Program Details

• Reference in the Age of Wikipedia, Or Not… PowerPoint

This presentation will consider the role reference service has traditionally played in libraries and review it in light of the technological and social transformations brought on by Google, Wikipedia, and answer services such as ChaCha. These technologies have provided librarians with more powerful tools, but they may also make us obsolete.

Getting Better All the Time! Improving Communication and Accuracy in Virtual Reference

• Getting Better All the Time PowerPoint
• Getting Better All the Time handout

This session will provide you with the skills needed to understand the chat environment, to develop chat savvy, and to boost accuracy. Research results are reported from the “Seeking Synchronicity” IMLS grant.

Presenters: Marie L. Radford, Ph.D. Rutgers University and Lynn Silipigni Connaway, Ph.D., Senior Research Scientist, OCLC, Inc., OH

Marie L. Radford, Ph.D. Rutgers University, SCILS, is a frequent speaker about virtual reference, interpersonal communication, and service excellence. She is widely published and is an editor of Virtual Reference Service: From Competencies to Assessment (Neal–Schuman, 2008).

Lynn Silipigni Connaway, Ph.D., Senior Research Scientist, OCLC, Inc., OH, is a frequent speaker on information-seeking behaviors and user characteristics and their impact on library services and systems, including OPACS.

Expanding Service and Enhancing Learning: Preliminary Report on a Novel Virtual Reference Collaboration

• Expanding Service and Enhancing Learning PowerPoint

To address both the need for Virtual Reference training in LIS education and expansion of an online chat service, a novel collaboration was developed between the Association of Southeastern Research Libraries and the School of Library and Information Science at the University of South Carolina.  This paper will discuss the experience of the collaboration, as well as preliminary findings relating to its impact on students and libraries.

Presenters: Andrea Wright, Thomas Cooper Library, University of South Carolina and Feili Tu (did not attend), Ph.D., SLIS,  University of South Carolina, SC

Andrea Wright is a Science Reference Librarian in the Thomas Cooper Library at the University of South Carolina.  She received her MLIS from School of Library and Information Science at the University of South Carolina.  Her areas of interest include virtual reference services and information services for science, technology, and mathematics.

Feili Tu, Ph.D. is an Assistant Professor in the School of Library and Information Science at the University of South Carolina.  Dr. Tu received her Ph.D. from Texas Womanʼs University and an M.L.I.S. from Louisiana State University.  Her area of expertise in both research and teaching is in health informatics and health sciences librarianship with a strong academic background and experience in reference and information services, especially virtual reference services.

Come Together: Melding IM with an Existing Virtual Reference Service

• Come Together PowerPoint

Penn State Libraries used the lessons learned from earlier initiatives to create an Instant Messaging reference service based on best practices. This endeavor represents a sustainable, ongoing effort that is fully incorporated into the comprehensive university-wide Virtual Reference service.

Presenter: Samuel R. Stormont, Abington Library, Penn State University, PA

Sam Stormont is Head Librarian at Penn State Abington Library. He received his MS from the College of Information Science and Technology at Drexel University and his MA in Communications from Temple University. His research focuses on virtual reference services.

Session 2A 
1:00 – 2:30 pm
VR Varieties: Specialized, Blended, & Academic
Chair: Vince Mariner, Ask Here PA

Ohio’s Academic and Public Library Virtual Reference Partnership

• Ohio's Academic & Public Library VR Partnership PowerPoint

With the partnership with OhioLINK, KnowItNow has become one of a handful of statewide virtual reference services to successfully merge academic and public librarians. The presentation will look at the history behind this collaboration, the integration of college and university librarians into one service, and the expectations for the project going forward.

Presenters: Donald Boozer, KnowItNow Coordinator, Cleveland Public Library and; Megan S. Mitchell, Oberlin College Library, OH

Don Boozer is statewide Coordinator for KnowItNow. He has been a Subject Department Librarian in Literature at Cleveland Public Library and a KnowItNow provider, a Reference Librarian at Barberton (OH) Public Library, and a Library Assistant at Hershey (PA) Public Library.

Megan Mitchell is a Reference Librarian and the Electronic Services Coordinator at the Oberlin College Library.  As chair of the Web-based Reference Committee of OhioLINK, a consortium of 86 Ohio college and university libraries and the State Library of Ohio, she coordinates the academic librarians' participation in the KnowItNow service.

"r u there? i need help:" Virtual Reference at Kansas State University

• r u there? PowerPoint
• r u there? Handout

Kansas State University Libraries reference staff will discuss how they implemented instant and text messaging reference using Meebo (free!), how they market this service to patrons, and challenges they have encountered.

Presenters: Danielle Theiss-White, Laura Bonella, Jason Coleman, and Erin Fritch, of Kansas State University, KS

Danielle Theiss-White is the General Reference Coordinator at K-State Libraries. Prior to this position in Manhattan, Danielle was the Periodicals and Reference Librarian at Emory University from 2005-2007. She earned her MLS as well as a MA in Religious Studies from the University of Missouri, Columbia in 2005.

Laura Bonella is a Reference Generalist at Kansas State University.  She holds a MLS from Emporia State University and an MA and BA in Speech Communication from Kansas State. 

Jason Coleman has been a Reference Generalist at K-State Libraries since 1998, staffing Hale Library's Help Desk an average of 13 hours per week, and leading a variety of tours and one-shot sessions.  He holds an MLS from Emporia State University, a BA in Psychology from the University of Kansas, and a BS in Biology from Kansas State University.

Erin Fritch is a Reference Generalist and Student Supervisor at K-State Libraries.  She holds a Master of Arts in English and is entering a Master of Library Science program Fall 2008.

California AskNow Law Librarian Service

• California AskNow Law Librarian Service PowerPoint

California’s AskNow Law Librarian Service coordinators will describe the history and evolution this service, and explain the unique challenges of providing a legal virtual reference service. The presenters will describe what has and has not worked for this collaborative effort, and suggest methods for ensuring librarian and patron satisfaction with virtual reference.

Presenters: Mary Pinard, Sacramento County Public Law Library and Ralph Stahlberg, Los Angeles Law Library, CA

Ralph Stahlberg is a Reference Librarian at the LA Law Library. He received a B.A. in History from the University of California, Santa Barbara and a Master of Librarianship from the University of Washington. Ralph is a co-coordinator of California’s AskNow Law Librarian service.

Mary Pinard in a Public Services Librarian at the Sacramento County Public Law Library. Mary is a co-coordinator of California’s AskNow Law Librarian service.

Session 3A
3:00 – 4:30 pm
Ready, Set, Go! 90 Minutes to a Collaborative Virtual Reference Service (Panel)

• Link to Ready, Set, Go presentation

The coordinators of the cooperative virtual reference projects in Maryland, New Jersey, New York, and Pennsylvania will engage the audience in a rapid-fire panel presentation.  Get tips on a variety of topics, including: quality control, training, organization, communication, recruitment and staffing, collaborating with your software vendor, marketing and promotion, and evaluation of your service. 

Panelists:

• Beth Cackowski, Project Coordinator, QandANJ, NJ
  Beth Cackowski is the Project Coordinator for QandANJ.org, New Jersey’s 24/7 statewide virtual reference service. Beth has a diverse library background including positions with Coca-Cola, Georgia Highlands College and the Southeastern Library Network (SOLINET). Her current focus is on library services for Screenagers.
• Laura Osterhout, Western New York Library Resources Council, NY
  Laura Osterhout is the Regional Services Librarian at the Western New York Library Resources Council.  She is the project manager for Ask Us 24/7 and WNYLegacy.org, and is responsible for all regional training, preservation, and virtual reference activities.
• Vince Mariner, Statewide CoordinatorAsk Here PA, PA
  Vince Mariner, Ask Here PA Coordinator, has nearly 10 years experience working with multi-type library initiatives and providing library staff training.  Vince comes to Pennsylvania from Florida, where he was the coordinator of Florida's statewide live chat service.  Vince Mariner has his Masters in Library and Information Science from Florida State University.
• Julie Strange, Operations Supervisor, Maryland AskUsNow! MD
  Julie Strange is currently the Operations Supervisor for Maryland's statewide virtual reference service, Maryland AskUsNow! in charge of scheduling, troubleshooting, service quality, librarian enthusiasm, as well as AskUsNow!'s online presences.  Always looking for ways to better serve customers, her current professional focus is on interpersonal communication in virtual reference.

