Wild Wonderful
Virtual Reference

West Virginia Library Association

Annual Conference

December 4, 2003

Paul Neuhaus Matt Marsteller

The Opportunities

Are there times when real-time virtual reference is the optimal solution?

Arguments Against Real-Time Virtual Reference

Lankes and Shostack, 2002

Make a good case for e-mail reference

No reason given for not providing real-time virtual reference

McKinzie and Lauer, 2002

Overrated and fraught with administrative difficulties

Specifically they felt that librarians couldn’t “model habits of information trolling and gathering”

But, page pushing used more than 60% of the time by some real-time virtual reference services

Arguments For Real-Time Virtual Reference (1)

Having the librarian available to the patron at their time of need

“The digital library is a lonely place.”

- Roy Tennant, 1999

“Having multiple options for communication means being able to help patrons more appropriately.”

- Carol Tenopir, 2001

Arguments For Real-Time Virtual Reference (2)

Libraries are assembling vast digital collections for their patrons’ use

Are we to ignore the users of these collections, or should we insure that we are there to help them effectively utilize these expensive resources?

The Public Library Setting (1)

Remaining competitive

Google has already won the ready reference battle … this cannot be our main emphasis (Joe Janes, VRD 2003)

Janes feels that our strengths lie with conducting reference interviews and handling more difficult questions

Samuel Swett Green Awards are proof that this can happen and IS happening (Marie Radford, VRD 2003)

The Public Library Setting (2)

Marketing

Still enjoys the status of being cool

Break down non-users misperceptions

Geographical barriers

Children in rural areas

People with limited transportation

Busy streets or dangerous travel for children

The Public Library Setting (3)

Inadequate physical facilities

Patron provides the ambiance

Renovations

After hours services

Kiosk technology

The Public Library Setting (4)

Information and referral

Citizen information and participation services

“MUSIC” (Multi-User Sessions in Community) Software created by Alan Shaw at the MIT Media Lab

http://xenia.media.mit.edu/~acs/

Senior citizens services

Service for the disabled

The Academic Library Setting (1)

Needs of travelers

Distance learning

Support to remote research facilities

Role of the regional resource

Limited service to alumni

The Academic Library Setting (2)

Service to emeritus faculty

Bibliographic instruction

Service to branch campuses

Collaboration

The Special Library Setting

Support for branch offices

Currently limited by licensing issues

If licensing issues were solved, it could mean a better bottom line for both companies and publishers

Librarianistic teleswarms

Needs of the business traveler

The School Library Setting

Needs of teachers and administrators

The traveling librarian

M.R. Marsteller and J. Schmitt-Marsteller, “Opportunities for Real-Time Digital Reference Service,” The Reference Librarian (forthcoming).

Administrative Issues

Role of the library director

Individual library vs consortial arrangement

Staffing scenarios

Other administrative issues

Choosing software

Assessment

Local/Regional vs. State/Nat’l/Int’l Consortium

Local/Regional

Easier coordination

Easier to train staff

OK to send full-text

Familiar with patrons

Patron access to core collections

State/Nat’l/Int’l

Extended coverage

More resources

More experts

More money

Larger patron base

Larry Shankman, PALCI 2002

Staffing Scenarios

Regular librarians at reference desk

Regular librarians off-desk in library

Part-time librarians in library

small staff dedicated to virtual reference

Part- or full-time librarians off-site

remote service from home or elsewhere

Partners, consortia, or volunteers

Other Administrative Issues

Support and funding

Commitment to quality

Training

Marketing

Criteria for Evaluating Software

Cost

Software on library or company server

Secure transmission

Live chat

Page pushing

Co-Browsing

Pass to another op

Off-Hours handling

Exit survey

Track users within site

Statistics

Searchable Knowledgebase

Scott Milewski and OCLC Institute

Non-Chat Software

E-Mail

Web forms

Instant Messenger

AOL

Microsoft

Yahoo

Trillian

Chat Software with Basic Features

Groopz

InstantHelp

Live Assistant

Live Help

Chat Software with Advanced Features

Library specific

Web contact center solutions

24/7 Reference

Docutek VRL plus

eLibrarian

LivePerson

Tutor.com (formerly LSSI)

QuestionPoint

Digital Measures (1)

McClure/Lankes et. al. - Assessing Quality in Digital Reference

Number of digital reference questions received

Number of digital reference answers

Number of questions received digitally but not answered or responded to by completely digital means

Digital reference correct answer fill rate

Digital Measures (2)

Number of referrals

Reasons for use or non-use

Cost of digital reference service

Other Elements of Assessment

What are the optimum hours to offer the service?

Is the software the library uses the best alternative?

Are there ways to promote the service to increase use?

Reference Statistics at Carnegie Mellon

Did You Receive the Information You Needed?

