Live Online Reference Programs at ALA MidWinter

[Steve Coffman]

Dear colleagues,

Anybody keeping track of developments in live online reference knows that
the past few months have been pretty amazing by any stretch of the
imagination.  When ALA last got together in Chicago, there were no more than
a few libraries experimenting with live virtual reference projects. Today,
less than six months later, there are over 65 libraries using LSSI's Virtual
Reference software alone, and dozens of others using programs like
LivePerson, eShare, HumanClick and others.   Programs on live reference were
swamped at ALA, at the Virtual Reference Desk Conference in Chicago, and at
state and regional library meetings around the country.  There is a new live
reference listserve (livereference at egroups.com) and number of major articles
on the topic will be coming out early this Spring including a piece in
Library Journal and another by yours truly in Public Libraries. Meanwhile
the growing numbers of us working hard to bring reference online have been
learning a great deal about what works and what doesn't in all kinds of
areas including reference strategies, training, marketing, running
collaborative reference services and much, much more.

Fortunately there are a wide variety of programs that cover virtual
reference from one angle or another that planned for ALA MidWinter, so there
should be ample opportunity for everybody who's interested to catch up on
developments in this fast-moving field.

Here's a brief run-down of the programs and activities I'm aware of ... but
since I don't know everything (as my colleagues are always quick to remind
me) ... if I've missed your program here, please write and let me know.

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Live From DC  ---  A Series of Special Program on Virtual Reference that you
can attend online from anywhere in the world.

You don't even need to come to MidWinter to participate in this one.  On
Saturday and Sunday January 13th and 14th, LSSI is sponsoring a series of 8
one hour live online meetings on various facets of virtual reference
featuring presentations by those working on key projects in the field. To
join any of these sessions all you have to do is click on the Live From DC
link on the LSSI Virtual Reference Web site (www.lssi.com/virtual) at the
appointed time, and then click on the link for the meeting you want to
attend.   You'll automatically join the online meeting where you get a brief
introduction to the software, and then 'listen' to a presentation by the
featured speaker.   Afterwards you'll be able to ask questions and chat with
the speaker.   There is no need to register, no software to download,
nothing to install, plug-in or configure.  Just drop on by and join us on
the Web ... just make sure to get there early, we've only allocated a
limited number of seats to keep things manageable and we will close the
meeting to further participants once we reached the limit.  But if you miss
one, just try again the next time ... and we will be posting complete
transcripts of each session on the Web site as well.

Here's a tentative schedule for the meetings and speakers ... but be sure to
check the LSSI Web site (see address above) for final details.  Of course,
if you are at ALA, you are welcome to come by the LSSI Booth (#1344), where
you'll be able to see us running these sessions live and online.  Bear in
mind, however, that many of the featured speakers will be logging on
remotely ... but I and the other program hosts will be there in the flesh
... for what that is worth.

10am EST Saturday, January 13th (logon at www.lssi.com/virtual)
The Alliance Library Project.  Mary-Carol Lindbloom.  Details on a major
collaborative reference project involving 14 academic libraries in Illinois.
This is the first collaborative reference project involving academic
libraries ... don't miss Mary-Carol's description of what they have planned.


12noon EST Saturday, January 13th (logon at www.lssi.com/virtual)
Marketing Virtual Reference Services.  Linda Wallace.  Linda and her
partner, Peggy Sullivan are working on the marketing plan for the Bay Area
Libraries project.  Linda will go over key issues and strategies you'll want
to think about in marketing online reference services.


2pm EST Saturday January 13th (logon at www.lssi.com/virtual)
The Bay Area Libraries Project.   Ronna Nemer and colleagues.   Ronna will
give you the nitty gritty of what is has been like getting the Bay Area
Libraries project a major collaborative reference project involving over 25
libraries off the ground in the San Francisco Bay Area.

4pm EST Saturday January 13th (logon at www.lssi.com/virtual)
Evaluating Virtual Reference Services.  Bernie Sloan.   Bernie has long been
involved in both email and live online reference, and he will be responsible
for evaluation the Alliance Library Project.  Bernie will discuss some of
the issues, methods and techniques he'll be looking at in trying to
determine how well this new approach to reference is working.


10am EST Sunday, January 14th (logon at www.lssi.com/virtual)
North Carolina State University's Virtual Reference Service.  Karen Ciccone.
NCSU already has one of the first 24 hour reference desks in the country
(perhaps the world) and Karen will be explaining how NCSU is working to move
their reference services online.


12noon EST Sunday, January 14th (logon at www.lssi.com/virtual)
The Dark Side of the Web.  Barbara Quint, editor Searcher Magazine.  Barbara
will take a look at what virtual reference and the emergence of the Web may
mean for librarians and for the profession.  Who are the likely winners and
losers, and what will we have to do to hold on to our jobs and insure our
position in this brave new world?