One OLIVE or Two: Shaking (or Stirring) Up Library Service with Videoconferencing: New Approaches to Reference Instruction

• One OLIVE or Two Handout
• One OLIVE or Two PowerPoint
• One OLIVE or Two Video

Come and hear about O.L.I.V.E. — virtual library service provided by video teleconferencing. OCLS has been successfully using video teleconferencing for several years as another outlet to reach customers remotely. Come and share in their experiences, and learn more about this innovative way to provide library service.

Presenters: Julie Ventura and Kathy Sanchez both of Orange County Library System, FL

Julie Ventura is the branch manager at South Creek Branch Library which is part of the Orange County Library System (FL). She has been employed there since 2002.

Kathy Sanchez is the assistant manager of the Technical Services department for the Orange County Library System (Florida). She has been employed with OCLS since April 2003

Reference Librarians Sharing Space with Information Technology: Five Ways to Ensure Success

• Reference Librarians Sharing Space PowerPoint

Susan Lieberthal will discuss how to plan collaborative projects between reference librarians and information technology, using 5 planning elements. She will first discuss a physical group space plan and then discuss a virtual space plan. This plan lets students in computer labs. get help with databases and other library-related materials without having to leave the computer they are working on. Where traditional library online chat comes to reference librarians through the library's web page, this new virtual help will be a link students have access to on all university computers and content management systems, bringing librarians and their expertise into the virtual world of the student.

Presenter: Susan P. Lieberthal, Stony Brook University Libraries, NY

Susan Lieberthal is Head of interlibrary loans, business librarian and an integral part of the reference and instruction teams. Originally from South Africa Susan worked for many years in the Boston area. She has also lived in Los Angeles but has finally settled on Long Island. Susan's expertise is in interlibrary loans, ILLiad software, managing personnel and project management.

Virtual Services Librarian: Bridge Between the Public Desk and IT

• Virtual Services Librarian Job Description
• Virtual Services Librarian Duties
• Virtual Services Librarian Pluses and Minuses

Reference librarians can provide a vital link between public libraries’ information technology departments and their frontline library staff. A Virtual Services Librarian shares her experiences in this new reference role within a busy suburban library system.

Presenter: Laurie Van Court, Douglas County Libraries, Castle Rock, CO

Laurie Van Court is a virtual services librarian with Douglas County Libraries District in Castle Rock, Colorado. She previously provided reference service for 3 branches and the District’s central Contact Center. Librarianship is Laurie’s second career, after 25 years as a commercial real estate appraiser.

Session 2B 
1:00 – 2:30
"Okay, This is Just Too Weird:" Identifying Outreach Opportunities in Facebook (Panel)

• Okay, This is Just Too Weird PowerPoint

Social networking sites like Facebook offer libraries unique opportunities for reaching students. We present the findings of our mixed-method study, which examined students' use of Facebook and library resources, and made recommendations for our library's Facebook initiatives.

Panelists:

• Christopher Bloechl (did not attend), Gelman Library, The George Washington University, Washington DC
  Christopher Bloechl is an ethnographic consultant for Gelman Library at The George Washington University. He recently completed his M.A. in anthropology at GWU, and will begin work on his doctorate degree at the University of Chicago this autumn. His research interests include the study of language use in online domains, social and semiotic approaches to media and media technologies, and anthropological theory.
• David Bietila, Gelman Library, The George Washington University, Washington DC
  David Bietila is Web Services/Reference Librarian for Gelman Library at George Washington University in Washington, DC. He was previously employed as a Systems Librarian at the Washington Research Library Consortium. He is currently working on migrating Gelman Library's site to a content management system.
• Elizabeth Edwards, Gelman Library, The George Washington University, Washington DC
  Elizabeth Edwards is Reference/Technology Librarian at the Gelman Library at George Washington University. She is current pursuing a Certificate of Advanced Study through the University of Illinois Urbana-Champaign. Her research interests include computer mediated communication, online learning, instructional technology, and issues of trust and community online.

Session 3B
3:00 – 4:30 pm
Organizing People & Software Options for Maximum Service (Workshops)
Chair: Wayne Bivens-Tatum, Princeton University Library, NJ

Instant Messaging & Collaborative VR: Developing Software to Make it Work

The University of Illinois’ IM Collaborator software combines the best features of Instant Messaging and commercial chat software. The system will allow patrons to contact us via IM, but offers the library a shared queue, reporting, and other advanced features.

Presenter: M. Kathleen Kern, University of Illinois, IL

M. Kathleen Kern co-manages the virtual reference service at the University of Illinois at Urbana Library. Her book, Virtual Reference Best Practices: Tailoring Services to Your Library, will be published this fall by ALA Editions.

Three to Get Ready: A Trio of Chat Configurations for 24/7 Coverage

• Three to Get Ready PowerPoint
• Three to Get Ready handout

The "Subject-Based Chat" and "IM Chat" reference pilot projects at the University of Southern California (USC) Libraries will be discussed as augmentations to pre-existing chat coverage through OCLC’s QuestionPoint cooperative. 

Presenters: Susan Gardner and Shahla Bahavar, both of University of Southern California Libraries, CA

Susan Gardner is the assistant reference coordinator for the University of Southern California (USC) Libraries.

Shahla Bahavar is the reference coordinator for the University of Southern California (USC) Libraries.

Organizational Shift and its Effect on Reference Service

• Organizational Shift PowerPoint

This field report will summarize how the 13 campus libraries have been performing electronic reference and the changes over the past 18 months. Specifics will focus on the Management Library and how it has lead the way in Reference outreach efforts (including a browser toolbar, blogs, web page widget, wikis & a display screen.)

Presenter: George Bergstrom, Management & Economics Library, Purdue University Libraries, IN

With a BS in Computer Science in 1999 and an MLS in 2003, George Bergstrom is always looking for new and innovative ways to improve customer service. His research interests include gaming and its uses for teaching information literacy.

Dinner on Your Own

Session 1C
10:30 am – Noon
Staff Training in the 21st Century (Panel)
Chair: Michael Whitchurch, Harold B. Lee Library, Brigham Young University, UT

Reference has changed significantly in the current age of technology and online access.  Library users no longer are looking for general reference information in the library (once the best location for such information).   Instead, everyday information seeking tends to take place using online sources, including encyclopedias, websites and news sources, without the aid of a librarian or library worker.  Library employees, then, need to be trained in a different way than has been done in the past.  Training in how to handle technology questions also needs to be included.  What is the best approach to training the new library employee?  How do we ensure that the employee has the right knowledge at the time they need it?  And what do we do to keep on top of the technology that will inevitably change?  These questions, among others, will be addressed by a panel of five librarians and library trainers.

Panelists:

• Michael Whitchurch, Harold B. Lee Library, Brigham Young University, UT
  Michael Whitchurch is the head of the Information Commons at Brigham Young University.  He received his MLIS from the University of Illinois at Urbana-Champaign in 1999 and has since held many responsibilities relating to instruction in technology.
• Leslie M Haas, Loyola University Chicago, IL
  Leslie M. Haas is the Director of the Klarchek Information Commons at Loyola University Chicago.  Leslie has been a librarian for approximately 20 years and has always been in public services. She has her MLS from the University of Arizona and has an undergraduate degree in business.
• Beth Jones (presented remotely), Jefferson County Public Library, Lakewood, CO
  Beth Jones is a Training and Organizational Specialist for the Jefferson County Public Library system in Lakewood, CO.  Her degree is in Business Management from Texas A & M University, and she has an Organizational Development Certificate from Mountain States Employment Council. 
• Missy Shock (did not attend), Douglas County Libraries, Castle Rock, CO
  Melissa Shock is the Training Manager for the Douglas County Libraries in Castle Rock, CO.  She has a Masters in Education in Information and Learning Technologies.
• Flora Shrode, Merrill-Cazier Library, Utah State University, UT
  Flora Shrode works as Head of Reference & Instruction Services at Utah State University's Merrill-Cazier Library and as lisiaon to the Biology and Chemistry & Biochemistry departments.  Her personal interests include hiking, biking, reading, and hanging out with her husband and friends.

