ࡱ> kj,( / 00DTimes New RomanllHu@ׯ0DVerdanaw RomanllHu@ׯ0" DArialaw RomanllHu@ׯ0"0DCourier NewmanllHu@ׯ01@ .  @n?" dd@  @@`` @8hW      0AA@dʚ;2Nʚ;g4>d>dQ ׯ0Nppp@ <4!d!d8vS0l$u@<4dddd8vS0l$u@ ^0___PPT10 ___PPT9t4T( t t t? HReady, Set, Go! 90 Minutes to a Collaborative Virtual Reference Service I_000007+=0=Beth Cackowski, QandANJ.org Vince Mariner, Ask Here PA Laura Osterhout, NY Ask Us 24/7 Julie Strange, Maryland AskUsNow! www.askusnow.info/denver08 0_ !=Funding _0=where is the money coming from? charging a fee--creating an equitable fee structure getting buy-in, pitching the service who's the host agency? getting state funding for the project 0" _0_40" _0_%0" _0_0" _0_&0" _3  $&  Software Selection _0=what to expect from the process / from the vendors do they have access to backup staff? 24/7? Request For Proposal (RFP) other selection criteria*30" _0_+0" _0_0" _0_0" _2*   Customer Access _0=have a separate public and academic queue have minimum barriers to access service if you must authenticate, make it easy for the user make your site findable add the link to the service on every logical page~*0" _0_0" _)  Recruiting _ 0=get creative when recruiting participants try to recruit at least one local history expert recruit at museums, hospitals, etc., not just traditional libraries road show +0" _0_10" _0_Q0" _*0  O Training _ 0=provide training on Internet searching and free resources train on transcript evaluation have an easy set of standards of quality for providers train on administration and reports/statistics offer online, on-demand training modules specific to your service:0" _0_ 0" _0_80" _0_/0" _0_B0" _9  7.B  Staffing _ 0= have a minimum number of hours per week for contribution emphasize the importance of collaboration for libraries contributing staff time allow non-MLS who provide reference to staff service how to be 24/7 if someone doesn't like or want to chat, don't force them90" _0_Q0" _0_60" _0_0" _0_:0" _8P  5:   Marketing _ 0=start with a solid campaign that appeals to most target certain demographics with additional marketing web links and banner ads on non-library sites are essential advertise outside of the library! find them where they are: MySpace, Facebook, YouTube, MTV, movie theatres^0" _00oP_0Running the Show _0=be willing to repeat yourself embrace troubleshooting develop policies and procedures be gentle with criticism and quick/generous with praise if something goes wrong, take the blame create a committee to help guide the service and make decisions0" _0_0" _0_ 0" _0_80" _0_(0" _0_@0" _  7'   $$@(( Building Community _0=communicate directly with front-line staff have Listservs for both staff and site coordinators visit/have face time with participating libraries often meet with site coordinators on a regular basis*,0" _0_50" _0_80" _0_/0" _+4  7/ Keeping Up to Date _0=join a user group or advisory committee, if possible attend conferences and workshops on virtual reference meet your colleagues/counterparts in the field, create relationships share your tips/tricks with others*50" _0_60" _0_E0" _0_#0" _45  D#  Succeeding _ 0=set your own measurement of success have an action plan but be flexible be willing to play, try new things don't get discouraged--cooperative activities take a long time to get going*%0" _0_%0" _0_#0" _0_L0" _$$  "L *Questions? Thank you for joining us today!:+_ 0= %=HJulie Strange jstrange@askusnow.info Vince Mariner mariner@hslc.org I0_   ILaura Osterhout losterhout@wnylrc.org Beth Cackowski cackowski@sjrlc.org<J0_%$/4      0` ` ̙33` 333MMM` ff3333f` f` f` 3>?" dd@,|?" dd@   " @ ` n?" dd@   @@``PR    @ ` ` p>> $(    6bR   R T Click to edit Master title style! !  0eR j  R RClick to edit Master text styles Second level Third level Fourth level Fifth level!     S  0lR V R X*  0pR vV  R Z*  0`uR !V R Z*H  0N n^t ? ̙33 Default Design0 zr@ (    0  P    P*    0DX     R*  d  c $ ?    0PX  @  RClick to edit Master text styles Second level Third level Fourth level Fifth level!     