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Getting Better All the Time: Improving Communication & Accuracy in Virtual Reference

Getting Better All the Time: Improving Communication & Accuracy in Virtual Reference. Reference Renaissance: Current and Future Trends Denver, CO August 4-5, 2008. Marie L. Radford, Ph.D. Associate Professor, Rutgers, The State University of New Jersey Lynn Silipigni Connaway, Ph.D.

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Getting Better All the Time: Improving Communication & Accuracy in Virtual Reference

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  1. Getting Better All the Time: Improving Communication &Accuracy in Virtual Reference Reference Renaissance: Current and Future Trends Denver, CO August 4-5, 2008 Marie L. Radford, Ph.D. Associate Professor, Rutgers, The State University of New Jersey Lynn Silipigni Connaway, Ph.D. Senior Research Scientist, OCLC

  2. Improving Communication& Boosting AccuracyWhat Do Chat Transcripts Reveal? 850 transcripts analyzed Random sample 561,910 sessions – QuestionPoint, OCLC 25-50 transcripts/month “Seeking Synchronicity:Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives,” IMLS Grant

  3. Getting Comfortable Dealing with 2 types of time pressure worries: How long do VRS users wait to be helped? Do I have to hurry? How much time is usually spent searching? How long is the average session?

  4. How Long do VRS Users Wait? Mean – 1.87 Minutes Median – 1 Minute Minimum – 1 Second Maximum – 67 Minutes

  5. Another View of Wait Time for VRS Users

  6. How Long is the Average Session? VRS Session time Mean – 12.42 Minutes Median – 12 Minutes Minimum - 12 Seconds Maximum – 71 Minutes FtF Session time Median ~ 12-13 Minutes

  7. What Type of Questions are Asked? Percent of Occurrence n=915

  8. 4 Simple Ways to Boost Accuracy #1 Tip – For ready reference queries, answer specific questionasked! Before you push a general info. page… Make sure it has exact answer to user’s question

  9. Why was President John McKinley “assassinated” in 1901?

  10. John McKinley Biography • John McKinley was born in • Culpepper County, Virginia in • 1780. At an early age, his father died and his family moved to Kentucky. In 1800, McKinley • began the practice of law in Louisville Kentucky. In 1838, while resident of Florence, John McKinley was Appointed the 23rdAssociate Justice of the United States Supreme Court by President Martin Van Buren. http://www2.una.edu/library/ McKinley/bio.html

  11. “sorry i meant william”

  12. Upon closer look… “His second term, which had begun auspiciously, came to a tragic end in September 1901. He was standing in a receiving line at the Buffalo Pan-American Exposition when a deranged anarchist shot him twice. He died eight days later.” BUT THE User’s QUESTION REMAINS… WHY???

  13. This site answers why, but wasnever sent…

  14. #2 Tip - Boosting Accuracy Clarify the question! For all types of queries Use a follow-up question

  15. #3 Tip - Boosting Accuracy Check web links pushed! Make sure you’re not sending broken links!

  16. #4 (Last) Tip - Boosting Accuracy Multiple Questions? Check – Was each & every quesstion answered? End with, “Did this completely answer your question(s)?”

  17. Getting Comfortable in Chat What can we do to make chat better? Relational Facilitators Aspects with positive impact on interaction that enhancecommunication.

  18. Avoiding Discomfort in Chat What should we avoid? Relational Barriers Aspects withnegativeimpact on interaction that impede communication.

  19. Recommendations Use basic interpersonal skills Greetings & Closings Beware robotic scripts & negative closure Take cue from user & mirror relational strategies Don’t B afraid 2 use informal language, abbrev. & emoticons as appropriate;)

  20. Most Importantly… Be yourself & show your smile :) TY!!! HAG Day!!

  21. In Conclusion… Research results are from the project Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, & Librarian Perspectives, M. L. Radford & L. S. Connaway, Co-Principal Investigators. Funded by IMLS, Rutgers University & OCLC, Inc. Special thanks: J. DeAngelis Williams, P. Confer, D.M. Dragos, M. A. Reilly, J. Strange, S. Sabolcsi-Boros, & T. J. Dickey.

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