Who’s on First? Trends in Staffing the Academic Library Reference Desk

Who, if anyone, should staff the reference desk? This presentation will confront the controversy, share results of a study conducted by a state university system library work group charged with addressing that question, and ask you to join in the conversation on academic library reference service staffing.

Presenter: Jill Markgraff, McIntyre Library, University of Wisconson-Eau Claire, WI

Jill Markgraf is interim head of reference and instruction at McIntyre Library, University of Wisconsin-Eau Claire, and has been a reference librarian for almost 20 years.

"Traditional" vs. "Hipster" Librarians

• "Traditional" vs. "Hipster" Librarians PowerPoint
• Traditional vs Hipster Talk

How can we alleviate tensions and reconcile the differences between old-fashioned, “traditional” librarians and tech-savvy “hipster” librarians? This presentation takes a look at the paradigm shift from “system-centered” to “user-centered” librarianship in order to understand how and why these differences have arisen, and anticipates the next paradigm shift to “knowledge-centered” librarianship.

Presenter: Hannah Kwon, Ph.D. Student, Rutgers University, SCILS, NJ

Hannah Kwon is a second-year Ph.D. student at Rutgers University and a former reference librarian. Her current research interests include the sociology of users and non-users, and the nature of knowledge construction.

Expert Staffing: the Best Service Model

• Expert Staffing PowerPoint
• Expert Staffing the Best Staffing Model Presentation

- Presentation did not occur as presenter’s flight was cancelled

At UMass Amherst Du Bois Library's Learning Commons, only Reference librarians staff the Reference & Research Assistance desk. Our multi-modal study indicates that users and librarians strongly prefer this expert staffing model.

Presenter: Elizabeth B. Fitzpatrick, Reference Librarian, W.E.B. DuBois Library, University of Massachusetts Amherst

Elizabeth B. Fitzpatrick has been a Reference librarian at W.E.B. Du Bois Library, University of Massachusetts Amherst, since 1995. A generalist, she is Reference Bibliographer and Liaison to Anthropology, Communication and Comparative Literature.

Session 3C
3:00pm – 4:30pm
You Bought It, Now Sell It! Creating a Reference Renaissance in the Public Library by Merchandising Collections and Services (Panel)

• You Bought It, Now Sell It! Creating a Reference Renaissance in the Public Library by Merchandising Collections and Services Power Point (Bernadine Goldman and Lizzie Eastwood)
• You Bought It, Now Sell It! Merchandising Reference Services PDF (Karen Long)

This panel discussion will explore ways to increase the visibility and usage of public library reference by merchandising our hybrid collections and marketing our varied service approaches in an ever-changing environment.

Panelists:

• Bernadine Goldman, Los Alamos County Library System, NM
  Bernadine Goldman, a longtime librarian and lifelong learner, earned her MLS in 1968, and refreshed it in 2007 with an MPA degree.  She has a strong interest in public service, and is currently Assistant Library Manager at Los Alamos County Library System.
• Lizzie Eastwood, Los Alamos County Library System, NM
  Lizzie Eastwood gained her MLIS from Dominican University, IL in 2000 and has worked in the Reference section of LACLS since 2004.  She has special interest in health information, and is a regular book reviewer of consumer health titles in Library Journal.
• Karen Long, Farmington Public Library, NM
  Karen Long received her MLS in 2007 and is currently an Adult Services Reference Librarian at Farmington Public Library, NM.  An active participant in RUSA, she is enthusiastic about contributing to libraries and their users.

Women’s Ways of Information Seeking: a Feminist Analysis of Information Behavior and Evaluation

This paper explores how the five stages of intellectual development found in the classic feminist text, "Women's Ways of Knowing," can be used to better understand the information seeking behaviors of female users in academic libraries.

Presenter: Beth Strickland, University of Colorado at Boulder, CO

Beth Strickland is currently a Social Sciences Librarian at the University of Colorado at Boulder. She received her MLIS degree from the University of Denver, and also has a MA in Women's Studies from San Diego State University.

Reference as Teaching: Breaking Barriers for International Students

• Reference as Teaching PowerPoint

Universities have increased their cultural diversity in recent years, making it necessary for libraries to better serve international students and improve their information literacy skills. We will discuss reasons for international students' difficulties in library use and present solutions to these barriers vis-à-vis using teaching techniques in reference transactions. The analysis is drawn from academic library work experience, original research on international students in Canada, and educational theory. 

Presenters: Yusuke Ishimura, Ph.D. Student, McGill University and Megan Fitzgibbons, Humanities and Social Sciences Library,  McGill University, Canada

Yusuke Ishimura is a Ph.D. student at McGill University's School of Information Studies. His research focuses on the information literacy of international students in North American universities and how this population can be better served.

Born and raised in Colorado Springs, Megan Fitzgibbons is the Political Science liaison librarian at McGill University, where her work involves instruction, reference, and outreach to the campus community.

Balance of Power and Negotiation of Meaning in Virtual Reference Learning Environments

• Balance of Power PowerPoint
• Balance of Power Bibliography

Using quantitative and qualitative analyses of 250 virtual reference transcripts, this study attempts to identify cognitive connections between a librarian and a student in the co-construction of meaning. It also addresses whether there is a correlation between student empowerment and the overall efficiency of the virtual reference session.

Presenter: Mary Kickham-Samy, Ph.D. Student, Old Dominion University, Norfolk VA and Librarian, Macomb Community College, MI

Mary Kickham-Samy, a librarian at Macomb Community College in Michigan, is the training coordinator for the Michigan Virtual Reference Collaborative. In addition, she is a doctoral student in Instructional Design and Technology at Old Dominion University in Norfolk, VA.

Reference Librarians' Personal Theories of Practice: A New Approach to Studying Reference Service

• Reference Librarians' Personal Theories of Practice PowerPoint

Reference librarians’ personal theories of practice offer a new way to understand and improve reference service. This paper explores how they have been used in other professions and their potential for reference librarianship.

Presenter: Amy VanScoy Amy VanScoy, Ph.D. Student, University of North Carolina at Chapel Hill, Librarian, North Carolina State University Libraries, NC

Amy VanScoy is Associate Head, Research & Information Services at the North Carolina State University Libraries and a doctoral student at the School of Information & Library Science at the University of North Carolina at Chapel Hill.

Improving Reference Services through Assessment

• Improving Reference Services through Assessment PowerPoint

Evaluation and assessment of reference services are concerns shared by many academic librarians. The presenter will provide an overview of the instruments used by the Washburn University Libraries, including WOREP and the READ Scale, to assess the outcomes of walk-up and virtual reference transactions, benchmark performance and monitor subsequent changes

Presenter: Judy Druse, Mabee Library, Washburn University, Topeka, KS

Judy Druse is the Interim Assistant Dean of Libraries at the Mabee Library, Washburn University, where she has been employed since 1987. Her MLS degree is from Emporia State University, Kansas.

You Virtually Can’t Miss Us: Harnessing Virtual Tools to Enhance the Quality of Our Reference Services

We will be sharing some of the issues faced, changes made and tools developed for our operations to meet the lifestyle changes of users of reference services in Singapore

Presenters: Judy Ng (did not attend), Ivy Lee Huey Shin (did not attend), and Yit Chin Chuan, all of Lee Kong Chian Reference Library, National Library Singapore

Presenter Mr Yit Chin Chuan is a Senior Reference Librarian at the Lee Kong Chian Reference Library, the National Library of Singapore. He has been working in the library service for more than 10 years covering Public Libraries, Service Development and more recently taking care of Science and Technology subjects for the Reference Services. Yit can be contacted at chinchuan@nlb.gov.sg .

