the Eye of the Beholder 145
Here s to Your Success! 146
Appendices: Virtual Reference Support Materials 147
1 Causes of Questions at the Reference Desk: A Survey 149
2 Neutral Questioning: Why It Works, What It Looks Iike,
and How to Modify It for the Virtual Environment 15?
3 Virtual Reference Desk Service Policies, Scripted Messages,
and Tales from the Trenches 161
4 Chat Communication Tips 173
5 Training for Change: Beyond the Virtual Reference Desk *77
Index 191
About the Author 199
List of Figures
Figure 1 1 The genres of reference Service in time and space 9
Figure 1 2 Characteristics of types of reference Service 9
Figure 2 1 Relationship of question asked to answer wanted 23
Figure 3 1 Example of a worksheet for evaluating Software and elements to include 45
Figure 4 1 Primary horizontal bars on a Netscape browser 57
Figure 4 2 Primary horizontal bars on an Internet Explorer browser 57
Figure 6 1 Example of enabling retrieval of desired results directly from the homepage
of the Yale University Library (www.library.yale.edu) 93
Figure 6 2 Homepage of the University of Nevada Las Vegas Libraries showing mouse over
pop up links to subcategories of a main link (www.library.unlv.edu) 94
Figure 6 3 Homepage of the University of Nevada Las Vegas Libraries (www.library.unlv.edu) 95
Figure 6 4a Homepage of the Charlotte Mecklenburg County Library (www.plcmc.lib.nc.us) 96
Figure 6—4b Charlotte Mecklenburg County Library: same homepage showing rotating
centerpieces. The center space is also used for mouse over definitions of links. 96
Figure 7 1 Example of an article about the service written from the client s Standpoint 130
Figure 7 2 Example of publicizing the service by showing how to use it 131
Figure 8 1 Helsinki City Library s Information Gas Station chat service
(http://igs.kirjastot.fi/ index3.html) 139
Figure 8 2a Homepage of the Toronto Public Library (www.tpl.toronto.on.ca) 140
Figure 8 2b Same homepage as in Figure 8 2a, with the lower left link highlighted
(and which, when clicked, will generate an overlaid screen) 140
Figure 8 3a Homepage of the University of Wisconsin Madison Libraries
(www.library.wisc.edu) 142
Figure 8 3b Main page of a subsection of the University of Wisconsin Madison Libraries site 142
Figure 8 3c Main page of a different subsection of the University of Wisconsin Madison
Libraries site 143
Figure 8 3d Main page of a different subsection of the University of Wisconsin Madison
Libraries site 143
vii
VÃœi THE VIRTUAL REFERENCE LIBRARIAN S HANDBOOK
Figure A5 1 Examples of training events in each of four growth tracks 182
Figure A5 2 Who needs to do what, and when, to support a particular training activity 184
Figure A5 3 How people learn 183
Figure A5 4 Sample categories of a training plan 187
Figure A5 5 Snippets from a sample training plan 187
Figure A5 6 Categories to consider when planning the interview of applicants 188
Figure A5 7 Snippets from an interview for hiring plan 188
Quick Locator of Exercises and Checklists
Exercise 2 1 Your awareness of ambiguity score 27
Exercise 2 2 Challenge long held beliefs 32
Exercise 3 1 Checklists of library based issues to think through 43
Exercise 3 2 Checklists of software based functions and features 46
Exercise 3 3 Checklists of vendor Support 50
Exercise 4 1 Know your browser s basic features 56
Exercise 4 2 Be able to go beyond basics 58
Exercise 4 3 Know your software s bells and whistles 59
Exercise 4 4 Understand the information landscape on the Internet 60
Exercise 4 5 Greet the client, conduct a simple dialogue, push a page, and end the transaction 61
Exercise 4 6 Feel the effect of silence 62
Exercise 4 7 Fill the client s dead time 62
Exercise 4 8 Avoid embedding negative emotions in your message 63
Exercise 4 9 Control your negative reaction to the client s message 64
Exercise 4 10 Omit the neutral question 65
