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¬The digital information revolution: [key presentations] : Superhighway symposium, FEI/EURIM Conference, November 16th & 17th 1994 [at the Central Hall, Westminster.] (1995)
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Cetron, M.; Davies, O.: Mastering information in the new century (1994)
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- Footnote
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Abraham, R.; Jas, F.; Russell, W.: ¬The Web empowerment book : an introduction and connection guide to the Internet and the World-Wide Web (1995)
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Rosenfeld, L.; Morville, P.: Information architecture for the World Wide Web : designing large-scale Web sites (2007)
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Huberman, B.: ¬The laws of the Web: : patterns in the ecology of information (2001)
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Conner-Sax, K.; Krol, E.: ¬The whole Internet : the next generation (1999)
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- Footnote
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Research and advanced technology for digital libraries : 7th European conference, ECDL2003 Trondheim, Norway, August 17-22, 2003. Proceedings (2003)
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Research and advanced technology for digital libraries : 10th European conference ; proceedings / ECDL 2006, Alicante, Spain, September 17 - 22, 2006 ; proceedings (2006)
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Hirko, B.; Ross, M.B.: Virtual reference training : the complete guide to providing anytime anywhere answers (2004)
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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."