Co-author Ms Ivy Lee Huey Shin is a Reference Librarian at the Lee Kong Chian Reference Library, the National Library of Singapore. She has 9 years of library experience working as an adults and young people librarian before moving on to the National Library to specialise in reference and research services. Ivy's research interest include virtual reference and collections development. Ivy can be contacted at Ivy_LEE@nlb.gov.sg .

Co-author Ms Judy Ng is the Deputy Director of the National Reference & Special Libraries, the National Library of Singapore. She has 22 years of library experience and is currently overseeing the Lee Kong Chian Reference LIbrary and 13 government libraries. She had served in different postings and had experience in running the Public Libraries as well as Reference Library. She is involved in the development of collaborative reference services at the National Library. Judy received a Masters in Library and Information Science from the University of Western Ontario, Canada. Judy can be contacted at judyng@nlb.gov.sg .

Shared Expert-Based Reference Services: Using People Instead of Books, Databases or Documents

• Shared Expert-Based Reference Services PowerPoint

Learn how to identify and develop successful working relationships with experts. Access cutting edge, peer-based research, build community outreach and create reference partnerships within your community or institution.

Presenter: Pat Wagner, Pattern Research, Denver, CO

Pat Wagner and husband Leif Smith have been offering research services for innovators since 1975. Pat also consults with libraries and related organizations on personnel, management, leadership and marketing.

Intentional Reference: Implementing Formative Assessment through Reflective Peer Facilitation

• Intentional Reference PowerPoint
• Collaborative Peer Conversations
• Role of the Facilitator

A primary characteristic of an outstanding teacher is intentionality. Reflective peer facilitation requires a relatively small investment of ten to fifteen minutes before and after a reference session and offers colleagues the opportunity to delve into the art of reference through collaborative conversations. Simple, direct, and meaningful is the best description of this process to construct intentional reference.

Presenter: Dale Vidmar, Southern Oregon University Hannon Library, OR

Dale Vidmar is a full professor and Information Literacy and Instruction Librarian at the Southern Oregon University Hannon Library. He is the current chair of the University Assessment Committee and is committed to improving teaching and student learning through formative means of assessment.

The Sneaky Reference Librarian: Drawing in the Community for Information Literacy Programs

• The Sneaky Reference Librarian: PowerPoint

This workshop focuses on specific ways to step out from behind the reference desk to actively engage patrons in information literacy programs geared to meet their needs and presented in a way that entertains and enriches.

Presenter: Sarah Lawton, Wilkinson Public Library, Telluride, CO

Sarah Lawton came to the world of reference from a background as a bookseller in an independent bookshop.  Her emphasis on customer service and innovative programming inform her work as Adult Services Assistant at Wilkinson Public Library in Telluride, Colorado.

Session 1E
10:30 am – Noon
Education for Future Reference: A Points-of View Panel
Chair: Mary Cavanagh, Ph.D. Candidate, University of Toronto, Canada

This interactive panel will present and discuss a status report on reference education in North America, highlighting the points-of-view of different stakeholders: students, professionals, instructors and researchers.

Panelists:

• Luanne Freund, Ph.D., University of British Columbia, Canada
  Luanne Freund, Assistant Prof, School of Library, Archival and Information Studies, University of British Columbia, teaches both core and subject-based reference courses.
• Christina Nilen, MLIS Student, University of British Columbia, Canada
  Christina Nilsen, MLIS student at University of British Columbia and student reference intern at a major academic library.
• Sara Holder
  Sara Holder is Education Liaison Librarian at McGill University with reference experience in multiple types of information settings.

• Everyone is One PowerPoint
• (Everyone is One) ALA/APA National Library Support Staff Handout
• For more on Library Support Staff competencies please click here or contact Diana Shonrock
• (Everyone is One) Reference Competencies Handout
• (Everyone is One) Reception Desk Competencies Handout
• (Everyone is One) Reference and Information Services Competencies Handout
• Everyone is One Responses to the Exercise

Workshop Description: How can we continue giving the best possible service, ensuring staff are able to offer excellent service to each library user no matter where? Includes available resources and a lively discussion.

Presenter: Diana D. Shonrock, Iowa State University

Diana D. Shonrock, Reference, Instruction and Collection Development Librarian, Iowa State University, Immediate Past-President of RUSA, Member of the ALA/APA Library Support Staff Certification Panel

Session 3E
3:00 – 4:30 pm
MLIS Student Perspectives on Virtual Reference: Pre & Post AskColorado Experiences — With Advice for Libraries!
Chair: Kris Johnson, AskColorado Coordinator, Denver, CO

MLIS students offer a unique perspective on library services from those of us working in the field. They can also offer informed feedback different from that of the general public. In this panel, students share their perceptions of virtual reference after becoming “insiders” working for AskColorado, Colorado’s statewide collaborative VR service.

Panelists:

• Kris Johnson, AskColorado Coordinator, Denver, CO.
  Kris Johnson is a Virtual Reference Consultant for the Colorado State Library and the AskColorado Coordinator. Prior to this she was a tenured academic librarian at California State University, Chico.
• Susan Goldman, student, University of Denver, Library and Information Science Program.
  Susan Goldman is a current student in the University of Denver Library and Information Science Program. She volunteers to staff the AskColorado service and has worked with two AskColorado librarian mentors.
• Kyra Hahn, 2007 graduate, University of Denver, LIS
  Kyra Hahn is a 2007 graduate of the University of Denver Library and Information Science Program. She volunteered to staff the AskColorado service and is employed as a librarian at Douglas County Libraries, CO.
• Kristen Laughlin, student, University of Alabama School of Library and Information Studies
  Kristen Laughlin is a distance education student at the University of Alabama School of Library and Information Studies. She completed an internship with AskColorado Spring 2008, and works as a circulation clerk at Denver Public Library.
• Catherine (Katie) Meis, 2007 MLIS graduate, University of Denver, LIS
  Catherine (Katie) Meis is a 2007 graduate of the University of Denver Library and Information Science Program. She completed a service learning project with AskColorado and is currently a library assistant at Rangeview Library District, CO.
• Shannon Smith, recent graduate, University of Denver, LIS
  Shannon Smith is a June 2008 graduate of the University of Denver Library and Information Science Program. She volunteered to staff the AskColorado service and is employed as a librarian at Rangeview Library District, CO.
• Diane Tobin, Recent graduate, University of Denver, LIS
  Diane Tobin is a June 2008 graduate of the University of Denver Library and Information Science Program. She currently volunteers to staff the AskColorado service and is employed as an administrative support assistant at Denver Public Library.
• John Twigg, 2007 graduate, University of Denver, LIS
  John Twigg is a 2007 graduate of the University of Denver Library and Information Science Program. He currently volunteers to staff the AskColorado service and is employed as a manager of field technology at Regis University, Denver.
• Mary Elizabeth (Beth) Strickland, 2007 graduate, University of Denver, LIS
  Mary Elizabeth (Beth) Strickland is a 2007 graduate of the University of Denver Library and Information Science Program. She conducted research project into website marketing of the AskColorado service and is currently employed as a Social Sciences Librarian at the University of Colorado, Boulder.

Session 1F
10:30 – 11:00 am
Plunkett

Using Plunkett Research to: create industry summaries and intelligence with Build–A–Report; support sales and prospecting with contact list exports; and support business and academic needs with our trends and statistics.

Presenter: Emily Hurley

Plunkett Research provides affordable, innovative industry data. Our products provide access to industry-specific: trend analysis, statistics, contacts and company data. We enable you to quickly build reports and contact lists.

11:00 – 11:30 am
Paratext

The Reference Universe Cumulative Index Service

Reference Universe is the only cumulative index service for reference works in existence. Libraries can now search their e-book and print reference collections in a way never before possible.

Presenter: Eric M. Calaluca

Eric M. Calaluca is founder and president of Paratext, and the developer of Reference Universe. Paratext publishes Reference Universe; 19th Century Masterfile and Public Document Masterfile.

11:30 am – Noon
Compendium

Compendium will demonstrate Desk Tracker, the customizable public service statistics system, and Knowledge Tracker, a new reference management solution developed in cooperation with University of Chicago

Presenter: Ben Myers

Compendium provides hosted public service applications to a large subscriber base including ARL and other top research institutions, public libraries of all sizes, and government and corporate libraries.

