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A workshop sponsored by the Statewide Virtual

Reference Project

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To increase awareness of:

• Changing customer expectations

• Basic concepts of chat reference

• Reference delivery options• Status of chat reference in

Washington State

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To increase awareness of:

• Collaborative chat networks• Software used for chat

reference• Creative approaches to

marketing• Trends in virtual reference• Resources to stay current

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All materials are on a Web site.

Virtual Reference 101vrstrain.spl

.org/virtual101/

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Why go virtual?

What do you value in the online services that

you use?

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Are your library users ready for real-time?• Internet usage in the

Pacific Northwest•Your community and

their online preferences

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What do you already know about chat

reference?

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What is chat reference?

• An exciting way to deliver information!

• Uses software created for e-retailers like Lands’ End.

• You can do a live reference interview, push Web pages, share applications, provide a transcript.

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Chat reference…• Now offered by

many libraries.

• A “menu item” for users.

• Timeline and glossary

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Chat and e-mail reference produce

“knowledge bases.”Examples are

QuestionPoint and Google Answers.

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Collaboration—From Choices to Challenges

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Collaboration and innovation…

• Taking advantage of time zones• Referral to global network• 24/7 service• Expert services and languages

other than English• Statewide and country-wide

efforts

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Chat reference in Washington…• Statewide VRS Project• Expansion of chat reference

services• Variety of software packages

used• Excellent marketing guidelines• Collaboration and innovation

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Software for chat reference:

•MOO•Open source•Instant messaging•Contact center software

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Software for chat reference:

•Question referral and management

•VoIP?•A major decision

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What’s the key to success for this new

service?

Marketing

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Marketing guidelines:

•Brand development•Target audiences•Promotional strategies

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A brand makes a promise, then consistently

delivers.

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Target audiences can be primary and secondary.

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Promotion depends on

target audiences.

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Some innovative marketing…

Some innovative marketing…

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Some innovative marketing…

Some innovative marketing…

Dude, Where’s

my library?

Stevens County Rural

Library District

www.scrld.org

Get Help From The Librarian In Real Time With

24/7 Reference!

Promotion to a target audience

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Ad in the UW daily newspaper

Ad in the UW daily newspaper

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Booth at the County Fair…

Booth at the County Fair…

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Booth at the County Fair…

Booth at the County Fair…

“Over the four day fair, we gave away 2,675 free items to those who spun the wheel. Prizes included water bottles, balloons, rulers, and candy. Our booth is always a hit and this year it gave us an excellent way to publicize virtualreference.”

Kristie Kirkpatrick, Whitman County Library

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Library cards…Library cards…

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Postcards…Postcards…

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Other marketing efforts…

Other marketing efforts…

•Billboard and radio spots•Visits to city councils,

chambers of commerce, local schools.

•Prominent link on Web page

•Promotional kits

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Trends…•Reliance on consortia•Reference management systems

•Partnerships

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Trends…•End of start-up funding•Continuing struggle with privacy rights

•More wireless and multimedia

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Trends…•Expansion of commercial services?

•NISO standards•Services in more languages

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Ways to stay current:

•Dig Ref listserv•VRD Web site and annual

conference•Digital Ref Bibliography•Live Reference Group•RUSA events

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Next steps?