Virtual Reference Best Practices: Tailoring Services to Your Library
"When it comes to virtual reference, one size doesn't fit all. What works in one library won't necessarily work in another. How do you figure out what to do? Kern, a leading virtual reference expert, outlines the tools and decision-making process that will help you and your library evaluate, tailor, and launch virtual reference services that are a perfect fit for your community and your library." "Reference librarians, heads of library services, and managers of virtual reference services will welcome this flexible approach with its wealth of exercises and resources to implement immediately. This book contains everything you need to reach sound and sustainable decisions about virtual reference services." --Book Jacket.
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Defining Virtual Reference
Is It the Right Thing Right Now?
Who Are We Doing This For? 75
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academic library administration American Library Association answer AOL Instant Messenger Ask a Librarian assessment assistance budget campus chapter chat reference chat service chat software co-browsing collaborative virtual reference collection consortia consortium costs databases decision Digital Reference discussion e-mail electronic emoticons evaluation exercise goals Google Talk implementing virtual reference important in-person instant messaging Internet issues library software library staff library's marketing Meebo modes of communication MySpace offer online communication options person planning population priorities programs Public Library queue Reference and User reference desk reference interactions reference interview Reference Librarian reference staff require response Samford University servers shared specific staffing models survey telephone text messaging transcripts Trillian University vendors videoconferencing virtual communication virtual reference questions virtual reference service virtual reference software VoIP VR Guidelines worksheet