This group of presentations was the first of the sessions I attended. On the whole I didn’t find anything that I can really apply to my environment. I was pleased to see an example of how another library has used video teleconferencing to provide reference service. This has come up a few times now, but I don’t think it will work for PCC…at least not any time soon. It seems expensive and like something that is really going to work for some extra large agencies, but again not too much for us right now.

Here are my notes, slides will be available at BCR soon.

One OLIVE or Two: Shaking (or Stirring) Up Library Service with Videoconferencing: New Approaches to Reference Instruction
Julie Ventura and Kathy Sanchez both of Orange County Library System, FL

What does OLIVE do?

  • connects patrons and staff by video-conferencing eqpt
  • provides an additional staff presence, as needed, in several branches at one time
  • can be placed in remote locations such as shopping malls to make the library more accessible
  • an instructional tool (co-browse feature)

When is OLIVE used?

  • busy times as a spare staff member
  • for in depth reference questions when a librarian is not available
  • when a patron feels uncomfortable approaching staff aboutan issue
  • when a manager is needed and one is not present in a branch
  • ILL and spanish speakers

OLIVE and technology

  • Units cost between $8-20k
  • comprised of
    • camera
    • display
    • phone

Challenges of OLIVE

  • adults tend to be embarassed to see themselves on the screen
  • children often pick up the handset in an attempt to make a call
  • some patrons feel we are trying to pass them off to others
  • current Questline (similar to how MCL does ref) schedule makes it so that OLIVE is answered by available staff member

[My thoughts: expensive and unnecessary forus; very public focused...also kind of creepy that they are giving it personification (they use the female pronoun for the service..."she can help patrons"]

Reference Librarians Sharing Space with Information Technology: Five Ways to Ensure Success
Susan P. Lieberthal, Stony Brook University Libraries, NY

Five planning elements for Collaborative Projects

  1. technology
    • 26 new PCs, Pharos print station
  2. architecture
    • removed current paper journals and national bibliographies, moved information desk
  3. workflow
    • moved info desk
  4. policies
    • computer troubleshooting, hours, question/info flow issues
  5. personnel
    • IT consultant til 10pm, ref lib til 9pm

sidebar on Adobe Connect: have to have all windows open (not tabs?) that you want to push to your chat person…can use whiteboard feature to “draw” on websites.

Virtual Services Librarian: Bridge Between the Public Desk and IT
Laurie Van Court, Douglas County Libraries, Castle Rock, CO

  • requirements from position description
    • working knowledge of the professional principles of reference services, to include reference tools and methodologies. Ability to communicate effectively, both orally and in writing. Must be able to work independently and to demonstrate a positive attitude towards staff and patrons of all ages. Ability to master virtual products–their use and limitations. Ability to empathize and assist customers in the mastery of virtual products. Ability to craft or purchase products beyond those traditionally used or marketed in libraries.
  • 7 months as a virtual services librarian
    • provide 8 hours per week of AskColorado virtual ref service
    • serve as library’s AskColorado rep and also serve on steering committee
    • substitute at least one per month on a public service desk
    • provide on-call telephone back-up reference for the library’s central call center
    • with fellow VSlibrarian, begin creation of a ”database of databases”, which includes complete background information for our library’s current databases and analysis of their use, as well as similar informatino for comparable libraries in the US
    • participated in the trials and subsequent purchase of three non-tradtional virtual prodcuts for the library: onlien tutoring, online software instructino and online langauge instruction
    • provide telephone and email trouble-shooting for patron’s priblems with the library’s virtual products
    • with library’s web development team helped design new website, launched june 08
    • with fellow VS librarian, completel overhauled library’s website presentation of virtual products, including streamlined tabs system and a “virtual research assistant”
    • with cooperation of collection development librarians, responsible for creation of all material lists on the new website; e.g., bestsellers, recommended new fiction, etc.
    • with fellow VSlibrarian, create and maintain oblibe subject guides
    • presented training sessions to branch’s staffs on using the new website and its new catalog interface
    • respond to telephone and email questions/complaints about the new website, from both staff and patrons
    • created staff training materials for a new online holds procedure
    • preparing to train staff on the use of a new Point of Service cash register/debt collection service
    • with library’s IT and facilities team, learning to use new online Help desk system

[my thoughts: this is interesting. they are very much in a transitional space right now, but she seems happy and Jamie LaRue is definitely open to feedback from the VS librarians]