Time

10:00 AM - 12:00 PM

Location

To be held at METRO. Directions

Agenda

1. Select a co-convenor to replace Charles Livermore.
2. Discuss strategies for improving the reference interaction in chat. Stephen Francoeur of Baruch College will distribute 2-3 chat reference transcripts that will be analyzed and discussed by attendees (all transcripts will anonymized to safeguard patron privacy). The transcripts will service as a vehicle for discussing:
1. how libraries might use transcript analysis for raising the bar on the quality of their reference service
2. how to surmount communication barriers in chat
3. when it is appropriate to refer patrons to another service point or to a subject specialist
4. when we should be pointing users to print resources in the library that may not be immediately available to them and when we should focus our energies on pointing users to online sources
5. how to deal with rude or problem patrons

Recommended Reading

• Radford, Marie Handouts from her 2004 Virtual Reference Desk conference presentation, "Yo Dude! Y R U Typin So Slow? Interpersonal Communication in Chat Reference Encounters"
  • Recommendations for Virtual Reference Encounters with Rude or Impatient Clients (PDF)

Notes from the Meeting

1. 9 attendees
2. Stephen Francoeur issued a call for a co-convenor. No volunteers spoke up until after the meeting (Scott Johnston from the CUNY Graduate Center volunteered).
3. The next meeting will be held on April 6, 2007, and will feature a discussion led by Colin Bain of the Queensland University of Technology Library (details to be posted on the 2007 April 6 Meeting page of this wiki). It was noted that April 6 is Good Friday, which may limit attendance. Stephen noted that the guest speaker just happens to be passing through town and is only free on that day. It was agreed that we'd go ahead with holding the meeting on that day.
4. Stephen reminded everyone about the VR SIG wiki and encouraged more use of it.
5. Stephen distributed 3 sample chat transcripts, which were discussed in great detail.

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