Real-Time Virtual Reference
This guide is meant to be an overview of the procedures to follow when conducting real-time
virtual reference services for UIUC libraries.
Contents
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Staffing
Scope of Service
Communication in Real-Time Virtual Reference Services
Patron Contact Mediums: Real-Time Virtual Reference Overview
Other Policies
Staffing
Check with your supervisor to see if your unit provides staffing for IM Collaborator. Google
Voice is only staffed by Reference, Research and Scholarly Services and the Undergraduate
Library.
During business hours, various units staff IM Collaborator from their reference desk or
librarian offices. There is also a separate Virtual Reference Desk, which is staffed many of the
hours the libraries are open.
Some current IM Collaborator participants include:
• Reference, Research and Scholarly Services (RRSS)
• Undergraduate Library (UGL)
• Education and Social Science Library (ESSL)
• Business and Economics Library (BEL)
• Grainger Engineering Library
• Literatures and Languages Library
Scope of Service
In-scope Questions
Real-time virtual reference services are intended to address short-answer inquiries such as:
brief, factual and ready-reference questions (e.g. addresses, phone numbers, etc); general
questions about the library; and questions about the online catalog and database searching.
Virtual reference services may also be used to provide assistance in finding and using online
databases as well as websites.
Out of scope Questions
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Extensive research questions online.
Out of scope questions: require: multiple resources; detailed database searching;
compiling bibliographies; and/or document delivery requests.
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Most out of scope questions should be answered by providing instruction on how to find and
use a few resources to get the patron started (e.g. showing the patron how to use the OPAC or
Academic Search Premier). The patron should then been asked to come into an appropriate
library for in-depth assistance. When referring provide:
• Appropriate contact information
• Directions and hours of the suggested library to visit
Users
Virtual Reference is intended for UIUC students, faculty, staff, and related affiliates. We
cannot perform general research for non-affiliated patrons. There are two important
exceptions to this rule: Assistance can be provided to non-affiliated patrons only if the
question can be answered quickly or if the question relates to specific UIUC Library
collections, history, or services.
Examples of questions we will answer from public patrons:
• Do you have xyz article in the Sandburg collection?
• Who was president of the U of I in 1968?
Examples of questions/scenarios we won’t answer from public patrons:
• I need to find articles for research on plant cell biology.
• How many people were on welfare in Georgia from 1963 to 1967?
• Requests to perform database searches or requests for online articles:
o These questions fall outside the scope of service to non-affiliated users and
licensing restrictions prevent sending information from our databases. These
resources may be used by non-affiliated patrons onsite, but we cannot serve as
intermediaries by sending citations and articles to non-affiliates.
• Requests for Interlibrary Loan (ILL)
o Non-affiliated users frequently want to know if UIUC owns a particular title
they can borrow though ILL. Search the online catalog to verify whether we
own an item, but the non-affiliated patron must contact their local library if
they want to borrow the material through ILL. Searching WorldCat to
determine which libraries have the item falls outside the scope of service to
non-affiliated users.
Any question that is out of scope should be referred to the non-affiliated patron’s local
public/academic library, or to the Internet Public Library at http://www.ipl.org.
NOTE: It may be in your best interest to ask the affiliation of a patron early in the virtual
reference interaction in order to better assist with their needs.
Time Limit
Interactions through virtual reference services should generally be limited to about 15 or 20
minutes. The time limit can be flexible as other demands allow.
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Communication in Real-Time Virtual Reference Services
Virtual reference service lends itself to an informal communication style, however, it is
paramount to maintain a professional demeanor. The reference interview should always be
used, and it is a good idea to always try to cite the sources consulted to answer questions.
Good reference interviewing techniques:
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Asking open and closed questions to determine the patron’s exact information need
before beginning to search.
Providing instruction in how to use library resources, including showing patrons
where databases are located, and explaining how to perform searches in them
Verifying that the patron understands their search results, and that it is what they are
looking for.
