Page 81 - DLIS105_REFERENCE_SOURCES_AND_SERVICES

Reference Sources and Services

Notes • Evaluation should be used to improve the service as needed through adjustment of staffing,
levels of staffing, service parameters, training, or other improvements as indicated by
evaluation and assessment results.
Privacy
• Virtual reference communications between patrons and library staff should be private except
as required by law.
• Data gathered and maintained for the purpose of evaluation should protect patrons’
confidentiality.
• It is recommended that patrons’ personal identifiers, such as name, e-mail, etc. be stripped
from transaction records. Stripped records may be maintained for statistical and evaluative
purposes.
• Libraries need to develop retention schedules and privacy policies for their virtual reference
transactions.
• Patrons should be advised whether a record of the transaction will be retained, and what, if
any, personal information will be stored with the transaction log.
• Privacy policies and transcript retention schedules should be publicly available.
• Reference transactions may be used in the creation of databases and FAQs but care should be
taken to maintain the privacy of patrons and the confidentiality of patrons’ inquiries.
• Beyond removal of patron identifiers, inclusion in a database should not compromise patron
confidentiality, and this should be evaluated when choosing questions for inclusion in a
database.
• Patrons should be informed, through publicly available policy, that their questions might be
included in a database. They should be provided a means to request removal of their inquiries
from the database.
• Data gathered and maintained for training purposes and for publicizing the service should
also protect patron confidentiality.

Write a short note on virtual reference services.

Self Assessment

State whether the following statements are true or false:
5. All public services staff should have an awareness of the virtual reference service’s goals
and basic operation.
6. A marketing plan should be developed and implemented as part of the planning and on-going
operation of the service.

7.5 Summary

• Virtual reference should be undertaken with a view to the long-term integration of the ser-
vice with the rest of the institution’s reference services.

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