Status of User

Subject Categories of Questions

What is “Other”

Nature of Librarian Responses

Chat Compared to In-Person, Telephone, and Email Reference

USA Patriot Act (1)

Electronic Communications Privacy Act (ECPA)

Regulates government access to stored communications or transactional records in criminal investigations

Under certain conditions, permits warrants to seize any “tangible thing” held by any entity

Foreign Intelligence Surveillance Act (FISA)

Probable cause “that a person is a foreign agent or member of a terrorist group”

Section 215 relates to business records, including library records

USA Patriot Act (2)

Pen registers and trap & trace devices

Patriot Act expands use of these devices to include computer communications

Devices examine real-time transaction records, not content

Typically directed toward internet service providers (ISPs)

Wiretaps capture content as well as transaction records

West Virginia Code
Section 10-1-22

(a) Circulation and similar records of any public library in this state which identify the user of library materials are not public records but shall be confidential and may not be disclosed except:

(1) To members of the library staff in the ordinary course of business;

(2) Upon written consent of the user of the library materials or the user's parents or guardian if the user is a minor or ward; or

(3) Upon appropriate court order or subpoena.

(b) Any disclosure authorized by subsection (a) of this section or any unauthorized disclosure of materials made confidential by that subsection (a) does not in any way destroy the confidential nature of that material, except for the purpose for which an authorized disclosure is made. A person disclosing material as authorized by subsection (a) of this section is not liable therefor.

Types of Digital Reference Records

Transcript of the reference interaction

Registration information

E-Mail address

Name

Zip code

Library user number

IP address

Date and time

Name of librarian answering question

What Librarians Can Do to Protect Patron Privacy

Break link between patron information and transcript

Do not require patrons to register

Have procedures in place before law enforcement visits

Train staff regarding privacy policies and procedures

Create privacy policies

Elements of a Privacy Policy (1)

Explain what information is collected

Explain who has access to library records

Address the use of encryption, if pertinent

Address the use of cookies, if pertinent

Library users have the right to view, correct, or remove their own records

Elements of a Privacy Policy (2)

Records may be used to conduct ordinary library business and to compile statistical reports

Records may be evaluated to assess internal library processes

Authorized individuals may utilize records for research and publication

Elements of a Privacy Policy (3)

No personally identifiable information will be publicly released

The library will not give, share, sell, or transfer any personal information to a third party

Library records will be released to law enforcement bearing a court order or subpoena according to state law

Slide 42

Slide 43

Slide 44

Slide 45

Slide 46

Cost of Virtual Reference

Previous gripes about determining the cost of reference service

“…cannot be accurately measured…”*

“not enough time is available for the task”*

“…required mathematical and statistical skills are too demanding”*

“derived data would actually not affect the decision-making process”

“… limited … to individual library applications”*

* items I chose to address

Slide 48

Slide 49

Final Questions

How does virtual reference fit into the overall library plan to provide reference service?

How does virtual reference fit into the overall vision of the library?

Thank You!

Paul Neuhaus

Social Sciences Librarian

Hunt Library

4909 Frew Street

Carnegie Mellon University

Pittsburgh, PA 15213

neuhaus@andrew.cmu.edu

Matt Marsteller

Physics and Math Librarian

Engineering & Science Library

4400 Wean Hall

Carnegie Mellon University

Pittsburgh, PA 15213

matthewm@andrew.cmu.edu


	West Virginia Library Association
	Annual Conference
	December 4, 2003

	Paul Neuhaus Matt Marsteller


	Are there times when real-time virtual reference is the optimal solution?


	Lankes and Shostack, 2002
		Make a good case for e-mail reference
		No reason given for not providing real-time virtual reference
	McKinzie and Lauer, 2002
		Overrated and fraught with administrative difficulties
		Specifically they felt that librarians couldn’t “model habits of information trolling and gathering”
		But, page pushing used more than 60% of the time by some real-time virtual reference services


	Having the librarian available to the patron at their time of need
		“The digital library is a lonely place.”
		- Roy Tennant, 1999

		“Having multiple options for communication means being able to help patrons more appropriately.”
		- Carol Tenopir, 2001


	Libraries are assembling vast digital collections for their patrons’ use

		Are we to ignore the users of these collections, or should we insure that we are there to help them effectively utilize these expensive resources?


