Reference department updates services with 'Ask a Librarian'
The Reference Department has updated the family of reference services available online to students and faculty. The launch of the new "Ask a Librarian" reference Web page coincided with that of the new Libraries Web site in early August.
After a Reference Services Task Force public services forum last April, a new approach to online referencing was developed as a part of the RSTF process—new software was chosen, and a new staffing model was proposed.
The "Ask a Librarian" services offer two virtual reference options: real-time chatting and instant messaging. These options are specifically defined as "general reference" options, with the expectation that questions coming from broad areas can be handled by staff with general reference training. Any in-depth subject questions will be handled through a referral system.
Replacing the service known as Live Help, users can now log on to their preferred instant message provider (AIM, MSN, Yahoo) to connect to a reference librarian online. The service has four screen names users can add to their instant message "buddy lists" to see when a reference librarian is available for messaging queries.
This user-friendly change allows questions to be fielded from various instant-message services, rather than from the specific software users needed to download prior to the update. Not only will the service support various instant message programs, but also it will work with both Macintosh and Windows-supported computers.
"Ask a Librarian" also has a chat service, where library patrons can open a window directly from the Web site to ask a reference librarian a question. This option does not require any type of messaging program to exist on the computer for an exchange of dialog.
The virtual reference services remain accessible campus-wide. Although the current model has staff only at Memorial and College libraries answering questions online, they will involve any campus library or librarian as needed.
There is a marketing effort in place targeting undergraduates to raise their awareness of the reference services. The Ask a Librarian services will be promoted on posters in libraries and other student-populated areas, and on table tents in residence dining halls. The tagline "Ask a Librarian..." will be used in all promotions material. Another promotions venue will be the popular social networking site, Facebook, where one of several virtual posters (featured below) promoting the service will appear in rotation along the left margin.
The new Ask a Librarian reference services are the hard work of Steve Frye, Bob Sessions, Pete Boguszewski, Brenden Giese, Nikki Busch, Pamela O'Donnell and Jean Gilbertson, who were involved in the development of the virtual reference vision, implementation, training and marketing.