Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives

Upcoming Presentations

• Radford, Marie L., and Lynn Silipigni Connaway. (2009). Panel organizer of Opportunities, Threats, & Theoretical Approaches: Research in Traditional and Social Virtual Reference Quality and presenter of paper: "Thriving on Theory: A New Model for Virtual Reference Encounters." Accepted for presentation at the American Society for Information Science and Technology 2009 Annual Meeting, November 9, 3:30pm-5:30pm, Vancouver, British Columbia (Canada).
• Radford, Marie. L., and Lynn Silipigni Connaway. (2009). "Quality Inquiry: User Perspectives on Virtual Reference Practice," to be presented on panel: Social Reference and Digital Reference: Online Question Answering Practices in Two Diverse Communities. Accepted for presentation at the American Society for Information Science and Technology 2009 Annual Meeting, November 10, 8:30am-10:30am, Vancouver, British Columbia (Canada).
• Radford, Marie L., Gary P. Radford, Lynn Silipigni Connaway, and Jocelyn DeAngelis Williams. (2009). "On Virtual Face-work: An Ethnography of Two Live Chat Reference Interactions." Paper accepted for presentation at the 2009 NCA Conference, November, 12-15, Chicago, Illinois (USA).

Recent Presentations

• Connaway, Lynn Silipigni, and Marie L. Radford. 2009. "'Way Sweet' or 'Just Wrong': Users and Librarians Reveal Critical Factors for Virtual Reference Service Excellence" (.ppt 3.7MB/35 slides). ALA 2009 Annual Conference, Panel: Best Practices in Cooperative Virtual Reference sponsored by OCLC, 11 July, Chicago, Illinois (USA).
• Radford, Marie L., and Lynn Silipigni Connaway. 2009. " Convenience, Connections, Correctness, and Choice: Critical Components of Virtual Reference Service Quality" (.ppt 4.8MB/62 slides). Information: Interactions and Impact (I3) Conference, 24 June, Aberdeen, Scotland (UK).
• Connaway, Lynn Silipigni, and Marie L. Radford. 2009. "'I would sort of appreciate a little more understanding:' Engaging Net Gen Students in Virtual Reference" (.ppt 5.3MB/48 slides). ACRL 14th National Conference, 14 March, Seattle, Washington (USA).
• Radford, Marie L., and Lynn Silipigni Connaway. 2009. "CREATing a New Theoretical Model for Reference Encounters in Synchronous Face-to-Face and Virtual Environments" (.ppt 433K/29 slides). 2009 ALISE Annual Conference, 21 January, Denver, Colorado (USA).
• Connaway, Lynn Silipigni. 2008. "Expectations of the Screenager Generation" (.pdf: 1.6MB/32 pp.). RLG Programs 2008 European Partner Meeting, 6 November, Paris (France).
• Radford, Marie L., and Lynn Silipigni Connaway. 2008. "E-valuating Virtual Viewpoints: User, Non-user, and Librarians Perspectives on Live Chat-based Reference" (.ppt: 1.07MB/37 slides). E-Valuating E-Reference: Transforming Digital Reference through Research and Evaluation panel, American Society for Information Science and Technology 2008 Annual Meeting, 24-29 October, Columbus, Ohio (USA).
• Connaway, Lynn Silipigni. 2008. "Why Not the Library First?" (.ppt: 21.1MB/86 slides). New England Library Association Conference, 21 October 2008, Manchester, New Hampshire (USA).
• Radford, Marie L., and Lynn Silipigni Connaway. 2008. "Getting Better All the Time: Improving Communication and Accuracy in Virtual Reference" (.ppt: 1.1MB/22 slides). Reference Renaissance: Current and Future Trends, 4 - 5 August, Denver, Colorado (USA). Handout available (.pdf: 75.6K/14pp.).
• Radford, Marie L. 2008. "Click, Call, or Come on In! Connecting to Millennials in FtF & VR Encounters" (.ppt 5MB/19 slides). R U Communicating: Speaking the Language of Millennials panel, University Libraries Section, Association of College & Research Libraries, American Library Association Annual Conference, 26 June - 2 July, Anaheim, California (USA).
