List of Figures | p. ix |
Preface | p. xiii |
Acknowledgments | p. xvii |
Starting Up | |
Introduction: The Virtual Reference Desk Conferences as a Revelatory Case | p. 3 |
Creating Your Own Consortium in Less than Six Months: A True Story of Virtual Reference | p. 17 |
Overview | p. 17 |
Introduction and Background | p. 18 |
Choice of Software | p. 18 |
Implementation Committee | p. 18 |
Details of Implementation | p. 19 |
Problems and Challenges | p. 22 |
Assessment | p. 24 |
A Year Later | p. 24 |
References | p. 25 |
Implementing VR on the Fly: Staff Motivation and Buy-In | p. 27 |
Overview | p. 27 |
Introduction and Background | p. 27 |
Before Virtual Reference: A Traditional Management Model | p. 29 |
Embracing Change: Rethinking Common Goals | p. 29 |
Conclusion | p. 32 |
References | p. 32 |
Branching Out | |
Adding Instant Messaging to an Established Virtual Reference Service: Asking ôr u there?ö | p. 37 |
Overview | p. 37 |
Introduction and Background | p. 37 |
The Lay of the Land | p. 38 |
Why IM? | p. 38 |
Commercial Virtual Reference vs. Instant Messaging | p. 38 |
Statistics | p. 39 |
Staffing Models | p. 41 |
Marketing | p. 44 |
Training | p. 46 |
Just-in-Time Training | p. 47 |
Back End | p. 47 |
Script | p. 48 |
Future | p. 48 |
References | p. 49 |
Responding to Triage Taxonomy: Answering Virtual Medical Questions | p. 51 |
Overview | p. 51 |
Introduction and Background | p. 51 |
Web-Based Consumer Health Information Seeking | p. 52 |
Ethical Dimensions of Consumer Health Information Practice | p. 53 |
Medical Questions and Virtual Reference | p. 55 |
Development of the Triage Taxonomy | p. 55 |
References | p. 67 |
The Evolving Role of Reference Librarians in the Health Sciences Environment | p. 69 |
Overview | p. 69 |
Introduction and Background | p. 69 |
Liaison | p. 70 |
Information Technology Coach | p. 71 |
Online Architect | p. 71 |
Challenges | p. 72 |
The Future | p. 72 |
References | p. 73 |
Ongoing Improvement | |
Examining Interpersonal Communication in Virtual Reference Encounters: The Library LAWLINE Consortium | p. 77 |
Overview | p. 77 |
Introduction and Background | p. 77 |
Literature Review | p. 78 |
Research Questions | p. 79 |
Method | p. 79 |
Results | p. 80 |
Discussion | p. 84 |
Conclusion | p. 85 |
Appendix 6A: Classification Scheme for Interpersonal Communication in Library LAWLINL Consortium Chat Reference Transcripts | p. 86 |
References | p. 88 |
Assessing Inappropriate Use: Learning from the AskColorado Experience | p. 91 |
Overview | p. 91 |
Introduction and Background | p. 91 |
Literature Review | p. 92 |
Methodology | p. 93 |
Results | p. 95 |
Conclusion | p. 101 |
References | p. 101 |
Pulling It Together: VR Training | |
Meeting the Challenges of Reference Service in a Hybrid Environment: Teaching LIS Students Today | p. 105 |
Overview | p. 105 |
Introduction and Background | p. 105 |
Purpose of Study | p. 106 |
Literature Review | p. 106 |
Teaching Reference: A Personal Perspective | p. 108 |
Observed Outcomes | p. 111 |
Recommendations for Further Research | p. 113 |
References | p. 113 |
A Comprehensive VR Training Program | p. 115 |
Overview | p. 115 |
Introduction and Background | p. 115 |
The Three Levels of Competency | p. 117 |
Training and Education | p. 118 |
Stages in Creating a Training Program | p. 122 |
Core Competencies for Virtual Reference | p. 141 |
Appendix | p. 182 |
Conclusion | p. 191 |
References | p. 191 |
Index | p. 193 |
About the Editors | p. 201 |
About the Contributors | p. 203 |
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