Everglades Online Help Desk A Virtual Reference Service for an Evolving Digital Library Everglades Information Network • A collaborative effort of agencies dedicated to providing comprehensive, reliable information in support of research, education and decision-making • FIU Libraries, Everglades National Park, US Geological Survey, South Florida Ecosystem Restoration Taskforce, Univ. Miami Libraries, Historical Museum of Southern Florida, FCLA • Key services – Everglades Digital Library (collections) – Everglades Online database (index/catalog) – Ask An Everglades Librarian (email/chat) Everglades Digital Library • Digital Collections from FIU Libraries and partner agencies • Directory of 'Other Internet Resources' • Reclaiming the Everglades, an LC/Ameritech Award Winner, is part of the National Digital Library (LC American Memory Program) http://everglades.fiu.edu/reclaim Everglades Online Database • "Catalog" of the Everglades Digital Library • WebLuis database with MARC records • Covers EDL content + journal articles, web sites, technical reports, published books, etc. • Subjects to be assigned from forthcoming Everglades Thesaurus Email An Everglades Librarian • people always asked us questions • put email/feedback links on every page • online contact form use • extra staffing became necessary • staff develop email reference techniques Chat with An Everglades Librarian • patrons asked to "chat" with us often • 2001: received LSTA funding to improve patron use of technology in searching for south Florida environmental information via "high-tech" communication applications combined with "high-touch" professional reference services. • ability to browse sites w/patrons essential Real-Time Software Considerations • design/implement in-house • single vendor • bi-lingual • collaborative/cooperative – pricing – ability to network with other professionals, set meetings, forward questions etc. Special Circumstances • NOT a reference dept. service yet . . . • Timeline of grant (1 year) • Systems support limitations – recording transcripts for analysis Our Choice: 24/7 Reference 24/7 Chat Pricing • $1,000 one-time training fee • $4,000 flat fee per seat • $3,600 maintenance/annually, each seat 1 seat/1 yr. = $8,600 $7,600 each additional seat After first year: $3,600 per seat, per year Why we like it • modern, hip look & feel • tested by large library consortium, MCLS, located in southern California • regular upgrades • co-browsing, file-sharing capabilities • bi-lingual Spanish/English software • collaborative reference helps staffing • web meetings (up to 20 people) • session transcript analysis How it works . . . Chat Reference service is accessed through the Web, using Java applets. Librarians need high-powered PC w/Windows 98, NT, or 2000, and a direct Internet connection. No client-side downloads necessary. Library databases are accessible via proxy server. Patrons must login in themselves using id number or a librarian may log in. Librarian Interface Co-Browsing: Patron Interface Co-Browsing: Librarian Interface Librarian reactions • they hate being in cyberspace alone • fear of the question you can't answer (and that all of this is being recorded!) • fear of Internet impatience • they need time to learn online chat personality cues, slang, abbreviations etc. • Becoming an "Infobot" Staffing Issues • Small Gov. Docs. Dept., Big Questions! • Cooperation with FIU Libraries Reference Departments becomes essential • Big Reference Dept., Little Docs. Training • Inter-departmental fear of science • Cross-campus, cross-dept. scheduling Staffing Solutions • Training: Everglades resources + reference • Share transcripts, email interaction • Double staffing @ virtual desk • Well-developed collections (digital and print) to support service • Solicit partners from other institutions and agencies with professional reference librarians Quality Control • Follow standards for exemplary reference service promoted by VRD • Generally emphasize information literacy over answers, but adjust service depending on needs and resources of users – Juvenile users, international users, users with low-speed connections Results to date Changes in Library Services • User-driven collection development for EDL – In-depth resources – Youth-oriented resources • Spurs establishment of digital reference for the "rest" of the FIU Libraries • Connection to community intensifies, more project partners evolve Thanks Download this ppt! http://everglades.fiu.edu/dlc Everglades Information Network Florida International University Libraries Miami, FL Email us: glades@fiu.edu Ask An Everglades Librarian http://everglades.fiu.edu/help