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Shared Expectations: Getting Comfortable, and Providing Quality Service in Cooperative Virtual Reference Lynn Silipigni Connaway Marie L. Radford Best.

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Presentation on theme: "Shared Expectations: Getting Comfortable, and Providing Quality Service in Cooperative Virtual Reference Lynn Silipigni Connaway Marie L. Radford Best."— Presentation transcript:

1 Shared Expectations: Getting Comfortable, and Providing Quality Service in Cooperative Virtual Reference Lynn Silipigni Connaway Marie L. Radford Best Practices in Cooperative Virtual Reference ALA Annual Conference Washington, DC June 23, 2007

2 Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives Project duration  10/1/2005-9/30/2007  Four phases:  Focus group interviews*  Analysis of 850 QuestionPoint transcripts  600 online surveys*  300 telephone interviews* * Interviews & Surveys with VRS Users, Non-users, & Librarians

3 Recommendations For Cooperative Virtual Reference Services

4 Recommendations for Cooperative Virtual Reference Services  Dazzle ‘Em (From a Distance)  Advertise Cooperation  Promote Global/Local Presence  Seize Opportunities to Build Rapport

5 Recommendations for Cooperative Virtual Reference Services  Overcome Boundaries & Heighten Awareness of Remote Access Issues  Don’t Tease or Bait and Switch  Guide Users Beyond Consortial Limits

6 Recommendations for Cooperative Virtual Reference Services  Develop & Share Expectations  Exceed Expectations – Aim for Excellent Service & Cultivate Repeat Users

7 Recommendations For Individual VRS Librarians and Staff

8 Recommendations for Individual Librarians and Staff  Start Off on the Right Foot!  Accentuate the Positive  Maintain a Professional Tone  Be Yourself

9 Recommendations for Individual Librarians and Staff  Do Not Dismiss Questions Out of Hand  Clarify the Question

10 Recommendations for Individual Librarians and Staff  Increase Accuracy – Answer the Specific Question  Provide a Variety of Resources

11 Recommendations for Individual Librarians and Staff  Manage Complex or Multiple Queries  Refer Complex Questions  They Disappeared? Complete the Inquiry Anyway

12 End Notes  This is one outcome from the project, Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives, Marie L. Radford & Lynn Silipigni Connaway, Co-Principal Investigators.  Funded by IMLS, Rutgers University and OCLC, Online Computer Library Center, Inc.  Special thanks to Jocelyn DeAngelis Williams, Patrick Confer, Mary Anne Reilly, Susanna Sabolcsi-Boros, & Timothy J. Dickey.  These slides available at project website:

13 Questions and Comments  Lynn Silipigni Connaway, Ph.D.    Marie L. Radford, Ph.D.  


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