Web collaboration, or web-based customer
service, is growing in all sectors and industries. From e-tailers to banks to technical support to
utilities.
In the library field, web
collaboration is associated with Virtual Reference. QandANJ.org uses virtual reference software by
QuestionPoint, an OCLC
product.
The software
is based on Flash technology which means all that is required on
the librarian's side is the Macromedia Flash Player and a web browser. No special software is required on
the customer's side beyond a web browser.
The Virtual Librarian knows how to
operate a web browser, is proficient in windows management, and is
comfortable with instant messaging. Having some PC and software
troubleshooting skills is a plus since the job comes with the expected
technical fallibilities of Internet/computer-based work. The
ability to "think on one's feet" and a sense of humor are also
assets on the job!
Before staffing the service, all QandANJ.org librarians attend one full day of training conducted by the
Project Coordinator. Software operation, windows skills, and
service guidelines are covered in the class. Before their first
live session, librarians practice online and evaluate themselves against
a list of core competencies. No matter how much they prepare,
virtual librarians realize that much of the learning in this new
environment is on the job.
Additional perspective on what's
involved in providing Virtual Reference, including challenges, can be
found in Internet
Reference Services Quarterly: "Q and A NJ: Service Design and
Impact" by Marianne F. Sweet, David M. Lisa, and Dale E. Colston (Volume 8 Numbers
1/2 Spring 2003 , p49-69).
For more information about virtual reference software vendors, see Related
Resources.
