questions@your desk answers@your library

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questions_at_your deskanswers_at_your library

• Virtual Reference
• _at_
• The University of Guelph
• Jenny Marvin Project Manager
• Robin Cooper Romie Smith VR Staff

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Agenda

• Software quick peek
• Introduction of VR to university of Guelph
• University library administration
• Phase 1 - DE
• Phase 2 - first year, on-campus
• Software demo

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Bringing VR to Guelph - Demo

• Demo by Steve Coffman (Nov, 2000)
• Invited
• All staff
• Senate Library Committee
• UWO and WLU
• Now, a sneak peak.

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Ask A Librarian
Click Here
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Click to Talk to a Live Person
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Library Side Monitoring the Queues
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Library Screen - Patron Record
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Library Screen Form Sharing
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What the Patron Sees
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Patron Screen
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Patron side - Authentication
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Library side Inside an Index
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Library Side - Virtual Classes
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Transfer and Conference
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Session Transcripts
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Bringing VR to Guelph - Meetings

• Meetings with
• Chief Librarian (Jan, 2001)
• VP Academic Council (Feb, 2001)
• IS Managers (Feb, 2001)
• Chief Librarians Council (March, 2001)
• Senate Council of Open Learning (March)
• Information Services Staff (March)

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Bringing VR to Guelph - Rational

• Librarys Strategic Goals (2001 2002)
• Implementing the digital library
• services and resources that support the
  University's research, teaching and learning
  missions
• Enhance Learning Support
• position the Library as an active participant in
  support of student learning

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Bringing VR to Guelph - Rational

• Universitys Strategic Goals
• Learner-centredness
• Open Learning
• Internationalism
• Research-intensiveness
• Collaboration
• integration with curriculum
• partnerships with other libraries, pooling of
  expertise and resources

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Rational - Other benefits

• Unique service will enhance faculty and student
  recruitment efforts
• Integration with university curriculum
• passive footprint or structured learning
  activity
• Support point-of-need learning
• encourage retention of information literacy
  skills
• 24/7 service

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Phase 1 Service Model

• All IS staff
• 30 (Librarians Associates)
• 48 Hours per week
• Mon Thurs 10 to 2 6 to 10
• Fri 10 to 2
• Sat/Sun 1 to 430
• Users
• 4 DE Classes

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Getting Started Changes.

• Based on Summer 2000 reference stats
• Combined DRC and GovPubs desks
• Combined Science and SocArts desks and reduced
  service hours
• Major summer project
• Scheduled time

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Getting Started Results

• 48 hours of staff time per week to run a parallel
  (pilot) service
• Gain of 35 hours per week by adjusting in-person
  reference service
• Gain of 20 hours from 3 additional librarian
  positions (compared to summer 2000)

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Getting Started - Operationalizing

• LSSI Training (Apr 17 18)
• Scheduled Practice (Apr 19 27)
• Development of front end (Apr 19 May 7)
• Icon
• Web pages
• Triage
• Policies privacy, q a
• Prescripted messages, screens and slides

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Getting Started - Liaison Publicity

• Communication with faculty
• Demo
• Communication with users
• Flyer in course packs
• Introductory and periodic messages in WebCT
• Virtual classes
• Communication with University community
• _at_Guelph, Guelph Tribune, Rogers

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Service Time - Issues

• Troubleshooting
• Technology
• Procedures
• Communication
• Staff
• Systems
• LSSI
• Troubleshooting Team

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Staff Response

• Open to the concept
• Keen and adaptable
• Concern for quality of service
• Stress regarding
• Personal performance
• Technology
• Lack of best practices

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User Response

• Very low point of need usage
• Classes
• Good attendance when required
• Poor attendance when not required
• Very positive feedback by all who used the service

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Hindsight is 20/20

• Not everyone is suited
• People dont know until they try
• Will not be over run by users
• Must promote and make service visible
• Support team
• Communication
• Troubleshooting
• Skilled experts

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Phase 2 Service Model

• Virtual Reference Team
• 7 (3 Librarians 4 Associates)
• 22 Hours per week
• Mon Thurs 2 to 4 6 to 9
• Fri 2 to 4
• Archives
• Mon Fri 11 to 2

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Getting Started Again

• Assembly of VR team
• Training
• Daily meetings (two weeks prior)
• Development of support materials
• Focus on procedures and scenarios

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Promotion

• Orientation venues
• Peer helpers
• Students
• Door Hangers
• Visible on Library Homepage
• Posters at computer pools
• Mention during library classes
• Demos to faculty

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Next Steps - Evaluation

• Web statistics - /vref.html
• Usage
• LSSI Reports
• Usage (first 3 weeks 11 patrons)
• Best practices transcripts (faqs, web design)
• Web survey
• Focus groups

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Hits by day of the week
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Hits per day
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Hits by the Hour
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Any Questions?

• jmarvin_at_uoguelph.ca