I remember the day Julie came to me and said something to the effect that we have no excuse for not providing IM as a way to communicate with our customers in reference. It was a good thing that she did - because that's what started the ball rolling. With the help of Allana and the Network Services Staff, we created a meebo widget that has been added to our ask a librarian page and ALSO to our OPAC. It's terrific - I'm so glad we have it.
Once a year, I do a presentation along with Robin Bernstein and Karen Hein about the subject of virtual reference. This past year, Mother Nature got in the way and I asked Michael to videotape my presentation which is provided here: http://www.nlc.state.ne.us/blogs/NLC/2007/12/virtual_reference_at_the_nebra.html
We have to make ourselves available to customers in whatever way they feel most comfortable contacting us. Chat isn't for everyone but it is for some of our folks. Phone isn't for everyone but it is for some of our folks. Email isn't for everyone but it is for some of our folks ... in librarianship, you never stop adapting the way we communicate, but the message never changes and that is that we're here to help.
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