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AskWisconsin Librarians

AskWisconsin Librarians. LIBMEDIA 350/550 Reference & Bibliography Carol Elsen Reference/Instruction Librarian Andersen Library 2 December 2003. AskWisconsin Librarians The Beginnings. WILS proposed a shared virtual reference service based on feedback from member libraries

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AskWisconsin Librarians

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  1. AskWisconsin Librarians LIBMEDIA 350/550 Reference & Bibliography Carol Elsen Reference/Instruction Librarian Andersen Library 2 December 2003

  2. AskWisconsin LibrariansThe Beginnings • WILS proposed a shared virtual reference service based on feedback from member libraries • WILS is a resource sharing consortium of 500 Wisconsin libraries – providing ILL services, technology training, cooperative purchasing & licensing • Solicited participation in a virtual reference pilot program – minimum of 10 libraries

  3. AskWisconsin LibrariansThe Consortium • 20 libraries signed on for pilot project • Public libraries • UW libraries • Technical college libraries • Private college libraries • WILS • Refererence & Loan Library (Dept. of Public Instruction) • Some libraries participated for pricing only

  4. AskWisconsin LibrariansThe Rationale for QuestionPoint • Low-tech web-based product • No staff software • No patron software • Low cost • $2000 per institution for 18-month pilot phase • Allows integration of existing e-mail reference services • Technical support and improvements

  5. AskWisconsin LibrariansUW-Whitewater’s Interest • Supporting Distance Education • Facilitates UW-Whitewater goal of increasing offerings and support of online courses • Integrating technological innovation into reference environment • Began with phone & e-mail reference

  6. AskWisconsin LibrariansSetting Up the Service • WILS provides training for staff • Library creates chat/e-mail page • Library promotes service • Links on home page • Promote to faculty • Promote to students at desk and in library instruction sessions

  7. AskWisconsin LibrariansSetting Up Library Profile • Library creates profile to be used in Global Network (for e-mail reference referrals)

  8. AskWisconsin LibrariansThe Logistics • Chat coverage began with minimalist approach in Feb. 2003: 44 hours/week • Several libraries joined consortium • Added 9-11 a.m. • Added Sunday evening 5-9 p.m. • M-Th 9 a.m.-9 p.m. • Fri 9 a.m.-5 p.m. • Sun. 5 p.m.-9 p.m. • 66 hours/week • No holidays

  9. AskWisconsin LibrariansMore Logistics • Two libraries cover during peak hours (11 a.m.-7 p.m. during week) • Frequently recurring issues: • Holiday/intersession hours problematic • Hard to tell if question has been “taken” (both librarians may “claim” a question) • Dropped sessions • Slow response time

  10. AskWisconsin LibrariansE-Mail Logistics • Each library handles its own e-mail • UW-W policy: reply within 24 hours, M-F • Questions may be referred within the system to other libraries or to global network • KnowledgeBase retains useful answers • Patron privacy issues

  11. AskWisconsin LibrariansE-Mail Logistics • KnowledgeBase • Search by keyword • Browse by subject

  12. AskWisconsin LibrariansAdministrative Details • WILS coordinates service • Purchasing software • Scheduling • Adjusting service hours • Training and orienting new libraries • Marketing and promotional assistance • Providing technical assistance • Moderating Virt-ref listserv

  13. AskWisconsin LibrariansVirtref • Virt-ref listserv • Information-sharing • Problems • Suggestions • Switching shifts

  14. AskWisconsin LibrariansConsortium Board • Formed mid-year as need arose • Representatives from academic, technical colleges, public libraries • Meet at conferences & virtually • Set policies • Solicit feedback from members

  15. AskWisconsin LibrariansThe Future • Other chat software possibilities • 19 libraries will continue in 2004 • Libraries satisfaction with level of service • User satisfaction survey http://library.uww.edu/SUBJECT/queptsurv.htm

  16. AskWisconsin Librarians Chat Stats

  17. AskWisconsin Librarians Chat Stats

  18. AskWisconsin Librarians Chat Stats

  19. AskWisconsin Librarians Chat Stats

  20. AskWisconsin LibrariansSo What’s the Question? • Patron: Okay I need to study for my third exam for individual and society • Patron: my professor said to look on electronic reserve • Patron: I can't find the class • Patron: where do I go to find my professor's class

  21. AskWisconsin LibrariansSo What’s the Question? • Patron: I am having trouble finding statistics and charts for a paper I am writing about thailand • Librarian 1: Could you be more specific about the kind of statistics and charts you are looking for? • Patron: I need to find a chart involving the amount of foreign direct investment into thailand, • Librarian 1: I will check some databases we have. It might take a couple of minutes so please hold on. • Patron: countries that operate in thailand and what sort of businesses operate in thailand • Patron: what would be a good search engine to find this kind of information?

  22. AskWisconsin LibrariansSo What’s the Question? • Patron: When you see highway signs that tell you how many miles there are to a certain city, to what point are they referring? The center of the city , the outer edge, or what?

  23. AskWisconsin LibrariansSo What’s the Question? • Patron: on what website can i find bibliographies about books? • Librarian 1: Is there a particular topic you are researching? And are you looking for a bibliography of books on that topic? • Patron: on what website can i find bibliographies on books? • Patron: yes, on "the society" book by bill myers • Librarian 1: Can you give me an idea of your topic? • Librarian 1: So you are looking for books about "The Society" by Bill Myers? • Patron: no, just the bibliography about it • Patron: do you know where i can find it at? • Librarian 1: I notice that it is in a series of books by Bill Myers. Did you want to know about other books by him? I'm not exactly sure what you mean by "bibliography." Do you just want to find an article about the book? • Librarian 1: Do you want a list of the "Forbiddden Doors" books by Bill Myers? There is a list of sorts at Amazon.com. But let me try to find a better list. • Patron: well, i need to find like a website of bill myers • Librarian 1: I think this is the series from the Publisher on Forbidden Doors: http://www.forbiddendoors.com/series.htm • Patron: oh thank you

  24. Virtual Reference • Bernie Sloan’s Digital Reference Pages: http://www.lis.uiuc.edu/~b-sloan/bernie.htm • AskWisconsin Web site: http://lepton.wils.wisc.edu/askwisconsin/ • This PowerPoint Presentation http://facstaff.uww.edu/elsenc/askwisconsinlibrarians.ppt

  25. AskWisconsin Librarians • Let’s Chat http://library.uww.edu/

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