Virtual Reference Service

by ; ; ; ;
  • ISBN13:


  • ISBN10:


  • Format: Paperback
  • Copyright: 2007-12-30
  • Publisher: Neal Schuman Pub

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

Purchase Benefits

  • Free Shipping On Orders Over $35!
    Your order must be $35 or more to qualify for free economy shipping. Bulk sales, PO's, Marketplace items, eBooks and apparel do not qualify for this offer.
  • Get Rewarded for Ordering Your Textbooks! Enroll Now
List Price: $82.00 Save up to $8.20
  • Rent Book $73.80
    Add to Cart Free Shipping


Supplemental Materials

What is included with this book?

  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
  • The Rental copy of this book is not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.


This collection shares experts' best practices, foreword looking models, and advice on new developments in virtual reference. Chapter authors discuss the building of consortia, motivational and coaching techniques for staff, instant messaging options, creation of subject-specific taxonomies, interpersonal communications improvement, methods of assessment, and more. A special section of the book introduces the all-new core competencies and standards of the Digital Reference Education Initiative - an IMLS-funded project to compile training tools from digital reference educators and practitioners. Each chapter is based on a cutting-edge conference presentation and features both practical guidance and the latest thinking about virtual reference work in libraries.

Table of Contents

List of Figuresp. ix
Prefacep. xiii
Acknowledgmentsp. xvii
Starting Up
Introduction: The Virtual Reference Desk Conferences as a Revelatory Casep. 3
Creating Your Own Consortium in Less than Six Months: A True Story of Virtual Referencep. 17
Overviewp. 17
Introduction and Backgroundp. 18
Choice of Softwarep. 18
Implementation Committeep. 18
Details of Implementationp. 19
Problems and Challengesp. 22
Assessmentp. 24
A Year Laterp. 24
Referencesp. 25
Implementing VR on the Fly: Staff Motivation and Buy-Inp. 27
Overviewp. 27
Introduction and Backgroundp. 27
Before Virtual Reference: A Traditional Management Modelp. 29
Embracing Change: Rethinking Common Goalsp. 29
Conclusionp. 32
Referencesp. 32
Branching Out
Adding Instant Messaging to an Established Virtual Reference Service: Asking r u there?p. 37
Overviewp. 37
Introduction and Backgroundp. 37
The Lay of the Landp. 38
Why IM?p. 38
Commercial Virtual Reference vs. Instant Messagingp. 38
Statisticsp. 39
Staffing Modelsp. 41
Marketingp. 44
Trainingp. 46
Just-in-Time Trainingp. 47
Back Endp. 47
Scriptp. 48
Futurep. 48
Referencesp. 49
Responding to Triage Taxonomy: Answering Virtual Medical Questionsp. 51
Overviewp. 51
Introduction and Backgroundp. 51
Web-Based Consumer Health Information Seekingp. 52
Ethical Dimensions of Consumer Health Information Practicep. 53
Medical Questions and Virtual Referencep. 55
Development of the Triage Taxonomyp. 55
Referencesp. 67
The Evolving Role of Reference Librarians in the Health Sciences Environmentp. 69
Overviewp. 69
Introduction and Backgroundp. 69
Liaisonp. 70
Information Technology Coachp. 71
Online Architectp. 71
Challengesp. 72
The Futurep. 72
Referencesp. 73
Ongoing Improvement
Examining Interpersonal Communication in Virtual Reference Encounters: The Library LAWLINE Consortiump. 77
Overviewp. 77
Introduction and Backgroundp. 77
Literature Reviewp. 78
Research Questionsp. 79
Methodp. 79
Resultsp. 80
Discussionp. 84
Conclusionp. 85
Appendix 6A: Classification Scheme for Interpersonal Communication in Library LAWLINL Consortium Chat Reference Transcriptsp. 86
Referencesp. 88
Assessing Inappropriate Use: Learning from the AskColorado Experiencep. 91
Overviewp. 91
Introduction and Backgroundp. 91
Literature Reviewp. 92
Methodologyp. 93
Resultsp. 95
Conclusionp. 101
Referencesp. 101
Pulling It Together: VR Training
Meeting the Challenges of Reference Service in a Hybrid Environment: Teaching LIS Students Todayp. 105
Overviewp. 105
Introduction and Backgroundp. 105
Purpose of Studyp. 106
Literature Reviewp. 106
Teaching Reference: A Personal Perspectivep. 108
Observed Outcomesp. 111
Recommendations for Further Researchp. 113
Referencesp. 113
A Comprehensive VR Training Programp. 115
Overviewp. 115
Introduction and Backgroundp. 115
The Three Levels of Competencyp. 117
Training and Educationp. 118
Stages in Creating a Training Programp. 122
Core Competencies for Virtual Referencep. 141
Appendixp. 182
Conclusionp. 191
Referencesp. 191
Indexp. 193
About the Editorsp. 201
About the Contributorsp. 203
Table of Contents provided by Ingram. All Rights Reserved.

Rewards Program

Write a Review