Starting and Operating Live Virtual Reference Services

Starting and Operating Live Virtual Reference Services

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The minds behind Temple University's real-time virtual reference desk walk you through six key steps to starting and operating a virtual reference service: preparation and planning; selecting software; deciding on staffing patterns; training reference personnel; marketing your live virtual reference desk; and evaluating effectiveness. The authors identify five service models: Basic, Homegrown, Advanced, Collaborative, and Corporate, providing strategies and tips for each. Loaded with graphics, checklists and examples, this how-to manual combines cutting-edge theory with the best examples of practical applications. An essential planning guide for all types of libraries.The practice of live help customer service in e-commerce is important to libraries for a few reasons: it can give you ... Webhelpa#39;s client list includes MSN, AOL, Nordic Track, Philips, Norelco, and Netscape. ... questions by chat was 30 percent less expensive than e-mail, and that the number of e-mail questions decreased.

Title:Starting and Operating Live Virtual Reference Services
Author:Marc Meola, Sam Stormont
Publisher:Neal Schuman Pub - 2002-01


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