Exercise 4 11 Use NQ to get at the real question 66
Exercise 4 12 Asking neutral questions that Start with openers 67
Exercise 4 13 Avoid Google, remember print 69
Exercise 4 14 Know how to evaluate retrievals 69
Exercise 4 15 Practice evaluating retrievals 70
Exercise 4 16 Teil client what to do next time 70
Exercise 4 17 Observe each other conducting a search 70
Exercise 4 18 Describe your Virtual surroundings 71
Exercise 4 19 Limit your transactions to ten minutes 72
Exercise 4 20 Recover from a client initiated disconnect 73
Exercise 4 21 Practice recovering from other surprise interruptions 73
Exercise 4 22 Perform post transaction duties 74
Exercise 4 23 Perform multiple tasks simultaneously 74
Exercise 4 24 Become overwhelmed 75
Exercise 5 1 Draft a Virtual reference service policy for your library regarding eligibility 78
Exercise 5 2 Draft a Virtual reference service policy for your library regarding confidentiality 80
ix
x THE VIRTUAL REFERENCE LIBRARIAN S HANDBOOK
Exercise 5 3 Draft a Virtual reference Service policy for your library regarding use of
licensed databases 81
Exercise 5 4 Draft a Virtual reference Service policy for your library regarding how you
will identify yourself to the client 82
Exercise 5 5 Draft a Virtual reference Service policy for your library regarding delivery
of material to the client 83
Exercise 5 6 Draft a Virtual reference Service policy for your library regarding average length
of transaction 84
Exercise 5 7 Draft a Virtual reference Service policy for your library regarding client
satisfaction 85
Exercise 5 8 Draft a Virtual reference Service policy for your library regarding inappropriate
client behavior 86
Exercise 5 9 Draft a Virtual reference Service policy for your library regarding questionable
questions 87
Exercise 5 10 Draft a Virtual reference Service policy for your library regarding limit of
transactions per client 88
Exercise 5 11 Draft a Virtual reference Service policy for your library regarding follow up 89
Exercise 6 1 Evaluate the homepage of the University of California, Berkeley, Library 98
Exercise 6 2 Evaluate the homepage of Hawaii State Public Library System 99
Exercise 6 3 Evaluate the homepage of the networked academic libraries in the Illinois
Alliance Library System 100
Exercise 6 4 Evaluate the homepage of the Cambridge University Library 101
Exercise 6 5 Evaluate the homepage of the New Haven Free Public Library 102
Exercise 6 6 Evaluate the homepage of the Iowa City Public Library 103
Exercise 6 7 Evaluate the homepage of Santa Monica Public Library 104
Exercise 6 8 Evaluate the homepage of the Princeton University Library 105
Exercise 6 9 Evaluate the homepage of the Yale University Library 1°^
Exercise 6 10 Evaluate the homepage of Vassar College Libraries 107
Exercise 6 11 Routes to the Virtual reference service 109
Exercise 6 12 Representation on collaborating member libraries homepages * ^
Exercise 6 13 First impressions Hl
Exercise 6 14 Who is eligible to use the service? 1 ^
Exercise 6 15 Clients expectations H3
Exercise 6 16 Your expertise H^
Exercise 6 17 Related Services 11 ^
Exercise 6 18 Wait, please screen H^
Exercise 6 19 Client satisfaction H7
Exercise 6 20 Staff only screens H^
Exercise 6 21 Observe users as they use your Web site * * ^
Exercise 6 22 Observe users as they use your Web site on your terms 12°
Exercise 6 23 Analyze transaction logs ^
QUICK LOCATOR OF EXERCISES AND CHECKLISTS xi
Exercise 7 1 Conduct a survey 134
Exercise 8 1 Get personal 144
Exercise Al 1 Determine the causes of questions 149
|
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| genre | (DE-588)4123623-3 Lehrbuch gnd-content |
| genre_facet | Lehrbuch |
| id | DE-604.BV014683516 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T19:05:01Z |
| institution | BVB |
| isbn | 155570445X |
| language | English |
