[collaborative-vr] Service Point Referrals

[Carla Steinberg Pfahl]

Hi All,

I am working with some librarians about their service point referral
workflow for their online reference services (chat and email). I am
wondering if you have experience with working with something along these
lines with your institution or, through your admin roles, know of a library
in your network that has something like this set up or is working on
improving/implementing something similar.

What we're working on:
In a larger institution, there is no consistent, libraries-wide process as
to how and when liaisons should be contacted by service point staff if they
are unable to answer the reference/research needs of a user. Currently,
each service point has their own process for referring questions to
liaisons.

The goal is to have a consistent, libraries-wide policy/guidelines for
referral to ensure users' questions get answered quickly, correctly, and
consistently across libraries many locations and service point.

The concept is to create a tiered-network service workflow that has check
points for accuracy and timeliness.

It doesn't have to be based on a large institution - this is just what we
are working with for this example. We are trying to collect information to
see what may work (or not work) for other institutions. Our hope is to
implement something, monitor, assess, tweak... Background information would
be helpful. I am also doing a lit review to see if anything has been
published on similar models.

Best,
Carla
-- 
-- 
Carla Steinberg Pfahl, Librarian
Reference Outreach & Instruction / AskMN.org Coordinator
Minitex <http://www.minitex.umn.edu/> / University of Minnesota
60 Wilson Library
309 19th Ave So
Minneapolis, MN 55455
pfahl001 at umn.edu
<pfahl001 at umn.edu>
612-626-6845
1-800-462-5348

elm4you.org
askmn.org
ebooksmn.org
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