• Connaway, Lynn Silipigni, Marie L. Radford, Timothy J. Dickey, and Jocelyn A. DeAngelis Williams. 2008. "'I Find What I Need' Investigating the Behaviors and Information Seeking Preferences of Non-users of Virtual Reference" (.ppt: 9.2MB/28 slides) [presentation proposal abstract] (.pdf: 37K/3 pp.). Library Research Round Table, 2008 American Library Association Annual Conference, 26 June - 2 July, Anaheim, California (USA).
• McGlamery, Susan, and Lynn Silipigni Connaway. 2008. "Quality Assurance in a Multi-state, Multi-national Virtual Reference Cooperative" (.pdf: 88K/16 pp.). Libraries in the Digital Age (LIDA) 2008, 2-7 June, Dubrovnik and Mljet (Croatia).
• Radford, Marie L., and Lynn Silipigni Connaway. 2008. "Cordial Connections: Evaluating Virtual Reference from User, Non-User, and Librarian Perspectives using the Critical Incident Technique" (.pdf: 111K/16 pp.). Libraries in the Digital Age (LIDA) 2008, 2-7 June, Dubrovnik and Mljet (Croatia).
• Connaway, Lynn Silipigni, and Radford, Marie L. 2008. "Smiling Online: Applying Face-to-face Reference Skills in a Virtual Environment" (.ppt: 1.1MB/37 slides). Presented as a Webinar (Web Based Seminar) at OCLC, 16 April, Dublin, Ohio (USA).
• Connaway, Lynn Silipigni, and Marie L. Radford. 2008. "Exceeding Expectations: E-Reference Excellence in Collaborative VR" (.ppt: 4.2MB/22 slides). Presented as part of the panel discussion, Best Practices in Cooperative Virtual Reference: Reference and Social Networking, Public Libraries Association National Conference, 25-29 March, Minneapolis, Minnesota (USA). Handout available (.pdf: 44K/2 pp.). A video recording of this presentation is also available (requires Internet Explorer).
• Radford, Marie L., & Lynn Silipigni Connaway. 2008. "Users and Librarians Engaging in Virtual Spaces: Using Critical Incidents to Inform Practice and Education in Chat Reference" (.ppt: 416K/36 slides). ALISE Conference, 8 - 11 January, Philadelphia, Pennsylvania (USA). Handout available (.pdf: 108K/8 pp.).
• Connaway, Lynn Silipigni, Jasmine de Gaia, & Marie L. Radford. 2007. "Social Networking: The Confluence of Content, Collaboration and Community" (.ppt: 1.9MB/31 slides). Online Information Conference, 4 - 6 December, London, England (UK).
• Connaway, Lynn Silipigni. 2007. "The Library is a good source if you have several months." Making the Library More Accessible (.ppt: 9.4MB/93 slides). Fall Conference, Oklahoma Chapter, Association of College and Research Libraries (OK-ACRL), 5 November, Tulsa, Oklahoma (USA). A brief conference report, including a photo of this presentation, is available.
• Radford, Marie L. 2007. Creating Chat Connections: E-valuating Virtual Reference Transcripts (.ppt: 525K/32 slides). Delaware Valley Chapter, Association of College and Research Libraries (ACRL), 2 November, Millersville, Pennsylvania (USA). A handout (.pdf: 164K/9 pp.) and a bibliography (.pdf: 28K/2 pp.) related to this presentation are available.
• Connaway, Lynn Silipigni. 2007. "The Library is a good source if you have several months;"Making the Library More Accessible (.ppt: 8.8MB/88 slides). Delaware Valley Chapter, Association of College and Research Libraries (ACRL), 2 November, Millersville, Pennsylvania (USA). A handout (.pdf: 18K/1 pg.) and a bibliography (.pdf: 28K/2 pp.) related to this presentation are available.
