1. Virtual Reference Is it making a difference? Librarian Wallenius Leddy Library, University of Windsor

2. Basics about our Virtual Reference Software Staffing Hours of access Level of service provided

3. Structure of HumanClick How the system can work: Chat 1 - library personnel 1 Chat 2 - library personnel 1 Chat 3 - library personnel 2 Chat 4 - library personnel 3

15. Chat texts Reference Desk: Hi, May I help you? Visitor: hello Reference Desk: Hi, How can I help you? Visitor: i am looking for online jorunals that deal with women in canada through the 1920's Visitor: i can's seem to find the subject Reference Desk: we could start searching in history indexes. Visitor: how do i get there Reference Desk: open library web page. Visitor: ok im there Reference Desk: Click on search journal articles.

16. Chats continued Visitor: the thing is that it only is a canadian class and i don't want any american info Reference Desk: and then try by America : History and Life (North American History) Reference Desk: You can specify canada Reference Desk: and try also CBCA for Canadian content. Visitor: ok thank you u have beena lot of help Reference Desk: You're welcome. Reference Desk: Good luck. Reference Desk: bye. and good night.

17. Librarian: Hi, You are now chatting with a librarian. How can I help you? Visitor: Hi, I requested 2 books through interlibrary loans. I want to know the status of the order. Librarian: You can check the status of your interlibrary loan requests by logining back into RACER. Librarian: It will tell you. Librarian: okay? Visitor: Yeah, I checked, it says for one book that its a electronic book, what doed this mean, can i read it on line. for the other book it says only for queens access. Librarian: If it says we have it and it is online Librarian: Search the library catalogue by the title of the book Librarian: no leading articles Librarian: and it will take you to the link. Librarian: The other title is being processed.

18. Chats (continued) Librarian: Hi, You are now chatting with a librarian. How can I help you? Visitor: I am in Management Information Systems and I was wondering if it is possible to sign-out a copy of the course textbook or if there is a copy at the library to begin with Librarian: You need to search the library online catalogue to determine if we have the textbook. Visitor: can i do that from my home computer or do i need to search it from the library? Librarian: Then come with the call number to retrieve the book from either circulation or course reserves. Librarian: Yes you can search from there. Librarian: It is on our webpage at the upper right side under the Chat with a librarian logo. Librarian: You msut come to borrow it however. Librarian: must Visitor: ok thank you very much Librarian: your welcome Librarian: bye

19. Types if questions asked Majority of questions were reference Access to online materials Access problems were very common, but less often than reference Interlibrary loans Refworks or citation style questions University question Others

20. Types of questions continued Location in library of materials Renewals or fines High school students Printers or software

21. Conclusions Continue to offer VR Actually begin a marketing plan for VR Formalize staffing at least for parts of the day Consider how to expand to weekends Possibly expand evening hours Formal evaluation of services

22. Questions