Virtual Reference Services

Virtual Reference Services A state of the art guide to virtual reference services This essential book provides a snapshot of virtual reference VR services in all kinds of library settings and discusses the issues trends and p

  • Title: Virtual Reference Services
  • Author: Stacey Kimmel Jennifer Heise
  • ISBN: 9780789020451
  • Page: 484
  • Format: Paperback
  • A state of the art guide to virtual reference services This essential book provides a snapshot of virtual reference VR services in all kinds of library settings and discusses the issues, trends, and practices involved in offering this kind of service The chapters go beyond descriptions of services to offer practical advice and suggestions for product selection, policyA state of the art guide to virtual reference services This essential book provides a snapshot of virtual reference VR services in all kinds of library settings and discusses the issues, trends, and practices involved in offering this kind of service The chapters go beyond descriptions of services to offer practical advice and suggestions for product selection, policy setting, technical support, collaborative efforts, staffing, training, marketing, budgeting, evaluation, and administration Case studies, relevant Web sites, and vendor information are included An ample selection of tables, figures, and illustrations makes important information easy to access and understand From the editors The purpose of this book is to describe the state of the art in virtual reference services, by which we mean real time, interactive reference service with a librarian, offered online via chat or videoconferencing Significant players in virtual reference services have prepared chapters for this book Some of these address virtual reference as a service trend Others describe services in a variety of settings, including public, academic, and special libraries Some focus on one aspect of virtual reference, such as statistics evaluation, policy setting, or the reference interaction Our intent is to provide an opportunity for reflection on the impact of virtual reference services on librarians, clients, and libraries, as well as to offer a glimpse of the future Virtual Reference Services Issues and Trends addresses topics that will help institutions and VR professionals provide effective services Chapters focus on the principles and concepts of continuous quality improvement CQI for virtual reference, such as the Kano Model of user satisfaction and how it can help libraries improve their VR servicesa case study of the adoption of VR service at the Suffolk Cooperative Library System in New York, with emphasis on the benefits of maintaining a user centered perspective to help inform decisions about procedures and servicesstaff selection, structuring the work environment, scheduling, and other VR issues at a large university librarycollaborative VR services in the state of New Jersey and the development of the Q and A NJ initiative and the experiences of two participating public librariesthe development and testing of innnovative software developed through a partnership with a high tech companystatewide and regional VR collaboration in Florida, with a comprehensive and detailed overview of that state s VR initiativespost implementation issues such as high call volume, difficult users, training and quality assessment, and service improvementa report from a medical dental library participating in a multitype library collaborative VR service with insights on budgeting, training, administration coordination, morale, marketing, user reaction, and how a health sciences library contributes to and benefits from this kind of initiativeVR services at The Boeing Corporationa model and framework for collecting and making use of statistical data in a VR service, with AskERIC s implementation as an examplethe nature of the user librarian VR interaction, with an insightful analysis of chat transcripts from Carnegie Mellon Universityhow users interact with various services offered on library Web pages, with an illuminating comparison of the use of the library Web site search tool at Southern Illinois University Carbondale vs the use of the VR service available on that site

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