Virtual Reference Services

[Gillian Wiseman]

I'm in a medium-sized public library with 4 locations. Take that into
account - we have 5 professional reference librarians, and 3 branch
managers.

 

From: Web technologies in libraries [mailto:WEB4LIB at LISTSERV.ND.EDU] On
Behalf Of Lindsey Bray (LIB)
Sent: Thursday, January 30, 2014 2:58 PM
To: WEB4LIB at LISTSERV.ND.EDU
Subject: [WEB4LIB] Virtual Reference Services

 

Hi everyone,

 

We're looking at overhauling how we organize our virtual reference
service. Currently, we use LibAnswers and have a small team of
librarians answering the questions. If you currently use a virtual
reference service, could you answer the following questions?

 

What service do you use and why?

 

We use "Mosio Text a Librarian". It has a chat module that can be set up
if you wish, but does not have to be. Alerts for message notification
can be set to arrive as IM, Email or SMS. Each person who is set up to
monitor the service can set their own preferences. Chat is enabled any
time a librarian is logged into the message board.

 

Is your service asynchronous (delayed response) or synchronous (chat)?
Either or both.

 

How do you monitor answer quality? Our supervisor (reference manager)
monitors the answers we give. 

 

How do you schedule staff time on the virtual reference service? Whoever
is on the reference desk is expected to keep an eye out for incoming
text messages. We are also all supposed to login to accept chat
reference whenever possible, but I find that this doesn't happen as
often as I'd like it to, and these questions frequently (the one or two
a week we get!) go unanswered. 

 

How many staff do you have answering questions? 5 Reference librarians,
2 Branch Managers and our Circulation Manager are all set up to monitor
the service. In reality, three of us do 90% of it. We receive a total of
10-15 questions per week on the service, so it is not burdensome.

 

Thanks!

Lindsey

 

You're welcome!

 

Gillian Wiseman

Teen Services Librarian

Waco-McLennan County Library

Waco TX, 76701

254-750-5944

gwiseman at ci.waco.tx.us

 

 

 

Lindsey Bray  |  Digital Services Specialist

W. Dale Clark Main Library
215 S. 15th St.  |  Omaha, NE 68102 
lbray at omahalibrary.org <mailto:lbray at omahalibrary.org>   |  402.444.4843
omahalibrary.org <http://omahalibrary.org/> 

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