Virtual Reference Service Use Policy
Library Virtual Reference Service Use Policy
Final Version 11/29/2011
Background and Scope
This policy addresses the establishment of chat reference services points (e.g. Instant Messaging Widgets) on individual library websites, including pages on the library server (e.g. unit homepages) as well as pages on external servers (e.g. libguides, EBSCO). This policy specifies best practices for presenting library research assistance services through chat reference.
In this document, “Library-wide Chat Reference Service” refers to the service monitored by the IM Collaborator software, which currently uses the “askillinois” AIM widget as an access point on the back-end. Training for IM Collaborator is provided by the Reference Service Committee in collaboration with the chat service managers, Kathleen Kern and David Ward.
Goals of Library-wide Chat Reference Service
- Provide a common software for providing research assistance through Instant Messaging. A common platform will also streamline training, maintenance, and assessment of chat reference service
- Combine staffing virtually to provide the longest hours of service possible
- Provide an integrated system for subject specialist referrals and consultations
- Simplify the presentation of online reference services, by presenting the breadth of library online reference services through a single virtual service, rather than creating 30-40 individual chat services for users to discover and keep track of
Implementation and Use Guidelines
- Library websites providing access to chat reference services should use the library-wide Widget and link to the Library-wide Chat Reference Service
- Individuals providing online reference services should be trained in the use of the IM Collaborator software
- The Reference Services Committee Referral Procedures should be used to connect users of the Library-wide Chat Reference Service to subject specialists, as appropriate
- The standard code for deploying widgets, as developed by library IT, should be used library-wide
- Individuals providing reference service through IM Collaborator should establish service profiles (contact information and area of subject specialty) as defined in the IM Collaborator Training Guide
