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Kendall Hobbs Reference/Instruction Librarian Wesleyan University

Virtually Yours The highlights and lowlights of Wesleyan University's experience providing live chat reference in a consortium of small academic libraries _. Kendall Hobbs Reference/Instruction Librarian Wesleyan University Diane Klare Science Reference Librarian Wesleyan University.

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Kendall Hobbs Reference/Instruction Librarian Wesleyan University

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  1. Virtually YoursThe highlights and lowlights of Wesleyan University's experience providing live chat reference in a consortium of small academic libraries_ Kendall HobbsReference/Instruction LibrarianWesleyan University Diane KlareScience Reference LibrarianWesleyan University

  2. Why the Grant? • Extend reference in time and space • Measure cost, use, and success of online reference • Collaboration: Wesleyan, Connecticut College, Smith, Wellesley, Vassar • 1.5 FTE librarians + hardware/software

  3. What We Learned • We don’t like it, but patrons do • Traffic mirrors in-person (time of day, week, semester) • Most questions involve local issues • Prominence on web site vs. Publicity • Slow and expensive

  4. Problems • Technical • Browsers • “Pushing” and “Escorting” • Firewalls • Procedures/Staff • Juggling at Ref Desk • “Who’s Calling?”

  5. Should I Try This At Home? • Cost • Money (hardware, software, ‘wetware’) • Time (training, staffing) • Outsource? • Collaboration? • Cell Phones?

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