Information Services Management Committee

Project Charter for a Virtual Reference Feasibility Study at the University of Waterloo

Prepared by the Information Services Management Committee

Project Description: UW Library Virtual Reference Feasibility Study

Date of completion: April 8, 2002

Project Purpose: To undertake a feasibility study, using project management tools and techniques, to determine whether or not to introduce virtual reference at the University of Waterloo.

Project Rational: During the past two years there has been considerable discussion about virtual reference among librarians throughout the world and some libraries are now offering such a service. In addition, various initiatives, technical and otherwise, are underway to encourage and support libraries wanting to introduce virtual reference. The feasibility study is intended to ensure that we are aware of developments associated with virtual reference in the wider community and that our offering or not offering virtual reference is the result of an informed decision.

Project Deliverables: The primary deliverable will be a report. The report will include (the order of the items listed below is not intended to reflect the structure of the report):

• An explanation of what virtual reference is
• An explanation of why we are considering virtual reference (to include an explanation of clients' need for the service)
• An explanation of the potential impact of virtual reference on current Library services
• An explanation of the potential impact of virtual reference on Library users and staff
• An indication of the stakeholders
• The outcome of an environmental scan
• An indication of staff and resource needs
• An indication of cost estimates (e.g. hardware, software, furnishings and equipment)
• A list of risks and risk probabilities
• An explanation of issues associated with any of the foregoing and the implications of such issues
• Recommendation, with rationale, about whether to introduce the service and proceed to a pilot project and specific recommendations related to implementation (if we recommend introducing virtual reference)
• A list of next steps and associated time frames

Measurable success indicators:

• Report completed by target date
• Report is persuasive for the stakeholders
• Report includes information necessary to develop a pilot project

Scope Includes:

• An assessment of available software and associated hardware requirements
• The identification of mutually exclusive options and recommendations associated with various facets of a virtual reference service (including, but not limited to, software and hardware options)

Scope Excludes:

• A full review of the Library's reference service
• The development of a pilot
• User surveys
• An investigation of collaboration with TUG partners, UW's affiliated and federated colleges and universities
• Identification of specific staff who might be involved in providing virtual reference service

Scope Management Plan:

• If changes that would broaden the scope of the plan are proposed, the Committee will consider the changes and determine whether they should be included.

Risks:

• Undertaking the study may lead people to conclude prematurely that we will introduce virtual reference
• We may not be able to conclude the study by the time specified
• We may become frustrated by the amount of up-front time spent planning the project and lose interest and energy when it comes time to actually conduct the feasibility study

Risk Management Plan:

• Any communication about the project should emphasize that the study is an open-ended investigation
• Set a realistic time frame, once specific tasks have been identified during the work breakdown process
• The Committee is confident that any enthusiasm lost will be re-gained when we move from the planning to the implementation phase (implementation of the study, not the service)

Project Stakeholders:
Stakeholders are those whose "interests may be positively or negatively affected as a result of project execution or successful project completion". Project Management: Applied Tools and Techniques, Paul Bergman, p. 17

Library staff:

• Those who currently provide reference service and who may participate in the provision of virtual reference
• Support providers, e.g. Systems and Facilities staff
• Administrators

The Committee will keep Library staff informed throughout the project and seek their input and feedback as appropriate.

Communications/Reporting Plan:
We will communicate with various staff groups as follows:

• Library staff who may provide the service: Susan, with backup from other ISMC members, will provide updates at departmental meetings while the feasibility study is in progress ( staff who currently provide reference service, but are not members of ISR, will be invited to meetings when virtual reference is on the agenda). Share the completed Project Charter and the final report.

• Library staff who may provide support for the service, i.e. Systems staff: Linda will provide updates for Systems staff. Share the completed Project Charter and the final report.

• Library Managers: Susan, with backup from other ISMC members, will provide updates at Managers meetings. Share the completed Project Charter and final report.

• Other Library Staff: Share the completed Project Charter and final report. When the study is complete offer an information session, and perhaps a demo, for those interested.

• Staff outside the Library: May include IST, LT3, Distance Education, Registrar's Office, senior management and possibly others. As the study proceeds, we'll get a clearer understanding of whether and when there is a need to contact these people.