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Footnote

The real core of the SRVP, that is, the VRT training activities actually utilized by Washington State, are presented in Chapter Seven in roughly the same order as they took place in the course (train the trainer, orientation, chat practice, multitasking skills, virtual field trips, secret patron, transcript review, checking out the competition, policy and procedure review, sharing via a discussion list, and online meetings). Most interestingly, Chapter Eight deals with behavior, an issue rarely discussed in the context of librarianship, let alone providing reference services. As stated by the authors, "the most difficult aspect of digital reference service involves incorporating model reference interview techniques into an online transaction" (p. 74). The SVRP utilized an "online secret patron scenario" as a training tool that helped the student get the question straight, kept the customer informed, and provided the information required by the patron. The final chapter of the book reviews the important tasks of evaluation, modification, and follow-up. To that end, evaluative material is described and linked to Appendix A (assessment tools). In addition, evaluative tasks such as trainer debriefings and consultation with others participating in the SVRP are described. Finally, the chapter includes examples of unexpected consequences experienced in evaluating VRT services (from total inability to handle online transactions to poor marketing or branding of online services). Many useful appendices are included in this book. Appendix A provides examples of several assessment tools used during the "Anytime, Anywhere Answers" program. Appendix B consists of actual transcripts (edited) designed to illustrate good and bad virtual reference transactions. The transcripts illustrate transactions involving helping with homework, source citing, providing an opinion, suggesting print materials, and clarifying a question. This appendix should be required reading as it provides real-world examples of VRT in action. Appendix C is a copy of a VRT field trip questionnaire. The next appendix, like Appendix B, should be required reading as it includes an actual transcript from seven secret patron scenarios. A policies and procedures checklist is provided in Appendix E. Yet another critical source of information is presented in Appendix F, online meeting transcript. This transcript is the result of an online meeting conducted during a VRSP training class held in 2003. According to the authors, it is an example of the positive working relationship developed during a five-week learning course. The remaining appendices (G through 1) present information about support materials used in the VSRP, the VSRP budget, and trainer notes and tips. Clearly, VRT is a skill and resource that information professionals need to embrace, and this book does a fine job of outlining the essentials. It is apparent that the Washington State experience with VRT was a pioneering venture and is a model that other information professionals may seek to embrace, if not emulate, in developing their own VRT programs. However, this book is not a "complete guide" to VRT. There is too rapid development in virtual environments for any one to claim such an achievement. However, it is likely the most "complete" guide to the Washington State experience that will be published; therefore, this book should serve as a thorough and revelatory guide to VRT for several years to come."

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Footnote

Digitale Auskunftsdienste Pace verfällt als Insider der Bibliotheks- und Firmenszene glücklicherweise nicht in das Stereotyp einer einfachen Schwarz-Weiß-Gegenüberstellung von »erfolgreichen Firmenkonzepten« einerseits und »unflexiblen, traditionsbelasteten Bibliotheken« andererseits, wie man sie nicht selten von Bibliothekskritikern hört. In den bereits genannten Kapiteln 2 und 3 sieht und benennt er durchaus nachahmenswerte Beispiele für digitale Servicesvon Bibliotheken, die auch Adaptionen von kommerziellen Diensten darstellen können. Digitale Auskunftsdienste (»Virtual or online reference services«) per E-Mail oder Chat erfreuen sich offenbar zumindest in den USA steigender Beliebtheit, die Pace unter anderem mit dem Wegfall der Hemmschwelle einer persönlichen Ansprache erklärt. OnlineKataloge erfahren zunehmend eine Anreicherung mit Informationen wie Inhaltsverzeichnissen oder Abstracts, wie sie von Amazon bekannt sind. Pace erwähnt auch lobend die Rolle einiger Öffentlicher Bibliotheken, die Yahoos Verbalerschließungssystem als Grundlage für eigene Internetservices genommen haben - und dafür von anderen Kollegen heftig gescholten werden. In dem Kontext der Gegenüberstellung von privatwirtschaftlich organisierten Diensten und öffentlich-rechtlichen Bibliotheken empfehlen sich die Kapitel 6 »Libraries are not ALL (sic!) business« und 7 »First principles« als lesenswert, weil sie sich explizit gegen eine unreflektierte Übernahme privatwirtschaftlicher Geschäftsregeln und -vorgehensweisen durch Bibliotheken aussprechen, auch wenn sich gänzlich neue Aspekte bei den gewählten Beispielen wie »fair use«, »privacy of end-users« aus bibliothekarischer Sicht nicht entdecken lassen. Entwicklung von Services Auch wenn Pace als amerikanischerAutor mit seinen Beispielen ein geographisch begrenztes Spektrum analysiert, so lassen sich viele Schlussfolgerungen doch ohne weiteres auch auf europäische Bibliotheken übertragen. Die vorliegende Publikation kann allen Bibliothekaren in leitenden Positionen sehr zur Lektüre empfohlen werden, da die Fokussierung auf die Entwicklung von Services sowie die Erörterung möglicher strategischer Partnerschaften auf der Agenda eines jeden Bibliotheksmanagements stehen sollte. Die Lektüre sollte allerdings in dem Bewusstsein erfolgen, dass Pace durch die Schwerpunktsetzung auf das Verhältnis »Bibliotheken - Anbieter von Informationstechnologie und -diensten« einige weitere wesentliche Aspekte weitgehend außer Acht lässt. Diese betreffen im Falle von Universitätsbibliotheken beispielsweise das Verhältnis von Bibliotheken als Dienstleistern zu weiteren lokalen Dienstleistern (insbesondere Rechenzentren, Medienzentren) sowie die zunehmende Modularität von Service- und Informationsarchitekturen, die ein nahtloses Zusammenspiel lokaler und externer Services sinnvoll erscheinen lassen. Die Orientierung an den tatsächlichen Bedürfnissen von EndNutzern steht zwar nicht direkt im Mittelpunkt der Service-Beschreibungen des Autors, einige wesentliche Aspekte werden aber behandelt (z.B. S.57). Weitere Zielgruppen der Publikation sind aufgrund der gewählten Thematik zu Digitalen Bibliotheken und Services sicherlich Bibliothekare in verantwortlichen Positionen in den Bereichen Informationstechnologie und Benutzung. Alle Bibliothekare, und insbesondere Berufsanfänger, mögen darüber hinaus mit Interesse die Ausführungen von Pace zu seinem beruflichen Werdegang sowie speziell das Kapitel 5 »Sheep in wolves' clothing/Working inside and outside the library« verfolgen, in dem er berufliche Chancen und Szenarien für Bibliothekare im IT-Firmenbereich beschreibt."

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