"innovative reference services" presentation nyla 2013
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Innovative Reference ServicesMONICA KURYLA, FAYETTEVILLE FREE LIBRARY
MICHAEL MAZIEKIEN, KENILWORTH PUBLIC LIBRARY
Determining Point-of-Need
Where is everybody?
Innovative Reference Services
Localized Reference
• Hotspots
• Progression
• Stopping Points
• FAQs
• Virtual Services
Innovative Reference Services
Community Outreach
• Local Collaborations
• Shared Promotion of Services
• Serving New Populations
• Determining Needs
• Library as HQ
Roving Reference
Goal: continue to develop and expand our ability to reach patrons who would not normally approach the desk.
Proactive customer service focused approach to delivering information
Delivering a targeted service at the point of need
Increased visibility of library staff and resources available with a focus on providing for the individual needs of the user.
Enhance/personalize quality of patron-librarian interaction
Patrons’ needs can be addressed by directly approaching them on their terms
Increases quality of reference that reaches users
Creating a Roving Reference
In House Service Plan•Identify areas that users may need assistance
•Determine specific information needs of users
•Conduct an assessment of types of information users are requesting throughout all areas of the library
•Upload all digital content (including apps, videos, and eBooks) to any type of mobile device
•Train staff on how to engage users in conversation and meet their specific information needs
Samples of Preloaded ContentRoving Reference
ServiceNewstand-Wall Street Journal, NY Times, Publishers Weekly (reviews), Consumer Reports
3M Cloud Library – instructional purposes, check holdings, patron account
Connect – This app includes a directory of business listings and events for the Central New York area.
Goodreads-use for book suggestions, reviews and to get info on our upcoming author Skypes
SnapGuide – Includes “How To” videos from a number of different sources
Implementing an In House Roving
Reference Service•Approach users using the library
•Be identifiable as library staff
•Engage in a conversation with the user
•Create a personalized experience
•Create a hands on experience-Train on the spot
Roving Reference – Outside the Library
Library as Headquarters for Service Area
• Police Headquarters vs. Police Department
• Traditional vs. Virtual Campus
• Brick-and-Mortar vs. Distributed Services
Roving Reference – Outside the Library
Purpose
• Increase Awareness of Library’s Role
• Form New Community Partnerships
• Advocate for Library Support
• Identify Needs of Community
Roving Reference – Outside the Library
Points of Need in Your Community
• Civic Organizations• Rehabilitation Programs• Support Groups• Schools• Small Businesses• Shelters• Journalists
Roving Reference – Outside the Library
Is your primary goal:
• To remind people that the library exists?
• To increase brick and mortar library visits?
• To initiate an ongoing collaboration?
Innovative Reference Services
Virtual Reference
• Existing Delivery Systems
• Social Media Platforms
• Live vs. Archived Assistance
• New Technologies (Mobile, AR)
Setting Up a Virtual Reference Model
NJLA 2011 Virtual Reference Task Force
Systems Evaluated:• QuestionPoint• LibraryH3lp• Oracle Live Help• Springshare• RefChatter• OpenFire/Drupal/Mosio
Setting Up a Virtual Reference Model
Choosing the Service That Fits Your Library
• Elements of Service
• User Practice
• Software Functions
Setting Up a Virtual Reference Model
Free alternatives
• Digsby
• This slide, or the next, needs information on the concept of driving people to our services or meeting people across the services they already use
Virtual Reference & Social Networks
It is more than just booklists……
Create a social networking plan for how often to post, what content to post, etc. and implement schedule using Hootsuite.
Post links to free credible resources and explain why you recommend them or how they can be useful to your community.
Ask questions, survey community wants/needs/expectations of reference services and/or resources
Create a conversation with library users-for example “What are you reading this weekend?” or “do you have any recommendations of local tutors?”
Virtual Instruction Opportunities In HouseCreate a self serve digital learning station for users to view instruction guides created by community members. i.e. Youtube video on “how to download an app to your device” created in a program using our green screen.
Record your own 3 minute video clips on “how to…” (download an eBook to a Kindle Fire, etc.) and upload to a YouTube account. A great way to personalize the instruction and promote it on social networks as “how to” of the day.
Offer live Skype instruction right from the Reference desk during designated hours
Virtual Instruction Opportunities
Archived Information
• Screencasts
• Topical Lists• http://rtlibrary.org/earthday.html
• “Instructables” format
Virtual Instruction Opportunities
Live Assistance
• Live Chat
• Webinar Software (Adobe Connect, WebEx)
• Online “House Calls” via Skype
Social Media (Expanded)
• Reaching a Global Audience
Social Media (Expanded)
• Reaching a Global Audience
Social Media (Expanded)
• Reaching a Global Audience
Social Media (Expanded)
• Reaching a Global Audience
What Comes Next Now?
Expansion of Knowledge Bases
Augmented Reality
Full Mobile Integration