More Roundtable Discussion Points from the World Cafe

Participating Libraries would have to agree on the system chosen.• Participating Libraries would need to coordinate their library services hours to make the most of the cooperation.• Funding should be sought from NSTA money from the Az. State Library for start-up. After that, the libraries would have to fund the system.• A project coordinator should be named to oversee the setup and manage the system.• All types of libraries should be sought to participate.• A project development group or task force should be established and should include reps from all types of libraries and potential user representatives as well.• A single logo and name should be chosen to represent the total group—for branding and marketing purposes. • Training on the system should be set up regularly and possibly at one location in each part of the state.• For—profits might not fit under the LSTA grant but should be considered for inclusion based on paying their fair share.• Marketing is essential and crucial and administrators must be on board to make it successful.• Possibly, later would provide an avenue for cooperative purchasing of databases.• One selling point: Access to special librarians such as medical and law to which most small institutions or public institutions have no access.Possible stumbling blocks: different operating systems, browsers, security, etc.--from Suella's table...thanks!

Virtual Reference Forum World Cafe

Virtual Reference Forum World Cafe
July 27, 2005

The Question: What would it take to have a successful collaborative Virtual Reference service in Arizona?

Some of the Answers:

• Cooperation throughout the state – from library staff and leadership (the powers that be)
• Time – especially allocation of staff
• An agreement of the amount of time each library would contribute, such as 2 hours of public service / staff
• An advisory group of representatives from all library types. Coordinated through AZLA
• Benchmarking – Determining what success will look like• The advisory group should create a report – Who does it go to?
• State Library involvement needed
• Blogs and Wikis should be developed
• Shared database purchasing should be incorporated. All libraries should be included, the smaller libraries should have access to the same information• Buses run all night, no matter how many passengers
• Statewide library card
• What is next step?
• This group should talk to co-workers and directors to raise support• How will existing services be dealt with– would all libraries have to use same vendor?
• Letter of interest should be created that all libraries could sign
• Cheerleaders are needed to sell the service up the ladder
• Presentations to library directors should be made• Needs assessments are necessary
• Standardization of product
• Resolve the issue of public library staff verses academic staff answering questions – cross training needed?
• Central direction is needed, could be guided by the State Library
• Planning should involve school libraries and users
• Special library involvement (law libraries, etc)
• A group of statewide databases is needed
• Need a Joe – a full time coordinator to address issues, concern, communication, marketing, scheduling
• Need library director buy-in
• Inclusive as possible – Involve all libraries- SIRLS, special libraries – law
• Training – who will answer what questions
• Everyone should be on the same page• A state coordinator is needed
• A state task force should be formed
• A mentor library should be identified, perhaps Maricopa County
• Staffing needs will result in ongoing training, turnover of staff, and training of volunteers
• Standardization of software policy pages
• A national Virtual Reference Café should be held, could be coordinated through ALA
• LSTA funds are needed and local level funding support
• County libraries should be involved• Library directors
• Is the need for 24/7?
• Dynamic marketing
• Training for libraries such as the successful AZ State Library’s Library Institute
• Determination of payment rates
• Smaller libraries could answer local questions
• Larger libraries could buy-in 1st and bring in smaller libraries later
• Is this service needed? Is it a priority for Library directors
• Some AZ library might not have staff computers
• Multiple, geographical informational sessions, invite MCLC, county libraries, universities, community colleges; Invite only directors
• Identify cheerleaders from that group to form planning committee
• Sell to IT departments and city government
• RFP, RFI can be done by planning committee – top dogs across the state and representatives from all counties
• $ LSTA? State Librarian's name was mentioned often
• What will “haves pay” and what will “have nots” pay
• State driven = vendor leverage

Virtual Reference Forum

What a great day! We heard from Joe Thompson, from Maryland and also from librarians that manage local live chat services. Thanks to Questionpoint: 24/7 Reference (OCLC) for providing refreshments and breakfast snacks as well as the afternoon's spread during the World Cafe discussion. Other speakers that participated in the forum included:

Mary Grace Oakes, Reference Librarian
City of Mesa Library
Mary.Grace.Oakes@cityofmesa.org

Jill R. Seymour, Librarians Online Project Coordinator 2004/2005
Maricopa Community College District
jill.seymour@smcmail.maricopa.edu

Mimmo Bonanni, Ask a Librarian Virtual Reference Co-Coordinator
Arizona State University
mimmo@asu.edu

Susan Varscsak, Electronic Resources Librarian
Maricopa County Library District
SusanVarscsak@mcld.maricopa.gov

Over 2500 responses!--Virtual Reference Survey

The results of our virtual reference survey are posted on our site and available for anyone to see. You can even sort by zip code, so if your library linked to the survey, and some did, you will be able to see how respondents answered questions in your zip code. Thanks to our very wonderful and talented Web developer for creating this utility!

