Virtual Reference Service

Submitted by

Hanem Ibrahim

Southern Connecticut State University

ILS- 504 - Dr Okobie

Fall 2009
 In this assignment we were asked to search for and locate a CHAT Reference
Service on the Web and participate in a chat session and provide our evaluation of
the chat reference service. I had to ask a reference question and interact with the
services., These are the requirement for this reference chat.

1- The Virtual Reference URL:

I did the virtual reference with Association of Jesuit Colleges &University (AJCU)
It’s a virtual reference online with librarian from different academic librarian in
some of the States MA, CA, MD…it ‘s available 24 hours a day, 7 days a week
(except for a few holidays) I start doing that chat after midnight on Tuesday
Nov. 3rd at 12.36 AM. In Connecticut time (Eastern time zone) so I chose one
library in the west coast It was still Monday Nov. 2nd at 10.36 PM. (Western time)
I chose to have a virtual chat with librarian at University of San Francisco in
California. The URL of that Virtual chat:

http://aal20.tutor.com/nGEN/Apps/SocWeb/main.aspx?ID=e19273d3-84bd-
4d71-a3d4-97099e975916

2- The Software of this Chat : It is “Ask A Librarian Express” it’s powered by

Tutor.com It is Reference support for whole community , Their Service available
24/7, Easy to implement and easy to use , Staffed by certified librarians with
MLS, MLIS or equivalent degrees. Sessions monitored for quality control ,
Resources from your databases.
3- Question:
My main question I asked the reference librarian is : “I need to know is there any
Asian community live in San Francisco?, What is their percentage %? and way of
life?”
4- Evaluation :
In order to have a good virtual reference services there should be understanding
between the librarian and the client. (IFLA, 1999)
– The librarian ( Helen ) did most of the criteria of good virtual reference
interview there was understanding between me as (client) and her
as(Librarian),
 – She did good job by responding to all of my questions, with almost available
right reference tools .
– She Provided me with the right information about the types of
questions( statistics from US Census Bureau” she also provided me with a links
to a specific answer but
– she provided me with the URL for that URL >
http://quickfacts.census.gov/qfd/states/06/0667000.html
– She also provided me with another specific URL for more Ethic information that
has guides to Ethnic groups, also she provided me with much detailed statistic
in one of San Francisco counties (Bay County)
The bad thing about this virtual interview
– I was waiting for long time till I received the services since I started it till
somebody offer me the services.
– When the session started I was waiting without knowing was she still there,
she didn’t tell me she needed more time “ I was afraid to end the session
before I finish with it.
– She didn’t inform me to wait till she searches for the answer to my question.

1- A discussion of your reaction to the service

– She insure that she understood my question by asking me this question “I see
you are researching the Asian community in San Francisco?” After I responded
to her that she was right about that, she didn’t start looking for the answer till
she was sure that I need statistics so she asked me another question “Just to
make sure, you need statistics from the city and not the county of San
Francisco? She didn’t wait for my agreement to that one, and started to look
for the answer by t telling me she will check the US Census Bureau.
– I reminded her about the rest of main question” Which kind of job they
work?.Is there Chinese food restaurant? she checked the library resources of
San Francisco, Then she wanted to make sure I can got access to that and
asked me if I’m student at San Francisco, I didn’t want to tell her I ‘m student
at SCSU in Connecticut because I have experienced before with another
reference librarian in Ohio that they only assisting their resident, and told me
to referee to one of the reference chat in CT, she made sure that she was
 serving a student at san Francisco, I actually don’t know why they do that, is it
because of the lack of virtual librarians in each area or what?
– I asked her What about the Restaurant? She referred me to one book in San
Francisco library, I waited for her to refer me to any online directory could
help me more but she didn’t, I didn’t ask her to search for a directory, but she
should answer question about stores or restaurant from any local or national
directory.
– I felt like she was smiling when I told her she is good librarian her comment
was “glad you called in!”
– I thanked her to end the session before they did that, I felt she wanted to leave
by telling me “Are you all set for now? ”

1- A transcript of my session with the service

AJCU Virtual Reference Session Transcript

Fro
m: AskALibrarian@tutor.com

You may not know this sender.Mark as safe|

Mark as junk

Sent
Mon 11/02/09 10:36 PM
:

