List of Figures
Preface
Introduction: The Virtual Reference Desk Conferences as Revelatory Case R. David Lankes
Part I: Starting Up
1. Creating Your Own Consortium in Less than Six Months: A True Story of Virtual Reference Helene Lafrance, Locke Morrisey, and Judy Trump
Overview
Introduction and Background
Choice of Software
Implementation Committee
Details of Implementation
Problems and Challenges
Assessment
A Year Later
2. Implementing VR on the Fly: Staff Motivation and Buy-In
Clara Ogbaa, Lorin Flores Fisher, and Lisa Ancelet
Overview
Introduction and Background
Before Virtual Reference: A Traditional Management Model
Embracing Change: Rethinking Common Goals
Conclusion
Part II: Branching Out
3. Adding Instant Messaging to an Established Virtual Reference Service:
Asking ?r u there?? Pam Sessoms and Jean Ferguson
Overview
Introduction and Background
The Lay of the Land
Why IM?
Commercial Virtual Reference vs. Instant Messaging
Statistics
Staffing Models
Marketing
Training
Just in Time Training
Back End
Script
Future
4. Responding to Triage Taxonomy: Answering Virtual Medical Questions
Catherine Arnott Smith
Overview
Introduction and Background
Web-Based Consumer Health Information Seeking
Ethical Dimensions of Consumer Health Information Practice
Medical Questions and Virtual Reference
/A Development of the Triage Taxonomy
5. The Evolving Role of Reference Librarians in the Health Sciences Environment Gabriel R. Rios
Overview
Introduction and Background
Liaison
Information Technology Coach
Online Architect
Challenges
Part III: Ongoing Improvement
6. Examining Interpersonal Communication in Virtual Reference Encounters: The Library LAWLINE Consortium Marie L. Radford
Overview
Introduction and Background
Literature Review
Research Questions
Method
Results
Discussion
Conclusion
Appendix A: Classification Scheme for Interpersonal Communication in
Library LAWLINE Consortium Chat Reference Transcripts
7. Assessing Inappropriate Use: Learning from the AskColorado Experience
Jack Maness and Sarah Naper
Overview
Introduction and Background
Literature Review
Methodology
Results
Conclusion
Part IV: Pulling It Together: VR Training
8. Meeting the Challenges of Reference Service in a Hybrid Environment:
Teaching LIS Students Today Debbie L. Rabina
Overview
Introduction and Background
Purpose of Study
Literature Review
Teaching Reference: A Personal Perspective
Observed Outcomes
Recommendations for Further Research
9. A Comprehensive VR Training Program Joann Wasik
Overview
Introduction and Background
The Three Levels of Competence
Training and Education
Stages in Creating a Training Program
Core Competencies for Virtual Reference
Computer Literacy
Virtual Reference Software
Virtual Reference Encountering or Interview
Digital Information Resources Creation and Use
Evaluation of Services
About the Editors and Contributors