Irene Berry, Reference Librarian Judit Sedillos, Technical Information Specialist

1. Making it Look Easy...How a Mid-Size library is reaching its users with Big-Library Virtual Reference Services Irene Berry, Reference Librarian Judit Sedillos, Technical Information Specialist MOBAC Future Tech Workshop, 2005

2. Agenda • The Big How and Why Book of Virtual Reference • Defining Requirements • Evaluating Software • Shaping Service • Oh, the possibilities… • Resources • Demo • Final Thoughts • Questions MOBAC Future Tech Workshop, 2005

3. The Big How and Why book of VR Virtual Reference: What it is... ...how you can get it ...and why you’d want it MOBAC Future Tech Workshop, 2005

4. What is virtual reference? • The Virtual Reference Desk Network (http://www.vrd.org/) is sponsored by the U.S. Department of Education. • It defines the virtual reference desk or digital reference as: • “internet-based question-and-answer services that connect users with experts and subject expertise.” MOBAC Future Tech Workshop, 2005

5. What is virtual reference? • The Virtual Reference Desk Network further defines digital reference services as: • “us(ing) the Internet to connect people with people who can answer questions and support the development of skills.” MOBAC Future Tech Workshop, 2005

6. What it IS... A new format to provide services we already offer in other ways A means to meet our current standards for outreach: “at the point of need” It’s “chat”...it’s “co-browsing”...it’s both! What it isn’t... (or what it doesn’t have to be) Expensive “All Reference All The Time!” (24/7) Whiz-bang technology Intimidating to users...or to staff A headache It’s 2005: What IS VR NOW? VR=Real-time chat with your users MOBAC Future Tech Workshop, 2005

7. Introductions • Irene is a Reference Librarian • Judit is the library’s Systems person • Our library started offering VR in June 2004... • VR now accounts for 20% of our Reference queries! • Offered during regular desk hours • Users love it • Staff has taken to it easily MOBAC Future Tech Workshop, 2005

8. So.. Who’s Dudley Knox? • Dudley Knox Library is... • Academic/Special Library/Military library • “Reference” = “Research Assistance” here • Predictable clientele: • Graduate programs in scientific, technical, defense topics (plus Management, Public Policy, Political Science) • mostly strong English skills; highly-motivated, demanding; have families, are in 30s • DL is very big here: regular programs + deployed students • “Mid-size” library: 400,000 volumes • NPS has 1500 students, 25% International MOBAC Future Tech Workshop, 2005

9. Why should you add VR access? • We are the corner of a corner of a huge market – commercial world is already “there” In business, it is already considered vital to reach “users” via as many points as possible... Why not us, too? Ever used WebEx, for meetings? ...we looked into that, too... MOBAC Future Tech Workshop, 2005

10. Why? It’s “Just another door”... • Or a better door! New means of access.. • Alternative to spoken English • Who’s knocking? • They’re finding us • from overseas...and from upstairs • Another means of instruction • Looking for ways to reach DLearners? • Link through Blackboard Give them another way to find you! MOBAC Future Tech Workshop, 2005

11. Just another door (2) MOBAC Future Tech Workshop, 2005

12. How did we get there? (1) • History of the project • January 2003: A cloud of questions • reading the literature...lots of homework, but no assignment • Where’s the money?? • November 2004:The PUSH to get going • combining forces within the library: joint project between the stakeholders • Reference, Systems, HSDL • small and focused workgroup worked well MOBAC Future Tech Workshop, 2005

13. How did we get here (2) • Where to begin? • Coming up to speed fast • VRD conference • But guess what? • We’re all doing the same thing..! And at the same time... • Plenty of support..advice (and too many choices!) MOBAC Future Tech Workshop, 2005

14. What we did that worked... • Established a deadline for service debut • Talked to the Early Adopters • Lurked on listservs • Developed a standard features test • By Testing, testing, testing • Kept the managers in the loop with updates, timeline checks MOBAC Future Tech Workshop, 2005

15. How to start: A strategy • Get to know the subject a bit • Define YOUR Requirements • Evaluating the Software • Shape YOUR VR Service • ...and evaluate...evaluate...evaluate... First step: Get to know the subject a bit MOBAC Future Tech Workshop, 2005

16. Get to know the subject... SomeVR Vocabulary Words • “Chat” reference Synchronous (“real time”) exchange of remarks with one or more people over a computer network. • Co-browsing Users can browse the same web pages at the same time. MOBAC Future Tech Workshop, 2005

17. More “VR” Vocabulary words Page Pushing Allows librarian to send a web page to the patron’s browser, which will automatically appear in patron’s browser window or will open a new browser window. Desktop Sharing The ability to view and manipulate another user’s desktopremotely. All files and applications are available for collaborative use. Knowledge Base The ability to build your own searchable library of reference responses. LoC is doing this on a large scale. MOBAC Future Tech Workshop, 2005

