Chapter 1. Self-Assessment Activities

Chapter 2. Learning Activities

Chapter 3. Learning Activities

Common Chat and E-mail  Abbreviations, Emoticons and Emoting

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

Core Reference Sources and Tools

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

Learning Activity 4-1. Review your Virtual Reference Service Policy

Use the "Virtual Reference Services Policy Review Checklist" below to review your own library or library organization's virtual reference service policy.

Virtual Reference Services Policy Review Checklist

1. Accessibility of Licensed Databases Options and Policies (see Learning Activity 4-4)

2. Administration - who manages, makes decisions on policies, schedules, and otherwise administers our virtual reference service?

3. Average Length of Transaction/Time limits and/or Limit of Transactions per  User - Are their official limits or guidelines?

4. User Satisfaction Policies/Evaluation of Service - Is the virtual reference service evaluated? How? Are users surveyd on their satisfaction with the service? How?

5. Confidentiality/Privacy Policy - Is their one? What does it involve? Are librarians allowed/required to identify themselves?

6. Document Delivery Options and Policies - Does your virtual reference service offer to fax articles, records, etc.? Will they e-mail attached files? Will they put resources on the Web for user's to download?

7. Eligibility for Service (generally) - Who may use your virtual reference service? How is this eligibility guaranteed? e.g., login and password, library card number, zip code entry, etc.

8. Follow-up Options and Polices - Are users asked to supply e-mail addresses for follow-up? Is phone service or in-person service available for follow-up?

9. Hours of availability - When is your virtual reference service available to users?

10. How You Will Identify Yourself to the user?

11. Inappropriate Users/Patron Conduct/user Behavior Policies - Is there a policy for handling problems in virtual reference? Or guidelines?

12. Referral Options and Policies - Are referral options available easily on the library Web site or otherwise accessible for the virtual reference librarian and user? Are librarians encouraged to offer follow-up - advise the user to return to the service if the referral does not work out?

13. Scope of Service/Limitations on Types of Questions/Questionable Questions - Some libraries limit virtual reference service to questions identified as 'ready-reference' or short answer. Does your library have this policy? How are these questions designed? How are librarians expected to clarify these limitations to users?

14. Setting up the Service (context, location, equipment, connection requirements) - What equipment, software, specific location etc. does an individual librarian need to have available and at what location must they be while they are staffing your virtual reference service from? e.g., Kent State/OhioLINK librarians just need a computer with their software installed on it, and e-mail access. The computer can be located anywhere.

15. Staffing - How many librarians are staffing the virtual reference service at any given time? Is it possible to refer to another virtual reference librarian? Is their back-up for handling busy times?

16. Virtual Collections/E-Libraries/Knowledgebases/Information Collections that Support and Supplement the Virtual Reference Service - Does the library maintain Web-based e-library collection of ready-reference resources, tutorials, etc. for use by users and virtual reference librarians?

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