| lccn | 2002029581 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009959229 |
| oclc_num | 50447858 |
| open_access_boolean | |
| owner | DE-20 DE-83 DE-11 DE-525 DE-188 |
| owner_facet | DE-20 DE-83 DE-11 DE-525 DE-188 |
| physical | XXIII, 199 S. Ill. 1 CD-ROM (12 cm) |
| publishDate | 2003 |
| publishDateSearch | 2003 |
| publishDateSort | 2003 |
| publisher | Library Solutions Press [u.a.] |
| record_format | marc |
| spelling | Lipow, Anne Grodzins Verfasser aut The virtual reference librarian's handbook Anne Grodzins Lipow Berkley Library Solutions Press [u.a.] 2003 XXIII, 199 S. Ill. 1 CD-ROM (12 cm) txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Bibliothèques - Services de référence électroniques - Guides, manuels, etc Bibliothèques - Services de référence ram Digitale bibliotheken gtt Inlichtingenwerk (dienstverlening) gtt Electronic reference services Electronic reference services (Libraries) Handbooks, manuals, etc Internet (DE-588)4308416-3 gnd rswk-swf Elektronische Medien (DE-588)4151918-8 gnd rswk-swf Neue Medien (DE-588)4196910-8 gnd rswk-swf Auskunft (DE-588)4143537-0 gnd rswk-swf Auskunftsdienst (DE-588)4340792-4 gnd rswk-swf Bibliothek (DE-588)4006439-6 gnd rswk-swf (DE-588)4123623-3 Lehrbuch gnd-content Bibliothek (DE-588)4006439-6 s Auskunftsdienst (DE-588)4340792-4 s Internet (DE-588)4308416-3 s DE-604 Elektronische Medien (DE-588)4151918-8 s Auskunft (DE-588)4143537-0 s Neue Medien (DE-588)4196910-8 s DE-188 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009959229&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Lipow, Anne Grodzins The virtual reference librarian's handbook Bibliothèques - Services de référence électroniques - Guides, manuels, etc Bibliothèques - Services de référence ram Digitale bibliotheken gtt Inlichtingenwerk (dienstverlening) gtt Electronic reference services Electronic reference services (Libraries) Handbooks, manuals, etc Internet (DE-588)4308416-3 gnd Elektronische Medien (DE-588)4151918-8 gnd Neue Medien (DE-588)4196910-8 gnd Auskunft (DE-588)4143537-0 gnd Auskunftsdienst (DE-588)4340792-4 gnd Bibliothek (DE-588)4006439-6 gnd |
| subject_GND | (DE-588)4308416-3 (DE-588)4151918-8 (DE-588)4196910-8 (DE-588)4143537-0 (DE-588)4340792-4 (DE-588)4006439-6 (DE-588)4123623-3 |
| title | The virtual reference librarian's handbook |
| title_auth | The virtual reference librarian's handbook |
| title_exact_search | The virtual reference librarian's handbook |
| title_full | The virtual reference librarian's handbook Anne Grodzins Lipow |
| title_fullStr | The virtual reference librarian's handbook Anne Grodzins Lipow |
| title_full_unstemmed | The virtual reference librarian's handbook Anne Grodzins Lipow |
| title_short | The virtual reference librarian's handbook |
| title_sort | the virtual reference librarian s handbook |
| topic | Bibliothèques - Services de référence électroniques - Guides, manuels, etc Bibliothèques - Services de référence ram Digitale bibliotheken gtt Inlichtingenwerk (dienstverlening) gtt Electronic reference services Electronic reference services (Libraries) Handbooks, manuals, etc Internet (DE-588)4308416-3 gnd Elektronische Medien (DE-588)4151918-8 gnd Neue Medien (DE-588)4196910-8 gnd Auskunft (DE-588)4143537-0 gnd Auskunftsdienst (DE-588)4340792-4 gnd Bibliothek (DE-588)4006439-6 gnd |
| topic_facet | Bibliothèques - Services de référence électroniques - Guides, manuels, etc Bibliothèques - Services de référence Digitale bibliotheken Inlichtingenwerk (dienstverlening) Electronic reference services Electronic reference services (Libraries) Handbooks, manuals, etc Internet Elektronische Medien Neue Medien Auskunft Auskunftsdienst Bibliothek Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009959229&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT lipowannegrodzins thevirtualreferencelibrarianshandbook |