Reference Service Plan

Introduction

Reference librarians are tasked with providing reference services that meet patrons where they are. In some cases, such as with online students at a university, students are not able to come in to the library due to distance or time conflicts. In cases like this, it is difficult to provide a traditional face to face reference consultations. While online chat and reference by phone are helpful for the patron, it misses out on the opportunity for observing visual cues from the patron as well as the opportunity for a reference interview.

One way of overcoming this issue is by offering an alternative way to communicate with librarians, by introducing the video reference consultation. Though a virtual reference consultation such as library chat and/or reference email, this plan will focus on online visual reference consultations using webcam/video software such as Skype, Adobe Connect, Google Hangouts or any other similar software. Library chat, reference email, and even research guides are helpful when patrons are unable reach the library in person, but they often fall short of offering the students the full reference consultation experience. Utilizing webcam/video software to conduct video reference consultations will allow librarians to pick up on non-verbal cues and conduct reference interviews just as they would with face-to-face consultations; thus, patrons will be better served by the reference team.

Understanding how the usability of virtual reference services effects a library patron’s information-seeking experiences, user preferences, and overall success will allow libraries to design and improve upon the virtual reference services with greater effectiveness, and efficiency.  The virtual reference environment can be used to help improve the quality of service and can also help determine alternative staffing possibilities. According to a survey from College and Research Libraries they analyze the usage of increasing numbers of technologies including, email, chat, text, and video conferencing. This study shows that virtual reference services are popular, but the study was not conducted on a large scale, so the study is not conclusive.

In some institutions for higher education, there is a large population of online students who would benefit from video reference services. Creating a platform to include this program would be available during the same hours that reference services for on campus students are available. The hours would make it convenient to fit in any student’s schedule.

Type of Library

  1. Academic libraries
    1. This plan would be best utilized by libraries at universities that offer online programs
    1. ACRL distance learning library services standards requires that the library services offered to distance learning students must provide the student direct access to library personnel as well as meet instructional needs
  2. Public libraries can also utilize this service, especially for students who are homeschooled and do not have access to a school library

Target Audience

  1. Distance learning students are still students of the university and should be given the same opportunities as on-campus students
  2. According to the Online Learning Consortium, there are currently over 6 million students enrolled in distance learning courses, and the number will likely continue to increase
  3. Students unable to get to campus for various reasons, including health, emergency situations, and inclement weather
  4. Distance learning faculty who wish to have a reference librarian embedded in their online courses

Desired Outcomes

  1. Distance learning/online students will get the full benefits of a reference consultation.
  2. Reference librarians will be able to better assist students by conducting reference interviews and observing non-verbal cues
  3. Distance learning/online students will have the opportunity to succeed better in their courses

Measurable Outcomes

  1. Overall use of the service, i.e., how many students utilized the service
  2. Student satisfaction, i.e., students affirmed via survey or interview that the virtual reference consultation was helpful
  3. Increase in grades: Did students who utilized the virtual reference consultation perform better in the course?

Sources

(2014). A Usability Evaluation of Academic Virtual Reference Services. College & Research Libraries, 75(3), 309–361. Retrieved from: https://doi.org/10.5860/crl13-408

(2016). Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library. Reference & User Services Quarterly, 56(1), 36–46.

Association of College & Research Libraries. (2016). Standards for distance learning library services. Retrieved from: http://www.ala.org/acrl/standards/guidelinesdistancelearning

Online Learning Consortium. (2007). Digital learning compass: Distance education enrollment report 2017. Retrieved from: https://onlinelearningconsortium.org/read/digital-learning-compass-distance-education-enrollment-report-2017/

Smith, L.C. & Wong, M.A. (2016). Reference and information services: an introduction. Libraries Unlimited: United States of America.