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WAAL 2008: Next generation virtual reference

Posted by Lisa Strand
Lisa Strand
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on Wednesday, April 16, 2008 in WLA Blog Archive
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Steve Frye, UW-Madison College LibraryMark Beatty, WiLSValerie Beech, Marquette UniversityJohn Jentz, Marquette UniversityIM/chat at UW-Madison, and future of virtual referenceSteve:UW-Madison started online reference in 2002 with Convey softwareNeeded to change software, and thought we'd look at new vendorsInstead, library powers that be asked us to look at virtual reference as a whole first2006 started with blended service (chat/IM)"Ask a Librarian" link ubiquitous throughout library webpagesDecided early on that service would be staffed at desks, with staff of various levelsNeeded to be stable, and simple - if needed more than 5 minutes of training, too muchVideo: watching collaboration on virtual ref between reference staffChoosing software - some useful websitesWill add Chat button within OPAC when "no results found"Discussion btw. Writing Center, IT, libraries, tutoring service re: creating virtual Information CommonsUsing Jing - free to download, screencasting for multi-step processes, free online hosting with URLs you can send patronTakes 7 steps to order...