Giving Great Customer Service to Library Users Who Won't Ask for Help.

After 110 year of service to the library community, the H.W. Wilson Company understands the enthusiastic and the reluctant library user. Each should leave the library or your virtual library with the same level of extreme satisfaction.  Listen and see how WilsonWeb meet the needs of all users, even those who won't ask for help. 

Presenter: Bruce Preslan

1:30 – 2:30 pm
Tutor.com

Quality Control: Virtually Essential!

• Quality Control PowerPoint

Learn how a mentoring system increases the quality of virtual reference. Tutor.com’s mentoring system incorporates several quality control and feedback cycles which can be implemented in your own virtual reference service.

Presenters: Maryelizabeth Gano, Melissa Harter and Erin McCaffrey

Maryelizabeth Gano is a Mentor Manager at Tutor.Com.  She holds a BA in Economics and French and an MBA from Hood College and obtained her MSLS at Catholic University.  Maryelizabeth began working in virtual reference in 2001 with LSSI’s Web Reference Center and has been with Tutor.Com since 2003. (mgano@tutor.com)

Melissa Harter, MSLS, Mentor for Tutor.com has worked in libraries for 19 years.  She started working in a law firm library right after obtaining her undergraduate degree in International Relations from Washington College in 1987, and then a MSLS degree from Catholic University in 1997.  Melissa has worked as an LBR, and later mentor, for Tutor.com since 2003.  She lives now in Maryland with her husband and two children. (mharter@mentors.tutor.com)

Erin McCaffrey, Digital Systems Librarian, Regis University Library — AJCU, is the Digital Systems Librarian, and virtual reference coordinator, at Regis University. She has experience in distance learning, reference and instruction, and web-based library services.  Erin earned her Master of Library and Information Science degree from Dominican University and a BA in Psychology from DePaul University.  (emccaffr@regis.edu)

QuestionPoint 24/7 Reference

QuestionPoint 24/7 Reference is a software package that allows you to meet your users at their point of need.  Features include chat, email, widget, knowledge base and full administrative tools.

3:30 – 4:00 pm
Ovid

What’s New with Ovid

Ovid, a Wolters Kluwer Health business, is a global leader in providing electronic medical, scientific, and academic research solutions.  Our new OvidSP platform delivers a powerful, simplified search experience combining the best of Ovid and SilverPlatter precision search technology.  We deliver a unique combination of relevant, current and accurate content, robust search, discovery, and productivity tools with award-winning customer support services to simplify and speed the research process.

Presenter: Tina Frye

4:00 – 4:30 pm
Greenwood Press

Come explore Pop Culture Universe...

Greenwood Publishing will be presenting the newly released Pop Culture Universe (PCU), the resource Library Journal calls, "colorful, vibrant, and difficult to log out of for anyone who loves, lives, or teaches pop culture." Give you patrons what they want! With over 300 volumes of proprietary, full text material and more than 6,000 images PCU is the only authoritative virtual library on it's topic.

Presenter: Jeff Adams, CO Account Manager

News from the Front: Effects of QuestionPoint’s IM Widget on Chat Traffic

• News from the Front PowerPoint

This session will be an analysis and comparison of patron behaviors and traffic patterns in "full-featured" chat and the new qwidget (OCLC QuestionPoint’s recently released meebo-like IM application) at Cornell University.

Presenter: Virginia Cole, Olin Library, Cornell University, NY

Virginia Cole is a Reference and Digital Services Librarian/Medieval Studies Bibliographer at Olin Library, Cornell University’s humanities and social sciences library.  Her current research interests are online communication and medieval poverty.

Implementing "Predatory Reference": Fun and Innovative Approaches to Moving Reference Beyond the Library

• Predatory Reference PowerPoint

Put on your thinking caps for this one! The first portion of the session will be a quick overview of various libraries' efforts to extend their reference activities into new venues--dorms, discussion boards, etc. This will be followed by a brainstorming session where audience members can suggest their own ideas on how to find reference questions in new places.

Presenter: Bill Pardue, Arlington Heights Memorial Library, IL

Bill Pardue is the Virtual Services Librarian at the Arlington Heights (IL) Memorial Library and a member of the Advisory Committee for the AskAway Illinois virtual reference project. He's also an avid amateur astronomer and soccer fan. During conversations at the 2007 Collaborative Virtual Reference Symposium in Denver, he got the idea for "Slam the Boards." Who knows what trouble the Reference Renaissance conference will get him into?

Quick Screencasts for Distance Reference

New tools make it quick and easy to create and post online videos of screen actions, with audio. These online video demonstrations can be built with a minimum of effort for distant library users. This session covers a variety of software for creating and hosting screencasts.

Presenter: Greg R. Notess, Montana State University, MN

Greg R. Notess is reference team leader and a professor at Montana State University. He has been writing, speaking, and consulting about Internet information resources and search engines since 1991. A three-time Information Authorship award winner, he is the "On the Net" and "Internet Search Engine Update" columnist for ONLINE. He is the author of the several books including his latest, Teaching Web Search Skills: Techniques and Strategies of Top Trainers, and is an internationally-known conference speaker.

• Link to Libraryh3lp PowerPoint

A collaboration to offer late-night VR service by the libraries at the University of North Carolina at Chapel Hill, Duke University, and North Carolina State University led to the creation of an integrated web chat and IM solution for libraries. Come learn about Libraryh3lp.

Panelists:

• Josh Boyer, North Carolina State University, NC
  Josh Boyer is Associate Head, Distance Learning and Research & Information Services, D.H. Hill Library, North Carolina State University.
• Jean Ferguson, Duke University, NC
  Jean Ferguson is Head of Research and Reference Services, Perkins Library, Duke University.
• Eric Sessoms, Nub Games, Inc.
  Eric Sessoms, co-developer of Libraryh3lp, is Executive Consultant for End-to-End Data Operations and for the US National Radio Astronomy Observatory.
• Pam Sessoms, University of North Carolina at Chapel Hill, NC
  Pam Sessoms, co-developer of Libraryh3lp, is Electronic Reference Services Librarian, Davis Library, University of North Carolina at Chapel Hill.
• Amy VanScoy, Ph.D. Student, University of North Carolina at Chapel Hill, Librarian North Carolina State University, NC
  Amy VanScoy is Associate Head of Research & Information Services, D.H. Hill Library, North Carolina State University.

• Plenary Panel Podcast

Session 6A
3:15 – 4:45 pm
Connecting to Users with Chat & Texting
Chair: Sam Stormont, Penn State University

Apples & Oranges: A Comparison of Proprietary Chat Reference Software Versus Free Instant Messaging Services

• Apples & Oranges PowerPoint

This interactive workshop will analyze two different means of providing chat reference: proprietary chat software and free instant messaging software. Are these services mutually exclusive or complementary?

Presenters: Lorrie Evans, Nina McHale, Karen Sobel, all of the Auraria Library, University of Colorado, Denver

Lorrie Evans is head of Library Instruction Services at Auraria Library, which serves the University of Colorado Denver, Metropolitan State College of Denver and Community College of Denver. She has been involved with reference and instruction in academic libraries for 20 years, with previous experience at the University of Denver, James Madison University and Clemson University. She holds a Master of Library Science from the University of Maryland and a Master of Science in Cognitive Psychology from Kansas State University.

Nina McHale is Assistant Professor, Web Librarian at the Auraria Library in Denver, which serves the University of Colorado Denver, Metropolitan State College of Denver, and the Community College of Denver. She has experience in reference and systems, and prior to coming to Auraria, she held academic positions at Howard Community College (Columbia, Maryland) and Georgetown University. Her research interests include Web and Library 2.0, usability testing, user-centered design, and federated searching. She holds a joint MA/MSLS in English and Library Science from The Catholic University of America.

