Recent Web sessions and podcasts

Our panelists manage large multi-type cooperative virtual reference services, providing 24/7 reference help to populations numbering in the millions. Learn the tips and techniques that these experienced statewide coordinators use to promote their service to both end users and stakeholders, and how to effectively manage cooperative services staffed by a variety of libraries. The speakers will discuss sustainability issues as well, including recruitment and retention of participating libraries. There will be time for discussion so bring your questions and comments.

Julie Strange is Operations Supervisor, Maryland AskUsNow!, the statewide VR service in Maryland. AskUsNow! has been a participant in the 24/7 Reference Cooperative since January 2003 and is provided by 19 public library systems, 11 academic libraries and 3 special libraries including two law libraries and the Maryland State Library for the Blind and Physically Handicapped.

Beth Cackowski is Project Coordinator for QandANJ.org, New Jersey’s 24/7 Statewide Virtual Reference Service, Beth’s current professional focus is on digital services and the Millennial user.

Mark Beatty is Training and Automation Librarian for Wisconsin Library Services (WiLS) and is the current elected President of LITA, the Library and Information Technology Association division of ALA. At WiLS he serves primarily as trainer and consortial wrangler for InterLibrary Loan, eBooks, and Virtual Reference services. He is the Administrator for AskAway the Wisconsin state wide virtual reference multi-type consortium.

Learn best practices and tips on providing the best customer service to your virtual reference users by hearing from the following speakers.

• Stephen Francoeur, information services librarian and assistant professor at Baruch College
• Beth Evans, associate professor and the electronic services specialist at Brooklyn College Library
• R. David Lankes, director of the Information Institute of Syracuse and an associate professor in Syracuse University's School of Information Studies

• Beth Cackowski (project coordinator of New Jersey's statewide service QandANJ.org) spoke about the QandANJ.org ad on MTV; and
• Diana Sachs-Silveira (project coordniator of Florida's Ask a Librarian service) discussed "The Director's Chair", a YouTube contest in which Florida high school students produce a commercial for the Ask A Librarian service.