Virtual Reference Service Task Force
Membership and Charge
February 2004
Membership
Susan Ware, Co-chair, Joe Fennewald,
Co-chair, Tim Arnold, Paula Contreras, Kay Harvey, Linda Klimczyk,
Deb Lovett, Amanda Maple, Lesley Moyo, Sara Whildin, Courtney Young
Charge
Virtual Reference Service (VRS) Taskforce will coordinate
the development, implementation, training, and assessment of a virtual
reference service across the University Libraries system. VRS is envisioned as an integral component of
a suite of onsite and remote user services provided at all
campuses and through the LIAS network and seeks to incorporate leading
edge technology in providing point-of-need support to the
Primary Goals and Responsibilities - Committees
POLICY &
GUIDELINES COMMITTEE
Members: Sara Whildin, Amanda
Maple, Paula Contreras
1) Develop service policies and procedures, including
written guidelines for service, computer security, and privacy, in compliance
with accepted professional standards.
2) Develop a process for referral of questions among library
units.
SOFTWARE TECHNICAL
ASSISTANCE COMMITTEE
Members: Linda Klimczyk, Tim
Arnold, Courtney Young
1) Integrate VRS into the suite of user services provided at
all campuses through the LIAS network
2) Work with I-Tech to provide dedicated technical support
for VRS workstations
3) Work with I-Tech and DLT to support the stable operation
of VRS software within the Libraries computer systems and networks.
4) Work with DLT and I-Tech to ensure consideration of VRS
in LIAS network maintenance and in the adoption of new digital library
technologies.
MARKETING AND
PROMOTION COMMITTEE
Members: Kay Harvey, Deb Lovett
1) Publicize and promote VRS
§
Work
to involve additional librarians from all campus locations.
§
Work
with other Libraries teams and working groups such as the:
§
University
Libraries Linking Task Force, Digital Libraries Task Force, World Campus, and
those covering Angel and the University portal to incorporate VRS into existing
and new services and initiatives.
§ Work with the Public Relations and
Marketing Office of the University Libraries to develop a marketing plan and to
find additional means of promoting and advertising VRS.
§ Collaborate with the Libraries units
and teams responsible for instructional programs, Libraries Web page
development, and outreach services to ensure appropriate placement of VRS
hyperlinks and announcements.
ASSESSMENT OF USER
SATISFACTION
Members: Lesley Moyo, Paula
Contreras, Linda Klimczyk, & Deb Lovett.
1) Assess the effectiveness of VRS and make recommendations
for the sustainability and growth of VRS.
3) Survey user satisfaction and assess user needs. 4)
Conduct all assessments using standard data collection methods and performance
measures.
SERVICE
PERFORMANCE/EVALUATION/COLLABORATION COMMITTEE
Members: Susan Ware, Joe Fennewald,
Sara Whildin, Paula Contreras, Lesley Moyo
1) Monitor system performance and assess use patterns to
determine necessary staffing levels, hours of service, training needs, etc.
2) Evaluate competing software products.
3) Consider options for developing a knowledge base of VRS
questions and its integration into the knowledge base of email questions under
development by I-Tech.
4) Develop contacts with virtual reference services in
5) Prepare annual reports with recommendations for the future of the service, including cost projections and staffing needs.