18. Real-time Chats Multiple Chat Requests Operator-to-Operator Chats "Party is typing" Notify Email Signature Auto Save Transcripts Search Transcripts Department Share Transcripts Email Transcripts Track Visitor Refer URL Initiate (Proactive) Chat PUSH HTML pages Operator Console Monitor Operator Online/Offline Activity Monitor Operator Rating System Visitor Traffic Monitor Daily Request Reports Log Transcripts Hidden Departments Traffic Monitor Refresh Rate Knowledge Base (FAQ) Integration Assign Operator to Multiple Departments Operator Auto-Reconnect Canned Responses Canned Commands Department Canned Responses Set Operator Request Order Request Load Balancing Request Polling Set Request Polling Type Transfer Calls Support Hour Message Sound Request Alert Leave a Message Source Code Advantage Runs on Your Server and Domain Modify the Source Code Yet more vocabulary words… MOBAC Future Tech Workshop, 2005

19. Chat vs. Co-Browsing:What’s the difference? (1) • Chat = text-only • ...Yeah, it’s boring to look at • It’s simple, fast, stable • Chat is well-suited to answer-oriented services, and known-item searches, frequently-asked questions • Your users already use it ...well, some of them, anyhow.. MOBAC Future Tech Workshop, 2005

20. Chat vs. Co-Browsing:What’s the difference? (2) • Co-browsing is visual: a picture’s worth 1000 words • Cool factor a plus • Not always “on”, depending on platform, firewalls, quirks • It is reassuring to users to SEE it HAPPEN • You can “talk them through it” • Co-browsing lets you SHOW them (Librarian view) MOBAC Future Tech Workshop, 2005

21. ...here’s what the user sees MOBAC Future Tech Workshop, 2005

22. Defining Your Requirements (1) • Surveying contestants • The wheel’s already invented • Narrow field to manageable list • Defining scope • Why are you doing this, really? • Where are your priorities (ROI)? • Analyzing service patterns • Give them a fish or teach them to fish? • Status quo vs. desired improvements MOBAC Future Tech Workshop, 2005

23. Defining Requirements (2) • Scrutinizing human/technical resources • How friendly is your network/sys admin? • Who will run/market/analyze all this? • Understanding user needs, knowledge and technologies • Who are they? Who are they not? • What do they connect with? • Identifying relevant institutional policies • Privacy • Security MOBAC Future Tech Workshop, 2005

24. Defining Requirements (3) NPS requirements: • Co-browsing for instructional reference • No software install/configuration • No firewall exception • Support for Windows 2k/XP, IE 5.5+ (fail safe low service option for others) • Customized second entry point at no extra cost MOBAC Future Tech Workshop, 2005

25. Some free/low-cost VR choices to know about • Trillian • RAKIM • PhP LIVE! • Our other “contestants”: • Docutek • QuestionPoint • Tutor.com • Other meeting software: WebEx • ..there are many more! MOBAC Future Tech Workshop, 2005

26. Evaluating Software (1) • Trillian and other free messengers • Not considered for NPS • PROS: cost, setup, voice, video, virtually disaster proof, versatile, ubiquitous • CONS: client install, interoperability, network friendliness, lack of features such as cobrowsing, page pushing, surveys, statistics, logs • Rakim • Open source – Miami University (Ohio), University of Winnipeg • PROS: Easy setup with LAMP (Linux-Apache-MySQL-PHP), very easy to use, no client, network/firewall friendly • CONS: development, support, distribution, single point if failure, lack of features such as cobrowsing, “librarian is typing”, knowledge base, no hosting available MOBAC Future Tech Workshop, 2005

27. Evaluating Software (2) • PHPLive! • Very low cost commercial software based on LAMP • PROS: no client, source code access, low cost, support, hosting, all basic features, simple local installation, bonus features based on commercial use: proactive chat, visit tracking • CONS: lack of features such as co-browsing, file share, voice or video • Docutek VRLPlus • Close second choice for NPS • PROS: Commercially supported, co-browsing available, no client • CONS: underwhelming demo – questions about service and training; • Note: Docutek recently acquired by Sirsi MOBAC Future Tech Workshop, 2005

28. Evaluating Software (3) • OCLC QuestionPoint: • The “librarian’s” reference service • PROS: option for knowledge sharing community, extending hours of service • CONS: cost, firewall exception, software install required, demo did not work, demonstration did not show co browsing, features we wanted • WebEX • PROS: different pricing structures, including pay as you go, different feature packages, ideal for remote instruction, firewall friendly, automatic software install • CONS: questionable privacy, software install needed, cost, features not geared towards reference work MOBAC Future Tech Workshop, 2005

