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WRLC Virtual Reference Polices and Guidelines
These guidelines apply to the pilot project and will
be reviewed periodically.
What is the service? This project offers free, live, online reference service combining Internet chat with the ability to send web sites and other information directly to the customer's computer. The primary focus for this service is providing information in electronic format that is available on the Internet through publicly accessible Web sites or proprietary databases available to the virtual patron.
Who can use the service? The primarily clientele of this service are WRLC faculty, staff and students. The IP address and /or Aladin Patron Validation will authenticate a patron as a WRLC faculty, staff or student.
Who provides the service? Reference librarians from participating WRLC libraries trained in using the LSSI software will be on duty during scheduled hours to assist online customers.
When is the service offered? Our initial pilot project will be staffed by a group of 12-15 librarians. We will be open for service Monday-Friday 1-5 p.m.
Service Guidelines
A. Verifying users. The initial target clientele of this service are WRLC faculty, staff and students. A user is verified or authenticated by their IP address or Aladin Patron Validation.
B. Kinds of questions. The primary focus for this service is providing information in electronic format that is available on the Internet through publicly accessible web sites and proprietary databases available to the patron.
C. Average length of transaction. Research on virtual reference sessions indicates an average transaction length of 7-15 minutes. This is not a hard and fast rule, however, customers tend to get impatient if they are kept waiting much longer than that. Librarians may use their own judgment in this area. If there is nobody in the queue waiting and the patron is willing to stay connected, the transaction may go longer.
D. Service tips to ensure customer satisfaction. Providing quality customer service via real-time interaction over the Internet is similar to providing quality customer service via interaction in person or over the telephone. In all three real-time modes, it is important to be professional without being overly formal or impersonal, and to be friendly without being overly informal or chatty. As friendly professionals, we strive to
- Treat each customer individually
- Get straight to the point, but do an effective reference interview to be sure we GET the question.
- Keep sentences brief
- Let the customer know what we plan to do
- Avoid one-word responses, since these feel terse in written exchanges.
Real-time interaction over the Internet, like that over the telephone,
requires compensation for lack of visual cues. In both modes, it is important
to avoid lengthy silences and let the customer know you are still working
on the question. If an answer is not readily forthcoming, we can
suggest getting back to the customer later, possibly in a different service
mode, such as phone, email, in person, or referring the patron to their
home institution for more in-depth service.
Some customer service techniques are unique to real-time interaction over the Internet. To save time typing and ensure consistency in our answers, we can use pre-formatted responses (scripts). We can also suggest activities for the customer to do while waiting for a search to be completed. It might be necessary to seek a particular response from a customer, such as asking the customer to "Let me know when you see the page on your screen."
E. System-wide message scripts While there will be common scripts loaded on to each log-in, the use of these messages will not be required. However, it is recommended that we use them as needed to uphold our standard of service in respect to speed, courtesy and consistency. It is especially important to send quick messages to keep the customer informed about searching progress. Scripted responses are very useful for this purpose.
F. Proprietary Databases In answering a question, the librarian may use any database available to the patron through their campus library's affiliation only during the virtual reference session. Librarians will never authenticate a patron. The patron will always authenticate themself to their set of databases.
H. Customer Confidentiality Transcripts from sessions will be used for analysis only. In keeping with library policy, customer information is considered confidential and accessible only by library staff. A patron may choose to check the anonymous box on the virtual reference form, thereby ensuring their name and e-mail will be not appear on the virtual reference transcript.
