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A sk Questions and Get Answers Online, in Real Time

Virtual Reference Service. Ask a Penn State Librarian, Live. A sk Questions and Get Answers Online, in Real Time. Susan Ware, Penn State –Delaware County Campus, saw4@psu.edu. Virtual Reference Service. Ask a Penn State Librarian, Live. Scope of Pilot Project

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A sk Questions and Get Answers Online, in Real Time

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  1. Virtual Reference Service Ask a Penn State Librarian, Live Ask Questions and Get AnswersOnline, in Real Time Susan Ware, Penn State –Delaware County Campus, saw4@psu.edu

  2. Virtual Reference Service Ask a Penn State Librarian, Live Scope of Pilot Project • Service Hours: Sunday – Thursday, 9pm-12am • 4 student populations • Undergraduates at branch commuter campus • Undergraduates at branch dorm campus • Undergraduates at main campus • Graduate distance education students • 8 librarians/3 service modes • 2 using cable modem from home • 1 using DLS phone line from home • 5 using library office terminals

  3. Virtual Reference Service Ask a Penn State Librarian, Live Service Features LSSI, Virtual Reference Service • Chat • Collaborative Browsing • Stored Scripts, Web Links • Application Sharing • Transcripts, Archive • Management Reports, Exit Survey • No User Downloads

  4. Virtual Reference Service Ask a Penn State Librarian, Live Marketing • Freshman Orientation • Student Newspaper • Campus Newsletter, Kiosks, Bulletin Boards • Flyers, Bookmarks • Faculty Forum • Recorded Live-Demo (Lotus ScreenCam) + Transcript • Library Instruction Sessions • Library Homepage Links • Satisfied Customer Referrals

  5. The Net Generation • College Students • 82.9% use the Internet for research & homework* • 54.2 % participate in chat rooms* • 47% average 9hr/wk online* • frequent users of chat rooms and instant messengers • widespread access to high-speed computer networks • multi-taskers • distance learning students have chosen to learn online * Source: Higher Education Research Institute, 1998-1999

  6. Virtual Reference Service Ask a Penn State Librarian, Live Complex Reference & Instruction • Pace Chat & Co-Browseto: • Probe, Summarize • open questions, closed questions • Plan & Revise Search Strategy • keywords, Boolean, databases • Demonstrate, Instruct • coach, guide, critical thinking

  7. Virtual Reference Service Ask a Penn State Librarian, Live Overall Service Issues • Adequate Training, Practice • Local Network Permissions/Support • Response Time • Software Reliability • Reference Support Databases/Web Sites • Staff Information Sharing in Distributed Service • Academic Reward System/Promotion & Tenure

  8. Virtual Reference Service Ask a Penn State Librarian, Live Handouts & Marketing Promos • Virtual Reference Service Home Page • http://www.de2.psu.edu/faculty/saw4/vrs/ • About Penn State Virtual Reference Service • http://www.de2.psu.edu/faculty/saw4/vrs/about.html • Sample VRS Marketing Promos • http://www.de2.psu.edu/faculty/saw4/vrs/promos.html • More questions? Contact: Susan Ware (saw4@psu.edu)

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