Michigan Virtual Reference Conference
Don Boozer
KnowItNow24x7 Coordinator
support@knowitnow.org
A Brief Look at
41 public libraries
24 academic libraries
18 individual volunteers
850,000+
sessions
A Brief History
of Virtual Reference
We begin 8,000 years ago...
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Guidelines for Behavioral Performance
of Reference and Information Service
Providers
http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
"...the librarian's first step in initiating the
reference transaction is to make the patron
feel comfortable in a situation that can be
perceived as intimidating, confusing, or
overwhelming. The librarian’s initial response
in any reference situation sets the tone for
the entire communication process, and
influences the depth and level of interaction."
Make the patron feel comfortable.
Providing library service via chat
technology requires competencies in
both communication skills as well as
reference skills.
~ Miriam Matteson
“A Systematic Review of Research on Live Chat
Service.” Reference & User Services Quarterly.
Winter 2011.
The positive or negative emotions
evoked by the user's interaction with a
service or resource may mean more to
them in the long run than whether they
are able to complete the task they set
out to do.
~ Stephen Francoeur
“Reference Back Talk: Testing,Testing:
Virtual Reference UX” (Library Journal, 6/1/13)
i love when the people ask you
things like "how was your day"
and things like that
~ KIN24x7 patron comment
Guidelines for Behavioral Performance
of Reference and Information
Service Providers
Approachability
Interest
Listening/Inquiring
Searching
Follow-up
Approachability
Interest
Listening/Inquiring
Searching
Follow-up
Quality Assurance
Committee for
KnowItNow24x7
QuACK
Volunteers
HMS Relentless
Ozzie@Sinclair
Hi, I'm Ozzie, a librarian at Sinclair. Thanks for your question!
Guest
why cant i own a canadian?
Ozzie@Sinclair
Hi.
Guest
Hello
Ozzie@Sinclair
I'm not sure I understand your question.
Ozzie@Sinclair
Can you tell me more?
Guest
I want to know why i can own a canadian slave
Ozzie@Sinclair
It will help me to know if this is for a class assignment. If so,
which class or subject is it for?
Guest
social studies or some <$#%&> like that
Ozzie@Sinclair
I'm happy to help you, but no swearing please. Otherwise, I'll
have to end the session.
Ozzie@Sinclair
The 13th amendment to the U.S. Constitution abolished
slavery. Here's some information on that:
http://www.loc.gov/rr/program/bib/ourdocs/13thamendment.html
Guest
ur that kind of librarian?? How annoying.... well <$#%&> it
Ozzie@Sinclair
Thanks for using our service.
Thank You
Slides posted at
http://www.slideshare.net/donboozer
Don Boozer
don@cpl.org
See Also…
 “A Systematic Review of Research on Live Chat Service.”
Reference & User Services Quarterly. Winter 2011. 172-90.
“The Three R’s: Rapport, Relationship, and Reference.”
Reference Librarian. Jan-Mar 2010. 45-52.
“Best Practices in Chat Reference Used by Florida’s Ask a
Librarian Virtual Reference Librarians.” Reference Librarian.
Jan-Mar 2010. 53-68.
 Seeking Synchronicity: Evaluating Virtual Reference
Services from User, Non-User and Librarian Perspectives.
http://www.oclc.org/research/activities/synchronicity.html
List of Reasons Transcripts Received Very Poor Rating
from KIN24x7 practicum student study
•Not conducting a reference interview
•Asking closed questions
•Not asking the right questions
•Making assumptions
•Not responding to or acknowledging questions
•Not explaining why sources were sent
•Not managing the chat and expectations
•Not explaining what information could be found
•Trying to convince patrons that they were
looking for different information than they actually
wanted
•Not establishing or maintaining word contact
with the patron
•Not acknowledging or greeting the patron
•Making the patrons ask for information more
than once
•Giving stipulations on how many questions you
will help answer
•Telling a student that he or she could get all of
the information from their class materials
•Using canned messages
•Telling the patron that they were working with
another patron but not coming back to help them
•Not asking if question was completely answered
•Not asking if the patron needed help with
anything else
•Not providing a referral Ignoring requests for
more help
•Not answering questions
•Not providing a closing statement or saying
goodbye
•Not using friendly or conversational tones
•Simply logging off
•Not sending any resources for the patron to
consider
Image Credits
Title page: quokka - http://www.bubblews.com/news/140007-the-animal-world039s-happiest
Relief panel from Nimrud: http://www.metmuseum.org/Collections/search-the-collections/322611
Assyrian synonym list: http://cdli.ucla.edu/P345976
City letter carrier: http://arago.si.edu/index.asp?con=2&cmd=1&id=194277
Alexander Graham Bell: http://memory.loc.gov/ammem/bellhtml/004046.html
Verirrt (Ritter fragt Reisigsammler nach dem Weg), signiert A. Friedländer:
http://commons.wikimedia.org/wiki/File:Alfred_Friedl%C3%A4nder_Verirrt.jpg
Wanderer fragt nach dem Weg:
http://commons.wikimedia.org/wiki/File:Stra%C3%9Fenszene_1842_Wanderer_fragt_nach_dem_Weg.jpg
NYPL Information Desk: http://www.flickr.com/photos/nypl/3110116862
Librarian with teens: http://www.flickr.com/photos/nypl/3110133552
Lathe operator: http://www.flickr.com/photos/8623220@N02/2179234054
Quokka: http://www.arkive.org/quokka/setonix-brachyurus/image-G123089.html
Spectrum: http://www.srh.noaa.gov/jetstream/clouds/color.htm
Crossword Puzzle: http://publications.nigms.nih.gov/findings/mar06/puzzle_march06.html
Ducks: http://commons.wikimedia.org/wiki/File:Andf%C3%A5glar,_till_art,_Nordisk_familjebok.png
Jigsaw Puzzle Pieces: http://commons.wikimedia.org/wiki/File:Jigsaw.svg
Screaming Woman:
http://numerique.bibliotheque.toulouse.fr/collect/photographiesanciennes/index/assoc//ark:/74899/B315556101_TRUC13
37.dir/C0001337.JPG