2pm EST Sunday, January 14th (logon at www.lssi.com/virtual)
Traditional vs. Online Reference Services, What's the Difference?  Anne
Lipow, Library Solutions Institute and Press.   Anne Lipow, well-known
author and speaker on reference issues will take a close look at the
differences and similarities between doing reference at a traditional
reference desk and doing it online.  Anne has just finished the first
Virtual Reference Manual (a preliminary edition will be available at ALA) so
she has had a lot of opportunity to consider these issues over the past few
months.


4pm EST Sunday, January 14th (logon at www.lssi.com/virtual)
Marketing Virtual Reference Services.  Linda Wallace.  Repeat of Linda's
program on Saturday, marketing is one of the most critical issues for any
virtual reference service ... and you can't cover it enough.


***********************************************

One More Cup of Coffee --- MARS Program

11:30am - 12:30pm Saturday, January 13th
Renaissance Washington Hotel, Renaissance B

The MARS Hot Topics Discussion Group will present “One More Cup of Coffee :
After-Hours Reference Service Using Web Chat and Contact Center
Technologies".

Susan McGlamery of the Metropolitan Cooperative Library System's 24/7
Project and Paul Constantine of the Cornell University Libraries will
discuss how the are using live virtual reference technology to provide after
hours reference services.


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New Virtual Reference Manual On Display at ALA

Anne Lipow, Steve Coffman and the Library Solutions Press have come out with
the first manual on setting up and operating live virtual reference
services, and a preliminary edition will be on display at ALA.  The manual
is titled:  Establishing a Virtual Reference Service: VRD Training Manual"
and it was originally developed for the Bay Area Libraries Project which
uses LSSI's Virtual Reference Desk software.  However, it should be of
interest to any library considering setting up a virtual reference service
using any type of live web contact center software.  Topics covered include:
overview of the software, planning a virtual reference service, service
policies and guidelines, design and content of screens and supplementary
material, and lots and lots of practice exercises using the software.   As
of this writing the price has not been set (two copies from free with each
seat purchased on LSSI's Virtual Reference Desk software).   A preliminary
edition of the manual will be on display at the Library Solutions Press
Booth #118 on the show floor, and also at the LSSI Booth #1344.



***********************************************
Library of Congress Programs


The Library of Congress CDRS has several programs scheduled at MidWinter
....


1:30 - 5:30 -- Friday, January 12th -- Library of Congress, Coolidge
Auditorium
Ground Floor, Thomas Jefferson Building
A Symposium on Digital Reference in a 24/7 World (co-hosted by Library of
Congress and OCLC)
A variety of speakers with extensive experience in both live and email based
programs will discuss their projects. Included on the program are Jay
Jordan, CEO of OCLC, Winston Tabb Associate Director or Library Services at
LC, David Lankes of the Virtual Reference Desk project, Syracuse University,
Susan McGlamery of the 24/7 Project, Nancy O'Neill of Santa Monica Public
Library, Paul Constantine of Cornell, and Diane Nester Kresh and Linda Arret
from the CDRS Project at LC and Chip Nilges and Frank Hermes of OCLC and
working with the LC on the CDRS Project.  For further details on this
program, please visit http://lcweb.loc.gov/ala/digiref.html


In addition, the Library of Congress is also planning a series of small
interactive meetings on Digital Reference Futures on Saturday, Sunday and
Monday.   The purpose of the meetings are to allow libraries to discuss how
the CDRS can "contribute to the increased relevance of libraries in their
communities, how the CDRS can be extended to direct access by end users and
the CDRS can be used to help build the brand of its member libraries."  Each
of the meetings are targeted to specific types of the libraries, advanced
registration is required, and slots are limited to 12 each.  The schedule is
listed below, for further details, or to register please contact Linda Arret
at larr at loc.gov.

SATURDAY January 13, 2001
9:30am - 11:30am:
CDRS Members Only

1:30pm - 3:30pm:
representatives from libraries serving community populations over 200,000
or academic populations over 10,000


SUNDAY January 14, 2001
12:30pm - 2:30pm:
representatives from libraries serving community populations over 200,000
or academic populations over 10,000

3:30pm - 5:30pm:
representatives from libraries serving community populations up to 200,000
or academic populations up to 10,000


MONDAY January 15, 2001
9:30am - 11:30am:
representatives from libraries serving community populations up to 200,000
or academic populations up to 10,000

1:30pm - 3:30pm:
representatives from libraries serving community populations up to 200,000
or academic populations up to 10,000


Finally, there will be presentations on the CDRS at the LC Booth on the
Exhibit Floor at 11:30 am on Saturday Jan. 13, Sunday Jan. 14, and Monday
Jan 15.


***********************************************

As you can see, then, if you are interested in live virtual reference
services ... you won't lack for things to do at ALA MidWinter ... and even
if you can't make it, you can still participate in the many online programs
in Live from DC.  We look forward to seeing you all there.

SC



Steve Coffman
Product Development Manager
LSSI / Library Systems and Services LLC
www.lssi.com/virtual
stevec at lssi.com
1-800-638-8725 x265