29. Evaluating Software (4) In the end, our decision was based on: • Need for instructional reference • Funding secured to meet strategic goal • Technical support considerations • Plans to have second instance for HSDL What did we choose? Tutor.com VR Toolkit MOBAC Future Tech Workshop, 2005

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31. Shaping YOUR Service (1) Some questions to keep in mind.... • Are you ready to fumble? • How to market this new way of offering Reference service? • Are there things VR can do that you can’t do any other way? Will you find ways to take advantage of those things? MOBAC Future Tech Workshop, 2005

32. Shaping YOUR service (2) • Who will staff the Virtual Reference Desk? • What will be the hours it will be available? • Time to think about your expectations .. And those of your users! • When you think about using a VR product, what do you imagine doing? Sending files, handouts? instruction? • How much will you do, and for whom? MOBAC Future Tech Workshop, 2005

33. Shaping YOUR future service • Log analysis: Why? • “Because it’s THERE...” • you can’t assess your phone service this easily... • Issue of confidentiality among colleagues • Feedback from users: voluntary but priceless when it comes MOBAC Future Tech Workshop, 2005

34. Roadblocks and myths • “Staff will fight it” • “You can’t do it at the desk” • “It won’t work with every computer” • “____ Requirements will kill it” • “People won’t want to type... They’d rather call” • “You’ll never do it alone”: the specter of 24/7 Everything worked! MOBAC Future Tech Workshop, 2005

35. Oh, the possibilities..! • Informal consults between librarians? • Communication between libraries? (MOBAC?) • One-to-many meetings (MOBAC?) • Augment Service to Non-native speakers • Bibliographic instruction – support of DL • Knowledge base building FAQs and beyond • Links from where they ARE – catalog, etc. • Outreach programs: literally • Outside on a sunny day in a wireless world • Reaching them at lunch, etc. MOBAC Future Tech Workshop, 2005

36. What we learned... • We expect to instruct – that forced us to co-browsing • Features vs. Terms: Co-browsing/document sharing/Escorting/URL sharing/Page Pushing/Desktop Sharing... • similar intent, very different performance in practice! • V Reference is just NOT the same as any other kind... • different behaviors, different pacing • Go easy on yourself! • Different standard of what you can achieve MOBAC Future Tech Workshop, 2005

37. The Happy Ending.. Gotta love those feedback forms! “The librarian was extremely helpful...” “The librarian went above and beyond....” “Great job! It's like having a Research Librarian in my brain!!!” “An actual/virtual librarian! What a visionary idea!” “Your service was quick, professional and mighty courteous.” “Great service. I may never come to the library again :-)” MOBAC Future Tech Workshop, 2005

38. Resources for more information Virtual Reference Desk: http://www.vrd2004.org/aboutvrd.cfm ALA Guidelines for Implementing and Maintaining Virtual Reference Services: http://www.ala.org/ala/rusa/rusaprotools/referenceguide/virtrefguidelines.htm The Teaching Librarian: http://www.teachinglibrarian.org/digref.htm Implementing Digital Reference Services: Setting Standards and Making It RealBy R. David Lankes, Charles R. McClure, Melissa Gross and Jeffrey Pomerantz, Editors The Virtual Reference Experience: Integrating Theory into PracticeEdited by R. David Lankes, Joseph Janes, Linda C. Smith, and Christina M. Finneran MOBAC Future Tech Workshop, 2005

39. Resources • Trillian: http://www.ceruleanstudios.com/ • RAKIM: http://rakim.sourceforge.net/ • RAKIM at UWinnipeg: http://livehelp.uwinnipeg.ca/index.php • PHPLive!: http://www.phplivesupport.com/ • Docutek VRL Plus: http://www.docutek.com/products/vrlplus/index.html • QuestionPoint: http://www.questionpoint.org/ • Tutor.com: http://www.tutor.com/products/vrt.aspx • WebEx: http://www.webex.com/ • IM etiquette: http://pcworld.about.com/news/May302002id99405.htm?terms=instant+messaging • About.com on IM: http://pcworld.about.com/od/instantmessaging1/ MOBAC Future Tech Workshop, 2005

40. Demos • NPS Ask a Librarian Live! • Trillian MOBAC Future Tech Workshop, 2005

41. Final Thoughts • Fog happens. Technology changes. Patrons get younger… and younger…. and younger. • Logs are not self-reading. Service is not self-improving. • It’s not how big your board is… It’s how you ride the waves. MOBAC Future Tech Workshop, 2005

42. Questions • Questions? • Contact: • icberry@nps.edu • jesedill@nps.edu Thanks to James Lileks and the Institute of Official Cheer for the Big Little Books http://www.lileks.com/institute/index.html MOBAC Future Tech Workshop, 2005