Improvisation in Improbable Times: Pivoting to a Tele-Reference Service Model

Title

Improvisation in Improbable Times: Pivoting to a Tele-Reference Service Model

Description

This presentation is going to introduce an innovative reference service model – Tele-Reference, which was developed and implemented by the University of Central Florida (UCF) Libraries throughout the COVID-19 pandemic. Continuity of service throughout the public health crisis has been critical to aid library users in their research and scholarly endeavors. By employing the Tele-Reference model, UCF Libraries has been able to provide a safe alternative to in-person reference desk service while adhering to health and safety requirements set forth by the University and the state of Florida. This session will outline how Tele-Reference was developed, how it currently operates, what challenges and opportunities are faced throughout implementation, and considerations for future evolutions of this creative service model. Attendees will gain insights on how to leverage virtual reference services to meet the needs of their community and take away practical ideas for implementing a similar program at their institution. Attendees will also gain insight into how to respond to library staff’s apprehension towards implementing new service models and how to overcome the challenges.

Creator

Avila, Sandy; Harrison, Richard; Norris, Sarah; Tong, Min

Publisher

Chinese American Librarians Association

Date

2021-05-07

Rights

This resource may be protected by copyright. You may make use of this resource, with proper attribution, for educational and other non-commercial uses only. Permission to reproduce the resource beyond the bounds of Fair Use or other exemptions to copyright law must be obtained from the copyright holder.

Format

application/pdf

Language

eng

Type

Presentation; Text

Date Issued

2021-05-07

Position: 448 (88 views)

Files

CALA-SE-SW-2021.pdf

Citation

Avila, Sandy; Harrison, Richard; Norris, Sarah; Tong, Min, “Improvisation in Improbable Times: Pivoting to a Tele-Reference Service Model,” CALASYS - CALA Academic Resources & Repository System, accessed September 27, 2022, https://ir.cala-web.org/items/show/729.