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The Virtual Reference Service: From Competencies to Assessment - Neal-Schuman Publishers
by American Library Association
American Library Association, 2008
Paper: 978-1-55570-528-2
Library of Congress Classification Z711.45.V576 2008
Dewey Decimal Classification 025.52
Paper: 978-1-55570-528-2
Library of Congress Classification Z711.45.V576 2008
Dewey Decimal Classification 025.52
TOC
TABLE OF CONTENTS
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
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