Information Services Management Committee

Minutes of the Meeting of October 23, 2001
1:30 – 3:30 pm
Davis Conference Room

Present:  Helena Calogeridis, Judy McTaggart, Doug Morton, Sue Moskal, Jim Parrott, Richard Pinnell, Susan Routliffe (Chair), Mary Stanley, Linda Teather (Recorder), Melanie Watkins

Guests:  Eva Havlik, Michele Laing, Maureen McCormack, Carol Steele, Wish Leonard

1. Review of the new Ask Us/Tell Us page

   The status of items identified for follow-up during ISMC’s discussion about Ask Us/Tell Us on August 21, 2001 was reviewed:

   • About UW libraries/Locations: Maureen has reviewed this and informed Michele.
   • Phone numbers: Mary and Esther have reviewed these and given Michele an updated list.
   • Laptops: A page has been created.
   • Photocopiers, Study Rooms, Telephones/Phonebooks and Washrooms: The Mini-guide is not on the web. Esther located some old User Services pages and Wish and others are updating the pages.
   • Circulation Services: Pages are being worked on.
   • Borrowing Non-UW Books & Getting Non-UW Journal Articles: An existing page on the TUG server will be used; Wish will give Michele the URL.
   • Getting a UW Thesis: Doug has talked to Shirley and will consult with Christine.
   • Seagram Collection: Susan R. talked with Susan B. Jane and Ruth will enrich the Seagram pages.

   At the Aug. 21^stmeeting, concerns were raised about whether the page has evolved from one providing an electronic reference service to one addressing general questions and whether users were aware that e-reference service was available. Maureen and Susan have reviewed the statistics and confirmed that there has been a steady increase in the use of e-reference.

   Michele reviewed the work to date on the new Ask Us/Tell Us page and responded to questions and comments:

   • What is a “factual question”? The review group preferred not to give examples and hope users will understand what this means.
   • Should “local library” be “local public library”? The intent is to refer users to a full range of local libraries (e.g. a user in Kingston might go to Queens).
   • What is meant by the limit to “unique resources”? A question from a non-UW user will not be answered unless it relates to UW-specific collections or information.
   • When should you expect a response – 24 hours from when? This is usually within 24 hours from the time a staff member has picked up the question. More specific wording was considered but it was agreed to leave the phrase as is since this has not been an issue in the past.
   • “does not provide financial, legal or medical advice” – what advice do we provide? The Library provides advice on search strategy, etc. and needs this phrase for protection and to manage users’ expectations of the service.
   • The Ask US/Tell Us form is not visible without scrolling. ISMC recommended removing the red “Ask Us Tell Us Now” line to make the top of the form visible on the first screen.
   • Move the “When Should You Expect a Response?” section to appear after the form? Preference is to keep all the text together at the top so users know what to expect before they complete the form.
   • Is there a better term than “UW Connection”? Other options were discussed but it was noted that this term is used in other UW contexts and it will be retained here.
   • “UW Connection” should be a mandatory field. This will be corrected.
   • Is there a better term than “area resident”? It is necessary to distinguish between this group and “Other” and a better term was not identified; can be changed later if problems arise.
   • Is it necessary to ask for the patron’s name? Name is an optional field and can be useful when responding to a patron.

   Comments relating to the sidebar included:
   • Information that is needed when a patron is in the building might be removed from this page. Agreed to remove sections on Washrooms and Telephones/ Phonebooks.
   • To adhere to publication standards, the sidebar heading “About UW Libraries” will be changed to “About the Libraries” and “one of the University of Waterloo libraries” in the “What is it?” section will be changed to “one of the University of Waterloo library locations”.
   • The “Circulation Services” heading is used because it is common terminology that users understand and it corresponds to Circulation Desk signage.
   • The “UW Collections” heading should be changed to “Selected Collections” because the category includes only a few of the collections, based on the past history of frequently asked questions.
   • “Getting a UW Thesis” should be changed to “UW Theses” for consistency of terminology.
   • The need for a “Library jobs” section was questioned. Since how to apply for a job in the Library is a frequently asked question, it will be retained. Annette is working on this page. It was suggested that this be moved to the “About the Libraries” section.
   • It was suggested that the “Services for” section be moved higher up on the sidebar to precede the Collections section and that services for other groups be included.
   • It was suggested that information on how to get to the university/libraries be added. A link to the UW Directions & Map page might provide this information.
   • It was suggested that a main heading be added to the sidebar (e.g. “Frequently Requested Information” or “Handy Information”).

   Michele and others working on the revised page will review the sidebar in light of ISMC’s comments, make changes as necessary, activate the remaining links, and bring it back to ISMC or a final review. ISMC’s meeting in two weeks time was suggested for this. At that time, others who need to be involved before the new page goes live will be identified.

2. Minutes of Previous Meeting

   The minutes of the meeting of October 9 were approved as written.

3. Virtual Reference

   Susan introduced the topic by reviewing what is meant by “virtual reference”, how it differs from our current email reference service (AskLib), and some of the initiatives underway:

   • Virtual reference is an immediate, real-time, interactive electronic process and includes capabilities such as sending web pages to the patron, chatting with the patron and sending a transcript of the session (vs services like AskLib which responds within a 24 hour period to questions submitted via email).
   • The concept of virtual reference took off in 2000 with LSSI’s commercial adaptation of chat/call center software.
   • Academic libraries using or experimenting with virtual reference in Ontario include Guelph, York, Ryerson and Windsor.
   • Some libraries are offering virtual reference in a consortial environment to facilitate 24x7 service and share subject expertise (e.g. 15 public libraries in Ohio, 8 academic libraries in Illinois). The University of New Brunswick and University of Alberta are offering virtual reference in partnership.
   • LC is leading the Collaborative Digital Reference Service (CDRS) initiative and the National Library of Canada is participating at some level. Susan is attempting to get clarification about NLC’s role in the CDRS.
   • Two groups are looking at standards: The National Information Standards Organization is working to develop technical standards to facilitate the development and implementation of virtual reference services that can operate across institutional and geographic boundaries. Best practices are being developed by the Reference and User Services Association.
   • There is competition in the private sector from commercial services such as AskJeeves offering a reference type of service.

   It was noted that, if UW moves into a virtual reference service, this does not mean that AskLib would be dropped. Most libraries have retained both services.

   Virtual reference is referred to by several descriptors in the literature: digital, on-line, virtual, electronic, real-time, live. The group discussed these options and decided to use “virtual reference” as its working term.

   Susan introduced the idea of using project management tools and techniques for the virtual reference project and distributed a blank project charter which will be completed collectively at the next meeting.

4. Next Meeting

   October 30, 2001 – Porter 428
   Agenda: 

   1. Other Library Catalogues page
   2. Virtual Reference project charter