Ask A Librarian (AAL)

Just a little background info before you take the plunge and Ask A Librarian...

Probably the most visible way libraries use interactice technologies to help customers is through virtual reference. We are participants in a state-wide, collaborative chat reference services called Ask A Librarian - Real People, Real Help, Real Fast! (I appologize for the grammar, but that's the tagline for the service, "really"). The service is currently provided to desktop/laptop computers through an Internet browser (like Internet Explorer or Netscape). Customers can chat with a librarian in Florida and can collaboratively co-browse the web. Documents and files can be shared or pushed to customers as well. Ask A Librarian Mobile is now being offered to users of mobile electronic devices - PDAs, smart phones, etc. - that are Internet or wireless enabled. AAL Mobile is limited to email at the moment, but the Dokutek's VRLplus software that powers AAL will soon accommodate live chat.

While Florida's AAL program uses the Dokutek VRLplus software, there are other major library virtual reference packages. The most prominent are OCLC's QuestionPoint and Tutor.com's Ask a Librarian. Many libraries are also using free chat and IM programs to provide real-time reference help. Take a look at David Lee King's blog post - "Fun With Our Meebo Widget and the Library Catalog."

Libraries are not the only information providers - and certainly not the first - that use live chat to help customners. Many retail outlets and technical support services have used this for many years. Some of the key players in the industry are eGain, Live Help and LivePerson.

If you would like more information about library virtual reference programs:

Virtual Reference Training: The Complete Guide to Providing Anytime, Anywhere Answers,
by Hirko, Buff. Ross, Mary Bucher Publication: Chicago ALA Editions of the American Library Association, 2004. (NetLibrary eBook)

Going Live : Starting & Running a Virtual Reference Service, by Steve Coffman. Chicago: American Library Association, 2003.

Also, check out some recent articles available from our Gale Power Search databases.