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NJ& MD funding- LSTA PA is funded thru AccessPA Laura will mention CO's funding model.0_k(Hh8H  0޽h ? ̙330 UMp(  X  C    M   63 @   vince starts off what is your library trying to accomplish/what is most important? the answers will guide your software selection 24/7 portion was the most important thing for NY, NJ, MD. , leaving 2 options for software. open source/home grown options 0_q\Hh8H  0޽h ? ̙330 g_$(  $X $ C    _ $  6N @   beth starts off beth- no barriers to barriers to middle ground library links, logos, banner ads julie- sep queues > confusion w/ special libraries. map thing for customers to click on their locale. accessibility for screen readers vince- wish had figured out a way to direct the high schools to go to the public queues (instead of them picking the pub or ac) laura- public libs market to their schools thru their pub lib link colorado/oregon > k-12 link0_/!52 CHh8H $ 0޽h ? ̙3350 ,(  ,X , C     ,  6R @   o[julie starts off non-partner demo days after the first group of partners, the rest is a slow trickle (you lose some you loose some). don't beg, if they're interested, they'll join. laura- the more recruiting, the less $ everyone pays. mostly academic libraries beth- community colleges marketing around the state added to higher recruitment \0_^/68Hh8H , 0޽h ? ̙330 y4(  4X 4 C    y 4  6 @   laura starts off intensive one day training + upkeep (site visits, tutorials, etc) provide resources/searching tips QP quality standards + own best practices/behaviors checklist site supervisors handbook NJ, PA's local sups handbook is online PA, MD repackage susan's quality tips PA- quarterly messages to all reminding re best practices, etc all- practice after training NJ does two 1hr sessions as structured practice sessions for brand new libraries.0_B!>'&?SHh8H 4 0޽h ? ̙33W0 <(  <X < C     <  6@ @   vince starts off local staffing vs outsourcing require min contribution per lib laura- hadn't previously allowed non-mls to staff, will let more libs participate julie- volunteers beth- interns0_ RHh8H < 0޽h ? ̙330 D(  DX D C     D  68 @   beth starts off - history of marketing, basic to targeted nj's commercial pa's radio spots beth- advertising outside the library, NJEA, MTV, movie theatres vince, newspaper ads julie- movie theatre ads laura- stats have suffered bc haven't marketed as much0_)A8Hh8H D 0޽h ? ̙330 me0L(  LX L C    e L  6d @   julie starts off - you can't do it alone. committee/local liaisons active and willing to be able to carve the path for the service - need to have guidelines and review often - be willing to troubleshoot and repeat yourself. julie creates personalized tech docs per lib/issue and has tech wiki laura- something will inevitably go wrong, take the blame julie- don't blame the software, creates a negative energy beth- spinning plates0_r*w:;Hh8H L 0޽h ? ̙33 0 ZRPT(  TX T C    R T  6 @   laura starts off - freeflowing communication in both directions - visible manager julie- listening tour (common themes), blog, mla meetings beth- project managers meetings, they have a lot of fun vince does regional meetings because of size of state. is catered. caleb does vr summit laura- askus 24/7 day with training component. done every year. vince- doing a panel with 3 of providing librarians at state assoc.0_.98C@EHh8H T 0޽h ? ̙33 0 p\m(  \X \ C     \  6X @   Wvince starts user groups, advisory boards -support groups (mid atlantic group, collaborative VR list, etc) laura- mid atlantic group 0_ @Hh8H \ 0޽h ? ̙33Y 0 d(  dX d C     d  6& @   beth starts -be willing to go out on a limb and try things. julie- try things again. fail once doesn't equal fail twice promotion is the key. if it's not visible and known, it won't work. (if you don't want to succeed, don't promote.) vince- the "new" 104... new for years. it takes time. setting expectations for your libraries to understand what "success" will mean. laura- your measurement of success will change over time.0_ /<D.;Hh8H d 0޽h ? ̙33rp,;>5ZD@0^BaD|fGjDIoKrMvPe{DRT,V1Oh+'0t( `h  PowerPoint PresentationGoogleBCPL1Microsoft PowerPoint@06U@?@ABCDFGHIJKLMNOPQRSTUVWXY[\]^_`acdefghilRoot EntrydO)Current UserbSummaryInformation(E(PowerPoint Document()DocumentSummaryInformation8Z