Tuesday, January 13, 2004

FOR IMMEDIATE RELEASE

Jan. 14, 2004

Facts at your fingertips 24 hours a day?

UNCW Library to Participate in Statewide Virtual Reference Initiative

WILMINGTON, N.C.—Based on results of a pilot project soon to begin at the University of North Carolina at Wilmington’s Randall Library, the library doesn’t have to be open to get help from a reference librarian to find the facts you need. The virtual reference pilot project will allow users unprecedented nearly round the clock access to information from their computer.



According to Andrew Dutka, coordinator of research services and a UNCW facilitator for this project, “Taking part in this virtual reference pilot project will give UNCW, faculty, students and the community a chance to be in on the ground floor of the next new wave of information exchange. Virtual reference will allow many more users to gain access to our collections and resources. Once the project is live, UNCW will be linked in a network with other institutions across the state that will allow vitual reference service beyond the walls of the library.”

Randall Library has been chosen to participate in a statewide Library Services and Technology Act (LSTA) Grant Virtual Reference Pilot Project, a project of the State Library of North Carolina. The project commences in the spring of 2004. During the pilot phase of the project, Randall Library will be part of a team that will be able to provide reference services to patrons across the state. The project will utilize technology provided through the state by 24/7, a company specializing in virtual library software.



Because this is a statewide effort, the network will include libraries that are open longer hours than Randall. A patron may virtually contact a librarian if a research question needs answering in the middle of the night. “The patron will not necessarily know which institution is providing the service,” said Dutka.

“This is especially useful for those living in remote areas or night owls. The idea of virtual reference is to provide seamless service to the patron. Why not just call? Perhaps for a simple yes or no question it is easier to use the phone, but if a patron’s question is more complicated and requires more research with specific technical vocabulary, it is better and easier to type and chat.”



Access may eventually be provided via NCLive, the collection of research databases put together by the state and already available to library patrons across the state.



Once the project is launched for public use in fall 2004, there will be a link on the Randall Library Web site indicating where to chat with a librarian in real time. The pilot project is expected to last for six months.

The UNCW facilitators for the project are Andrew Dutka, coordinator of research services, and Greg Gulas, reference and research services librarian.

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Contact: Andrew Dutka, coordinator of research services, at 910/962-3680 or e-mail dutkaa@uncw.edu.



Frequently Asked Questions

About the Virtual Reference Initiative

The project will utilize technology provided through the state by 24/7, a company specializing in virtual library software. http://www.247ref.org/

WHAT IS LSTA?

LSTA: The Library Services and Technology Act is a part of the Museum and Library Services Act, last authorized in 1996.

It is built on the strengths of previous federal library programs, but includes some major advantages and differences. While it retains the state-based approach of other federal library legislation, its focus is on two key priorities for libraries—information access through technology and information empowerment through special services.

http://www.ala.org/Content/NavigationMenu/Our_Association/Offices/

ALA_Washington/Issues2/Federal_Library_Programs/LSTA/LSTA.htm#what



WHAT IS THE VIRTUAL REFERENCE PILOT PROJECT?

"This project will enable staff from public and academic libraries to cooperate in provision of virtual reference service to North Carolinians. The end users will be able to communicate via the Internet in live “chat” sessions with reference librarians. A single web interface will be developed as the starting point. The virtual reference software to be used, and the organizational model for sharing the work among partner libraries, will be based on efforts already in place throughout the country. The project will provide an opportunity to evaluate whether a collaborative virtual reference project is beneficial to users and libraries."

http://statelibrary.dcr.state.nc.us/vref/index.html

WHAT IS VIRTUAL REFERENCE?

Virtual reference, which is also known as "digital reference", is basically computer-mediated reference service. The term covers a spectrum of services from email reference to online web forms to live chat. Some libraries define virtual reference as services or products that are available via their web sites 24 hours a day. This would include such things as online catalogs, bibliographies and pathfinders, and online tutorials. The LSTA funding will enable us to offer live chat but we also expect to use other types of virtual reference throughout the project.

http://statelibrary.dcr.state.nc.us/vref/definition.html

WHO ARE WE WORKING DIRECTLY WITH?

Collaborative Virtual Reference Pilot Project- Partner Libraries

Appalachian State University Libraries

Brevard College

Central Carolina Community College Libraries

Central Piedmont Community College Library

Cumberland County Public Library & Information Center

Haywood County Public Library

North Carolina Agricultural and Technical State University

University of North Carolina- Wilmington

Wake County Public Libraries

Wake Forest University School of Medicine

OTHER CONTRIBUTING LIBRARIES:

Collaborative Virtual Reference Pilot Project-Mentor Libraries

Forsyth County Public Library

Greensboro Public Library

High Point Public Library

Polk County Public Library

Public Library of Charlotte & Mecklenburg County

University of North Carolina - Chapel Hill

University of North Carolina - Greensboro

Wake Technical Community College