ALA Anaheim, CA - Program 2

“Way Beyond Compare: A Discussion of Virtual Reference Technologies and Tools”

The RUSA MARS Virtual Reference Discussion Group hosts a discussion forum at both Midwinter and Annual ALA Meetings. There were approximately 50 librarians in attendance this year – attendance ranges from 50 to 75 attendees. I was one of the table facilitators for this Forum.

Discussion Questions-
1. Should virtual reference via the software vendors be more customizable in the vein of MySpace or Facebook profiles?
2. How are widgets changing the VR landscape?
3. How might librarians work with IT professionals to insure digital reference remain secure?
4. Are digital librarians doing enough to address library users who text message? How can VR cat and IM capture communications via texting?
5. For IM and VoIP services, how are statistics, transcripts and user feedback managed?
6. What role should Voice over IP play in the digital reference market?

Academic librarians have claimed virtual reference as their own and are working with the new technologies to remain relevant with their students and their instructors.

Public librarians have Virtual Reference email & IM or chat, but few have Facebook or MySpace accounts. Some public librarians are working with their Teen groups to set up accounts.
We use OCLC’s QuestionPoint for LCPL’s email reference and the free meebo widget software for IM chat. QP email reference transaction archives and statistics are only available to System Administrator with password. Meebo chat transactions are erased immediately. Our librarians are schedule to monitor chat and we keep statistics with hash / marks.
-Blogs are still popular but more with adults. Voice over IP (VoIP) is interesting, but takes more bandwidth.

Any comments? Do you think LCPL should try Facebook or MySpace?

ALA Annual Conference 2008

Sunny Anaheim, California welcomed 22,047 librarians, guests & exhibitors to the 2008 ALA Annual Conference. Anaheim and Mickey Mouse welcomed us and celebrated with fireworks every night.

It was a busy conference and my days were packed with meetings and programs. The first program that I attended was "Stretching Existing Staff: New Service Delivery Models."

Given Indiana and Lake County Public Library's budget crunch, I thought this one might offer some tips. Merchandizing of collections, roving staff (clerks as well as librarians), self-checkout and holds pickup and programming were the buzz words.

San Jose Public Library based all their changes on the following four principles:

• Customer First - simplified policies, easy access to collections, expert level help always available
• Teach Customers - self-checkout, place & pick up own holds, and ongoing computer classes
• Reinvent Environments - greeter station, no telephones on the public floor, popular collections where customers can help themselves and staff roving zones (clerks 60% of time spent roving and librarians 40% during peak times (on call at all times for expert assistance)
• Enable Staff - updated key competencies and empowered all staff to meet customer needs

Atlanta - Fulton (GA) Library System highlighted their "One - Point Information Service" which they implemented when they built a new branch. Recognizing that computers have changed the way people use the library and their expectations, they merged their Children's & Reference desks so that patrons would have quick and easy access to information and personalized assistance.

Staff were cross-trained and now work as a team giving more time for programs, outreach & collection maintenance.

Queens Library, Jamaica, N.Y. stressed the need to know your community, your staff, and your buildings. What's big in Texas, what plays in San Jose, may not fit Queens or your library.

"Customizing Customer Service" tips: roll out new programs slowly - let staff as well as patrons become comfortable.

They have self-checkout machines that take cash, credit cards, and checks as well as payments and they are multilingual. Their machines also provide a recipt for check-in of materials.

Richland County (SC) Public Library - "The Link" a bookmobile converted into a new branch with new service models:

• Video Reference System (Video Conference Technology) that allows users to actually see and speak with a librarian at the Main Library
• Wireless Internet Access linking users to world wide web as well as online resources through myRCL.com website
• Self-checkout and Hold pickup shelves where patrons help themselves

During August I will highlight other programs and welcome your comments.