At lunch at the 2007 Oregon Virtual Reference Summit, we sat in small groups and discussed virtual reference. We used a common list of questions as a starting point. Below are the notes from the discussions.
How do we recruit more librarians for L-net?
Pay them. Hire "l-net" librarians to staff service.
Less time for training (of of job, in the classroom). Tutorials are easy way to get training but still be @ location where you're needed.
Familiarize more with chat. Less anxiety/stress associated with chat. Marie Radford said "Patrons don’t need answers NOW; they're willing to wait."
Mentors. Collaborate.
Work with library schools to get new librarians interested.
For recruiting more librarians, it was suggested that we should target "next-gen" librarians to work for L-net..professionals who are already involved with a wide variety of technology and would not feel overly challenged by chat reference.
Also, perhaps some current L-net librarians could contact individual non-participating libraries (certain libraries would be assigned to certain L-netters), and share their experience as a participant in L-net explaining how it is beneficial to their library, and how important the concept of virtual reference is, emphasizing the point that L-net helps make patrons aware of resources at their local library,and does not replace or lesson the value of the physical library.
Recruit librarians from new graduates
Approach library directors – if they see value in the service, they will support and encourage staff participation
Talk it up as a new skill for older librarians to learn
Younger staff may be more comfortable/interested
Are people being asked and they say, “no†? Or is it the problem that librarians aren’t being recruited? If they turn down the opportunity, ask them “why?†What are their reasons? Is it lack of time? Fear? Apprehension? Software problems? Do we really need more help?
How do we recruit more patrons, specifically how to we recruit more adults?
Chat box on library home pages.
Widget for L-Net.
Facebook and MySpace pages or widget.
Market "Reader's Advisory
Easy questions to hard questions, we answer EVERYTHING!
Perhaps classes for non-tech savvy patrons, "L-Net Chat for Dummies."
Radio adverts thru NPR.
Have OCLC do a spot nationally like Gale, Proquest, etc already do.
To recruit more adults: we need more publicity; perhaps advertising on local television stations, and in local newspapers.
How about bookmarks in stores at the mall (bookstores, computer stores)?
Add an L-net link to all pages within a site, not just the front page (such as Reader’s Advisory page, subject pages, etc.)
Have a link from “Craig’s List†and other community web pages – go where adults are already online.
Make the link visible. Explain the name – what does “L-net†mean?
All librarians can market L-net service when they do outreach talks to community groups, it should b included as a standard library service to the public.
Offer a class/training for adults in learning to use the service – along with other computer training offered by libraries.
Rather than having a link on the web page, have the actual chat box, with a notice “an Oregon librarian is online nowâ€.
Any email notices that come from the library (like an overdue notice) should have a footer containing the L-net logo and info.
What was your most frustrating and most rewarding L-net sessions (must have both to share)?
Frustrating: Pranks, bad language, rudeness, times we just can't help.
Rewarding: "Thanks, you're the best." Changing "Mean Librarian" stereotype.
Most frustrating L-net sessions were ones with impatient K-12 students. Most rewarding ones were ones in which the patron made a point of expressing gratitude for the service.
Frustrating L-net session: A student had questions about bald eagles. I sent him pages that covered all his specific questions, but he didn't want to read through the information on the page to find his answers - he just wanted me to give him the answer. This is typical of the frustrating sessions. Also frustrating are sessions where you work hard to find good info for the patron, but before you can get it to them, they have disconnected.
Rewarding session: Most all the adult interactions are satisfying. These patrons are often thrilled to get their question answered and delighted to participate in virtual reference.
We did talk about patrons who abuse the system and refuse to give email addresses and how to cope with those issues
How do we evaluate our service?
Brief discussion concerning the limitations of the surveys, since the only people who answer are usually really pleased or really unhappy. We did not settle on any new methods, unfortunately.
Ways we can evaluate the service include recognizing repeat users, a general growth in the number of questions received, and patron comments from exit surveys.
Check statistics, patron comments, talk to each other
How do you deal with virtual reference burnout?
It may be helpful to rotate shifts to different times of the day in order to experience different kinds of patrons.
Take breaks, go to training, share experiences
Other discussions
Some groups didn't stick to the question lists, which is fine. Other topics were:
Communication among L-net librarians
This discussion dominated our time. One librarian new to the service asked for the best ways we could communicate information, particularly concerning new resources or specific timely issues. The blog can be difficult to navigate, and not everyone uses the listserv (email is not very organized anyway). Often only one person at an institution subscribes to it and passes along selected pieces of interesting information. We thought, what a terrific idea to use del.icio.us to create a set of bookmarks for L-Net! We could create tags for specific school assignments, for instance, or for trusted legal websites (one of our law librarians was among the group, who answers email referrals from other L-Net librarians, and knew many sites we could offer patrons before having to refer their questions). We'd like to see L-net look into this.
Other suggestions
Work with teachers to help prepare students – they need to know how to formulate questions, they need to know the system may be sluggish.
Location: 