• Radford, Marie L., and Lynn Silipigni Connaway. 2007. "Connecting in Cyberspace: The Millennial Generation and Virtual Reference Service" (.ppt: 83K/23 slides). Paper presented on panel, Behaviors and Preferences of Digital Natives: Informing a Research Agenda. American Society for Information Science and Technology 2007 Annual Meeting, 18-25 October, Milwaukee, Wisconsin (USA). Handout available. (.pdf: 116K/9 pp.)
• Radford, Marie L., Lynn Silipigni Connaway, and Jocelyn DeAngelis Williams. 2007. "Virtual Rituals: Applying Goffman’s Face-Work to an Analysis of Live Chat Reference Encounters" (.ppt: 123K/19 slides). Library Research Seminar IV, 10-12 October, London, Ontario (Canada). Handout available (.pdf: 111K/8 pp.).
• Connaway, Lynn Silipigni, and Marie L. Radford. 2007. "Focusing on Change: Connecting to Both Millennials and Baby Boomers" (.ppt: 318K/55 slides). information: interactions and impact (i3) conference, 27 June 2007, The Robert Gordon University, Aberdeen, Scotland (UK). Handout available (.pdf: 80K/5 pp.).
• Radford, Marie L., 2007. "See it, Hear it, Touch it: How do Communication and Learning Styles Affect Virtual Reference?" RUSA, RSS/MARS Virtual Reference Committee, American Library Association Annual Conference, 25 June, Washington, DC (USA). The presentation and the following handouts are available from the committee's Web site:
  • "Information Seeking Behavior and the Generations." (table) (.pdf: 27K/1 pg.)
  • Session abstract (includes resource list). (.pdf: 114K/3 pp.)
• Radford, Marie L., and Lynn Silipigni Connaway. 2007. "Not dead yet! Ready reference in live chat reference" (.ppt: 983K/28 slides). 13th RUSA New Reference Research Forum, American Library Association Annual Conference, 24 June, Washington, DC (USA). A handout from this presentation is available (.pdf: 45KB/7 pp.).
• Connaway, Lynn Silipigni, and Marie L. Radford. 2007. "Shared Expectations: Getting Comfortable and Providing Quality Service in Cooperative VR" (.ppt: 124kb/13 slides). "Best Practices in Cooperative Virtual Reference" panel session, American Library Association Annual Conference, 23 June, Washington, DC (USA). A handout from this presentation is available (.pdf: 35KB/2 pp.).
• Radford, Marie L., and Lynn Silipigni Connaway. 2007. "Are we getting warmer? Query clarification in virtual reference" (.ppt: 282K/37 slides). Library Research Round Table, American Library Association Annual Conference, 23 June, Washington, DC (USA). A handout from this presentation is available (.pdf: 40KB/7 pp.).
• Radford, Marie L., and Lynn Silipigni Connaway. 2007. "Getting in Synch with Screenagers: Virtual Reference and Sustaining the Relevance of Libraries" (.ppt: 136kb/21 slides). IRPG/ALA Panel, American Library Association Annual Conference, 22 June, Washington, DC (USA). A handout from this presentation is available (.pdf: 39KB/6 pp.).
• Connaway, Lynn Silipigni. 2007. "'Google is user friendly—the library catalog is not:' Information-seekers' Preferences" (.ppt: 5.8MB/76 slides). Tri-state College Library Cooperative, 5 June, Malvern, Pennsylvania (USA)
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• Radford, Marie L., Lynn Silipigni Connaway, and Jocelyn DeAngelis Williams. 2007. "Face-work in computer-mediated communication: An analysis of live chat reference encounters." 11th Annual New Jersey Communication Association Conference, 24 March, Kean University, Union, New Jersey (USA).
• Connaway, Lynn Silipigni, and Marie L. Radford. 2007. "Service Sea Change: Clicking with Screenagers through Virtual Reference." Association for College and Research Libraries (ACRL) 13th National Conference in Baltimore, Maryland (USA).: Webcast, 30 March, and Presentation (.ppt: 137K/24 slides), 31 March, Baltimore Convention Center. Pre-print available. (.pdf: 68K/19 pp.)