Karen Sobel has been an Assistant Professor and Reference and Instruction Librarian at Auraria Library, which serves the University of Colorado Denver, Metropolitan State College of Denver and Community College of Denver, since January 2008. She holds a Master of Science in Library Science and a Master of Arts in English from the University of North Carolina at Chapel Hill. Her interests include instruction for first-year college students, development of online educational materials, and assessment of learning during library instruction.

Text Message in a Bottle: Text Messaging Reference at Yale Science Libraries

• Text Message in a Bottle

Enhancing and expanding traditional and virtual reference services with text messaging can be easy for all libraries, but it requires a new set of technical and managerial considerations. This report from the field explores the practical concerns and shares lessons learned by the Yale Science Libraries as they implemented a text messaging reference service.

Presenter: Joseph Murphy, Kline Science Library, Yale University, CT

Joe Murphy has worked as a science librarian at Yale University since February 2007. He received his MLISc from the University of Hawaii in December, 2006.

A Comprehensive Assessment of Chat Reference Service Users: A Case Study and a Toolkit

• Link to A Comprehensive Assessment of Chat Reference Service Users PowerPoint
  This may take a few minutes to load. The presentation will start as soon as it’s done loading.

This paper will report on a five-year statistical user analysis of a chat reference service at a large, multi-campus public research university. The techniques in this question analysis will be offered as a convenient evaluation toolkit, including methods of statistical sampling, an array of question typologies, and tips for creating a locally-searchable transcript database.

Presenters: Mary Frances McLaughlin and Susan Ware, both of Penn State University

Susan Ware is a Reference and Instruction Librarian at Penn State ­ Brandywine Campus in Media, PA. She serves on and coordinates Penn State's Virtual Reference Service and serves as co-chair of the Virtual Reference Task Force. Susan received her M.S.L.S. from Atlanta University and a B.S. in Education from Temple University. She co-authored the article "Ask a Penn State Librarian, Live. Virtual Reference Service at Penn State" in The Reference Librarian.

Mary Frances McLaughlin is a Reference and Instruction Librarian at Penn State - Brandywine Campus in Media, PA.  She serves on Penn State's Virtual Reference Service and manages the service transcripts and use statistics.  Mary Fran also supports student and faculty use of the campus Digital Commons - a digital recording and editing studio. She received her MSLIS from Drexel University and a BS in Mathematics from Villanova University.

Session 4B 
8:45 – 10:15 am
Sculpting Services: Models for Creative Change
Chair: Julie Strange, Maryland AskUsNow!

Neo-Reference — Looking for Real Change

• Neo-Reference PowerPoint

The digital revolution burst the reference room apart.  We have two choices, we can continue as traditionalists or we can expand into new territory, mastering a higher level of skill and far more complex tools. In our paper we propose three vectors for exploring this new space--aggregation, complexity and creation.

Presenters: Susan Beatty, Head, Information Commons, University Library, University of Calgary, Canada and Helen Clarke, Head, Collection Services and Electronic Resources Librarian, University Library, University of Calgary, Canada

Susan  Beatty is the Head, Information Commons, University of Calgary, Canada. She has extensive experience in managing excellent customer service in both academic and public libraries.  Her main responsibility is coordinating the delivery of reference service and technical support in the Information Commons.  It is her belief that the best service within Information Commons is provided through collaboration with other academic units. Susan has presented at various international conferences in Hong Kong, New Zealand, United States, England and Scotland.

Meeting User’s Needs Through New Service Models

• Meeting User’s Needs PowerPoint

This paper will discuss different modes of reference service delivery including e-mail, chat, and instant messaging. More recent reference models are being developed to reach users both in the library and externally.  This includes the use of tablet PCs and wireless voice technology as well as web 2.0 applications.  

Presenter: Kay Cassell, Ph.D., Rutgers University, SCILS, NJ

Kay Ann Cassell is a lecturer in the School of Communication, Information and Library Studies at Rutgers University (NJ) and the Director of the MLIS program.  Until 2006 she was the Associate Director for Collections and Services at the New York Public Library.  Ms. Cassell is also the co-author of Reference and Information Services in the 21st Century published by Neal-Schuman in 2006.

The Medium is Not the Message: A Model of Networked Reference for the 21st Century

• The Medium is Not the Message PowerPoint

The discussion of "virtual reference" seems to frequently get bogged down in the delivery mechanism rather than the more essential value of 21st century communications, the ability to use the network to deliver the best information to library users in an timely and effective manner.   This program will examine the “Arlington Heights/QuestionPoint” model of networked reference, in which local librarians are available during hours the library is open to take local questions from all sources with network backup and referral capabilities to ensure positive outcomes.

Presenter: Bruce Brigell, Skokie Public Library, Skokie, IL

Bruce Brigell is Coordinator of Information Services at Skokie Public Library. He has been a professional reference librarian for over 30 years and has been involved in various online reference consortia in Illinois since the turn of the century. He currently serves on the Advisory Board of AskAway Illinois.

Session 5B
10:30 am – Noon
Loving Library 2.0 (Workshops)
Chair: Joseph Thompson, Maryland AskUsNow!

Wikis, Blogs and Add-ons: Taking Advantage of Online Tools

• Wikis, Blogs and Add-ons PDF

In the last couple years many free, online tools have helped people communicate in a more dynamic manner. This demonstration workshop will discuss how Web 2.0 tools (e.g. iMacros, wikis, RSS, del.ici.ous, Yahoo Pipes) may assist reference librarians.

Presenter: Todd Quinn, Northern State University, Aberdeen, SD

Todd Quinn is the Reference Services Coordinator at Northern State University in Aberdeen, South Dakota. He has presented on virtual reference, embedded librarians, and librarian-faculty collaborations. He is always looking for new tools to benefit students and faculty. The South Dakota Library Associate awarded him the New Librarian of the Year in 2002.

Becoming Ambient: Finding Reference Services and Me (Or How I Learned to Stop Worrying and Love Library 2.0)

• Link to Becoming Ambient presentation

Moving reference services beyond our physical desks is not just a professional evolution, it is a personal transformation. My digital outreach exceeds my analog grasp. On the Internet they don't know that you are an "old dog" learning new tricks.

Presenter: Lance J. Heidig, Uris Library, Cornell University, NY

Lance Heidig is a Reference and Instruction Librarian in the Cornell University Library's Collections, Reference, Instruction, and Outreach department.  His work there is concentrated on the integration of traditional and digital library services with a focus on web-based instruction.

Reference and Information Services for Library Customers You May Never Meet

• Reference and Information Services for Library Customers You May Never Meet PowerPoint
• Reference and Information Services for Library Customers You May Never Meet Notes

Hennepin County Library customers are using the library in ever increasing numbers but not in traditional ways.  Statistics for 2007 show a 41% increase in remote usage which comprises 84% of all library website use.  We need to respond and provide reference assistance and service for these customers who may never step foot in our physical buildings.  Presenter will report on how Hennepin County has addressed these changes. 

Presenter: Christine Clifford, Hennepin County Library System, Minnetonka, MN

Christine Clifford is a Senior Web Services Librarian for Hennepin County and has been with the county for 19 years.  She has coordinated the library's virtual reference service since 2001 which currently includes Instant Messaging and AskMN statewide service using QP.  Christine also oversees the Reference & Research areas of the website including the Subject Guides.

• Plenary Panel Podcast

Session 6B
3:15 – 4:45 pm
Reworking, Reinventing, & Road Tripping
Chair: Kris Johnson, Colorado State Library

Milner Library on the Go: Taking Reference on the Road

Student athletes are a highly served, yet underserved population at Illinois State University.  They are required to practice, maintain their grades, and spend up to 10-12 hours a each week in the Athletic Study Center, leaving little to no extra time to visit Milner Library.  Therefore, Milner opted to take the library to them.  Since most athletes’ schedules have them studying time during the evening hours, our librarians volunteer their time at night to assist student athletes the Athletic Study Center one to two evenings a week.

Presenter: Sean Walton, Illinois State University, IL

Sean Walton has been an Instructional Associate Professor at Milner Library at Illinois State University since September of 2006. He received his Masters of Library Science from Indiana University in May of 2005, and his Bachelor of Arts in Communication Studies from the University of Iowa in 1989.

