Reference Services Plan

Reference Services Plan – Academic Medical Library

Introduction:

• This reference services plan focuses on introducing a real-time virtual reference librarian within an academic medical library. People are turning to the internet now more than ever to find their information, and in-person reference desk help is on the decline (Jane & McMillan, 2003, p.240). The library acknowledged there was a need to have a reference librarian available to answer real-time inquiries from patrons, via the internet. Web forms and email contacts have already been supplied to the patrons for anonymous inquiries, but due to the number of inquiries and when they are received; the patron mostly likely will not receive immediate feedback. With the implementation of a real-time virtual reference librarian, patrons will have more thorough reference interviews at the time they need information.

The Library:

• The reference service plan to introduce a real-time virtual reference librarian will be implemented in an academic medical library. An example of an academic medical library would be A.T. Still Memorial Library located in Kirksville, Missouri.

The Audience:

• The target audience for this service would include physicians, medical students, patients, and the general public. It will focus on the patrons information needs of medical related material, where the patron must have immediate response through a virtual reference service.

Service Plan:

Research

• The library must learn about virtual reference services through research, especially to see if other libraries had success using a real-time reference librarian, via the internet.
• After the research is completed, the idea should be introduced to the medical library staff who may work in the area of this new virtual reference service.

Software

• Software should be found, tested, and documented through the information technology (IT) department. In the study found, the library used the software “RAKIM” supplied by Miami University in Oxford, Ohio (Jane & McMillan, 2003, p. 241).

Policy/Link to Service/Naming Service

• Policies and procedures for the virtual reference service will be written along with staff training manuals.
• The new reference service will need to be linked to the home page of the medical library, so patrons can easily find the service.
• A name must be established for the service (“LiveHelp”), so patrons will know where to look on the home page when searching for this real-time reference service.

Staff

• A medical library staff member will need to be assigned to run the development of this project.
• Staff will meet to learn the policies and procedures for the virtual reference service. Also, all staff members will be supplied with the staff training manuals where yearly assessments will be studied through data collection.
• Staff will conduct a trial run over a period of time to determine if those in the trial will find the service enthusiastic and beneficial.

Marketing

• The medical library will advertise the service
  • The reference service will be publicized through fliers placed around campus, the multiple libraries, and on the school’s main library’s page.
  • Bookmarks with the reference service information on them available throughout campus.
  • An article placed in the university newspaper, as well as in the local paper.
• Hours will be established for the reference service. Ideally this real-time reference service will be available during the hours the medical library is open. For example, A.T. Still University Memorial Library is open from 7:00 A.M. until Midnight.

Measurable and Desirable Outcomes

• The measurable outcomes would be determined by the use of patron surveys. They will discover if the service is successful and useful for the medical library patrons. Data can be collected from the stored electronic interactions to discern the kinds of questions being asked and how best to improve the overall service. (Privacy will be kept by eliminating names, even though this is supposed to be an anonymous service).
• The desired outcomes would allow patrons to have real-time reference service through synchronous virtual sessions. The service will be valuable to patrons who are needing immediate information but are a far distance from the library. Real-time virtual services will allow patrons to connect with the medical library staff through more than a computer; they can use their smart phones and other technology devices to inquire information.  Ensuring patrons receive timely service when their reference questions arise helps position the library as an essential place for finding information. It also helps the library maintain its relevance in the medical community.

References:

Jane, C. & McMillan, D. (2003). Online in real-time? deciding whether to offer a real-time virtual reference service, The Electronic Library, 21(3) :240 – 246.