	Remaining competitive
		Google has already won the ready reference battle … this cannot be our main emphasis (Joe Janes, VRD 2003)
		Janes feels that our strengths lie with conducting reference interviews and handling more difficult questions
		Samuel Swett Green Awards are proof that this can happen and IS happening (Marie Radford, VRD 2003)


	Marketing
		Still enjoys the status of being cool
		Break down non-users misperceptions
	Geographical barriers
		Children in rural areas
		People with limited transportation
		Busy streets or dangerous travel for children


	Inadequate physical facilities
		Patron provides the ambiance
	Renovations
	After hours services
	Kiosk technology


	Information and referral
	Citizen information and participation services
		“MUSIC” (Multi-User Sessions in Community) Software created by Alan Shaw at the MIT Media Lab
		http://xenia.media.mit.edu/~acs/
	Senior citizens services
	Service for the disabled


	Needs of travelers
	Distance learning
	Support to remote research facilities
	Role of the regional resource
	Limited service to alumni


	Service to emeritus faculty
	Bibliographic instruction
	Service to branch campuses
	Collaboration


	Support for branch offices
		Currently limited by licensing issues
		If licensing issues were solved, it could mean a better bottom line for both companies and publishers
	Librarianistic teleswarms
	Needs of the business traveler


	Needs of teachers and administrators

	The traveling librarian


	M.R. Marsteller and J. Schmitt-Marsteller, “Opportunities for Real-Time Digital Reference Service,” The Reference Librarian (forthcoming).


	Role of the library director
	Individual library vs consortial arrangement
	Staffing scenarios
	Other administrative issues
	Choosing software
	Assessment


	Local/Regional
	Easier coordination
	Easier to train staff
	OK to send full-text
	Familiar with patrons
	Patron access to core collections

	State/Nat’l/Int’l
	Extended coverage
	More resources
	More experts
	More money
	Larger patron base

	Larry Shankman, PALCI 2002


	Regular librarians at reference desk
	Regular librarians off-desk in library
	Part-time librarians in library
	small staff dedicated to virtual reference
	Part- or full-time librarians off-site
	remote service from home or elsewhere
	Partners, consortia, or volunteers


	Cost
	Software on library or company server
	Secure transmission
	Live chat
	Page pushing
	Co-Browsing
	Pass to another op

	Off-Hours handling
	Exit survey
	Track users within site
	Statistics
	Searchable Knowledgebase

	Scott Milewski and OCLC Institute


	Library specific
	Web contact center solutions
		24/7 Reference
		Docutek VRL plus
		eLibrarian
		LivePerson
		Tutor.com (formerly LSSI)
		QuestionPoint


	McClure/Lankes et. al. - Assessing Quality in Digital Reference
		Number of digital reference questions received
		Number of digital reference answers
		Number of questions received digitally but not answered or responded to by completely digital means
		Digital reference correct answer fill rate


		Number of referrals
		Reasons for use or non-use
		Cost of digital reference service


	What are the optimum hours to offer the service?
	Is the software the library uses the best alternative?
	Are there ways to promote the service to increase use?


	Electronic Communications Privacy Act (ECPA)
		Regulates government access to stored communications or transactional records in criminal investigations
		Under certain conditions, permits warrants to seize any “tangible thing” held by any entity
	Foreign Intelligence Surveillance Act (FISA)
		Probable cause “that a person is a foreign agent or member of a terrorist group”
		Section 215 relates to business records, including library records


	Pen registers and trap & trace devices
		Patriot Act expands use of these devices to include computer communications
		Devices examine real-time transaction records, not content
		Typically directed toward internet service providers (ISPs)
	Wiretaps capture content as well as transaction records


	(a) Circulation and similar records of any public library in this state which identify the user of library materials are not public records but shall be confidential and may not be disclosed except:

		(1) To members of the library staff in the ordinary course of business;
		(2) Upon written consent of the user of the library materials or the user's parents or guardian if the user is a minor or ward; or
		(3) Upon appropriate court order or subpoena.

	(b) Any disclosure authorized by subsection (a) of this section or any unauthorized disclosure of materials made confidential by that subsection (a) does not in any way destroy the confidential nature of that material, except for the purpose for which an authorized disclosure is made. A person disclosing material as authorized by subsection (a) of this section is not liable therefor.


	Transcript of the reference interaction
	Registration information
		E-Mail address
		Name
		Zip code
		Library user number
	IP address
	Date and time
	Name of librarian answering question


	Break link between patron information and transcript
	Do not require patrons to register
	Have procedures in place before law enforcement visits
	Train staff regarding privacy policies and procedures
	Create privacy policies


	Explain what information is collected
	Explain who has access to library records
	Address the use of encryption, if pertinent
	Address the use of cookies, if pertinent
	Library users have the right to view, correct, or remove their own records


	Records may be used to conduct ordinary library business and to compile statistical reports
	Records may be evaluated to assess internal library processes
	Authorized individuals may utilize records for research and publication


	No personally identifiable information will be publicly released
	The library will not give, share, sell, or transfer any personal information to a third party
	Library records will be released to law enforcement bearing a court order or subpoena according to state law


		Previous gripes about determining the cost of reference service
			“…cannot be accurately measured…”*
			“not enough time is available for the task”*
			“…required mathematical and statistical skills are too demanding”*
			“derived data would actually not affect the decision-making process”
			“… limited … to individual library applications”*
		* items I chose to address