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Related Experiment Videos

Planning, implementing, and using a virtual reference service.

Marlyse H MacDonald1

  • 1Duke University Medical Center Library, Box 3702, Seeley G. Mudd Building, Durham, NC 27710, USA. marlyse.macdonald@duke.edu

Medical Reference Services Quarterly
|May 2, 2003
PubMed
Summary
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Virtual reference (VR) services can succeed in libraries with strong user demand and staff buy-in. This case study details the Duke University Medical Center Library

Area of Science:

  • Library and Information Science
  • Health Sciences Librarianship
  • Digital Library Services

Background:

  • Virtual reference (VR) offers a new channel for library service delivery.
  • Successful VR implementation requires user demand and staff commitment.
  • The Duke University Medical Center Library (DUMCL) sought to explore VR.

Purpose of the Study:

  • To document the planning, implementation, and usage of a VR service at DUMCL.
  • To share practical experiences and lessons learned from a real-world VR deployment.

Main Methods:

  • Case study approach focusing on DUMCL's VR initiative.
  • Utilized LSSI's Virtual Reference Desk (VRD) Software for service delivery.
  • Described the process from planning through to ongoing use.

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Main Results:

  • The success of VR is contingent upon demonstrated user need.
  • Staff belief, acceptance, and thorough planning are critical factors.
  • DUMCL's experience provides a model for other institutions.

Conclusions:

  • VR can be an effective library service when strategically planned and supported.
  • User-centered approaches and staff engagement are key to VR adoption.
  • The DUMCL VRD implementation offers valuable insights for academic health libraries.