IS IT RIGHT FOR US?

An AMICAL Virtual Reference Collaborative

P R E S E N T E D B Y

M A RY K I C K H A M - S A M Y

Definition: VR

“…is the use of computer and communications technology to provide reference service to patrons anytime and anywhere" (OCLC, 2006).

VR Collaboratives: Formed based on

Geographic proximity

or

Cultural Affinity

A Case Study: The Michigan Experience

Librarians from 15 community colleges and universities collaborate to provide their students services in

ReferenceInstruction

Reasons for AMICAL to Form a Collaborative

Provide a more comprehensive reference and instruction program for our students

Develop professional relationships

Become knowledgeable of each others resources and students’ needs

A More Comprehensive Reference Program

With the QuestionPoint 365/24/7 live chat service

Follow up and referral Archives for transcripts Statistic Training Quality Control

The Michigan Experience

Celebrated its 10th Anniversary as a Collaborative in 2014

P R E S E N T E D B Y

FAT M A A B D E L E M G U I D

Question Point Implementation: The AUC Experience

Straight forward once you determine the path

Question Point Implementation

Implement as a Project

• Understand the most important components and features of the product

• Create a Power point presentation for staff orientation session

Get acquainted

• Determine the participants and their roles• Choose chat forms (Qwidget, chat and email)• Make sure information for a policy page is available

Design

• Set up accounts (admin & Librarian)• Build chat forms• Set up the policy page

Build

• Test functionality• Conduct in-house training• Test end-to-end service

Test

Question Point Implementation

Assign activities using RACI table

Question Point Implementation

Resources Out sourcing service No need to host on your own server

S C H E D U L I N G

F O L L O W I N G U P

M O N I TO R I N G Q U A L I T Y C O N T R O L

Administering the Program: The AUC Experience

P R E S E N T E D B Y

N E R M I N E R I FA AT

A. Challenges

B. Strengths

C. Threats

Schedule Conflicts

Flexibility of Virtual Desk

Absenteeism and Coordination of

Substitution

The Schedule

Schedule: The Process

Study the schedules of the participantsPrepare tentative schedule and send for approvalMake necessary revisions and fill problematic slotsGet back-up assistantsTrain prospect/interested peers and assistants

Follow Up

Daily follow up or

Continuous follow up by staying logged in all day “to remember”

Monitoring Quality Cont

Reading and analyzing session transcripts

Reporting weaknesses and strengths in the transcripts

Summary and Discussion