To: hamybourham@hotmail.com

Date: 11/3/2009
Start Time: 1:00am
End Time: 1:30am
Category: U of San Francisco
Question: I need to know is their any Asian community live in San Francisco?, What
is their percentage % and way of life
================================================
Chat Log
*** Please Note: All sessions are recorded for quality control ***
You: I need to know is their any Asian community live in San Francisco?, What is
their percentage % and way of life
Helen D: Hello
Helen D: I see you are researching the Asian community in San Francisco?
You: Hello yes
Helen D: Just to make sure, you need statistics from the city and not the county of
San Francisco?
Helen D: Let's check the US Census Bureau first
You: I need to get more statistic information
Helen D: URL > http://quickfacts.census.gov/qfd/states/06/0667000.html
Helen D: ok, I was checking the Census first, here are some statistics that could be
helpful
You: Which kind of job they work?.Is there Chinese food restaurant, I love Chinese
food
Helen D: Let's check the library resources to see what information may be available,
Helen D: just to make sure since we serve many ACJU libraries, you are a University
of San Francisco student?
You: I am student Yes
Helen D: ok great I am just checking now to see which library resources will be most
helpful
Helen D: in case you hadn't seen it already, this is from the Bay Area Census
Helen D: URL >
http://www.bayareacensus.ca.gov/counties/SanFranciscoCounty.htm
You: .Great
Helen D: I was checking the library's Ethnic Studies guide,
Helen D: and found there are several reference books that could be helpful,
Helen D: here is the guide,
Helen D: URL > http://www.usfca.edu/library/research/ethnicstats.html
Helen D: You'll need to scroll down to "Asian American Statistics"
Helen D: In addition, there are several databases at the bottom of the guide,
Helen D: including Statistical Abstract of the United States and Lexis Nexis
Statistical that could be helpful
You: that 's great what about the restaurant
Helen D: Let me check for information about that now, it was Chinese food
restaurants?
Helen D: I was checking the library catalog and the Link Plus catalog,
Helen D: and found this book in Link plus
Helen D: URL > http://csul.iii.com/search~S0?/X( San Francisco)+and+(chinese
food)&SORT=D/X( San Francisco)+and+(chinese food)&SORT=D&SUBKEY=( San
Francisco) and (chinese food)/1,8,8,B/frameset&FF=X( San Francisco)+and+
(chinese food)&SORT=D&1,1,#
You: wonderful information Helen You are great Librarian
Helen D: glad you called in!
Helen D: are you all set for now?
You: is this book available in your library only
Helen D: It is available in the Link plus library, so as a USF student, you should be
able to request it using the link to Request this item
You: Thanks Appreciate your time
You: Good night
Helen D: good night, bye for now

Web Browser
http://academic.scranton.edu/department/wml/ajcu_vr/participants.htm
http://quickfacts.census.gov/qfd/states/06/0667000.html
http://www.bayareacensus.ca.gov/counties/SanFranciscoCounty.htm
http://www.usfca.edu/library/research/ethnicstats.html
http://csul.iii.com/search~S0?/X( San Francisco)+and+(chinese
food)&SORT=D/X( San Francisco)+and+(Chinese food)&SORT=D&SUBKEY=( San
Francisco) and (chinese food)/1,8,8,B/frameset&FF=X( San Francisco)+and+
(chinese food)&SORT=D&1,1,#

2- A comparison of in person reference transaction and the Chat reference

transaction.

– I think patrons receive more attention from the librarian through the Face- t-o
face or ( personal) reference interview as soon as they start it.
– There will be eye contact between theme in face – to- face interview, they’ll
see each other’s reaction
– Patrons will know what is the librarian doing, instead of waiting online.
– The smiling reaction which shows the librarian’s willing to help or the
satisfaction from patrons will be noticed through the Face- t-o face interview
– I think librarians in face to face interviews will provide more information about
the types of questions, they may use online or any other ready reference tools
available in the reference desk, but virtual librarian will have the answer most
likely from the available online services.
– Patrons may get a Xerox copy of answer to their questions from ready
reference tools, but in virtual chat they URL only will stay with patrons as
references to the answer, the answer itself could be lost after the end of
session.
– With the virtual reference the tone of voice will be missing either from the
librarians or their patrons.
– Patrons could end the interview whenever they want through the face -to- face
interview but most of the time virtual librarian end chat reference without
getting the agreement from patrons, and they always busy helping other online
chat

At the end of this assignment I would like to say that I had a very good experience
dealing as patrons with virtual librarian, I felt the needs of patrons , and learned
how to perform a good virtual reference services as it has to be with applying the
criteria of” Good Virtual Reference service”

Reference :
 IFLA (1999) Discussion Group on Reference Work Report The Virtual
Reference interview: Equivalencies: A discussion proposal by: Ann Viles.
International Federation of Library Associations and Institutions Retrieved
Nov 3, 2009. Form:
www.ifla.org