Reworking Reference: A California Project

California public libraries are designing a new statewide reference model using data gathered through statewide surveys & lots of community input! We’ll discuss what we’ve done so far & what our next steps are.

Presenters: Rosario Garza, Metropolitan Cooperative Library System, CA and Stacey Aldrich (did not attend), California State Library, CA

Rosario Garza is currently Executive Director of the Metropolitan Cooperative Library System (MCLS), a cooperative of 33 library jurisdictions, headquartered in Pasadena, California.

In August 2007, Stacey Aldrich was appointed California’s Deputy State Librarian. She is also a futurist! Just prior to coming to California, she worked at the Omaha Public Library.

Innovations in Perspective: Reinventing Information Services at the UC Denver Health Sciences Library

• Innovations in Perspective PowerPoint

Learn about the UC Denver Health Sciences Library challenges, opportunities, and experiences to improve service in its new $35 million state-of-the art facility over 10 years in the planning.

Presenters: Dana Abbey, Rhonda Altonen, Paul Blomquist (did not attend), Tina Drew (did not attend), Lilian Hoffecker, Ph.D. (did not attend),  Lisa Traditi (did not attend), Beth Tweed (did not attend), all with the University of Colorado Denver — Anschutz Medical Campus, Health Sciences Library, CO

Dana Abbey has worked in public, botanical, zoological and corporate libraries. Currently she is the consumer health coordinator for the National Network of Libraries of Medicine-MidContinental region.

Rhonda Altonen worked in academic/special libraries in New York State for 18 years before moving to Denver in 2004. She is currently the Media Specialist for the UC Denver Health Sciences Library and is scheduled to graduate from the Emporia State SLIM Program in May ’09.

Tina Drew has worked in libraries since her junior high school days before earning her MLIS degree in 2007. She’s currently the Access Librarian at UC Denver Health Sciences Library.

Lilian Hoffecker is a research and education librarian at the UC Denver Health Sciences Library.  In addition to regular reference services, she answers questions about mobile technology and complementary medicine

Lisa Traditi spent 9 years as a hospital librarian before she came to the UC Denver Health Sciences Library, where she’s been the Head of Education since 1996.

Beth Tweed was a nurse in her first life, has worked in Elementary and High School libraries and has been a reference librarian at UC Denver Health Sciences Library for 5 years.

Session 4C 
8:45 – 10:15 am
Counting on Reference: Click It, Tick It, Track It
Chair: M. Kathleen Kern, University of Illinois, Urbana-Champaign

Click It, No More Tic It: Online Reference Statistics

• Click It, No More Tic It PowerPoint

UNM University Libraries created an online statistical form that collects reference statistics into an Excel database. This presentation will describe the planning, pilot project, implementation, and evaluation of the online statistical database and how it applies to staffing, collections, acquisitions and other uses.

Presenters: Paulita Aguilar (did not attend), Zimmerman Library, University of New Mexico, Sue Awe (did not attend), Parish Memorial Library, University of New Mexico and Kathleen Keating, Zimmerman Library,  University of New Mexico, NM

Paulita Aguilar is an Assistant Professor and the Indigenous Nations Library Program Curator for the University Libraries at the University of New Mexico.

Kathleen Keating is a Professor and the Coordinator of Reference Services for the University Libraries at the University of New Mexico.

The Transformation of a Reference Statistic Tracker into a Management Tool for Reference Services

• Reference Portal PowerPoint

This presentation will focus on the creation and development of a web application that began in 1998 as a way to gather reference statistics and has since evolved into a multi-faceted management tool.  Called the Reference Portal, it has been deployed by most libraries on the Indiana University Bloomington campus and is utilized daily for a multitude of purposes.

Presenter: Mary R. Strow, Indiana University, IN

Mary Strow is the Head of the Reference Department at the Wells Library, Indiana University Bloomington.  She has worked in the IU Libraries for over 20 years in a variety of positions.

Beyond Tick Marks: Capturing Meaningful Reference Desk Statistics and Data

• Beyond Tick Marks PowerPoint

Learn how we changed reference at our institutions (a small private school and a medium-sized public university) through the use of two free database programs to capture reference data.

Presenters: Erin Ackerman (did not attend), Radford University, Candice Benjes-Small, Radford University,and Luke Vilelle, Hollins University, VA

Eric Ackermann is the Reference/Instruction and Assessment Librarian at McConnell Library at Radford University in Radford, Va.

Candice Benjes-Small is the Instruction Team Leader and Reference/Instruction Librarian at McConnell Library at Radford University.

Luke Vilelle is the Public Services Librarian at Robertson Library at Hollins University in Roanoke, Va.

Now Your Library is Open Late Night, Too! Marketing a Virtual Reference Service on MTV

• Now Your Library is Open Late Night, Too! Marketing a Virtual Reference Service on MTV PowerPoint

Following the success of our first commercial which premiered during the 2007 MTV Video Music Awards, we’re gearing up to do it again. Hear about the process and the payoff of playing it big!

Presenter: Beth Cackowski, Project Coordinator, QandANJ.org

Beth Cackowski is the Project Coordinator for QandANJ.org, New Jersey’s 24/7 statewide virtual reference service. Beth has a diverse library background including positions with Coca-Cola, Georgia Highlands College and the Southeastern Library Network (SOLINET). Her current focus is on library services for Screenagers.

The Desk is Gone But We Are Still Here: Marketing Our Re-Engineered Reference Services

• The Desk is Gone PowerPoint

Over the last year, we removed our reference desk in favor of an on-call and consultation appointment service.  I will discuss our experiences with marketing this new model to our community.

Presenter: Amelia Brunskill, Dickinson College, PA

Amelia Brunskill is the Liaison Librarian for the Sciences at Dickinson College.   She is one of a team of librarians providing reference, instruction and collection development services.

Find Your Market!

• Find Your Market PowerPoint
• Find Your Market talk

Promote your services to new customers via roving reference, hand-selling databases/services and reaching out to businesses and the community. Gain time to do this by training paraprofessionals to handle routine questions.

Presenter: Justine Shaffner, BCR (Bibliographical Center for Research), CO

Justine Shaffner, Public Library Market Coordinator at BCR, provided public library reference services for eleven years and helped start AskColorado. She feels our future depends on bringing non users into the library world.

• Plenary Panel Podcast

• Beyond the Hash(mark)PowerPoint
• Beyond the Hash(mark)Handout

A panel from K-State Libraries will referee a discussion about using paper or electronic methods for keeping reference statistics.  Among the questions they will pose are: What data should reference services record about transactions?; How can recorded data be used?; Does data about the context of questions and answers justify the time and effort it takes to capture it?; What are the hidden benefits and costs of the two methods?; and Is inconsistently recorded data worse than no data at all?

Panelists:

• DanielleTheiss-White, Kansas State Libraries, Kansas State University, KS
  Danielle Theiss-White is the General Reference Coordinator at K-State Libraries.  Prior to this position in Manhattan, Danielle was the Periodicals and Reference Librarian at Emory University from 2005-2007.   She earned her MLS as well as a MA in Religious Studies from the University of Missouri, Columbia in 2005.
• Laura Bonella, Kansas State Libraries, Kansas State University, KS
  Laura Bonella is a Reference Generalist at Kansas State University.  She holds a MLS from Emporia State University and an MA and BA in Speech Communication from Kansas State. 
• Jason Coleman, Kansas State Libraries, Kansas State University, KS
  Jason Coleman has been a Reference Generalist at K-State Libraries since 1998, staffing Hale Library's Help Desk an average of 13 hours per week, and leading a variety of tours and one-shot sessions.  He holds an MLS from Emporia State University, a BA in Psychology from the University of Kansas, and a BS in Biology from Kansas State University.
• Erin Fritch Kansas State Libraries, Kansas State University, KS
  Erin Fritch is a Reference Generalist and Student Supervisor at K-State Libraries.  She holds a Master of Arts in English and is entering a Master of Library Science program Fall 2008.