Our mission is the same in the online environment as in person: we want to answer patrons’
questions. Another part of our mission is to provide some level of instruction to those who are
interested. Ideally, the interaction will involve you and the patron as you share equally the
experience of the search.
Important Chat Guidelines
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Maintain continuous communication (try to not let more than two minutes go by
between chatting or they may think they’ve been disconnected)
All the ordinary visual cues are absent in your exchange
Communicate reasons for delay (i.e. if you are spending some time looking for an
answer, or another patron walks up to the desk)
Ask questions to assess patrons’ level of skill
If they seem like capable searchers, you could have them search in one article database
while you look in another. If they don’t know how to search in that database, get them
started so you can check other good sources.
Patron Contact Mediums: Real-Time Virtual Reference Overview
Patrons can contact the library for real-time reference assistance in a few different ways.
Here are the basics, including information about the division of chat traffic.
1. Ask a Librarian Wimzi Widget
You can find the library’s Wimzi Widget on the Ask a Librarian web page at
http://www.library.illinois.edu/askus/.
One very important thing to know about the Wimzi Widget: If a patron navigates
away from this site in the middle of a chat, you will lose contact with the patron.
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Questions entered through the Wimzi Widget funnel into the IM Collaborator queue.
The IM Collaborator software allows multiple operators to monitor a single AIM
account (called: askillinois) and share the incoming IMs. See IM Collaborator
instructions.
2. Personal Chat Service (AOL, Yahoo, MSN, or Google)
Patrons can also contact us by adding the library’s screen name to their chat service
contact list. Libraries participating in chat services list their screen names on their
web sites.
3. Text Messaging (SMS)
Patrons can also contact us using the library’s text messaging service. The number is
(217) 686-4361 and the service is monitored during the same hours as other Ask a
Librarian services. SMS service is monitored through Google Voice; RRGIS and
Undergrad share responsibility for answering queries. This service is not
recommended for in-depth assistance, but is more appropriate for ready reference
questions. Patrons needing in-depth research assistance who contact us by text should
be referred to use another means of contact. (Note for patrons: Standard charges apply,
based on their cell phone plan, for both messages they send and receive from the
library.)
Other Policies and Procedures
Times For Virtual Reference Services
The times IM/chat services are available vary depending on the practices of the staffing
libraries. Check with your supervisor to see if and when you will staff IM/chat.
Referrals and Follow-up:
Whenever possible, users should be instructed to perform transactions like renewals and
requests online. If this is not possible, they can be directed to the appropriate library e-mail
address and/or phone number.
If a question becomes lengthy or complex (e.g., a difficult bibliographic verification), offer to
get back to the user by phone or e-mail.
IM Collaborator does allow for the transfer of an IM from one operator to another. When
transferring a chat, always consult with the librarian you will be transferring the chat to first.
You’ll also want to let the patron know that you will be transferring them to another librarian.
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Confidentiality
Users should never be asked for their Net-ID or password, library ID, Social Security number,
etc. Patrons are entitled to the same confidentiality regarding their individual questions as
they have for in-person requests, so if you are conferring about a patron’s question, do not use
their name or anything that links a particular patron to a particular question. Never
disseminate a patron’s question other than to make a referral to another library unit.
The text of virtual reference sessions will be monitored for training and evaluation purposes,
as well as statistics. This log will be reviewed on a regular basis. Clarifications, corrections,
and additional suggestions will be sent to the group as a whole.
Priority of Service
When staffing IM/chat from a public service point, users take priority in the order contact was
made. We have found that most people will accept an IM as a ‘person’ ahead of them in the
queue and will wait.
Normally, users should not be asked to wait longer than five minutes. For example, if you are
on an IM and there is someone else waiting (on IM, chat, or in person), get the first patron
started. Explain that there is someone else waiting, but that you will come back to him or her.
It is often possible to assist an in-person patron who has a short question at the same time as
you have a chat patron on the line (or vice-versa). This does require some juggling and you
will become more adept with it over time. Use your professional judgment about what you
can handle.
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