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Functioning as a blueprint, this guide leads the reader through the many decisions and considerations involved in setting up a real-time reference service. Ronan introduces both basic and advanced real-time reference software, offers practical information about features, advantages, and disadvantages, and discusses human and organizational issues.
How does one start a virtual reference service? What types of software are available? This comprehensive guide to live virtual services answers these and other questions. Intended as a blueprint, the book is designed to lead the reader through the many decisions and considerations involved in setting up a real-time reference service. Acclaimed expert Jana Smith Ronan introduces both basic and advanced real-time reference software, offers practical information about features, advantages, and disadvantages, and discusses human and organizational issues, such as staffing, training, and administration.
Complete with five case studies from successful real-time reference services, this guide provides readers with a better understanding of real-time reference and an ability to make educated decisions on what's best for their library and their patrons.
List of contents
Preface
Chapter 1: Introduction to Chat and Basic Real-Time Software
Chapter 2: Advanced Real-Time Software
Chapter 3: The Audience for Online Library Assistance in Real-Time
Chapter 4: Selecting Real-Time Software for Your Users and Library
Chapter 5: The Human Element
Chapter 6: Training
Chapter 7: Everyday administration of a Chat Reference service
Chapter 8: Guidelines and Policies for Reference in Real-Time
Chapter 9: The Reference Interview Online
Chapter 10: Promoting Online Real-Time Reference Services
About the author
JANA SMITH RONAN is Interactive Reference Coordinator for the George A. Smathers Libraries of the University of Florida, Gainesville.