Evaluating the Service

Based on our experience thus far (since we began implementing the service in February 2005) we've learned so much! First, we learned that no matter how much you read about it and how much you study what other libraries have done, although it certainly helps, your experience will be different. It took implementing it for us to learn how things work best here at MCLD, for us, our librarians, and our customers. We've learned this so far:

Many questions are circulation and not reference.
Global librarians cannot answer many of them since they do not have access to patron records.
These questions end up coded follow-up and land in the queue for next day answers.
[This is all okay...so long as we plan for it--appropriate staffing, timely response, etc].

Some (or one) of our libraries have different network limitations. Specifically, our Southeast Regional Library has a slow network response which is negatively impacting the service.

Some librarians are really good at global service and some work better assisting the local customers. This varies. Multitasking, keyboarding skills, and a wide knowledge of online resources is mandatory!

Our librarians are answering about 75% of our questions. The other 25% are answered by global librarians or sent to follow-up. This we are happy about.

There's more, but I'll save that for another post...

Our LSTA Grant: Outcomes, Activities, and Evaluation, Oh My!

As the grant year winds down we are preparing our final report. Here are the outcomes we intended to track although our evaluation isn't complete.

Outcomes/Activities/Evaluation
The outcomes of the project would include an increased awareness of the value-added services a librarian provides to researchers and an awareness of the premium resources libraries offer.

Outcome No. 1: Customers who use the Virtual Reference Desk will view the librarian as their personal research consultant.

Activities
Virtual librarians will successfully meet the customer’s information need.

Evaluation Method: (1) A sample of customers will be asked to fill out a survey that asks them if they received a suitable answer to their question and if they will use the service again next time they have a question, and (2) Monthly reports will show the number of repeat customers.

This evaluation method was selected because it ties into the value libraries offer when they provide expert staff to assist customers with research.

Outcome No. 2: Customers who use the Virtual Reference Desk will realize the value of the library’s premium licensed databases as opposed to Web sites they can access on the Internet.

Activities: Virtual librarians will promote and educate customers in the use of subscription databases.

Evaluation Method: (1) A sample of customers who fill out a survey will be asked if they realized the subscription databases existed, and (2) overall access to database usage will be tracked during the grant period.

This evaluation method was selected because it ties into the value of the premium resources libraries offer and the transition from many printed materials to the Web.

Live Chat Grows Up: A Reference Management Tool

The more I learn about the 24/7 and QP (QuestionPoint) merged product I get excited! The service is certainly maturing as the software and its features evolve. It's not just about live chat anymore. Live chat is a part of it. Email reference is a part of it. There's also the ability for staff to add questions to the queue. Multiple librarians can log into the queue and answer questions and questions can be assigned to specific librarians. Then there's the Knowledge Base where Q&A's can be edited and made searchable by staff and/or patrons, if you choose.

The service, QuestionPoint: 24/7 Reference, is being touted as a business solution--as a management tool. A solution indicates a problem. Is QP really solving a problem that didn't exist? Or does this make reference more real as all of the questions are collected from a variety of origins and gathered, tracked and answered in a more organized fashion. Maybe for some libraries. Nonetheless, I'm liking it. I think it can really focus our efforts and help us to promote a service that we've offered in libraries for many years--answering questions.

Virtual Reference Forum: July 27

We finalized plans for the Virtual Reference Forum. Initially we intended to have a vendor showcase, but then realized that the software offers much of the same features and are conceptually similar. So, we decided on a keynote speaker and we are lucky enough to have Joe Thompson from Maryland AskUsNow!, the recipient of the 2004 Virtual Reference Desk Exemplary Service award, come and speak to us about how the Baltimore County Library District grew their service statewide and became one of the most successful statewide services in the country. I can attest to the fact then when I am logged on the Maryland librarians are always busy and I typically see three or four of them on the desk.

After Joe speaks we have the following libraries that will speak about their current chat services:

• Arizona State University Libraries
• City of Mesa Library
• Maricopa Community College District
• Maricopa County Library District (Here's where we get to talk about our service!)

The latter part of the day will be a World Cafe discussion on the possibility of a statewide service here in Arizona. I'm really excited about the day and I think we will gather lots of good information on how to grow our service!

I'll update the blog after the forum.