Session 4D 
8:45 – 10:15 am
Theoretical Perspectives of Reference
Chair: Amy Van Scoy, North Carolina State University

Unconscious Cognition in the Genesis of Reference Queries (Top Paper Award)

• Unconscious Cognition PowerPoint
• Unconscious Cognition Abstract

Up to about 80% of our cognition resides at unconscious levels, beyond our immediate awareness; this renders it difficult for individuals to articulate their underlying information needs, particularly for personal problem solving. Through the use of deep relaxation technologies and techniques, individuals are able to achieve low brain wave states and articulate their needs and related reference queries much more clearly.

Presenters: Glynn Harmon, Ph.D., and Lynn Westbrook (did not attend), Ph.D., both of the University of Texas at Austin, School of Information, TX

Glynn Harmon is a Professor and in the School of Information at the University of Texas at Austin. His research deals with cognition, the discovery process, and biomedical informatics.

Lynn Westbrook is an Assistant Professor in the School of  Information at the University of Texas at Austin. Her research deals with information needs in real life contexts and reference processes.

The Serious Leisure Perspective: Implications for Public Libraries

• Serious Leisure Perspective handout
• For the Serious Leisure PowerPoint, please contact jennahartel@hotmail.com directly.
• The Serious Leisure Perspective website
• For more information on Serious Leisure, please see Jenna Hartel’s website.

It is well known that a majority of public library visits occur in the context of a leisure experience. This paper focuses on the nature of leisure and aims to survey its variety of forms. It draws upon the Serious Leisure Perspective (SLP) a theoretical framework from the field of leisure science. It is presumed that a better understanding of the nature of leisure and its information dimension can enhance information provision to a large number of public library users. 

Presenter: Jenna Hartel, Ph.D., Colorado Springs, CO

Jenna Hartel is an Assistant Professor on the Faculty of Information at the University of Toronto. Her research is organized around the question: What is the nature of information in the pleasures of life?  Her empirical research and theoretical work explore the content, structure, and use of leisure information on personal and social levels.

Theoretical Foundations for Re-envisioning Reference

• Theoretical Foundations for Re-envisioning Reference PowerPoint

This paper draws on information society theory and postmodernism to pinpoint challenges and offer concrete advice for re-envisioning reference services in the academic library, including traditional reference work and formal library instruction.

Presenter: Pamela N. Martin, Merrill-Cazier Library, Utah State University, UT

Pamela N. Martin is a Reference Librarian at Utah State University in Logan, Utah.  Pam liaises with Engineering departments and tries to teach as many library instruction sessions as possible.

Session 5D
10:30 am – Noon
Outreach, E-Learning, Resource Guides
Chair: Nancy Huling, University of Washington

"Being in Their Space, Not on MySpace” University Libraries Satellite Outreach Services Program: Reference and Instruction at Multicultural Student Services Centers.

• Being in Their Space... PowerPoint

Presenters: Paulita Aguilar (did not attend), University of New Mexico, NM, and Kathleen Keating, University of New Mexico, NM

Referencing, E-Learning and the Faculty Librarian

This presentation will concentrate on reference services and the many challenges facing academic librarians in the 21st century in South Africa. Specific focus will be on using e-learning tools to provide 24/7 access to reference support, enhance student learning, promote information literacy, and reach large student groups.

Presenter: Marleen van Wyk, JS Gericke Library Stellenbosch University Library and Information Service, Stellenbosch, South Africa

Marleen van Wyk is from the Stellenbosch University Library and Information Service near Cape Town, South Africa . She is one of  four Faculty librarians for the Faculty of Arts and Social Sciences. Currently she is exploring the possiblities of virtual guides for reference instruction  and started to develop WebCT modules for undergraduate students.

UFOs, Arabic Language and Culture, and Nanotechnology: An In-Depth Look at Access to Research and Subject Guides

• UFOs, Arabic Language and Culture, and Nanotechnology PowerPoint

This presentation will demonstrate CU’s Research and Subject Guides database, describe the development process, look at research patterns through usage statistics and keyword analysis and discuss future enhancements, including web 2.0 technologies.

Presenters: Stephanie Alexander, Jennifer Gerke, Kathryn Lage (did not attend), all of the University of Colorado at Boulder, CO

Stephanie Alexander is a Social Sciences Reference and Instruction Librarian in the Reference and Instructional Services Department, Norlin Library, at the University of Colorado at Boulder.

Jennifer Gerke is the Electronic Government Information Librarian in the Government Publications Library at the University of Colorado at Boulder.

Kathryn Lage is the Map Librarian in the Jerry Crail Johnson Earth Sciences and Map Library at the University of Colorado at Boulder.

• Plenary Panel Podcast

Session 6D
3:15 – 4:45 pm
Share the Wealth: Training & Mentoring Staff (Staff Training and Mentoring)
Chair: Eric Zino, PALINET

Innovation from the Inside Out

• Innovation from the Inside Out PowerPoint

Alkek Library has implemented several methods to respond to the challenge of managing constant change and the fast pace of technology.  A new approach to service execution and staff training can revolutionize service implementation and bring your library reference services into the 21st century.

Presenters: Lisa Ancelet and Lorin Fisher, both of Albert B. Alkek Library, Texas State University — San Marcos, TX

Lisa A. Ancelet is currently the Virtual Reference Services librarian at Albert B. Alkek Library, Texas State University-San Marcos. Lisa’s primary interests include the use of Web 2.0 tools for reference services, outreach, staff training, and web development. Contact Lisa: lisancelet@txstate.edu

Lorin Flores Fisher is currently Information Literacy Coordinator at Albert B. Alkek Library, Texas State University-San Marcos.  She is very interested in new and emerging technologies and their effect in libraries, and especially involved in the Texas State campus presence and is also a librarian volunteer in Second Life.  Contact Lorin: indrani@txstate.edu

Training through Co-Mentoring

• Training through Co-Mentoring PowerPoint

Newman Library's training program for new reference librarians is built on a co-mentoring model that encourages collaboration, mutual support and reflection on day-to-day encounters at the reference desk.

Presenters: Louise Klusek and Christopher Tuthill, William and Anita Newman Library, Baruch College, City University of New York, NY

Louise Klusek is assistant professor and head of reference at the William & Anita Newman Library at Baruch College. She has been at Baruch College for five years. Previously she worked in the libraries of Salomon Smith Barney and Citigroup.

Christopher Tuthill is assistant professor and information services librarian at Baruch College. He has been at Baruch since January 2008, when he began attending the reference training program. He has previously held positions at the University of Maine and the Queens Borough Public Library.

Utilizing New Staff Training Initiatives to Develop and Implement Reference Competencies at the UNLV Libraries

UNLV Libraries’ development of a staff training program for its reference service pool, and creation of a wiki for housing several training tools such as a checklist of competencies will be explored.

Presenters: Victoria Nozero and Sidney Lowe, both of University of Nevada Las Vegas Libraries, NV

Victoria Nozero is the Libraries’ Director of Research and Education at the University of Nevada, Las Vegas. She holds a B.A. from U.C.L.A., an M.L.S from The Catholic University of America, and a J.D. from George Washington University.

Sidney Lowe is the Head of Research and Information at the University of Nevada, Las Vegas (UNLV) Libraries. She holds a B.A. from U.C.S.B, an M.P.A. from U.N.L.V., and an M.L.I.S. from the University of North Texas.

Session 4E 
8:45 – 10:15 am
AJCU: A Consortium of Jesuit Colleges and Universities Providing Virtual Reference (Panel)

• AJCU pdf

The Association of Jesuit Colleges and Universities (AJCU) virtual reference service started in 2004, bringing together nineteen AJCU institutions across four time zones to collaboratively staff a virtual reference chat service.  The panelists are all virtual reference coordinators at their respective institutions and will discuss a variety of issues and considerations in this uniquely academic, nationwide collaborative. 

Panelists:

• Erin McCaffrey, Regis University Library, Denver, CO
  Erin McCaffrey is the Digital Systems Librarian at Regis University in Denver, CO.  She serves on the AJCU Virtual Reference steering committee.  She has experience in distance learning, reference and instruction, and web-based library services. 
• Joanne Helouvry,