The OCLC Research report Seeking Synchronicity found that one of the biggest obstacles to a successful virtual reference service was getting users to simply know the service existed. Virtual customer service has become increasingly familiar for commercial business however odds are that most users won’t even know what “Ask a Librarian” means. Many users of all generations don’t even know that virtual reference services exist and that stands for public, academic and special library users alike.
Look at what signs have been effective in letting users know about the service. What works best in both drawing users’ attention and getting them to know what the service is about? With our constantly changing technical vocabulary, are you really saying what you want to say?
Continuing the Best Practices in Virtual Reference Series, Susan McGlamery of OCLC, Bill Pardue, Digital Services Librarian at Arlington Heights Memorial Library in IL as well as Jo John , National Service Coordinator of Enquire in the UK will lead a discussion on finding your users where they are and meeting them at the point of need. Join us to share what works for your library (or what doesn’t) and hear from your colleagues.
Click here to register with OCLC