Ask Us! at Baker College: Best Practices for LibAnswers

Our presentation will discuss how to effectively create a systematic virtual reference program using the LibAnswers platform: creating policies and procedures, populating the knowledgebase, training employees, managing the virtual reference desk across campuses, methods for keeping the knowledgebase current. The presenters (Baker College’s Ask Us Editors, a position created specifically for the purpose of cultivating our virtual reference platform and occupied by two full-time librarians from different Baker campuses) will take the audience from how we first implemented the program after acquiring LibAnswers to keeping staff and the knowledgebase current, making it a great introduction to librarians interested in introducing virtual reference at their institution. We also feel our methods, honed over the past four years, will appeal to experienced users as well. Baker College has 11 campuses all over the Lower Peninsula, giving us a unique perspective on this topic. Our discussion will include how, with our institution’s geographical challenges, we addressed staffing and scheduling issues, as well as the need for virtual reference to be campus-specific while making the service appealing to all remote users. While smaller libraries may not encounter such issues, we believe our policies and procedures are appropriate for libraries of all sizes. We have worked very hard, through many trials and errors, to develop our LibAnswers methodology and take great pride in our virtual reference services. We are certain that attendees will find our session valuable.