1 A workshop sponsored by the Statewide Virtual Reference Project

2 To increase awareness of: Changing customer expectations Basic concepts of chat reference Reference delivery options Status of chat reference in Washington State

3 To increase awareness of: Collaborative chat networks Software used for chat reference Creative approaches to marketing Trends in virtual reference Resources to stay current

4 All materials are on a Web site. Virtual Reference 101 vrstrain.spl.org/virtual101/

5 Why go virtual? What do you value in the online services that you use?

6 Are your library users ready for real-time? Internet usage in the Pacific Northwest Your community and their online preferences

7 What do you already know about chat reference?

8 What is chat reference? An exciting way to deliver information! Uses software created for e-retailers like Lands’ End.Lands’ End You can do a live reference interview, push Web pages, share applications, provide a transcript.

9 Chat reference… Now offered by many libraries.many libraries A “menu item” for users.menu item Timeline and glossaryTimelineglossary

10 Chat and reference produce “knowledge bases.” Examples are QuestionPoint and Google Answers.Google Answers

11 Collaboration—From Choices to Challenges

12 CollaborationCollaboration and innovation… Taking advantage of time zones Referral to global network 24/7 service Expert services and languages other than English Statewide and country-wide efforts

13 Chat referenceChat reference in Washington… Statewide VRS Project Expansion of chat reference services Variety of software packages used Excellent marketing guidelines Collaboration and innovation

14 SoftwareSoftware for chat reference: MOO Open source Instant messaging Contact center software

15 SoftwareSoftware for chat reference: Question referral and management VoIP? A major decisiondecision

16 What’s the key to success for this new service? Marketing

17 Marketing guidelines:guidelines Brand development Target audiences Promotional strategies

18 A brand makes a promise, then consistently delivers.brand

19 Target audiencesTarget audiences can be primary and secondary.

20 PromotionPromotion depends on target audiences.

21 Some innovative marketing…

22 Some innovative marketing… Dude, Where ’ s my library? Stevens County Rural Library District Get Help From The Librarian In Real Time With 24/7 Reference! Promotion to a target audience

23 Ad in the UW daily newspaper

24 Booth at the County Fair…

25 Booth at the County Fair… “Over the four day fair, we gave away 2,675 free items to those who spun the wheel. Prizes included water bottles, balloons, rulers, and candy. Our booth is always a hit and this year it gave us an excellent way to publicize virtual reference.” Kristie Kirkpatrick, Whitman County Library

26 Library cards…

27 Postcards…

28 Other marketing efforts… Billboard and radio spots Visits to city councils, chambers of commerce, local schools. Prominent link on Web pagelink Promotional kitskits

29 Trends… Reliance on consortia Reference management systems Partnerships

30 Trends… End of start-up funding Continuing struggle with privacy rights More wireless and multimedia

31 Trends… Expansion of commercial services? NISO standards Services in more languages

32 Ways to stay current: Dig Ref listservlistserv VRD Web site and annual conferenceWeb site Digital Ref BibliographyBibliography Live Reference GroupGroup RUSA eventsevents

33 Next steps?