Virtual Reference Experience: Integrating Theory into Practice

Overview

Thirteen updated papers from the fourth annual Virtual Reference Desk Conference in San Antonio, TX, look at policies and practices US libraries are adopting to keep their reference desks current. The collection is of interest to reference librarians, administrators, and information professionals both at libraries with established online service and at those in the preliminary planning stages. The papers explore the perceptions and expectations of users and how libraries are engaging them in their virtual ...
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Overview

Thirteen updated papers from the fourth annual Virtual Reference Desk Conference in San Antonio, TX, look at policies and practices US libraries are adopting to keep their reference desks current. The collection is of interest to reference librarians, administrators, and information professionals both at libraries with established online service and at those in the preliminary planning stages. The papers explore the perceptions and expectations of users and how libraries are engaging them in their virtual reference service. Chapters look at personnel and training issues as well as information service in the context of privacy and surveillance, the establishment of a knowledge society, and the future of research and development. Annotation ©2004 Book News, Inc., Portland, OR
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Product Details

  • ISBN-13: 9781555705121
  • Publisher: Neal-Schuman Publishers, Incorporated
  • Publication date: 8/30/2004
  • Series: Virtual Reference Desk Ser.
  • Pages: 275

Table of Contents

Preface
Introduction : the integration of digital reference 1
Pt. I Patrons of virtual reference services 9
1 A repeated survey analysis of AskERIC user survey data, 1998-2002 11
2 User perceptions and virtual reference services 43
3 If you ask, I will tell you : future users of virtual reference share their thoughts on the design, operation, and marketing of virtual reference 63
4 Expecting the stars but getting the moon : negotiating around patron expectations in the digital reference environment 87
Pt. II Virtual reference librarians 107
5 Software is not enough : teaching and training digital reference librarians 109
6 Real-time training for virtual reference 121
7 Making the digital connection more personal 139
Pt. III Virtual reference services and policies 163
8 Virtual reference policies : an examination of current practice 165
9 Approaching best practices and guidelines for digital reference 185
10 Not just Q & A : an inclusive examination of digital reference services 199
Pt. IV Broader context of virtual reference 219
11 Virtual services for real people : building and sustaining a knowledge society 221
12 A lawyer's view of privacy, surveillance, and the USA Patriot Act 235
13 The digital reference research agenda 259
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