• Connaway, Lynn Silipigni. 2007. "Why Not Libraries? Users Identify Their Information Preferences" (.ppt: 670K/76 slides). Central Ohio Chapter, American Society for Information Science and Technology (CO-ASIS&T), 6 March, Dublin, Ohio (USA).
• Radford, Marie L., and Lynn Silipigni Connaway. 2007. "Reflections of Reference Practice: Analyzing Virtual Reference Transcripts" (.ppt: 477K/21 slides). 2007 ALISE Annual Conference, 18 January, Seattle, Washington (USA). A handout from this presentation is available (.pdf: 174K/6 pp.).
• Radford, Marie L., and Lynn Silipigni Connaway. 2006. "Expect the Unexpected: Urban Screenagers’ Communication and Information Seeking Preferences" (.pdf: 194K/39 pp.). Presented as part of a seminar, Urban Communication: Creating Sites for Connection and Action, at the National Communication Association's 92nd Annual Convention, 15 November, San Antonio, Texas (USA). Session abstract (.pdf:12.5K/1p.).
• Radford, Marie L., and Lynn Silipigni Connaway. 2006. "Seeking Sustainability and Singularity: Evaluating Virtual Reference from User, Non-user, and Librarian Perspectives" (.ppt: 139K/23 slides). Presentated on a panel, Shaping the Future Realities of Virtual Reference, at the American Society for Information Science and Technology (ASIS&T) Conference, 6 November, Austin, Texas (USA). Panel abstract (.pdf: 46K/ 5p.).
• Radford, Marie L., and Lynn Silipigni Connaway. 2006. "'Screenagers' and Virtual (Chat) Reference: The Future is Now!" (.ppt: 191K/25 slides). New Jersey Association of School Librarians, 30 October, Long Branch, New Jersey (USA). A handout from this presentation is available. (.pdf: 59K/7 pp.).
• Radford, Marie, and Lynn Silipigni Connaway. 2006. "Virtual Windows: Observing Chat Reference Encounters through Transcript Analysis" (.ppt: 462K/33 slides). Presented by Lynn Silipigni Connaway as part of a Symposium, The Role of Observation and the Health of Community, at the 19th International Association for People-Environment Studies, 11-16 September, Alexandria (Egypt).
• Connaway, Lynn Silipigni, and Marie L. Radford. 2006. Seeking Synchronicity: Evaluating Virtual Reference Transcripts (.ppt: 428K/22 slides). QuestionPoint Users Group Meeting, 25 June, New Orleans, Louisianna (USA). Handouts from this presentation are available (.pdf: 116K/2 pp.).
• Radford, Marie, and Lynn Silipigni Connaway. 2006. Face-work in Chat Reference Encounters (.ppt: 178K/29 slides). Library Research Round Table Research Forum, "Librarians as Research Subjects," American Library Association Annual Conference, 24 June, New Orleans, Louisianna. (USA). Handouts from this presentation are available (.pdf: 125K/4 pp.).
• Radford, Marie L., and Lynn Silipigni Connaway. 2006. Relational Communication in Chat Reference (.ppt: 128K/15 slides). Presented by Marie Radford at the 10th New Jersey Communication Association Conference, 25 March, Montclair State University, NJ (USA).
• Connaway, Lynn Silipigni. 2006. Seeking Synchronicity: Evaluating Virtual Reference Transcripts (.ppt: 505K/34 slides). OCLC Members Council Research and New Technologies Interest Group, 14 February, Dublin, Ohio (USA).
• Radford, Marie L., and Lynn Silipigni Connaway. 2006. Seeking Synchronicity: Evaluating Virtual Reference Transcripts (.ppt: 450K/30 slides). Juried presentation given 18 January at ALISE 2006 Annual Conference (.pdf: 1.3MB/20 pp.), Omni San Antonio Hotel, San Antonio, Texas (USA).