Survey results are now available from our Documents and Resources page. Please note that these aggregate results are available for internal University of Arizona Library use only.
The team is currently working on decision matrixes to answer two questions: 1. Is Virtual Reference right for the University of Arizona Library? and 2. If so, which product will best suit our needs?.
VRPT is preparing to adminster a February survey designed to give us indicators of our users' current reactions to a potential virtual reference system. The survey will be delivered both online at at physical service points in the Libraries.
We are also working on obtaining some detailed information from the current vendors of virtual reference software. This data will be used to determine which package would be reasonable for the Library to use provided virtual reference is a direction we want to go in.
More information on both of these issues will be presented at our team report on February 12, 2002.
-VRPT
At the November 2, 2001 team reports we heard feedback that ranged from excited to skeptical and about topics ranging from different software options to "why are we doing this if there is not a clearly identified problem". In the dialogue session, the suggestion was put forward that project team needs to be offering technology as a solution to a problem, not just for the sake of technology. While we will be revisiting this in our next team report, that is not until February 12, 2002. We feel we should provide some responses before then.
The Virtual Reference Project Team was appointed by the Reference APT as one of the approaches to support Quality Standard 2.5 (10% increase per year in the effectiveness of reference). For the purpose of Quality Standard 2.5, the Reference Action Planning Team identified three elements that contribute to the provision of effective reference: approachability, accuracy and availability. These three elements combine to ensure the fulfillment of our customers' information needs.
VRPT was created as part of an approach to potentially increase availability of reference service. The Reference APT also handed a joint charge to MAT, FAH and Special Collections (forming the Reference Availability Project) to address increasing the availibility of scheduled reference service specifically in the branches. Another charge was handed off to UST that addresses approachability and accuracy.
In addition, VRPT was strongly encouraged by the Reference APT to not simply look at what may be an immediate need, but to be forward thinking. Per our charge, we are assessing the state of virtual reference with the intent of meeting an anticipated need for such a service in 2006.
In our efforts to determine the level of need for such a service on campus, we felt it would be best to learn more about how peer institutions were handling this issue, and what the software that was on the market could offer us before we went to our customer base. We also understood that this was a new type of service for the Library that we were researching, and that staff would likely have questions and concerns. Before we journeyed off to conferences and site visits, we asked for those questions and concerns from staff. In this past October 30, 2001 report we provided some initial answers to those questions.
We encourage you to review this site and its contents to get a fuller picture of our work. If you would like further clarification we would be happy to respond to your needs; click over to the contact page and let us know how we can help.
-VRPT
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