NCSU Libraries Focus Online

Volume 21 number 3 - Spring 2001

By Karen Ciccone, Research and Information Services

The NCSU Libraries' patrons have a convenient and exciting new way to receive reference assistance from offices, dorms, homes, or anywhere they have access to a computer with a Web browser. By clicking on the "Ask a Librarian LIVE" link, patrons can "chat" online with a librarian and receive immediate answers to reference questions. The librarian can send Web pages to the user or engage in a process known as "collaborative browsing." By allowing the librarian to escort the patron through a series of Web pages, collaborative browsing provides a means for showing rather than just telling users how to find materials on the Web or in the library's catalog, databases, or electronic journals.

The product being used to provide this new service is the Library Systems and Services' (LSSI) Virtual Reference Desk, which incorporates eGain's Web contact center software. This software, developed for electronic-commerce sites, is currently in use by clients such as Garnet Hill and L.L. Bean. LSSI customizes the eGain software for the library environment.

In addition to Web pages, the software allows librarians to share files of all types over the Web. For example, a librarian can send screen shots of the computer desktop or of a Web page that the patron cannot access. Librarians can also send word-processing documents, .pdf files, audio files, and so forth.

The software also can be used to conduct online meetings and training sessions. An unlimited number of people can enter a virtual "meeting room" at a specified time for a presentation seen by all participants. Librarians can create visual materials or "slide shows" using PowerPoint or similar software and then enhance the slides and scripted text with live Web pages and chat sessions. Attendees can ask questions using chat software, and everyone can see the questions and responses. At the end of the meeting, all participants receive a full transcript of the discussion via electronic mail.

The library also intends to use this service when assisting patrons over the phone. When it becomes difficult to explain how to locate something on the Web during a telephone reference transaction, the librarian can instead suggest clicking on the "Ask a Librarian LIVE" link, to direct a patron to the right Web site or to demonstrate a search.

Also, the software allows the library to set up separate queues for different populations of library users. For example, patrons entering the "Ask a Librarian LIVE" service from the Distance Learning Services Web site (http://www.lib.ncsu.edu/distance/) enter the Distance Learning queue. The queue system allows reference librarians to anticipate users' information needs by providing a context for requests. It also opens the possibility of assigning different librarians to staff the service from different locations at different times.

In addition to real-time online assistance, Research and Information Services librarians are available twenty-four hours a day during fall and spring semesters to answer questions in person at the reference desk, over the telephone, or via electronic mail. Reference requests can be submitted using the department's Web form at http://www.lib.ncsu.edu/libref/form.html and will generally receive a response in less than eight hours.

Members of the university who wish to try "Ask a Librarian LIVE" should go to http://www.lib.ncsu.edu/libref/ and click on the "Ask a Librarian LIVE" link. The department currently staffs the service Monday through Friday from 9:00 a.m. to 5:00 p.m., and intermittently during evening and weekend hours.