Virtual Reference

I attended this very interesting program on Virtual Reference, in which a panel discussed conducting virtual reference as a consortium (AskColorado.org), at a college setting (while using it as a teaching tool), and using it with teenagers.
The state library of Colorado runs a service called Ask Colorado. This is run 24/7 by over 200 librarians by public and academic librarians all over the state (including some academic librarians out of the state). The presenter, Kris Johnson, debunked some misconceptions regarding this service. Misconception is "Answering questions for other libraries is not done". (In other words, 'Other librarians can't answer questions for my patrons" and "I can't answer questions for other patrons.") Kris said that if you think that you can't do this, then you won't. The solution to this is to highlight transcripts that show librarians can be successful at this, and to remember that there is nothing wrong with making a referral, if need be. Another misconception is that training only takes 5 minutes. While this may be true prior to the implementation, there could be several questions regarding policy (make sure have one in place). Be sure to create a training manual that includes technology, policies, procedures, etc.

Lisa Ellis from Baruch College presented next and spoke about how to use Virtual Reference as a teaching tool. Her college also offers a 24/7 reference service using software called QuestionPoint. Colleges can use Virtual Reference as a way to teach information literacy. We should conduct virtual reference the way we would conduct a reference interview. Lisa also talked about polysynchronous Virtual Reference, in which librarians interact with multiple patrons at the same time. She emphasized weighing the pros and cons, and that it requires time, skill, potential error, and the concept that we are all human!

Jennifer Robinson from the Seattle Public Library talked about using Virtual Reference/Chat with Teen and Tween patrons. She also debunked several misconceptions/myths, including , "You can't build relationships online", "VR is a local service only", "Teens will abuse", "People only ask informational questions online." Jennifer maintained importance of consistency, and that it is okay to use the same language that you would with a patron on the phone. ("I have to go grab something for you, can you wait until I do that" and perhaps give them a few online sources or keyword tricks while they're waiting). Always get contact information from patron and to think of yourself as ambassador to the library. When dealing with the young patrons such as children and teenagers, always remember that these are our future lawmakers, taxpayers, parents, etc. One positive relationship or interaction as a kid can have a long way. Stay patient with them, and don't say, "this service is for questions, only."