Serving Patrons Where They Are:
Virtual Reference at LC
Diane Nester Kresh, Director
Public Service Collections
What is Virtual Reference?
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Asynchronous:
Ask-A Librarian
E-mails through LC Web site
Synchronous:
Chat or “live” reference
Video conferencing
Others: voice-over IP, online tutorials etc.
History of LC Web site
1990
• Internet connection established
1994
• LCINFO allows patrons to send e-mail queries to NRS
• Internet Access to LOCIS using telnet
• LC Gopher Site MARVEL
1994
• LC Web site and American Memory launched
1995
• THOMAS launched
2000
• America’s Library Launched
History of LC Digital Reference
1994
• Internet LOCIS, MARVEL , and REP-WEB accounts created to
answer different queries
1995
• LCREF pilot begins. lcweb@loc.gov becomes standard footer for all
LC Web pages. 2,265 total queries processed in FY 95
1998
• “Reference In a Digital Age” Institute held at LC. Proposal includes
establishment of a collaborative remote reference service
• American Memory Help Desk launched, uses Web forms for reference
transaction
• Numerous FAQs added to LC Web site, including a Research and
Reference FAQ
1999
• American Memory participates in the first Virtual Reference Desk
conference
History of LC Digital Reference, cont.
2000
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CDRS launched
Conducted survey of E-ref services at LC (May)
2001
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First open chat sessions held by American Memory and HSS
Initial Ask A Librarian buttons appear on LC Web site
Chat pilot with roughly 150 live chat sessions
Eleven E-reference librarians hired in PSC
2002
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Additional Ask A Librarian buttons launched
LC Help Desk debuts, lcweb@loc.gov phased out
Beta test of “next generation of CDRS”
Why Digital Reference?
• Must meet the public where they are
• In-person annual report stats decline:
1993: 769,489
2000: 544,599 (average 1,944 per business day)
• Web site hits have increased:
1995: 23,772,545
2001: 1,025,276,805
• Ask A Librarian page hits on 2/19/02: 1,306
• Declining readership in LC reading rooms requires
proactive measures
“In-Your-Face Reference”
Anne Lipow (1999)
Reference Librarians MUST
• Take notice of shrinking clientele
• Provide “point of need” reference service to
information seekers at the place where they are
when they have a question
• Provide service that is obvious and as convenient
to the remote user as is access to the information
itself
Multiple Communications Options
Surface Mail/Fax
Ask-A Pages
on LC Web site
(former lcweb@loc.gov)
Walk-in Patrons
Telephone
CDRS
Chat
And patrons are behind them all…
While The Tools Have Changed,
The Work Has Not
• Technology has provided new tools to
expand and enhance delivery of information
• Skill set evolution is necessary to adapt to
new environment
• Fundamental character of librarianship has
not changed
Library of Last Resort?
• LC should never turn away a question
• BUT, LC doesn’t need to answer all of the
questions
Options:
• Answer it
• Give specific referrals and/or refer them to their
local library with …
• Transfer to another LC reading room
• Escalate to CDRS
Can’t answer it? Find someone who can!
LC Reference Network
Patron
access via
Reading Room
Ask-A pages
and chat
Local KB:
Searchable
Q&A
P&P
HSS
Seamless routing of digital
reference queries, but also
phone calls, walk-ins can
be tracked in new service
Serials
Library of
Congress
Rare Book
MSS
Mss buddy
Etc.
Mss buddy
Can’t find an appropriate LC Reading Room?
LC Reference Network
P&P
HSS
Serials
Library of
Congress
Rare Book
MSS
Science
Member
Member
Member Consortium
Member
Send it to CDRS!
Global KB:
Searchable
Q&A
Member
Member
CDRS Network
Beta Testing the “Next Generation”
• Better tools for better service
• Seamless escalation of Ask A Librarian questions
to network
• Chat, with limited office hours
• Entire process, from registration through Q&A
exchange
• Reporting and statistics
Beta Testers:
• 100% LC participation
• CDRS members: academic, public, other
consortia, etc.
Beta Timeline
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Feb 25 – Mar 15: Welcome and Orientation
Mar 18 – 29: Training and Begin Implementation
Mar 18 – 19: Day-long training sessions at LC (2)
By Mar 29: Testers using tool for Q&A exchange
On or around April 1: Chat Phase I
On or around May 1: Chat Phase II
Mid-May: Remaining CDRS members come into
production service
Coping with Change
If you’re not confused, you’re not engaged!
Handouts
• Brief History of LC digital reference
• Survey Results from 1998
• Draft Beta testing implementation plan for
LC
• Slide notes
• List of digital reference resources