AnswerXpress Virtual Reference Service
Reference Policies and Guidelines
What is the service?
"This virtual reference service will provide interactive online reference service 24/7 for residents of SW Idaho and BSU students to expand access to reference services. Our desired outcomes are that SW Idaho residents and BSU students will use this virtual reference service to meet their information needs and that SW Idaho residents and BSU students will value this 24/7 virtual reference service."
This project offers live, online reference service combining Internet chat with the ability to send web sites and other information directly to our patron/student's computer. The primary focus for this service is providing information in electronic format that is available on the Internet through publicly accessible websites and proprietary databases funded by libraries.
Who can use this service?
The primary clientele of this project will be residents of SW Idaho and BSU students. However anyone who submits a question will be served. Zip code information will be requested, but will not be used to limit our service area until demand requires it. Promotional efforts will be focused on students from Jr. High through Adult.
Who provides this service?
Experienced reference staff from participating libraries, cooperative library staff, and vendor library staff, who are trained in Internet searching and in using the vendor software will be on duty to assist online patrons/students 24/7.
Verifying users
At some point in the virtual reference transaction, it may become necessary to verify our patron/student's home library, location, and/or card holder status in order to more efficiently answer their questions. Entrance into proprietary databases may be dependent upon the patron having the required login/password or number. Patrons may only go into proprietary databases escorted if they do not have the required login, etc., but all databases will be available. See also Patron/Student Confidentiality and Proprietary Databases sections.
Kinds of Questions Answered
The primary focus for this service is to provide information in electronic format that is available through publicly accessible websites and databases. Print resources will also be available for use. Questions will be evaluated individually for the best method of response. Some questions may require referral or another method of response.
Average length of transaction
Most virtual reference sessions will last about 15-20 minutes and will be answered online. If after 20 minutes searching, the staff member does not find anything authoritative to answer the patron/student's question, they can refer the question on to an appropriate contact, suggest alternative resources, or offer to email an answer later. The staff member also has the option to continue the session with the patron/student if there is no one waiting in the queue, and the patron/student is willing to stay connected. If continuing off-line, the staff member will provide a time estimate when possible and obtain contact information.
Patron/Student Satisfaction
Providing quality patron/student 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 real-time interactions it is important to be professional without being overly formal or impersonal, and to be friendly without being overly informal or chatty. All staff working on this service will receive training on vendor software and practice sessions which will allow them to work efficiently in this virtual environment. Service tips are included in the Training Guidelines document. A concluding survey will be offered to each patron/student for feedback on their satisfaction with the interaction.
Scripted messages
While there will be common scripted messages available, the use of these messages will not be required. However it is recommended that we use them as needed to expedite speed, courtesy and consistency. It is important to send quick messages to keep the patron/student informed about the searching process.
Incomplete transactions
Referral, continued online sessions, email are methods staff will use to complete transactions. Until demand requires a change, librarians will make every effort to successfully conclude virtual reference sessions online. Long-distance phone calls, faxing, and other responses that are not covered in the grant will be at each library's discretion.
Proprietary Databases
In answering a question, staff can use any database available in the three libraries in the project. The patron/student can remain in a proprietary database after the reference session is concluded providing they can authenticate on their own. Links to databases at other libraries, which can be searched remotely, will be available using a special login for verification.
Scanning and sending attached documents
Scanning documents will be available.
Patron/Student Confidentiality
When providing virtual reference service, we will collect only the minimum personally identifiable information necessary for providing effective services and resources to our patrons/students. Provision of an email address is optional, but may be necessary if the patron/student wishes to receive a later answer to their question or transcript of the session. Transcripts from sessions will be kept on a secure server and used for analysis only, unless the patron/student wishes to receive a copy. In keeping with library policies, personal data held by the library will be kept confidential, and is only accessible to authorized staff with an assigned password. We will not disclose any personal data we collect to any other party in a manner that would identify the patron/student, except where required by law or in order to fulfill the service request. Every attempt will be made to protect confidentiality of each request whether by purging or by separating personal information from the subject matter.