Chapter 1. Self-Assessment Activities

Chapter 2. Learning Activities
Learning Activity 2-1
Learning Activity 2-2
Learning Activity 2-3
Learning Activity 2-4
Learning Activity 2-5

Chapter 3. Learning Activities

Common Chat and E-mail Abbreviations, Emoticons and Emoting

Chapter 4. Learning Activities

Core Reference Sources and Tools

The Virtual Reference Handbook: Interview and Information Delivery Techniques for the Chat and E-Mail Environments

Learning Activity 2-4 Common Virtual Reference Software Overview

This learning activity is a selected collection of links to online manuals for common virtual reference software. LiveRef, Gerry McKiernan's project to compile lists of common virtual reference software and virtual reference services is also listed. Choose one of these manuals or review the manual for your own library or library organization's virtual reference software. Use the "Virtual Reference Software Specifics to Learn" checklist below as a guide to review the manual. Answer each question for your software, using the manual, or if you have access testing in the software itself.

• Internet Public Library: Ask a Question - http://www.ipl.org/div/askus/refservice.html

• GroopZ - http://www.digi-net.com/technology/groopz/
  (used by e.g, OhioLink - http://www.ohiolink.edu)

• QuestionPoint (OCLC and the Library of Congress) - http://www.questionpoint.org/support/
  (used by e.g., Boston Library Consortium - http://www.questionpoint.org/crs/servlet/org.oclc.home.TFSRedirect?VIRTCATEGORY=
  BOSTONU&SS_COMMAND=CUST_SUP&Category=BLC

• LiveRef: A Registry of Real-Time Digital Reference Services - http://www.public.iastate.edu/~CYBERSTACKS/LiveRef.htm

Virtual Reference Software Specifics to Learn

• How and where does the user access the virtual reference software?
  • Is access through library Web site, from any Instant Messaging client?
  • Is access primarily through a Web form or bulletin-board (with or without e-mail support)?
  • Is a login and password required or IP Authentication?
  • What identifying information is required if any? (e.g, zip code, e-mail address)
• How and where does the user ask a reference question?
  • Type in before chat session is established or after?
  • Type in e-mail, Web form, or on bulletin-board?
• How and where does <em>The Reference Librarian</em> access the virtual reference software?
  • Is access through library Web site, from any Instant Messaging client, e-mail?
  • Is a login and password required or IP Authentication?
  • Can <em>The Reference Librarian</em> work from any location with this software?
• How and where does <em>The Reference Librarian</em> answer reference questions?
  • Directly through chat session, or Instant Messaging?
  • E-mail
  • Bulletin-board monitoring and posting
• Are their options for queuing waiting users? If so, how does the librarian manage the queue?
  • How does <em>The Reference Librarian</em> connect to a specific waiting user in the queue?
  • Can more then one reference librarian staff the same queue of users?
• Are their options for using scripted messages? Who is allowed to create new scripted messages?
• How are scripted messages sent to the user?
  • Automatically? Which messages?
  • Can <em>The Reference Librarian</em> select and send specific scripted messages?
• Are their options for pushing pages to the user? How is this done? What are the limitations? (e.g., specific browser required, client software requried?
• Are their options for application sharing - co-browsing or escorting --? How is this done? What are the limitations? (e.g., specific browser required, client software requried?
• What are the procedures for ending a virtual reference session? What does the software do automatically? What scripted messages are used if so?
• Are their options for post-reference session follow-up? Evaluation surveys? Can the librarian retrieve the user's e-mail address for personal reference follow-up?
• Does the software itself offer options for information delivery? e.g., file sharing , e-mail attachments, faxing computer to computer, etc.